User Details is broken after upgrade to 10.2.5374

Problem reported by Serge Baranovsky - 9/22/2014 at 6:02 PM

Resolved

We upgraded SmarterTrack to the latest v10.2.5374 and now the User Details window is broken.

Here is the SQL error in the Error Log:

Unhandled error
 - Page: [http://support.XXXXXX.com/Common/frmUserDetails.aspx?popup=true&email=XXXXXXXXXXXXXXXXX]
 - Referrer: [http://support.XXXXXX.com/Management/Tickets/frmTicket.aspx?ticketid=XXXXX&showreply=true]
 - User Agent: [Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/37.0.2062.120 Safari/537.36] - IP: [XXX.XXX.XXX.XXX]
Incorrect syntax near 'SS'.
System.Data.SqlClient.SqlException (0x80131904): Incorrect syntax near 'SS'.
   at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection)
   at System.Data.SqlClient.SqlInternalConnection.OnError(SqlException exception, Boolean breakConnection)
   at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning()
   at System.Data.SqlClient.TdsParser.Run(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj)
   at System.Data.SqlClient.SqlDataReader.ConsumeMetaData()
   at System.Data.SqlClient.SqlDataReader.get_MetaData()
   at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString)
   at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async)
   at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, DbAsyncResult result)
   at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method)
   at System.Data.SqlClient.SqlCommand.ExecuteReader(CommandBehavior behavior, String method)
   at System.Data.SqlClient.SqlCommand.ExecuteReader()
   at SmarterTrack.Data.SqlHelperInternal.ExecuteReader(SqlConnection , SqlTransaction , CommandType , String , SqlParameter[] , #XZc )
   at SmarterTrack.Data.SqlHelper.ExecuteReader(SqlConnection connection, CommandType commandType, String commandText, SqlParameter[] commandParameters)
   at SmarterTrack.Data.SpecialQueries.QueryRunner.ExecuteReader[T](IDbConnection& conn, Action`2 workFunction, T otherdata, String query, SqlParameter[] parameters)
   at SmarterTrack.Data.SpecialQueries.QueryRunner.ExecuteReader[T](Action`2 workFunction, T otherdata, String query, SqlParameter[] parameters)
   at SmarterTrack.Data.SpecialQueries.TicketLists.AdvancedSearchByRange(TicketSearchBaseParameters baseInput, Int32 startRow, Int32 countRows, Int32& totalItems, Nullable`1 UserIDSearching, Boolean QueryByPage, TicketSearchParameters[] orInputs)
   at SmarterTrack.MRS.Tickets.Controls.TicketGridFactory.GetGridDataSource(String sessionKey, Int32& virtualCount, Int64& lastUpdate, Int32 startRow, Int32 endRow, TicketMetaData mmd, Boolean CustomFieldsVisible)
   at SmarterTrack.MRS.Tickets.Controls.TicketGridFactory.GenerateGrid(SuperHyperGrid superHyperGrid, Boolean isCallback, String sessionKey, TicketMetaData mmd, Boolean& CustomFieldsVisible, String counterLabel, String webServiceKey, Boolean hasPreview)
   at SmarterTrack.MRS.Common.frmUserDetails.GenerateTicketGrid(TicketMetaData mmd)
   at SmarterTrack.MRS.Common.frmUserDetails.SetupTicketMetaData()
   at SmarterTrack.MRS.Common.frmUserDetails.Page_Load(Object sender, EventArgs e)
   at System.Web.Util.CalliHelper.EventArgFunctionCaller(IntPtr fp, Object o, Object t, EventArgs e)
   at System.Web.Util.CalliEventHandlerDelegateProxy.Callback(Object sender, EventArgs e)
   at System.Web.UI.Control.OnLoad(EventArgs e)
   at SmarterTrack.HelperClasses.CustomPage.OnLoad(EventArgs e)
   at System.Web.UI.Control.LoadRecursive()
   at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

Any way to get this fixed?

Thanks!

