Resolve "The Import operation took longer than the set timeout" error when exporting to Sage 300 CRE®
Background
Occasionally, items may fail to export from Procore to either Sage 300 CRE® due to a timeout. This indicates that there is a problem with the synchronization with your ERP server. In most situations, this can be resolved by closing a few tasks and restarting the hh2 Synchronization Service. You or your IT support may try the following steps on the server which Sage 300 CRE® and hh2 are hosted to try to resolve the issue.
Steps
Use the following troubleshooting stages to isolate and resolve the synchronization timeout. If you are completing these steps sequentially, start with basic task management before moving on to server verification and advanced environmental configurations.
End tsObject.exe tasks
Consult Microsoft support specific instructions related to your version of Windows. For your convenience we include the following general steps:
Display either the Processes or Details tab.
Locate and select tsObject.exe (Timberline Object Viewer).
Click the End Task button.
Repeat for each instance of tsObject.exe.
Restart hh2
Locate hh2 Synchronization Service and right-click.
Choose Restart.
Reject or Retrieve items
After successfully restarting the hh2 Synchronization Service, the integration pipeline must be cleared of the stuck records. To do this, you must navigate to the ERP Integration tool in Procore, locate the failed commitment or item, and choose to either reject or retrieve it.
Once the item has been returned to an editable state, you can re-send it to the ERP export queue to initiate a fresh synchronization attempt. If the items continue to fail with a timeout error, please proceed with the advanced troubleshooting steps detailed below.
Verify the Data Successfully Reached Sage
For Standard Macro Users: The Batch Import Folder
When most items are exported, the process creates matching files locally on the server. Finding these files indicates that the data payload was successfully generated and transmitted to your local server environment.
Open the local server's file explorer and navigate to the C Drive.
Open the ProgramData folder.
Note: This is a hidden folder; you may need to adjust your Windows settings to unhide it.Navigate through the following path:
Digital Business Integration>BatchImport.Open the unique integration folder (displaying a long string of random numbers and letters) located inside BatchImport.
Note: If there is more than one folder listed, make sure to choose the one with the most recently modified date.Verify that a matching CSV file and TXT file both exist for the exported item.
Example: If you are exporting Commitment SC-001, both files must display that exact commitment name.
Once both files are visible in this directory, the sync client has delivered the payload to the local environment. Note: It may still take a brief period for Procore to update its status to "Successful in ERP".
For Commitment/CCO API Endpoint Users: The Sage Log Viewer
If your integration utilizes the Commitment/CCO API endpoint rather than the traditional macro process, these items will not populate or appear in the local Batch Import folder. Instead, you must verify their export status via the Sage environment directly:
Open your Sage 300 CRE environment on the server.
Access the tracking logs by navigating to: Job Cost > Tools > Log Viewer.
Look for recent entries originating from the Hydrous / Procorehh2 application source to confirm successful transmission.
Advanced Troubleshooting
If the timeout error continues after ending stuck tasks and restarting the sync service, the issue is likely caused by an unresolved prompt or permission restriction within your Sage 300 CRE environment. Have your IT support or Sage Application Administrator log into the host server to perform the following advanced steps:
Clear Lingering Sage Environment Pop-Ups
An unhandled pop-up window or error message running in the background can freeze the hh2 sync client, causing multiple instances of tsObject.exe to stack up and trigger a timeout.
To expose and resolve these blocks, have an Admin user log into Sage 300 CRE directly on the server and keep it open in the background while attempting an export. Dismiss any of the following specific prompts if they appear:
License Expiration Warning: If you see a warning stating "License will expire in XX days since all recent attempts to contact Sage have failed," check the box for In the future, do not show me this dialog box and click OK.
Possible Relationship Inconsistencies (PRI): This environment error must be cleared by a user with the Sage Application Administrator role. Check the box for Do not show this warning when file is next opened and click OK. (Note: Non-admin users who check this box will only "snooze" the warning temporarily).
JC New Transaction File Missing: If a prompt appears stating "The JC New Transaction file was not found. The file will be created," simply click OK to allow the system to create the file and proceed.
Update hh2 Service Server Permissions
If no pop-up windows are visible but the export still times out, the hh2 service may be encountering server-level permission blocks when attempting to interact with Sage. By default, the service runs under a restricted system profile, but you can configure it to run with elevated local administrator privileges:
Launch Windows Services on the host server.
Right-click hh2 Synchronization Service and select Properties.
Click the Log On tab.
Change the selection from Local System account to This account.
Enter the username and password for a Local Windows Administrator account that has full administrative privileges to both the server and Sage.
Click Apply, click OK to save your changes, and then Restart the hh2 Synchronization Service.
If the hh2 Synchronization Client is updated or reinstalled in the future, Windows will automatically revert this setting back to the default Local System account. If the timeout error returns following an update, you will need to re-apply these log-on credentials.