Company: Link Technologies
Case No: L12736. Project: 14.00: LinkSOFT Version 14.00
Logged By: Aarti Pooja Gayaneshwar (Link Business Solutions) on behalf of Sanjay (Link Technologies) on 30 May 2022 11:11AM
Priority: High
Product: Payroll & HR
Group: Software Defect
Time Taken: 20.50 (Weight: 20.50)
Version: 14.00
Assigned To: Development
Circulation: Aarti Pooja Gayaneshwar, Development, Sanjay, Vineet
Resolve By: Thursday, 16 June 2022 02:46 PM [693 days since logged date]
Status: Closed
Subject: TNA Import Log Screen - Times out

Tappoos has advised that the "TNA Import Log Screen" times out.

Timeout Image:

Event Log Error:

  • Exception of type 'System.Web.HttpUnhandledException' was thrown.
  • Object reference is not set to an instance of an object.

Client Information:

  1. Client Name: Tappoo Group of Companies
  2. Server: XXXXX
  3. Version: 13
  4. Database: Linksoft

They are not willing to share their database and requested to look at this on site. 

Audit Notes:Edited by sanjay on 19/07/22 12:02. Edited by sanjay on 19/07/22 08:54. Edited by sanjay on 19/07/22 08:54. Edited by sanjay on 12/07/22 17:57. Edited by aarti on 30/05/22 11:11. 
30 May 202210:43AM Comment 1 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 30-05-2022 04:42 PM Time Taken: 1.00

Hi Aarti, can you please update the case with version, server and database information ?. Please read the helpdesk guidelines as I cannot help unless I am given sufficient information.

Once the case has the details, assign the case to me for a quote to diagnose the issue on-site and the reason why we cannot get the database here in our environment.

31 May 202210:26AM Comment 2 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 31-05-2022 04:22 PM Time Taken: 1.00 Notes: Edited by sanjay on 31/05/22 10:29. 

Hi Vineet, we can do the diagnostics on their TEST Server. 

  1. Give them a days work - 8 hrs. Please add your effort as well as I will need you on the call as well.
  2. We will need the following access details;
    1. RDP access to the SQL and Web Servers. Please provide server details with local admin access
    2. Profiler and SSMS access on the SQL server
  3. Add details of form names and site details including server specs

09 Jun 202207:05AM Comment 3 by Aarti Pooja Gayaneshwar (Link Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 10-06-2022 01:00 PM Time Taken: 0.50 Notes: Edited by vineet on 10/06/22 08:49. 

Hi Sanjay


Tappoo has accepted our quote. Please let us know when is it convenient for you to look into this.


Server Details:
Unattended Anydesk Detail sent on Skype

Server IP:

Server Name: ESSTEST

Database Name: LINKSOFT-Tappoo-Training

V: 13


12 Jun 202208:49AM Comment 4 by Sanjay (Link Technologies) Assigned To: Aarti Pooja Gayaneshwar (Link Business Solutions) Followup Date: 16-06-2022 02:46 PM Time Taken: 1.00 Notes: ETC extended from: 24/05/2022 to 16/06/2022
Hi Aarti, please see comment 2. For remote diagnostics, I need RDP/VPN access. We do not use Anydesk.

14 Jun 202203:12PM Comment 5 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 14-06-2022 09:12 PM Time Taken: 2.00

Hi Aarti, I had a discussion with Vineet and he is saying the client is not willing to provide RDP or VPN Access. Without this, diagnostics is very difficult.

Please note that you only need to create a development case once work is ready to go ahead. Until then, just have the customer case so there's just one place for discussions. 

Important Note:

  1. Timeout issues are happening because they are trying to place all companies into one database. Suggest they move sensitive corporate payroll to a separate database so we can quickly address issues in TNA systems.
  2. Timeout issues will also happen if the DB is not properly tuned especially when you have so many companies and employees in one DB.
  3. We require RDP or VPN access in order to do performance monitoring using our licenced tools. If an NDA is signed, the client needs to trust their payroll provider. If they do not want to trust, then use option 1 above.

Figure 1 - Skype discussion with Vineet

Vineet, 7:51 AM
ok I did not log that. Let me do that now

7:51 AM
On a separate note, Tappoo is not willing to set up VPN. As per Prageeth, it is the same as giving you a copy of the database. Are you in a position to respond to him, please.
Vineet, Today at 7:18 AM
Let's discuss this in a Teams session and do a response together

I will close this case for now. We can open once we have all the relevant details and are ready to proceed. You may copy these comments into the customer case and explain/discuss with them.

12 Jul 202205:57PM Comment 6 by Sanjay (Link Technologies) Case L12736 added to project 14.00
12 Jul 202205:59PM Comment 7 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 12-07-2022 11:57 PM Time Taken: 8.00
PART A - Development work for this case has been completed.

1. The change will be available in version: 14.00 and Patch 13.40.0712

2. The following changes were made(Include Database object names, Program classes, and any other relevant information):

  1. Added use of Temporary table instead of Table variable to allow Indexing of Filename in the procedure

3. Affected Areas:

  1. Timesheet Import Log Form in LinkSOFT

4. The issue was caused by:

  1. Programming performance Improvement

5. Other Relevant Notes
6. Next Step
(Review and System Test (Developer) -> UAT (Quality) -> Documentation): UAT

12 Jul 202206:03PM Comment 8 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 12-07-2022 11:59 PM Time Taken: 1.00
4 hours billing added to licence portal

12 Jul 202206:17PM Comment 9 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 13-07-2022 12:03 AM Time Taken: 2.00
A patch is available for LinkSOFT 13.40 at this link.

19 Jul 202203:43PM Comment 10 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 19-07-2022 09:34 PM Time Taken: 4.00
Issue verified on client site. Object changes were verified in the test environment and form tested. Closing case.

If you have any queries regarding this support incident, please email and include the Case No: L12736 in the subject line of all emails regarding this issue.

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