Accelerator Troubleshoot: Difference between revisions

From Accelerator for SageCRM
No edit summary
No edit summary
(33 intermediate revisions by the same user not shown)
Line 1: Line 1:
Outlook
12 Feb 2022


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.
Error code #5532


You may need to re-enable the toolbar also. To do this click "File"->"Options". From the dialog select "Add-Ins" and click "Go".
"Customized functionality in this application will not work" error when opening outlook the first time the add in is installed.  
To fi this you enable the appropriate ClickOnce Trust Prompts in Regedit.  


In the "COM Add In" dialog select the SageCRMOutlook option and ensure it is checked.
Ref:
https://docs.microsoft.com/en-us/visualstudio/deployment/how-to-configure-the-clickonce-trust-prompt-behavior?view=vs-2022


[[File:addin.png]]
26 Aug 2021


Click "Ok" and re-start Outlook
Outook Today is blank.


----c
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.


Saving a file via Accelerator throws an error
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


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)
User has no premissions to run the classic installer
  at SageCRMWS.SageCRMWSAccelerator.insertDocument(String EntityName, String EntityID, CRMDocumentClass dc)
 
Workaround:
This can be caused by using a UNC path in the system
* 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


E.G
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.
\\CRMServer\Documents\Library\


It must be a path mapped to a drive
For now the resolution is to open Outlook and click
E.G
D:\\Documents\Library\


To change the CRM library path in CRM log in as an administrator and go to
File->Options


  Administration
General
  Email and documents
  Documents & reports configuration


and edit the
Select the "Optimize for compatibility" option


  Physical root directory for mail merged documents
Re-start outlook


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


[[File:outlook_options_dpi.png]]


----
----
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


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


----
----
Line 89: Line 109:
[[File:disabled_items.png]]
[[File:disabled_items.png]]


