Skip to main content

Request timed out

Symptoms​

You get the following message:

[Sage XXX Error] Request XXX of type database_query timed out after X seconds.

Other common symptoms include:

  • Sync operations fail with timeout errors
  • Operations take longer than 90 seconds to complete
  • Sync gets stuck or appears to hang
  • Error messages mentioning "timeout exceeded" or similar

Causes​

Sage 100 Contractor or Sage 300 CRE didn't finish the task we sent it within the X seconds time limit, often due to:

  1. Sage 100 Contractor or Sage 300 CRE is busy processing something else
  2. The server machine is running too slowly
  3. We are reading / writing too much data
  4. Large data volumes being synced in a single operation
  5. Network issues between Agave Connector and Sage server
  6. Records locked by other users or processes

How to fix​

Quick Fix: Wait and Retry​

Wait a little bit and retry the sync operation. This resolves most temporary timeout issues.

Step 1: Increase the Timeout Setting​

If retrying doesn't work, the first step is to increase the timeout setting.

To increase the timeout:

  1. Contact Agave support at support@useagave.com
  2. Request a timeout increase for your account
  3. Specify which operations are timing out (e.g., AP Invoices, Subcontracts, etc.)

Agave support will increase the timeout from the default 90 seconds to a higher value (typically 180 seconds or more) and monitor the results.

note

In some cases, increasing the timeout alone does not resolve the underlying issue. If operations are taking longer than expected, there's usually a deeper problem that needs investigation.

Step 2: Run Agave Connector in Foreground Mode​

If increasing the timeout doesn't resolve the issue, run the Agave Connector in the foreground to see if any error popups or detailed error messages appear.

Why run in foreground:

  • When running in the background, error popups or dialogs may be hidden
  • Foreground mode shows all error messages and dialogs in real-time
  • You can see exactly what's happening during the sync operation

How to run in foreground mode:

  1. Stop the Agave Connector if it's running as a task in the Task Scheduler
  2. Open the Agave Connector application directly from the desktop shortcut or Start menu
  3. Attempt the sync operation that's timing out
  4. Watch for any error popups, dialogs, or messages that appear
  5. Take screenshots of any errors that appear

Common error popups to look for:

  • Sage 300 CRE or Sage 100 Contractor authentication dialogs
  • Database connection errors
  • Permissions errors
  • Macro security warnings
  • "Another user is accessing this record" messages

Step 3: Check the API Response​

While running in foreground mode, also check if a more detailed error message appears in the API response.

To check the API response:

  1. Look at the sync history or error log in the Agave dashboard
  2. Check for any additional error details that weren't visible before
  3. Note any error codes or specific error messages

If you see more detailed error messages, share these with Agave support for faster troubleshooting.

Step 4: Collect Connector Logs​

If no errors appear in foreground mode and the API doesn't show useful error messages, collect the Agave Connector logs.

To collect logs:

  1. Locate the Agave Connector logs folder:

    • Default location: C:\ProgramData\Agave\Logs
    • Or: C:\Users\[YourUsername]\AppData\Local\Agave\Logs

  2. Look for log files with recent timestamps

  3. Compress the log files into a ZIP archive

  4. Send the logs to Agave support at support@useagave.com with:

    • Your account information
    • Description of the timeout issue
    • Which operations are timing out
    • Approximate time when the timeout occurred

Common Causes and Additional Solutions​

Sage Performance Issues​

Cause: Sage database is slow or under heavy load Solution:

  • Check Sage server performance (CPU, memory, disk usage)
  • Run Sage maintenance tasks (database optimization, index rebuilding)
  • Schedule syncs during off-peak hours

Large Data Volumes​

Cause: Attempting to sync very large datasets in a single operation Solution:

  • Break up syncs into smaller batches
  • Use filters to sync only necessary records
  • Sync incrementally rather than all at once

Network Issues​

Cause: Slow or unstable network connection between Agave Connector and Sage server Solution:

  • Ensure Agave Connector is installed on the same server as Sage (recommended)
  • Check network connectivity and speed
  • Verify firewall settings aren't blocking connections

Record Locks​

Cause: Records are locked by other users or processes Solution:

  • Ensure no other users are accessing the same records during sync
  • Check for stuck processes in Sage
  • Restart Sage services if needed

Still having trouble?​

If you've tried these steps and still experience timeout issues, contact Agave support:

  • Email: support@useagave.com
  • Include:
    • Your account information
    • Screenshots of any errors
    • Connector logs (if collected)
    • Description of what operations are timing out
    • Any patterns you've noticed (e.g., only happens with certain records, only at certain times)

Our support team will work with you to diagnose and resolve the issue, and can schedule a screen-sharing call if needed.