Accelerator Troubleshoot: Difference between revisions

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IE
21 Nov 22


In IE if the toolbar is not enabled it will not appear. To enable the toolbar right click on the menu area and you should see the "Sage CRM Accelerator" option.
Uninstall the classic Outlook add-in


[[File:ieenable.png]]
Go to add/remove programs on the machine with Outlook


Select this and follow any on screen instructions to enable the toolbar.
Select the "CRM Together Outlook Add-on"
 
[[File:ac_uninstall_classic.png]]




----
----
Outlook
12 Feb 2022
 
Error code #5532
 
"Customized functionality in this application will not work" error when opening outlook the first time the add in is installed.
To fix this you enable the appropriate ClickOnce Trust Prompts in Regedit.
 
Ref:
https://docs.microsoft.com/en-us/visualstudio/deployment/how-to-configure-the-clickonce-trust-prompt-behavior?view=vs-2022
 
You can download a file to install these settings in your registry from here. This should only be done by an IT person who knows what they are doing.


If the Accelerator is not appearing it could be down to the URL or user settings (username/password) not being correct. Update these via the IE toolbar.
  https://update.crmtogether.com/support/trust.reg


You may need to re-enable the toolbar also. To do this click "File"->"Options". From the dialog select "Add-Ins" and click "Go".
----
26 Aug 2021


In the "COM Add In" dialog select the SageCRMOutlook option and ensure it is checked.  
Outook Today is blank.


[[File:addin.png]]
Workaround
* Close Outlook.
* To open the Registry Editor, select Start > Run, then type regedit and click OK.
* In the left pane, expand the following registry key: HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION
* Right-click on Outlook.exe and select modify.
* Select Decimal, then change the value to 10001.
* Select the Decimal value and enter 10001.
* Select OK, then close the Registry Editor.
* Restart Outlook.


Click "Ok" and re-start Outlook
Ref: https://support.microsoft.com/en-us/office/outlook-today-does-not-load-correctly-after-installing-the-grammarly-add-in-d646677f-2077-431d-9406-6e52f752e7a8


----
----
Word


If the Accelerator is not appearing it could be down to the URL or user settings (username/password) not being correct. Update these via the IE toolbar.
User has no premissions to run the classic installer
 
Workaround:
* Close Outlook
* Turn off UAC
* When prompted to install for all users select NO
* Change the install path to be
 
    C:\Users\<USERNAME>\AppData\Roaming\CRM Together
* Turn on UAC
* Open Outlook


You may need to re-enable the toolbar also. To do this click "File"->"Options". From the dialog select "Add-Ins" and click "Go".


In the "COM Add In" dialog select the SageCRMWord option and ensure it is checked.
----


[[File:wordaddin.png]]
1 Oct 2019


Click "Ok" and re-start Word
Microsoft update "KB4516061" may be causing IIS to crash (resolution is to uninstall this update)


----
----
Saving a file via Accelerator throws an error
10 Sept 2018
 
Outlook Version 1808 (and later) on high res monitors is breaking Accelerator. Blank screens appear where the browser should be. This is down to a change Microsoft did around DPI resolution and switching between high and low res monitors.
 
For now the resolution is to open Outlook and click
 
File->Options
 
General
 
Select the "Optimize for compatibility" option


System.Web.Services.Protocols.SoapException: System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.ArgumentException: Path cannot be the empty string or all whitespace.
Re-start outlook
  at System.IO.Directory.CreateDirectory(String path, DirectorySecurity directorySecurity)
  at SageCRMWSBase.SageCRMWSBaseService.folderCheck(String path)
  at SageCRMWS.SageCRMWSAccelerator.insertDocument(String EntityName, String EntityID, CRMDocumentClass dc)
This can be caused by using a UNC path in the system


E.G
This issue is caused by a change for "Office support for high definition displays"
\\CRMServer\Documents\Library\


It must be a path mapped to a drive
[[File:outlook_options_dpi.png]]
E.G
D:\\Documents\Library\


----
----
Sage CRM 7.1a issue fix


Some reports came in of issues with Sage CRM 7.1a not allowing more than 15 characters in the new email.