15 Replies

Reply to Thread

Employee Replied

9/23/2014 at 10:27 AM

Employee Post

It is possible that during the upgrade one of the file that need to be upgraded was locked. Please uninstall SmarterTrack (all settings, configuration, tickets, etc will be saved) and then install a fresh download. This should resolve the issue.

Serge Baranovsky Replied

9/23/2014 at 11:12 AM

Thank you, Brian. I will try that again although from past experience I now always uninstall old version, reboot the server and then install the new one. Will try to re-install and get back to you if the issue is solved.

Serge Baranovsky Replied

9/23/2014 at 12:45 PM

Sorry Brian, this did not help...

Per you suggestion I uninstalled SmarterTrack, rebooted the server and installed it again.

Any more ideas please?

Any assemblies I could look for and compare date and file size?

Thanks!

Employee Replied

9/23/2014 at 1:24 PM

Employee Post

You can run the self diagnostic to see if that has any permission errors and if it does that may resolve the issue. If there are no errors or after fixing the error you are still having this issue you will need to open up a support ticket with us as we will need access to your server to further troubleshoot this issue.

Holzmann Jörg Replied

9/23/2014 at 9:36 PM

We have the same problems. Is there already a fix?

Serge Baranovsky Replied

9/24/2014 at 3:17 PM

Hi Brian, thank you for suggesting to open ticket but we are on our last ticket and we spent most all of the tickets so far helping you guys fix the bugs with the updates you distribute to us!

Let me help you to understand that I have already provided sufficient information for troubleshooting of this bug my original post - please see the unhandled error log details above.

The issue is caused by a malformed SQL statement in your "search" code -

System.Data.SqlClient.SqlException (0x80131904): Incorrect syntax near 'SS'.

The malformed SQL statement is executed in the following method -

SmarterTrack.Data.SpecialQueries.TicketLists.AdvancedSearchByRange(TicketSearchBaseParameters baseInput, Int32 startRow, Int32 countRows, Int32& totalItems, Nullable`1 UserIDSearching, Boolean QueryByPage, TicketSearchParameters[] orInputs)

l rolled back to the older v10.2.5364 and the issue is not occurring - so the bug was introduced in v10.2.5374

When I compare source of SmarterTrack.Data.SpecialQueries.TicketLists.AdvancedSearchByRange in v10.2.5364 vs the v10.2.5374 I see that they differ only by the following 2 lines of code -

if (baseInput.IsUserDetail)
{
    stringBuilder1.Append(string.Concat("SS.TicketID, ", baseInput.SortOrder.ReplaceInvariant(" asc", "").ReplaceInvariant(" desc", "")));
}

I may be incorrect for the method has pretty extensive spaghetti logic (albeit pretty much unavoidable in this kind of code) that is hard to trace without a debugger but please have your developers look at the comma I highlighted in the second line immediately after SS.TicketID.

I look forward to the fix. In the meantime we will keep running the older version.

Thanks!

Steve Reid Replied

9/25/2014 at 5:29 AM

If the issue in a ticket is confirmed to be a bug then the ticket is refunded.

Serge Baranovsky Replied

9/30/2014 at 2:19 PM

Thanks, Steve. I have had updates released and fixes included into those but have never seen ticket refunded.

Steve Reid Replied

10/1/2014 at 5:43 AM

If you feel there were bugs then ask for refunds.

Sergio Zozulenko Replied

10/21/2014 at 9:02 AM

Has there been any fix to this?

We have the same issue. We even uninstalled SmarterTrack, restarted our server. Installed it again, and the issue with User Details still persists.

Our workaround is to use Advanced Search, but would like to have the User Detail functionality back. I have it reported in a ticket already, but seems we aren't the only one with the problem, so thought I'd post here adding another confirmed issue with it.

Serge Baranovsky Replied

10/24/2014 at 11:39 AM

Can you please confirm if this is fixed in v10.3.5409 or not? It is not clear from the Release Notes and I'm not willing to install the update into production just to roll it back to the older version just to see if this has been fixed.

Thanks!