Difference between revisions of "NextCallRef error on Server Service startup"

Latest revision as of 16:13, 20 July 2015

You may find that the Supportworks Server service is unable to start and the following error is displayed in the swserver logs:

[ERROR]:[5972] Invalid callref: an entry in opencall is greater than nextcallref!

To resolve this issue the following steps should be completed on the Supportworks Application database:<br\>

@@ Line 1: / Line 1: @@
-You may find that the Supportworks Server service is unable to start and the following error is displayed in the swserver logs.
+You may find that the Supportworks Server service is unable to start and the following error is displayed in the swserver logs:
   [ERROR]:[5972] Invalid callref: an entry in opencall is greater than nextcallref!
-The error is apparent in the log file, then you will need to go into your MsSQL database and run the below query on the Supportworks database:
+To resolve this issue the following steps should be completed on the Supportworks Application database:<br\>
- select callref from opencall
+# Enter the following via your preferred database query tool:
+#:<pre>USE swdata</pre>
-This will give you a list of the call references in the system, please make a note of the highest call reference number.
+#:<pre>SELECT MAX(callref) FROM opencall</pre>
+#:This will return the last call reference number used, please make a note of it.
-Then go onto the Supportworks Server, Start > All Programs > Hornbill Core Services > Interactive SQL and enter the below queries:
+#Using the Interactive SQL tool, enter the the following, replacing the "####" with the callref value returned above:
+#:<pre>USE sw_systemdb; [RETURN]</pre>
- use sw_systemdb; [RETURN]
+#:<pre>UPDATE system_counters SET count = #### WHERE name = 'nextcallreference'; [RETURN]</pre>
- update system_counters set count = #### where name = 'nextcallreference'; [RETURN]