The fix for this is to run the following SQL on the CRM database
28 May 2018 - updated this help to archive old issues and rare environment problems
 
These can now be found in


    update custom_edits
https://accelerator.crmtogether.com/index.php?title=Accelerator_Troubleshoot_archive
    set colp_datasize='255',
    colp_lookupwidth='255'
    where colp_colname='pers_emailaddress'


----
----
Cannot see Accelerator in Outlook/Word
Cannot see Accelerator in Outlook


The add in may be disbaled.
The add in may be disabled or in-active.


To check this Open outlook and view the File->Options->Add-ins
To check this Open outlook and view the File->Options->Add-ins


Within this area check if the "SageCRMOutlook" add-in is disabled and re-enable if so
Within this area check if the add-in is disabled and re-enable if so
 
To view add-in options click File
 
[[File:outlook_file.png]]
 
select Options
 
[[File:outlook_options.png]]
 
Click Add-ins
 
[[File:outlook_options2.png]]
 
Click the Go... button
 
[[File:manage_active.png]]
 
and check the box and click OK
 
The restart outlook
 
If the add-on is disabled select the disabled option from the drop down and re-enable
 
[[File:manage_disabled.png]]
 
[[File:disabled_items.png]]
 
 
 
----
If you see an error when clicking on the history button you may need to change the setting sqldatetimeformat
 
By default it is set to
 
  <add key="sqldatetimeformat" value="yyyy-dd-MM"/>
 
You may need to change to
 
  <add key="sqldatetimeformat" value="yyyy-MM-dd"/>
 
 
----
 
Cannot see emails filed within CRM
 
Ths issue is that the default filter on the communications screen is set to "Pending" and the emails are filed as "Complete".
Change your filter to view the emails.
 
[[File:comm_status.png]]
 
 
 
----
 
You cannot use the ampersand '&' character or '%' character in a password when using Accelerator. This is due to a bug in the Sage CRM web-service API
 
Ref: https://community.sagecrm.com/user_community/f/84/p/9460/30971.aspx#30971
 
 
----
 
Users must have web-service access set to true
 
 
----
 
New Appointment/Task error in Outlook (webpicker)
 
[[File:appttaskerr.png]]
 
If you add a new custom entity to CRM and add the "Communication" field that was created to the screen "AcceleratorWebPicker" you will see this error.
 
To resolve remove the field from this screen.
 
 
----
 
Reconnect to CRM - Prompt when outlook is opened. (Sage CRM Offline Access failed)
 
[[File:reconnecttologon.png]]
 
This can happen when the logon fails when Outlook is started.
 
A checklist for this is as follows:
 
1. User is allowed log on to CRM via CRM's web services (Allow WebService Access:True)
  Navigate to the users details (Administration -> Users -> Users) and view the users details and check that the
  "Allow WebService Access" setting is set to true
 
[[File:allowwebservice.png]]
 
2. Accelerator license check.
  Navigate to "Administration -> Accelerator -> User Management"
  From that screen check that the user is in the list
 
Typical Errors that need this resolution say "Disconnected" in the text
 
3. In the Outlook settings check that the active path is set and that the value is correct
 
[[File:activepath.png]]
 
4. You cannot use the ampersand '&' character in a password when using Accelerator (this is due to a web-service bug in Sage CRM).
 
 
----
 
Date/Time Formatting
 
The screens displayed in outlook are CRM screens and the date/time formatting is controlled from CRM via the user preferences.
 
[[File:datetimepref.png]]
 
Once changed the changes will only be reflected on the next user session logon. With Outlook this typically will not happen until IIS is reset (or CRM restarts) as it keeps the same session.
 
----
 
Large emails not filing
 
Issue is down to the size of the email and a limit in IIS
 
To adjust the limit do the following:
 
IIS7,  IIS Admin & Click your CRM site and expand it then click the ASP icon.
 
[[File:iisasp.png]]
 
Expand the Limits Properties icon, and change the value in the “Maximum Requesting Entity Body Limit” to a value larger than 200000.
 
