Audience: accountants and project managers. This page covers day-to-day issues you may hit when syncing invoices from Siteline to Sage. For one-time server configuration, see the Setup page.
"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.
Sage won't let me get exclusive access to the company
When you need exclusive access to the Sage company database — for example to open a new accounting period or run other admin operations — the Siteline Connector can occasionally hold a connection that prevents Sage from acquiring the exclusive lock.
You have two ways to handle this:
Wait 30 seconds. The Siteline Connector automatically disconnects from Sage after 30 seconds of inactivity. If nobody is interacting with Sage from Siteline (e.g. pulling projects/SOVs, syncing invoices), the connection drops on its own and Sage can take the exclusive lock.
Stop the database connection manually. If the
siteline-adminuser keeps preventing you from opening the exclusive access, open the Siteline Connector, click the⋮Actions menu next to the connection, and choose Stop database. Once you're done with the Sage admin operation, open the same menu and choose Start database to resume.
In both cases, once you have exclusive access in Sage, Siteline won't interfere with your instance even if you didn't stop the database connection manually — project imports, invoice syncs and any other operations will be automatically rejected until you release the exclusive lock in Sage.
Connector appears offline
If Siteline shows that the Sage 100 connector is offline, the Agave connector process likely stopped running on your Sage server. Frequently this happens because the server session was closed — when the server is closed, all applications (including the connector) close as well.
The long-term fix is to run the connector as a scheduled background task so it stays online independently of user sessions. See the Setup page for the full walkthrough.