----
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 (settings).
----
When .NET Framework 4.0 is installed it is not "Enabled" by default in IIS 7, you have to "allow" it in IIS 7 manager, click on your server name, not the website that is not displaying the page, in my case the ISAPI and CGI Restriction icon only appears there. Open up ISAP and CGI restrictions and enable both entries for .NET Framework 4.0.
http://forums.iis.net/t/1190786.aspx?Error+404+2+ISAPI+and+CGI+list+settings+restrictions+list+settings+on+Web+Server
----
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
In later versions if IIS what can happen is that .NET is not re-initialized after installing IIS
aspnet_regiis -i -enable
Ref: http://stackoverflow.com/questions/467188/why-would-an-aspx-file-return-404-the-page-cannot-be-found
----
Sometimes in Outlook the "delete" key does not work (when editing fields)
The workaround for this is the hold down "shift" and click "delete".
*This was resolved in version 4.2.2
----
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
----
Upgrading CRM can sometimes knock out the IIS application for Accelerator
Your "SageCRMWS" folder should look like this
[[File:iisapp.png]]
If not right click on the folder and select "Convert to Application" (IIS 7)
For IIS 6 you need to select the properties and click the "Create" button
----
500 error: Handler "PageHandlerFactory-Integrated" has a bad module "ManagedPipelineHandler" in its module list.
This is because ASP.Net was not completely installed with IIS even though I checked that box in the "Add Feature" dialog. To fix this simply run the following command at the command prompt
%windir%\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -i
If I had been on a 32 bit system, it would have looked like the following:
%windir%\Microsoft.NET\Framework\v4.0.21006\aspnet_regiis.exe -i
Fix found via ref: http://stackoverflow.com/questions/6846544/how-to-fix-handler-pagehandlerfactory-integrated-has-a-bad-module-managedpip
----
VSTO installation error
[[File:vstoerror.png]]
Suggestions to remedy this is to install the Prerequisites as listed below
Prerequisites
================
Windows Installer 3.1
  http://support.microsoft.com/kb/893803
Microsoft visual studio 2010 tools for office runtime
  http://www.microsoft.com/en-ie/download/details.aspx?id=42513
Microsoft office 2010 primary interop assemblies
  http://www.microsoft.com/en-ie/download/details.aspx?id=3508
Microsoft office 2007 primary interop assemblies
  http://www.microsoft.com/en-IE/download/details.aspx?id=18346
.Net framework 3.5 sp1
  http://www.microsoft.com/en-ie/download/details.aspx?id=22
----
The Authority/Host could not be parsed
[[File:authhost.png]]
This is down to an issue in the CRM url entered (missing a / (forward slash) for example)
You may need to access the registry to resolve this
Open
  "HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\LowRegistry\CRM Together\SageCRM"
check the SageCRMPath
  "SageCRMPath"="http://crm.yourservercom/crm/eware.dll/go"
for the ActiveCRMPath1
  "ActiveCRMPath1"="True"
----
404 pages when .net 4.x is installed.
When .NET Framework 4.0 is installed it is not "Enabled" by default in IIS 7, you have to "allow" it in IIS 7 manager, click on your server name, not the website that is not displaying the page, in my case the ISAPI and CGI Restriction icon only appears there. Open up ISAP and CGI restrictions and enable both entries for .NET Framework 4.0.
ref: http://forums.iis.net/t/1190786.aspx?Error+404+2+ISAPI+and+CGI+list+settings+restrictions+list+settings+on+Web+Server
[[File:iis4_a.png]]
[[File:iis4_b.png]]
[[File:iis4_c.png]]
[[File:iis4_d.png]]
----
Error:
Your working folder does not have the correct permissions set
If you see this it either means that (as it says) the user permissions are not set.
[[File:workingfolset.png]]
However another reason could be that is a previous merge fails then the word (.doc,.docx) file and/or the mail merge .dat file are locked.
To clear this you must clear out the files from your working folder
As per the example image above it would be
C:\Users\Frank\Downloads
*Please refer to your own system for your path
----
Surface pro resolution issues
Please refer to the following links to resolve this:
http://www.microsoft.com/surface/en-ie/support/apps-and-windows-store/app-display-issues#Solution2
http://www.gizmodo.com.au/2013/05/how-to-set-up-your-microsoft-surface-pro-just-right/
----
Outlook add-in being disabled
 
  Possible disable reason is in the local event log
  *This add-in caused Outlook to start slowly
You can control this as per the details on the following link
http://blogs.office.com/2012/10/08/take-control-of-your-outlook-2013-add-ins/
----
Common Language Runtime detected an invalid program
[[File:clrerror.png]]
Ref: http://stackoverflow.com/questions/17267592/common-language-runtime-detected-an-invalid-program
Solution is to delete temporary asp.net files from
  C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\Temporary ASP.NET Files
 
*You may need to stop IIS to do this
*Causes of this can include windows updates and virus scanning software
----
Error installing Outlook application
"Unable to install this application because an application with the same identity is already installed. To install this application, either modify the manifest version for this application or uninstall the preexisting application."
You have to find the ClickOnce deployment folder (C:\Users\username\AppData\Local\Apps\2.0) and manually delete all folder contents. This can also be done by invoking the
  rundll32 dfshim CleanOnlineAppCache
----
Length cannot be zero
[[File:lencannotbezero.png]]
Issue is that the path to CRM is not set or is incorrect. To resolve open the settings (you may need to do this via the IE toolbar) and update then restart Outlook.
[[File:pathsettings.png]]




Line 322: Line 121:


   <add key="sqldatetimeformat" value="yyyy-MM-dd"/>
   <add key="sqldatetimeformat" value="yyyy-MM-dd"/>
----
The remote certificate is invalid according to the validation procedure
[[File:certinvalid2.png]]
This is due to an invalid SSL cert on the server - If you are using SSL a valid cert is required for the system to work (also documented in requirements)
Typically your browser will display a problem
Sample screen shot from IE
[[File:certinvalid1.png]]
----
Not licensed or not registered correctly message
  In IIS check the application pool that your custom site (SageCRMWS) is running in and make sure it is the same application pool as CRM.
----
Email cannot be parsed - Exchange
The error is that the email is from someone internally (only happens with internal accounts) and the emails do not have the email address where the system can parse it.
[[File:emailcannotparsed.png]]