Max value is 2147483647
 
[[File:iisaspmax.png]]
 
The Error for this can look like the following:
 
pr_insertCommunication failed: Entity:person;ID:471;UserId:;Message:Communication creation failed for person:Error occurred during the call to eWare.Init().Exception: Type mismatch<br />In IIS check the application pool that your custom site is running in and make sure it is the same application pool as CRM.;Stack Trace:  at SageCRMWSBase.SageCRMWSBaseService.pr_insertCommunication(StringDictionary CommParams, String EntityName, String EntityID,  StringDictionary CommLinkParams, String UseUserId, String CommId, Boolean UpdateCommLinks)
 
[[File:comm_creation_failed.png]]
 
15/06/2016 Issue can also appear as:
 
  Error :System.Web.Services.Protocols.SoapException: Communication creation failed for: personID:Error occurred during the call to eWare.Init().Exception: Type mismatch<br />In IIS check the application pool that your custom
  site is running in and make sure it is the same application pool as CRM.;Message:Communication creation failed for person:Error occurred during the call to eWare.Init().Exception: Type mismatch<br />In IIS check the
  application pool that your custom site is running in and make sure it is the same application pool as CRM.;Stack Trace:  at SageCRMWSBase.SageCRMWSBaseService.pr_insertCommunication(StringDictionary CommParams, String
  EntityName, String EntityID, StringDictionary CommLinkParams, String UseUserId, String CommId, Boolean UpdateCommLinks)
  at SageCRMWSBase.SageCRMWSBaseService.pr_insertCommunication(StringDictionary CommParams, String EntityName, String EntityID, StringDictionary CommLinkParams, String UseUserId, String CommId, Boolean UpdateCommLinks)
  at SageCRMWSBase.SageCRMWSBaseService.pr_insertCommunication(StringDictionary CommParams, String EntityName, String EntityID, StringDictionary CommLinkParams)
  at SageCRMWS.SageCRMWSAccelerator.insertCommunicationEmail(String EntityName, String EntityID, CRMDocumentClass dc, String emailType)
----
 
IIS 8 and 404 (404.17) messages on screens
 
You must install .net4.5 via the server manager (add feature) to enable.
 
[[File:server_install_asp_net.png|200px]]
 
[[File:iis_isapi_and_cgi_restrictions.png|200px]]
 
[[File:iis_isapi_and_cgi_restrictions_allow.png|200px]]
 
see also
[https://techcommunity.microsoft.com/t5/iis-support-blog/404-page-not-found-error-even-though-the-page-exists/ba-p/1480908 https://techcommunity.microsoft.com/t5/iis-support-blog/404-page-not-found-error-even-though-the-page-exists/ba-p/1480908]
 
Also finally you may have an issue with the bookmarks lookup.
 
To fix we set the following fields
 
<add key="CRMCodedPath" value="http://yourserver/crm/" />
 
And
 
<add key="GatewayCRMPath" value="http://crm.yourserver.com/CRM/"/>
 
 
----
Outlook add on keeps disappearing
 
You need to open your registry and navigate to
 
  HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\CRM Together Outlook Add On\
 
and delete the key
 
  Warmup
 
and set the value for
 
  LoadBehavior
 
to be 3
 
Re-start outlook then
 
ref: https://support.microsoft.com/en-ph/help/4017116/event-4096-is-logged-if-the-warmup-entry-is-set-for-vsto-add-ins-in-ou
 
 
 
----
Email date and times are going in incorrectly (EG as 1899)
 
Chances are you are running MSSQL 2012 and you need to set this as follows:
 
    <add key="sqldatetimeformat2" value="o"/>
 
 
 
----
 
CRMCodedPath setting
 
If your system does not allow http requests from with IIS to an outside/external address you can set the internal address within the web config
 
<add key="CRMCodedPath" value="" />
 
sample value
 
http://localhost/crm
 
    *requires CRM setting IPAddressChecking to be disabled – this is in the registry
 
 
 
----
Take control of your Outlook 2013 add-ins
 
https://www.microsoft.com/en-us/microsoft-365/blog/2012/10/08/take-control-of-your-outlook-2013-add-ins/
 
See also
 
https://support.microsoft.com/en-us/kb/2733070
 
 
----
 
System Logging - This is used ONLY to detect environment specific issues
 
Open windows and enter %temp% in the path
 
This should open the folder "C:\Users\username\AppData\Local\Temp" for example (or even  "C:\Users\username\AppData\Local\Temp\1")
 
Create a file called "ctlog.txt"
 
Re-start Outlook.
 
