Sage 300 CRE - How to Restart HH2 Sync Service

Please contact your IT specialist and use this Update Sync Client guide, Stop/Start HH2 Sync services guide and this Kill tsObjects guide to perform the following actions:
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1. Update HH2 sync client version
2. Stop HH2 sync service
3. Kill tsObjects.exe (if any exist)
4. Start HH2 sync service

If you are still experiencing an error after completing these steps, you will need to complete the advanced steps. Please see below:

Advanced Time Out Instructions from HH2

1. Stop the hh2 Synchronization Service
   • On your Sage server, open the Windows Search bar, type "Services", and press Enter.
   • In the Services window, locate hh2 Synchronization Service. Right-click it and select Stop.
2. End Any Active Processes
   • Open Task Manager by pressing Ctrl + Shift + Esc.
   • Go to the Details tab, find any instances of tsObject.exe, right-click on each one, and choose End Task. If there are no tsObjects, proceed to next step.
3. Log into Sage with the hh2 User
   • Open Sage and log in using the hh2 user account. By default, the hh2 username is "hh2", and the default password is also "hh2", unless either was changed during installation.
   • Note: It’s important to log in with this specific hh2 user, as the issue may be related to the settings for this account. Using a different admin account may not yield the same results.

   • Important: If the Sage user's password has been changed recently, ensure the updated password is input in the Synchronization Client's Local Connections tab under 
     the Edit -> Credentials section.

     

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   • If the credentials have been changed, this step is crucial because both the Hydrous Host and the sync client use these credentials to engage the Sage macro for data imports. The credentials between Sage and Sync Client must match. After updating the credentials, restart the hh2 Synchronization Service to ensure the client uses the new credentials.
4. Run hh2 Synchronization Client in Console Mode (HydrousHost)
   • Navigate to the folder: C:\ProgramData\Digital Business Integration\hh2 Synchronization Client (64-bit)
   • Find Hydrous.Host.exe, right-click on it, and select Run as Administrator to open it in console mode.
5. Wait for Processing
   • Once the HydrousHost console shows the status "Polling for work…", check if any items in Kojo are showing a "linking" status.

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   • If items are in linking status, they should start processing at this point.
   • If nothing is showing as 'linking' in Kojo, press the 'Link' button on either a new PO or an existing PO that previously had an error.
6. Check Sage for Errors
   • In Sage, navigate to Applications -> Common Tasks -> Background Tasks.

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   • In the Background Tasks window, verify if the POs are processing from 0% to 100%. Note: Any specific error messages will appear as pop-up boxes in Sage and not within the Background Tasks window itself. Common error messages include:
     • Data Inconsistency
     • Your XX License will expire in XX days
   • If an error appears, acknowledge it. If a checkbox option is available to prevent the error from reappearing, select it.
7. Confirm Normal Operation
   • If there are no errors and the export completes successfully, the timeout issue should now be resolved.
8. Restart hh2 Synchronization Service
   • Close the Hydrous.Host console.
   • Go back to Services and restart the hh2 Synchronization Service.

If Issues Persist

If the export process continues to fail with no errors appearing in Sage, the problem may be permissions-related. The hh2 sync client may lack the necessary permissions when operating under the local system user. In this case, further permissions adjustments may be required.

If you are still experiencing syncing issues after completing these steps, please reach out to our Support Team at support@usekojo.com