Accelerator Troubleshoot

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"

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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

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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

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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"/>

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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.

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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

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Users must have web-service access set to true

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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.

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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).

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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.

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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)

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IIS 8 and 404 messages on screens

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

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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

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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"/>

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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

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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

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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)

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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

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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

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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/" />

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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)

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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

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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.

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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

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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