When you use Accelerator the system will create a file for each day with logging information *this should not be used long term
 
The log files will be created with the name format
 
  CRMTogetherLogFile_mmddyyyy.txt
 
EG
  CRMTogetherLogFile_06162015.txt
 
Reproduce any issue and send the file to support (zip up if needed as the file may be large)
 
----
 
Could not create SSL/TLS secure channel
 
This issue is due to the SSL path (https) not working from the server.
 
The system acts like a proxy and so if https is used from outside then it is used internally (from the server) also.
 
Two options here are:
 
1. Configure the server to work with the https path.
 
2. Use the CRMCodedPath setting.
If your system does not allow http requests from with IIS to an outside/external address you can set the internal address within the web config
<add key="CRMCodedPath" value="" />
sample value
 
http://localhost/crm
  *requires CRM setting IPAddressChecking to be disabled – this is in the registry
 
 
 
 
----
 
Manage your add-ins
 
Click File
 
[[File:filemenu.png]]
 
You will see a button "Manage COM add-ins".
 
[[File:slowanddis.png]]
 
Click this.
 
You will see a dialog
 
[[File:manageaddins.png]]
 
Click Always Enable this add-in
 
and then click Close
 
 
 
----
Error on Summary screens -
 
  "An existing connection was forcibly closed by the remote host"
 
Fix: you need to set the "GatewayCRMPath" in the web.config file
 
EG
 
  <add key="GatewayCRMPath" value="http://www.server.com/CRM/" />
 
 
----
 
Some users getting errors when filing emails with attachments
 
[[File:usernamebadlibrary.png]]
 
This can be caused by the user in CRM not having a first and last name set and also by the first name having a space before the name.
 
Fix this in CRM itself to resolve this issue (outlook restart required)
 
 
----
4.7.1.0 issue
If when using Accelerator a request is made with an invalid session the error response is cached.
 
In the custompages/sagecrmws/web.config
 
Add in the line
 
  <add key="DisableCaching" value="Y"/>
 
to disabled the caching to resolve this.
 
This will be fixed in 4.7.1.1
 
 
----
Install error: Cannot find the supported version of Outlook
 
You see this error
 
[[File:versionsupportoutlook.png]]
 
when installing Accelerator.
 
This is caused by a corrupted install of Outlook and Outlook needs to be re-installed.
 
 
----
 
Mark Add in as always enabled.
 
'''Add-in Resiliency'''
 
To Manually do this open regedit and navigate to
 
  Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Resiliency\DoNotDisableAddinList
 
*the path may vary depending on your version of Office (in this case its 16.0
 
Create a DWORD value "CRM Together Outlook Add On" and set the value to be 1
 
[[File:resilianecy_fix.png]]
 
ref: https://support.netdocuments.com/hc/en-us/articles/205219670-Changing-the-Load-Behavior-of-the-ndOffice-Add-ins
 
---
 
Below is the location in the registry of the user settings (in case you need to manually review/remove these)
 
Computer\HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\LowRegistry\CRM Together\SageCRM
 
 
----
 
The add-on doesn’t auto-load.  We need to go into Outlook>Option>Add-Ins and manually turn it on.
 
We recommend that you re-install the client add-in.
If that didn’t work look at the registry settings on that machine
 
[HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\CRM Together Outlook Add On]
The ‘Load Behaviour’ value should be 3
 
[[File:loadbehaviour3.png]]
 
 
----
16 July 2020
 
Issue:Company matches on addresses like "gmail.com" cause outlook to hang.
 
