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 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