Line 364: Line 132:
[[File:comm_status.png]]
[[File:comm_status.png]]


----
Having problems installing the Outlook add-in?
Microsoft visual studio 2010 tools for office run-time installs
  http://www.microsoft.com/en-ie/download/details.aspx?id=44074
Download and install on the client and try the install again.
Most clients should not need this if they are on the latest patch of Office.




Line 418: Line 176:
   Navigate to "Administration -> Accelerator -> User Management"
   Navigate to "Administration -> Accelerator -> User Management"
   From that screen check that the user is in the list
   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
3. In the Outlook settings check that the active path is set and that the value is correct
Line 471: Line 231:
----
----


IIS 8 and 404 messages on screens
IIS 8 and 404 (404.17) messages on screens


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


'Sage CRM 7.3c Patch' to 'Sage CRM 7.3 SP1 HF2'
<add key="CRMCodedPath" value="http://yourserver/crm/" />


This breaks the Calendar lookup that restricts the cases/opportunities list to the given company.
And


To resolve this you need to update the 'About' field to have the Default as 'Search with the current Company'
<add key="GatewayCRMPath" value="http://crm.yourserver.com/CRM/"/>




----
----
Outlook add on keeps disappearing
Outlook add on keeps disappearing
Check the '''local event log (on the client running outloook)''' - if you see an error like below
Customization URI: file:///C:/Program Files/Common Files/Microsoft Shared/VSTA/Pipeline.v10.0/PipelineSegments.store
Exception: Exception reading manifest from file:///C:/Program%20Files/Common%20Files/Microsoft%20Shared/VSTA/Pipeline.v10.0/PipelineSegments.store: the manifest may not be valid or the file could not be opened.


You need to open your registry and navigate to
You need to open your registry and navigate to
Line 511: Line 276:
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
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


----
404 on Case summary screen (for some users)
*fix scheduled for 4.5
Issue here is to do with the user setup in CRM. The workaround is to copy the
 
  "custompages/sagecrmws/intCases.aspx"
file and rename the copied version
  "custompages/sagecrmws/intCase.aspx"
----
Ignored emails not working internally
This is only seen with Exchange and Office 365 internal accounts and is a result of the system not being able to resolve the email address from the exchange id
Example email format for exchange is
  /O=EXCHANGELABS/OU=EXCHANGE ADMINISTRATIVE GROUP (FYSDFDIBOSDF3SPDLT)/CN=RECIPIENTS/CN=2B5D7FSDFSDF0F9445519F4D2BAB00-username
There is a workaround in the system to map this exchange id to an email address. Add a key/value into the web.config
EG
<add key="/O=EXCHANGELABS/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHDFGDFDFGLT)/CN=RECIPIENTS/CN=2B5D7FDFGDFGDFG8B45480F9445DFG9F4D2BAB00-MARC" value="user@yourdomain.com" />




Line 549: Line 285:
     <add key="sqldatetimeformat2" value="o"/>
     <add key="sqldatetimeformat2" value="o"/>