This is caused by a change in how the system  searches on companies. The number of records is not limited and therefore slows the system down.
A workaround is to the setting to be added to the “custompages/sagecrmws/web.config” file
 
              <add key="findCompanyByEmailFilter" value="select top 20 comp_companyid as ELink_RecordID from vSummaryCompany where comp_emailaddress like '%#searchsql#'" />
 
 
Add this to the bottom just above the </appSettings> tag
 
 
----
Uninstall the client
 
Normally to uninstall the client you would go to "add or remove programs" but if this is not allowed you can find the uninstall program in the installation folder.
Depending on the users permissions the install folder will be either
 
1. C:\Program Files\CRM Together\OutlookAddIn
 
or
 
2. C:\Users\marc\AppData\Roaming\CRM Together\OutlookAddIn
 
and the uninstall program called "unins000.exe"
 
Run the "unins000.exe" to remove the client

Latest revision as of 11:44, 13 January 2023

21 Nov 22

Uninstall the classic Outlook add-in

Go to add/remove programs on the machine with Outlook

Select the "CRM Together Outlook Add-on"


12 Feb 2022

Error code #5532

"Customized functionality in this application will not work" error when opening outlook the first time the add in is installed. To fix this you enable the appropriate ClickOnce Trust Prompts in Regedit.

Ref: https://docs.microsoft.com/en-us/visualstudio/deployment/how-to-configure-the-clickonce-trust-prompt-behavior?view=vs-2022

You can download a file to install these settings in your registry from here. This should only be done by an IT person who knows what they are doing. 

 https://update.crmtogether.com/support/trust.reg

26 Aug 2021

Outook Today is blank.

Workaround

  • Close Outlook.
  • To open the Registry Editor, select Start > Run, then type regedit and click OK.
  • In the left pane, expand the following registry key: HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION
  • Right-click on Outlook.exe and select modify.
  • Select Decimal, then change the value to 10001.
  • Select the Decimal value and enter 10001.
  • Select OK, then close the Registry Editor.
  • Restart Outlook.

Ref: https://support.microsoft.com/en-us/office/outlook-today-does-not-load-correctly-after-installing-the-grammarly-add-in-d646677f-2077-431d-9406-6e52f752e7a8

User has no premissions to run the classic installer

Workaround:

  • Close Outlook
  • Turn off UAC
  • When prompted to install for all users select NO
  • Change the install path to be
   C:\Users\<USERNAME>\AppData\Roaming\CRM Together
  • Turn on UAC
  • Open Outlook


1 Oct 2019

Microsoft update "KB4516061" may be causing IIS to crash (resolution is to uninstall this update)

10 Sept 2018

Outlook Version 1808 (and later) on high res monitors is breaking Accelerator. Blank screens appear where the browser should be. This is down to a change Microsoft did around DPI resolution and switching between high and low res monitors.

For now the resolution is to open Outlook and click

File->Options

General

Select the "Optimize for compatibility" option

Re-start outlook

This issue is caused by a change for "Office support for high definition displays"


28 May 2018 - updated this help to archive old issues and rare environment problems

These can now be found in

https://accelerator.crmtogether.com/index.php?title=Accelerator_Troubleshoot_archive

Cannot see Accelerator in Outlook

The add in may be disabled or in-active.

To check this Open outlook and view the File->Options->Add-ins

Within this area check if the add-in is disabled and re-enable if so

To view add-in options click File

select Options

Click Add-ins

Click the Go... button

and check the box and click OK

The restart outlook

If the add-on is disabled select the disabled option from the drop down and re-enable


If you see an error when clicking on the history button you may need to change the setting sqldatetimeformat

By default it is set to 

 <add key="sqldatetimeformat" value="yyyy-dd-MM"/>

You may need to change to 

 <add key="sqldatetimeformat" value="yyyy-MM-dd"/>


Cannot see emails filed within CRM

Ths issue is that the default filter on the communications screen is set to "Pending" and the emails are filed as "Complete". Change your filter to view the emails.


You cannot use the ampersand '&' character or '%' character in a password when using Accelerator. This is due to a bug in the Sage CRM web-service API

Ref: https://community.sagecrm.com/user_community/f/84/p/9460/30971.aspx#30971


Users must have web-service access set to true


New Appointment/Task error in Outlook (webpicker)

If you add a new custom entity to CRM and add the "Communication" field that was created to the screen "AcceleratorWebPicker" you will see this error.

To resolve remove the field from this screen.


Reconnect to CRM - Prompt when outlook is opened. (Sage CRM Offline Access failed)

This can happen when the logon fails when Outlook is started.

