Accelerator Troubleshoot

IE

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.

Select this and follow any on screen instructions to enable the toolbar.

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Outlook

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.

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 SageCRMOutlook option and ensure it is checked.

Click "Ok" and re-start Outlook

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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.

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.

Click "Ok" and re-start Word

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Saving a file via Accelerator throws an error

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.

  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 \\CRMServer\Documents\Library\

It must be a path mapped to a drive E.G D:\\Documents\Library\

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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

   update custom_edits
   set colp_datasize='255',
   colp_lookupwidth='255'
   where colp_colname='pers_emailaddress'

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Cannot see Accelerator in Outlook/Word

The add in may be disbaled.

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

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Error 417

This can occur when the wrong url for CRM is in the client connection settings.

To fix check the CRM url is correct.

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404 errors

This can happen is ASP.Net is not installed in IIS

Make sure that ASP.Net is installed and then in IIS...

IIS Manager -> Servername -> "Web Service Extensions", and set ASP.NET v2.0xxxxxx to Allowed

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Sometimes in Outlook the "delete" key does not work (when editing fields)

The workaround for this is the hold down "shift" and click "delete".

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Add on conflict

Some other 3rd party add ons can cause issues with the Accelerator -the only solution for this is to disable the other 3rd party add on