Data Not Available Message on Accessing Modules in SugarCRM

I usually see this message when I am attempting to access a record in Sugar that has been deleted. Are there any users, logic hooks or external systems that are deleting data in your system?

Hi John,

No all this are fresh SugarCRM instances with only data. No customisation's are implemented. This is happening only for few users in few instances sometimes not all the time.

No Roles or Teams are configured?

This could happen if a User is trying to access data to which they do not have access.

Could you share a little more about which users it works for?

Specifically, if a user is admin, do they ever have any problems? If not, then it is as John has said, and it'll relate to the security permissions configured for the non-admin users who trying to access the record. Do you use Teams in your implementation?

If this isn't by design, these are some common reasons it occurs inadvertently:

• Users have been taken out of the Global team - meaning they can't see the same records as everyone else.
• A user has changed the "default teams" setting, which means that records they create have a different security profile (e.g. those records may belong to a specific team which not everyone is a member of).

Hi Everyone, 

To answer for everyone we have not configured any roles or team restrictions on any Instances where we are facing the issues. We are getting this issue even for admin user. 

Hi Poojitha,

Thank you for clarifying that.

Ramya Katram said:

fresh SugarCRM instances with only data. No customisation's are implemented

Just thinking over this and noting your screenshot has a few custom modules in it. It cannot be both a fresh instance, and have custom modules - implying perhaps you are creating from a template that your team has made. Is it possible there is an issue there? Is the screenshot from the custom module? Or from a core module? Is the issue reproducible in multiple modules? If so, are they all custom, all core, or a mix of custom and core?

If none of those questions help find an answer, can you please check / confirm the following:

• The admin user gets the issue for the same record in a reproducible fashion?
• It's the same record that other users face the issue on (and its also reproducible?)
• There are some users who do not face this issue - and if they visit this same record, they consistently are able to see the record.
• For the users (both admin and non-admin) that have issues seeing this record - there are other records in the same module which they can see.

If those are all correct, can you please try the following:

• If you duplicate the admin user and try visiting the record, what is the reproducible behaviour?
• If you create a brand new admin user with nothing but the minimum fields, what is the reproducible behaviour?
• If you duplicate the working non-admin user and try visiting the record, what is the reproducible behaviour?
• If you duplicate the non-working non-admin user and try visiting the record, what is the reproducible behaviour?
• If you create a brand new non-admin user with nothing but the minimum fields, what is the reproducible behaviour?
• If you duplicate the record (when logged in as a non-admin non-working user) which this unexpected behaviour, what happens when the above users try visiting it?
• If you duplicate the record (when logged in as a non-admin working user) which this unexpected behaviour, what happens when the above users try visiting it?

The goal of these tests are to identify if there's something about the records, or users, or default settings, which create the problem.

Hi Adam,

Thanks for your inputs. We have tried all the scenarios you have mentioned. It is happening for admin users and also regular users. But not for all and all the time. We have just implemented the instance and renamed the stock modules, created data. To be very clear no role and team based restrictions. All the records are under global only. It is happening not only in one instance for me, its occuring in the few other instances. I am just wondering is this something related to 10.x version.

It is not related to 10.x version - I have been able to rename stock modules in a vanilla instance and not been able to reproduce the error you're seeing (and v10 has been out for several months now..)

If you tried all the scenarios, can you please note what the results were? The goal was to use the answers from there to identify where the root cause was.

re: your final comment on only renaming stock modules.. your screenshot has the following modules in it:

• Companies (renamed Accounts?)
• Investors (what stock module was this renamed from?)
• Investment Banks (what stock module was this renamed from?)
• Contacts
• Leads
• Opportunities
• Deals (what stock module was this renamed from?)
• Exits (what stock module was this renamed from?)
• Shareholders (what stock module was this renamed from?)
• Financial Performance (what stock module was this renamed from?)

At least one of the above, I'm guessing, is not a renamed stock module - meaning your template does have some custom work in it.

Are you accessing the record from a List View? Or if not there, then from where?

Hi Adam,

Thanks for your Inputs. We have created all this custom modules from default templates available in Module Builder. And this issue is happening on custom modules developed when accessing the module itself. When we click on module in the Navigation Bar we are getting issue sometimes to specific user(both regular and admin). This issue is not only happening in one instance for me, I have been facing this issue in other instances where nothing was customised apart from creating data in default modules. So I am just wondering why this is happening in most of the instances. Could you please suggest how we can go to deep into issue. Thanks in Advance.

Hi Ramya Katram When the error happens, can you take a screenshot of the chrome network tab and console and share it here? Usually that will give more clues on whether this happened because of a failing backend api call or something else.