User Checklist

A checklist to be used when a user cannot log on to Accelerator 5.0

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 -> CRM Together -> Accelerator"
  From that screen check that the user is in the user list

3. That the path to the app is correct.

see

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

Note: if you see a blank screen in the taskpane chances are this is the issue **

• • If the path is correct then right click on the white area of the task pane and click refresh.

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

• • Other strange characters may also be unsupported-remove all to test

5. Download the latest Outlook add-in

 Outlook add-in

6. If there is a persistent issue, please ensure your password is correct. You can check this by simply typing the password into notepad or using the 'eye' to double check the password entered is correct.

7. '404 error' 'Please ensure the app URL details are entered correctly.

8. If the add-in does not show up then within Outlook removed the Outlook Social Connector and re-enable the CRM Together conatiners add in.

9. Stuck? Run outlook in safe mode

see

https://support.microsoft.com/en-us/office/open-outlook-in-safe-mode-f394c2ee-b2af-e97a-64ee-35cd24414811

for details

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10. If the user cannot log in check their CRM user license and make sure its not a concurrent license.

If you are stuck at this point send on the logs from the machine that has the issue.

To do this

1. Click CRM Together

2. Click Settings

3. Click Logs

This opens a folder with the logs. Close the settings window, compose an email and attach all the logs.

If you need to manually find the logs they are in

  C:\Users\<UserName>\AppData\Roaming\CRM Together\TSOutlookAddIn\logs