----
Outlook add-in just wont load and I have tried everything.
At this point you need to enable some VSTO variables (in the windows Environment variables list) to show any internal issues that the environment might have.
    Displaying VSTO Alert Prompts
    To display each error in a message box, set the VSTO_SUPPRESSDISPLAYALERTS variable to 0 (zero). *You may need to create the variable first in the windows Environment variables list.
    You can suppress the messages later on by setting the variable to 1 (one).
    Logging VSTO Alerts to a Log file
    To write the errors to a log file, set the VSTO_LOGALERTS variable to 1 (one).*You may need to create the variable first in the windows Environment variables list.
    Visual Studio Tools for Office creates the log file in the folder that contains the application manifest.
    The default name is .manifest.log. To stop logging errors, set the variable to 0 (zero).
Ref: http://www.oneplacesolutions.com/support/0053.html
Ref: http://www.macroview.com.au/support/KnowledgeBase/Pages/20110084.aspx
----
Outlook Links always open to logon screen
*this is a Sage CRM bug in 7.2d
Ref: https://community.sagecrm.com/knowledgebase/w/standalonecloudkba/727.632-16989-opening-new-tab-window-brings-user-to-logon-screen.aspx
632-16989 - Opening new tab / window brings user to logon screen
Summary:
When you right click on a link in Sage CRM and select the option to open in new tab/window, the tab/window that opens displays the CRM logon screen.
Cause:
This was introduced in Sage CRM 7.2 because of the changes in which CRM was rendered eg framesets where removed.
Resolution:
This issue is resolved in Sage CRM 7.2e




Line 602: Line 301:
     *requires CRM setting IPAddressChecking to be disabled – this is in the registry
     *requires CRM setting IPAddressChecking to be disabled – this is in the registry


----
Error: The operation cannot be performed because the message has changed
Cause: Saving and then tagging an email - when we have an IMAP connection
Resolution:
Open Outlook
  File -> Options -> Mail ->
  Under "Conversation Clean Up" Uncheck "When a reply modifies a message, don't move the original"
  -> OK.




Line 620: Line 306:
Take control of your Outlook 2013 add-ins
Take control of your Outlook 2013 add-ins


https://blogs.office.com/2012/10/08/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
See also
Line 671: Line 357:




----
Bug in CRM 7.2.f.5
"contents" property on the '''Content''' block (the object returned from GetBlock("Content")) is not working.
Workaround is to add in the frame code in the ASP pages to CRM.AddContent


----
16.0.8067.2115 breaks <select> Tags in Outlook Add-In
The solution here is to either downgrade or use the keypad to select the options.
Ref: https://github.com/dotnet/corefx/issues/20448


----
----
Line 708: Line 380:


and then click Close
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.




----
----
Could not load type 'System.ServiceModel.Activation.HttpModule' from assembly 'System.ServiceModel, Version=3.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089


[[File:httpmodule.png]]
Mark Add in as always enabled.  


To fix:
'''Add-in Resiliency'''


On the CRM Server...open a command prompt as an administrator as follows:
To Manually do this open regedit and navigate to  
From the Start menu, choose All Programs, and then choose Accessories.
Right-click Command Prompt, and then choose Run as administrator.
At the command prompt, type the following command to change to the Microsoft.NET\Framework64\v4.0.30319 folder, and then press Enter.
  cd\Windows\Microsoft.NET\Framework64\v4.0.30319
At the command prompt, type the following command, and then press Enter.
    aspnet_regiis.exe -iru
At the command prompt, type the following command, and then press Enter.
    iisreset


ref: https://msdn.microsoft.com/en-us/library/hh169179(v=nav.90).aspx
  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




----
----
Error on Summary screens -


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


Fix: you need to set the "GatewayCRMPath" in the web.config file
[[File:loadbehaviour3.png]]


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


----
----
'''Error:''' Missing Icons in SageCRM after install
16 July 2020


'''Cause:''' SetupIIS adds staticContent ''.woff2'' to CRM server to serve awesomefont.woff2 used in MobileX, possible error if ''.woff2'' already there.
Issue:Company matches on addresses like "gmail.com" cause outlook to hang.  


'''Fix:''' Remove '<mimeMap fileExtension=".woff2" mimeType="application/font-woff2" />' from CRM Server Web.Config
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


Some users getting errors when filing emails with attachments
or


[[File:usernamebadlibrary.png]]
2. C:\Users\marc\AppData\Roaming\CRM Together\OutlookAddIn


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.  
and the uninstall program called "unins000.exe"


Fix this in CRM itself to resolve this issue (outlook restart required)
Run the "unins000.exe" to remove the client

Revision as of 17:45, 8 April 2022

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 fi 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

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

---

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