A checklist for this is as follows:

1. User is allowed log on to CRM via CRM's web services (Allow WebService Access:True) 

  Navigate to the users details (Administration -> Users -> Users) and view the users details and check that the
  "Allow WebService Access" setting is set to true

2. Accelerator license check. 

  Navigate to "Administration -> Accelerator -> User Management"
  From that screen check that the user is in the list

Typical Errors that need this resolution say "Disconnected" in the text

3. In the Outlook settings check that the active path is set and that the value is correct

4. You cannot use the ampersand '&' character in a password when using Accelerator (this is due to a web-service bug in Sage CRM).


Date/Time Formatting

The screens displayed in outlook are CRM screens and the date/time formatting is controlled from CRM via the user preferences.

Once changed the changes will only be reflected on the next user session logon. With Outlook this typically will not happen until IIS is reset (or CRM restarts) as it keeps the same session.

Large emails not filing

Issue is down to the size of the email and a limit in IIS

To adjust the limit do the following:

IIS7, IIS Admin & Click your CRM site and expand it then click the ASP icon.

Expand the Limits Properties icon, and change the value in the “Maximum Requesting Entity Body Limit” to a value larger than 200000.

Max value is 2147483647

The Error for this can look like the following:

pr_insertCommunication failed: Entity:person;ID:471;UserId:;Message:Communication creation failed for person:Error occurred during the call to eWare.Init().Exception: Type mismatch
In IIS check the application pool that your custom site is running in and make sure it is the same application pool as CRM.;Stack Trace: at SageCRMWSBase.SageCRMWSBaseService.pr_insertCommunication(StringDictionary CommParams, String EntityName, String EntityID, StringDictionary CommLinkParams, String UseUserId, String CommId, Boolean UpdateCommLinks)

15/06/2016 Issue can also appear as: 

  Error :System.Web.Services.Protocols.SoapException: Communication creation failed for: personID:Error occurred during the call to eWare.Init().Exception: Type mismatch
In IIS check the application pool that your custom 
  site is running in and make sure it is the same application pool as CRM.;Message:Communication creation failed for person:Error occurred during the call to eWare.Init().Exception: Type mismatch
In IIS check the 
  application pool that your custom site is running in and make sure it is the same application pool as CRM.;Stack Trace:   at SageCRMWSBase.SageCRMWSBaseService.pr_insertCommunication(StringDictionary CommParams, String 
  EntityName, String EntityID, StringDictionary CommLinkParams, String UseUserId, String CommId, Boolean UpdateCommLinks)
  at SageCRMWSBase.SageCRMWSBaseService.pr_insertCommunication(StringDictionary CommParams, String EntityName, String EntityID, StringDictionary CommLinkParams, String UseUserId, String CommId, Boolean UpdateCommLinks)
  at SageCRMWSBase.SageCRMWSBaseService.pr_insertCommunication(StringDictionary CommParams, String EntityName, String EntityID, StringDictionary CommLinkParams)
  at SageCRMWS.SageCRMWSAccelerator.insertCommunicationEmail(String EntityName, String EntityID, CRMDocumentClass dc, String emailType)

IIS 8 and 404 (404.17) messages on screens

You must install .net4.5 via the server manager (add feature) to enable.

see also https://techcommunity.microsoft.com/t5/iis-support-blog/404-page-not-found-error-even-though-the-page-exists/ba-p/1480908

Also finally you may have an issue with the bookmarks lookup.

To fix we set the following fields

<add key="CRMCodedPath" value="http://yourserver/crm/" />

And

<add key="GatewayCRMPath" value="http://crm.yourserver.com/CRM/"/>


Outlook add on keeps disappearing

You need to open your registry and navigate to 

 HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\CRM Together Outlook Add On\

and delete the key 

 Warmup

and set the value for 

 LoadBehavior

to be 3

Re-start outlook then

ref: https://support.microsoft.com/en-ph/help/4017116/event-4096-is-logged-if-the-warmup-entry-is-set-for-vsto-add-ins-in-ou


Email date and times are going in incorrectly (EG as 1899)

Chances are you are running MSSQL 2012 and you need to set this as follows: 

   <add key="sqldatetimeformat2" value="o"/>


CRMCodedPath setting

If your system does not allow http requests from with IIS to an outside/external address you can set the internal address within the web config 

<add key="CRMCodedPath" value="" />

sample value 

http://localhost/crm

   *requires CRM setting IPAddressChecking to be disabled – this is in the registry


Take control of your Outlook 2013 add-ins

https://www.microsoft.com/en-us/microsoft-365/blog/2012/10/08/take-control-of-your-outlook-2013-add-ins/

See also

https://support.microsoft.com/en-us/kb/2733070


System Logging - This is used ONLY to detect environment specific issues

Open windows and enter %temp% in the path

This should open the folder "C:\Users\username\AppData\Local\Temp" for example (or even "C:\Users\username\AppData\Local\Temp\1")

Create a file called "ctlog.txt"

Re-start Outlook.

