This document contains a list of common issues that might occur when exporting a Siteline invoice to Sage 100 Contractor or Sage 300 CRE.
"Invoice could not be created in Sage because of an unknown error"
Alternative messages
Invoice could not be resolved
Invoice could not be created in Sage because of an unknown error. Please make sure that the General Ledger is open for the requested period.
startIndex cannot be larger than length of string
Solution
This issue indicates that Sage could not create the AR invoice. Sage does not directly allow Siteline to see the error, but you can see it in your own logs, and we may ask you to send this information to us if we're helping you troubleshoot why the sync is failing.
The error will be available in a file located on the Sage server that looks like this (the parts in bold change depending on the specific file):
C:\ProgramData\Digital Business Integration\BatchImport\[date]\ARInvoiceJournal[id].txt
For example:
C:\ProgramData\Digital Business Integration\BatchImport\2024-01-01\ARInvoiceJournalc7c99f70b29e47ec86bee79bd658f555.txt
To share Sage import journals with us:
Open File Explorer from the bottom taskbar
Navigate to the C: folder (local disk)
Enable hidden items by going to View → Hidden items
Navigate to ProgramData → Digital Business Integration
Click once on BatchImport, then Share → Zip
Send us the BatchImport zip file for further analysis
We may ask you to download this file and send it to us for troubleshooting.
Common issues that cause these errors
General Ledger period is closed. Make sure the General Ledger is open for the period corresponding to the invoice date.
Customer is not set up on the contract. Make sure that the customer provided in the ERP section of the contract settings in Siteline matches the customer on the contract in Sage.
"The import operation took longer than the set timeout"
This error usually occurs when Sage needs a human to acknowledge a message that might appear in a pop up on-screen before processing the invoice. This requires someone to access your Sage server and perform the following steps:
Access the Server where the hh2 Sync Client and Sage is installed and managed.
Access the task manager by using Ctrl+Alt+Del, right clicking on the taskbar or by searching for Task Manager in the windows programs under the start menu.
Select the "Details" tab at the top of the window.
These processes will be in alphabetical order - scroll down and look for tsObject.exe.
Right click on each tsObject that is present and select "End Task."
Try to export the invoice(s) that failed.
You can find more details about this error on our partner's website (hh2), or in this troubleshooting document.