While using Tradebox, there may be instance when something goes wrong and you need to force the Tradebox Data Service to restart. This article gives instructions on the recommended procedure for this. While we take every care to build software that runs robustly, record corruption is a risk with any database and the only true safeguard against it is to regularly backup both your Tradebox data and the data of any systems that interact with it. To take a backup in Tradebox, go to Configuration > Backup Database, or you will be prompted to backup when you close the program down.
As a user, the first thing you’re likely to notice is that orders are not downloading. The logs show no new lines although the data service appears to be running from the indicator in the upper right of the program and in Task Manager.
Alternatively, Windows may throw a generic protection fault. These display as a message box, typically with the text 'unhandled exception error'. If an unhandled exception fault is repeatable after restarting the service, contact Tradebox Support.
Checking if the service is running
- Go to Logs in the top right of the program. Check the timestamp of the most recent log line in the Process tab. Has it been more than 20 minutes since your last entry? If not, wait and check later. You can refresh the logs screen at any time by clicking on Logs again.
- Note – some processes communicating with the marketplaces do genuinely take a long time. An entry in the logs periodically such as ‘processing orders, please wait’ indicates the service is running as normal; in this instance no further action is needed, just wait for the process to complete.
- Does the Service Indicator show the service is running?
A red icon indicates that the service is not running; in this instance close Tradebox and reopen it to force the data service to restart.
A green icon indicates that Tradebox thinks the service is running.
Green indicator + no entries in logs in last 20 minutes = the service has stalled.
Resolving the Issue
- Check your Service PC: Only one machine on your network is responsible for running the Tradebox Data Service. To check, go to Configuration > Data Service. The Run On This Machine setting will indicate which PC has been set as the data service PC.
- Close Tradebox One. If you’re running across a network, make sure it is closed on all PC’s before proceeding.
- This step should be carried out on the Service PC you checked in step 1. Open Task Manager (Ctrl+Shift+Esc) and end the Tradebox Data Service.This will be found in the Details tab (Windows 10 + Windows 8 - you may need to click More Details from the inital view - or the Processes tab in Windows 7). Click on Tradebox _Service.exe and choose End Task. Note – it’s fine to leave the Tradebox Application Service running, this process is unaffected.
- This step only applies if integrating with Sage. Open Sage and log in with the Manager logon. Go to Settings > User Management > Active Sessions. If either TBUSER or TBSERVICE shows in the list, highlight them and click Remove. Neither should be actually logged in if Tradebox and the Data Service aren’t running. Say yes to the message, then Close the user list.
- Reopen Tradebox One. Within a few seconds the Data Service should start running. The Service Indicator should change from red to green . Go to Logs – you should see the line The Tradebox Service connected to the database as the most recent entry. Wait 90 seconds and refresh the Logs screen. You should then see the service loop has resumed normal running.