Doc Merge - just stops

Testing out Doc Merge in our V12 production system. This is the first time experimenting.

We built a small Word doc (DOCX) and loaded in some Account fields (name, address, etc.). Then ran Doc Merge. The dialog pops up and the progress bar is about 20% of the way across - and it just stops. And sits there. Forever.

We downloaded some of the example templates (https://support.sugarcrm.com/Knowledge_Base/Doc_Merge/Sample_Document_Templates/) and uploaded it into our site.

Selected to run it against an account and got the same thing...progress bar is 20% and then stops. Forever. :-)

There are no messages in the system log. There are no messages displayed in the UI. Can't find any information on troubleshooting it. Any guidance would be greatly appreciated. Thank you!!

Bob

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0 Cataron Bogdan Mihai over 1 year ago

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
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0 Tony Romano over 1 year ago in reply to Cataron Bogdan Mihai

Hi Cataron Bogdan Mihai

Why does Doc Merge need to communicate between Sugar CRM and external Doc Merge server?
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0 Cataron Bogdan Mihai over 1 year ago in reply to Tony Romano

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
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0 Cataron Bogdan Mihai over 1 year ago in reply to Tony Romano

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
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