User cannot access Leads module (Gets no data) [Please Help]

đź’¬ General Discussion
1

Hello all,

I have an issue where a single user cannot access leads. They do not get a no access message, and the module shows up indicating they have permission, but when they access the leads module, it returns nothing - their display only shows “Leads” and nothing else. When I watch it in the dev console on Chrome, I get an error 500 on the leads page, and viewing it in console, the content literally ends in the section. Here is what I get in the failed account versus the good account.

Failed:

<!-- Start of page content -->
<div id="bootstrap-container"
     class="col-sm-9 col-sm-offset-3 col-md-10 col-md-offset-2 main bootstrap-container">
    <div id="content" class="content">
        <div id="pagecontent" class=".pagecontent">
<script>
                function showPopup(){
                alert('ERROR\nNo templates found.\nPlease go to the PDF templates module and create one');        
                }
            </script><div class='moduleTitle'>
<h2 class='module-title-text'> &nbsp;Leads </h2><span class='utils'><a href="#" class="btn btn-success showsearch"><span class=" glyphicon glyphicon-search" aria-hidden="true"></span></a>&nbsp;
<a id="create_image" href="index.php?module=Leads&action=EditView&return_module=Leads&return_action=DetailView" class="utilsLink">
<img src='themes/default/images/create-record.gif?v=w2JQ6q9iCocROzUhs4jB3g' alt='Create'></a>
<a id="create_link" href="index.php?module=Leads&action=EditView&return_module=Leads&return_action=DetailView" class="utilsLink">
Create
</a></span><div class='clear'></div></div>

{EOF}

Not Failed:

<!-- Start of page content -->
<div id="bootstrap-container"
     class="col-sm-9 col-sm-offset-3 col-md-10 col-md-offset-2 main bootstrap-container">
    <div id="content" class="content">
        <div id="pagecontent" class=".pagecontent">
<script>
                function showPopup(){
                alert('ERROR\nNo templates found.\nPlease go to the PDF templates module and create one');        
                }
            </script><div class='moduleTitle'>
<h2 class='module-title-text'> &nbsp;Leads </h2><span class='utils'><a href="#" class="btn btn-success showsearch"><span class=" glyphicon glyphicon-search" aria-hidden="true"></span></a>&nbsp;
<a id="create_image" href="index.php?module=Leads&action=EditView&return_module=Leads&return_action=DetailView" class="utilsLink">
<img src='themes/default/images/create-record.gif?v=w2JQ6q9iCocROzUhs4jB3g' alt='Create'></a>
<a id="create_link" href="index.php?module=Leads&action=EditView&return_module=Leads&return_action=DetailView" class="utilsLink">
Create
</a></span><div class='clear'></div></div>

<div class="clear"></div>
<div class='listViewBody'>
    <script type="text/javascript" src="include/javascript/popup_parent_helper.js?v=w2JQ6q9iCocROzUhs4jB3g"></script>
    <script>SUGAR.savedViews.displayColumns = "PRIORITY_C|COMPANY_C|NAME|TIMETOPURCHASE_C|ASSIGNED_USER_NAME";SUGAR.savedViews.hideTabs = "LEADRATING_C|LEAD_SOURCE|TSM_TRADESHOWMANAGER_LEADS_1_NAME|INITIALCONTACT_C|PHONE_WORK|EMAIL1|TITLE|REFERED_BY|DEPARTMENT|DO_NOT_CALL|PHONE_HOME|PHONE_MOBILE|FOLLOWUPACTIONS_C|PHONE_OTHER|NUMBEROFMACHINES_C|PHONE_FAX|PRIMARY_ADDRESS_COUNTRY|PRIMARY_ADDRESS_STREET|PRIMARY_ADDRESS_CITY|PRIMARY_ADDRESS_STATE|PRIMARY_ADDRESS_POSTALCODE|ALT_ADDRESS_COUNTRY|ALT_ADDRESS_STREET|ALT_ADDRESS_CITY|ALT_ADDRESS_STATE|ALT_ADDRESS_POSTALCODE|CREATED_BY|MODIFIED_BY_NAME|STATUS";SUGAR.savedViews.selectedOrderBy = "PRIORITY_C";SUGAR.savedViews.selectedSortOrder = "ASC";</script>
        
        <script>

{... Continues ...}

It doesn’t appear to be a permissions issue, because it previously worked and stopped working without any upgrades etc between when it did and did not work. I have tried a new account for that person, both by duplicating their old account and by duplicating another known-working account, and even given the user admin (temporarily) to try and see if is purely a permissions issue - which it seems to not be a permission issue.