When you use Accelerator the system will create a file for each day with logging information *this should not be used long term

The log files will be created with the name format 

 CRMTogetherLogFile_mmddyyyy.txt

EG 

 CRMTogetherLogFile_06162015.txt

Reproduce any issue and send the file to support (zip up if needed as the file may be large)

Could not create SSL/TLS secure channel

This issue is due to the SSL path (https) not working from the server.

The system acts like a proxy and so if https is used from outside then it is used internally (from the server) also.

Two options here are:

1. Configure the server to work with the https path.

2. Use the CRMCodedPath setting. If your system does not allow http requests from with IIS to an outside/external address you can set the internal address within the web config <add key="CRMCodedPath" value="" /> sample value

http://localhost/crm 

  *requires CRM setting IPAddressChecking to be disabled – this is in the registry



Manage your add-ins

Click File

You will see a button "Manage COM add-ins".

Click this.

You will see a dialog

Click Always Enable this add-in

and then click Close


Error on Summary screens - 

 "An existing connection was forcibly closed by the remote host"

Fix: you need to set the "GatewayCRMPath" in the web.config file

EG 

  <add key="GatewayCRMPath" value="http://www.server.com/CRM/" />


Some users getting errors when filing emails with attachments

This can be caused by the user in CRM not having a first and last name set and also by the first name having a space before the name.

Fix this in CRM itself to resolve this issue (outlook restart required)


4.7.1.0 issue If when using Accelerator a request is made with an invalid session the error response is cached.

In the custompages/sagecrmws/web.config

Add in the line 

 <add key="DisableCaching" value="Y"/>

to disabled the caching to resolve this.

This will be fixed in 4.7.1.1


Install error: Cannot find the supported version of Outlook

You see this error

when installing Accelerator.

This is caused by a corrupted install of Outlook and Outlook needs to be re-installed.


Mark Add in as always enabled.

Add-in Resiliency

To Manually do this open regedit and navigate to 

 Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Resiliency\DoNotDisableAddinList
  • the path may vary depending on your version of Office (in this case its 16.0

Create a DWORD value "CRM Together Outlook Add On" and set the value to be 1

ref: https://support.netdocuments.com/hc/en-us/articles/205219670-Changing-the-Load-Behavior-of-the-ndOffice-Add-ins

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Below is the location in the registry of the user settings (in case you need to manually review/remove these)

Computer\HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\LowRegistry\CRM Together\SageCRM


The add-on doesn’t auto-load. We need to go into Outlook>Option>Add-Ins and manually turn it on.

We recommend that you re-install the client add-in. If that didn’t work look at the registry settings on that machine

[HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\CRM Together Outlook Add On] The ‘Load Behaviour’ value should be 3


16 July 2020

Issue:Company matches on addresses like "gmail.com" cause outlook to hang.

This is caused by a change in how the system searches on companies. The number of records is not limited and therefore slows the system down. A workaround is to the setting to be added to the “custompages/sagecrmws/web.config” file 

             <add key="findCompanyByEmailFilter" value="select top 20 comp_companyid as ELink_RecordID from vSummaryCompany where comp_emailaddress like '%#searchsql#'" />


Add this to the bottom just above the </appSettings> tag


Uninstall the client

Normally to uninstall the client you would go to "add or remove programs" but if this is not allowed you can find the uninstall program in the installation folder. Depending on the users permissions the install folder will be either

1. C:\Program Files\CRM Together\OutlookAddIn

or

2. C:\Users\marc\AppData\Roaming\CRM Together\OutlookAddIn

and the uninstall program called "unins000.exe"

Run the "unins000.exe" to remove the client

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