Doc Merge - just stops

Hello Bob,

I went ahead and discovered that your application is on-site and for on-site customers, Doc Merge may need some additional configuration. 
You may want to change the server that Doc Merge is communicating with for speed and/or legality purposes. 
Additionally, you may need to ensure that the appropriate IP range is open on your firewall to allow communication between Sugar and the Doc Merge server.
From previous experiences, this problem that stops the merge process at 20% is happening due to the fact that your instance is behind an VPN and you'll need to white list some IPs in order to make it work.

Here is an article that will walk you through how to configure: both. https://support.sugarcrm.com/Knowledge_Base/Doc_Merge/Configuring_Doc_Merge_in_On-Site_Instances/#Configuring_IP_Access


Best Regards,

Bogdan Cataron

Thank you Cataron Bogdan Mihai.  I appreciate the information.  We tried these as directed and it did not correct the behavior/issue.  We've opened a support ticket with Sugar and will post a result here when they resolve the problem.

Hi Bob, we got the same problem for a customer in a v12 on-site instance. Never had a problem with Doc Merge on sugarcloud instances. We also checked and tried what's indicated here https://support.sugarcrm.com/Knowledge_Base/Doc_Merge/Configuring_Doc_Merge_in_On-Site_Instances/#Configuring_IP_Access but without success. It's not a problem of IP configuration, Sugar can communicate with Doc Merge servers.

Did you get any answer/solution by Sugar support?

Thank you

Kind regards

M

Hi Michele Strazzabosco

The ticket is still open with Sugar support.  They have asked us for firewall settings.  They've also asked us for specific times when we try to run a DocMerge and said that they see no traffic hitting their site.  We just had a message today asking us to confirm our firewall settings.  We are reluctant to open firewalls to incoming traffic and if that turns out to be a/the problem, we may have to forego this feature.  

It's too bad that an on-prem installation requires access to an outside server.  If we find a resolution, good or bad, I'll post an update.

Thanks.

Bob

We are having the same issue for a cloud hosted version - did this get resolved for you Bob?

Hi Sara Atkinson.

We have not had a resolution yet.  Our network team checked the firewall to the document Sugar sent and said it was open.  We tried again - same result - and sent the exact time to Sugar support who said they would check and get back.

Frustrating.  If things get fixed on your side before we see a solution, please post here!

Thank you, Sara!

Bob

Hi Cataron Bogdan Mihai I trust you are keeping well?

As DocMerge is now part of Sugar Core, it no longer needs to communicate with the old licensing server so this additional overhead can be disabled?

Hello Vincent,

Yep - while DocMerge is now part of Sugar Core there is no need to have any custom package installed (wDocs).
Hope this answer your question.

Best Regards,

Bogdan Cataron

Hi Cataron Bogdan Mihai

Why does Doc Merge need to communicate between Sugar CRM and external Doc Merge server?

Hello Tony,

We need that communication because from the Sugar instance users are just triggering the action of merging a document. The actual merge (generation of the merged document) is happening on the external Doc Merge server which receives the request from the Sugar instance.

Best Regards,

Bogdan Cataron