When I set logging to DEBUG, this is the output (it was hard to get for just the affected user going into leads, so I believe but cannot guarantee this is only from that action alone.)

Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] current_language is: en_us
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCachesMash
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCacheMemcache
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Using cache backend SugarCacheMemcache, since 900 is less than 1000
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCacheMemcached
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCacheZend
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCacheMemory
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCacheAPC
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCacheRedis
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCacheFile
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Found cache backend SugarCacheWincache
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Hook called: ::after_entry_point
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Including module specific hook file for custom/modules
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Including Ext hook file for custom/application
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Hook called: ::after_session_start
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Unable to find SugarController:: index
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] We have an authenticated user id: 6b001ddf-3c22-ca77-4bd2-5cf56ebf523c
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Hook called: Users::before_retrieve
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Including module specific hook file for custom/modules/Users
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Retrieve User : SELECT users.*,users_cstm.* FROM users  LEFT JOIN users_cstm ON users.id = users_cstm.id_c  WHERE users.id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND users.deleted=0
Mon Jun  3 13:14:35 2019 [105948][-none-][DEBUG] Limit Query:SELECT users.*,users_cstm.* FROM users  LEFT JOIN users_cstm ON users.id = users_cstm.id_c  WHERE users.id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND users.deleted=0 Start: 0 count: 1
Mon Jun  3 13:14:35 2019 [105948][-none-][INFO] Query:SELECT users.*,users_cstm.* FROM users  LEFT JOIN users_cstm ON users.id = users_cstm.id_c  WHERE users.id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND users.deleted=0 LIMIT 0,1
Mon Jun  3 13:14:35 2019 [105948][-none-][INFO] Query Execution Time:0.00012612342834473
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query:SELECT u1.first_name, u1.last_name from users  u1, users  u2 where u1.id = u2.reports_to_id AND u2.id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' and u1.deleted=0
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query Execution Time:5.1021575927734E-5
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query:SELECT
                    ea.email_address,
                    ea.email_address_caps,
                    ea.invalid_email,
                    ea.opt_out,
                    ea.confirm_opt_in,
                    ea.date_created,
                    ea.date_modified,
                    ear.id,
                    ear.email_address_id,
                    ear.bean_id,
                    ear.bean_module,
                    ear.primary_address,
                    ear.reply_to_address,
                    ear.deleted
                FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id
                WHERE
                    ear.bean_module = 'Users'
                    AND ear.bean_id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c'
                    AND ear.deleted = 0
                ORDER BY ear.reply_to_address, ear.primary_address DESC
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query Execution Time:5.6028366088867E-5
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Hook called: Users::after_retrieve
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: --------------------- CHECK FACTOR AUtH ---------------------
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: User needs factor auth, request is not Logout
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: User does`nt need factor auth
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Current user is: [USERNAME REDACTED]
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Current user is: [USERNAME REDACTED]
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] setting cookie ck_login_id_20 to 6b001ddf-3c22-ca77-4bd2-5cf56ebf523c
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] setting cookie ck_login_language_20 to en_us
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] current_language is: en_us
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Performing action: action_listview MODULE: Leads
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEPRECATED] Array
(
)

Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][WARN] CSS File Dawn/yui.css not found
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query:SELECT parent_id, parent_type FROM favorites WHERE assigned_user_id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND deleted = 0 ORDER BY date_entered DESC
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query Execution Time:4.6968460083008E-5
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Limit Query:SELECT item_id, item_summary, module_name, id FROM tracker WHERE id = (SELECT MAX(id) as id FROM tracker WHERE user_id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND deleted = 0 AND visible = 1) Start: 0 count: 50
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query:SELECT item_id, item_summary, module_name, id FROM tracker WHERE id = (SELECT MAX(id) as id FROM tracker WHERE user_id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND deleted = 0 AND visible = 1) LIMIT 0,50
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query Execution Time:6.103515625E-5
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Tracker: retrieving 2 items
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query:SELECT id,name FROM aos_pdf_templates WHERE type = 'Leads' AND deleted = 0  AND active = 1 ORDER BY name
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query Execution Time:0.00013279914855957
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] metadatafile=custom/modules/Leads/metadata/listviewdefs.php
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][WARN] Trying to get property of non-object: list view data "order by" is not defined
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][WARN] Trying to get property of non-object: list view data "sort order" is not defined
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query:SELECT id, name FROM saved_search
                  WHERE
                    deleted = '0' AND
                    assigned_user_id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND
                    search_module =  'Leads'
                  ORDER BY name
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query Execution Time:7.7962875366211E-5
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEPRECATED] Using row number in fetchByAssoc is not portable and no longer supported. Please fix your code.
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Hook called: ::server_round_trip
Mon Jun  3 13:14:35 2019 [105948][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Calling MySQLi::disconnect()
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] current_language is: en_us
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCachesMash
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCacheMemcache
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Using cache backend SugarCacheMemcache, since 900 is less than 1000
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCacheMemcached
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCacheZend
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCacheMemory
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCacheAPC
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCacheRedis
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCacheFile
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Found cache backend SugarCacheWincache
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Hook called: ::after_entry_point
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Including module specific hook file for custom/modules
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Including Ext hook file for custom/application
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Hook called: ::after_session_start
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Unable to find SugarController:: index
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] We have an authenticated user id: 6b001ddf-3c22-ca77-4bd2-5cf56ebf523c
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Hook called: Users::before_retrieve
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Including module specific hook file for custom/modules/Users
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Retrieve User : SELECT users.*,users_cstm.* FROM users  LEFT JOIN users_cstm ON users.id = users_cstm.id_c  WHERE users.id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND users.deleted=0
Mon Jun  3 13:14:35 2019 [105945][-none-][DEBUG] Limit Query:SELECT users.*,users_cstm.* FROM users  LEFT JOIN users_cstm ON users.id = users_cstm.id_c  WHERE users.id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND users.deleted=0 Start: 0 count: 1
Mon Jun  3 13:14:35 2019 [105945][-none-][INFO] Query:SELECT users.*,users_cstm.* FROM users  LEFT JOIN users_cstm ON users.id = users_cstm.id_c  WHERE users.id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' AND users.deleted=0 LIMIT 0,1
Mon Jun  3 13:14:35 2019 [105945][-none-][INFO] Query Execution Time:0.00015091896057129
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query:SELECT u1.first_name, u1.last_name from users  u1, users  u2 where u1.id = u2.reports_to_id AND u2.id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c' and u1.deleted=0
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query Execution Time:5.1021575927734E-5
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query:SELECT
                    ea.email_address,
                    ea.email_address_caps,
                    ea.invalid_email,
                    ea.opt_out,
                    ea.confirm_opt_in,
                    ea.date_created,
                    ea.date_modified,
                    ear.id,
                    ear.email_address_id,
                    ear.bean_id,
                    ear.bean_module,
                    ear.primary_address,
                    ear.reply_to_address,
                    ear.deleted
                FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id
                WHERE
                    ear.bean_module = 'Users'
                    AND ear.bean_id = '6b001ddf-3c22-ca77-4bd2-5cf56ebf523c'
                    AND ear.deleted = 0
                ORDER BY ear.reply_to_address, ear.primary_address DESC
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][INFO] Query Execution Time:5.6982040405273E-5
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Hook called: Users::after_retrieve
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: --------------------- CHECK FACTOR AUtH ---------------------
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: User needs factor auth, request is not Logout
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] FACTOR AUTH: User does`nt need factor auth
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Current user is: [USERNAME REDACTED]
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Current user is: [USERNAME REDACTED]
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] setting cookie ck_login_id_20 to 6b001ddf-3c22-ca77-4bd2-5cf56ebf523c
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] setting cookie ck_login_language_20 to en_us
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] current_language is: en_us
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Hook called: ::server_round_trip
Mon Jun  3 13:14:35 2019 [105945][6b001ddf-3c22-ca77-4bd2-5cf56ebf523c][DEBUG] Calling MySQLi::disconnect()

I do not see any errors showing up in the PHP log, the Apache log or in the MYSQL log at either the system or site level, so the problem is somewhere within the sugar/suite system.

Is there anyone who can at least help me look in the right direction?

Thank you all very much!

2

Because of the messages in your log, specifically these


[WARN] Trying to get property of non-object: list view data "order by" is not defined
[WARN] Trying to get property of non-object: list view data "sort order" is not defined

I suspect it’s an issue with the saved searches. This is also consistent with the fact that it happens only to one user.

So please try to clear that user’s saved searches (filters) one by one until the problem is solved.

If you can’t do it normally from the UI, you can try with this hack:

https://suitecrm.com/suitecrm/forum/installation-upgrade-help/19522-ajax-error-for-some-users-when-going-to-the-view-a-list-of-contacts#68002

If that still doesn’t work, you will have to try it directly from the database. I can help you if necessary.