Troubleshooting Tips and Resources for Infor CRM

Issues you may come across using Infor CRM

Part of the art of troubleshooting is understanding what is the issue, how does it appear to the user, how is it recorded possibly in the Windows Application event log, what CRM and network changes have been made, what user PC/device changes have occurred and accessing helpful resources.

Below are some common and uncommon issues and their possible solutions.

This article covers common issues, I don't see updated data, office integration, mail merge, Send to CRM, Desktop manager and Record to History.

Troubleshooting Common Issues

Problem: My queries all return the same data and I keep getting the same pages. I need to clear my cache.

Solution: Your browser may not be processing certain tags correctly and is pulling pages from your cache (a folder that stores Web pages) instead of getting pages from the server as you use the Web Client. You need to set your browser viewing options to make sure it pulls data from the server and not your cache.

For detailed steps, please refer to your browser’s help.

Problem: The Infor CRM Help Behaves Differently in Firefox

Solution: If you are using Firefox as your browser, the Infor CRM Web Help opens in a new tab in the same browser window and resizes the window. However, you can set options that will prevent the window from resizing or open any new pages in a separate window.

Note: Changing these options, will impact the behavior of tabs and windows for all Web sites, not just Infor CRM pages.

To open all new pages in a separate window:

In Firefox, on the Tools menu, click Options.
Click Tabs.
Select Open new windows in a new tab instead.
Click OK.

To prevent the window from resizing:

In Firefox, on the Tools menu, click Options.
Click Content.
Clear the option to Move or resize existing windows and click OK.
Click OK.

Problem: I changed my browser or regional settings, but some information appears in the wrong language.

Solution: The Infor CRM Web Client no longer uses regional setting or browser language settings, instead the Language option on the sign in page or User Profile tab in options determines how information displays.

I Do Not See Updated Data

Problem: My list view is not updated after importing, deleting or updating multiple records.

Solution: On the list view, click (Refresh).

Problem: My pick lists do not include updated values.

Solution: To refresh pick list data:

On the Tools menu, click Options.
Click the General tab.
Click Refresh Pick List Data.

Troubleshooting Office Integration - Mail Merge

Problem: The mail merge service could not be loaded. This error may occur if Infor CRM Office Integration is not installed or is not installed properly.

Possible Cause: Office Integration is not installed.

Possible Solution: You must install Office Integration

Possible Cause: Office Integration was installed before the browser was installed.

Possible Solution: If you installed the current browser after you installed Office Integration, you must reinstall Office Integration using the current browser.

Note: This can occur if you installed Firefox after installing Office Integration using Internet Explorer.

Problem: There was an error in GetMailMergeService(). This error may occur if Infor CRM Office Integration is not installed or is not installed properly. The specified class name cannot be mapped to a COM object. Details: name=Error; line=257; source=sage-mailmerge-loader-debug.js

Possible cause: One of the Mail Merge .dlls did not install properly.

Possible solution:You must reinstall Office Integration.

Problem: There was an error in Sage.MailMergeService. PopulateWriteMenu(). This error may occur if Infor CRM Office Integration is not installed or is not installed properly. The specified class name cannot be mapped to a COM object. Details: name=SyntaxError; number=-2146827287.

Possible Cause: One of the Mail Merge .dlls did not install properly.

Possible Solution: You must reinstall Office Integration

Problem: There was an error in ExecuteWriteAction(). Object doesn't support this property or method.

Possible Cause: The Infor CRM Web Client site is not a trusted site.

Possible Solution: Add the Infor CRM Web Client site to the Internet browser's list of trusted sites. For more information see your Internet browser's help system.

Problem: An error has occurred in the script on this page. Error: 'Ext.ux.data.Buffered.Json.Reader' is null or not an object.

Possible Cause: The Infor CRM Web Client site is not a trusted site.

Possible Solution: Add the Infor CRM Web Client site to the Internet browser's list of trusted sites. For more information see the Internet browser's help system.

Troubleshooting Send to CRM, Desktop Manager and Record to History

Problem: The Infor CRM Desktop Manager icon does not appear in my SysTray

Possible Causes: Infor CRM Xbar for Microsoft Outlook is not installed.

Possible Solutions:

You must install Xbar to use these features. See Installing Xbar for Microsoft for more information.

Browse to theSLXDesktopManager.exe and open the file manually. The location of this file depends on your operating system:
The default location is: \\Users\<user.domain>\appdata\local (Windows 7/2008)

Problem: My Send to CRM button is missing from Microsoft Outlook

Possible Causes: Infor CRM Xbar for Microsoft Outlook is not installed

Possible Solutions: You must install Xbar to use these features. See Installing Xbar for Microsoft for more information.

Things to do before you Install Xbar....

Problem: My email does not record to history

Possible Cause: The Infor CRM database information is not set up.

Possible Solution: You must setup your Outlook options.

Possible Cause: The option to prompt for unresolved contacts or leads may be turned off. If a contact or lead cannot be found and you are not prompted to resolve those records, then the email is not be recorded to history in Infor CRM.

Possible Solution: Check your Send to CRM/Record to History settings in Infor CRM Options.

Possible Cause: Your options to prompt for duplicate contacts or leads may be turned off. If more than one contact or lead have the same email address and you are not prompted to resolve those records, then the email is recorded to history for the record that has the most history records.

Possible Solution: Check your Send to CRM/Record to History settings in Infor CRM Options.

Problem: I received a message that my Send to CRM message cannot be processed.

Possible Cause: Desktop Manager is unable to communicate with the Infor CRM Server.

Possible Solution:

Desktop Manager attempts to resend the email message at specific intervals up to 24 hours after the first attempt. You are notified each time the message fails to be sent.
Those intervals are 5 minutes, 10 minutes, 20 minutes, 45 minutes, 90 minutes, 3 hours, 6 hours, 12 hours and 24 hours.
After 24 hours Desktop Manager no longer attempts to send the message.

Problem: I cannot drag and drop an email onto the Infor CRM Web Client.

Possible Cause: Infor CRM Xbar for Microsoft Outlook is not installed.

Possible Solution: You must install Xbar to use these features. See Installing Xbar for Microsoft for more information.

You can only drag and drop emails onto the Contact, Account, Lead, Opportunity and Ticket Detail views.

Problem: I have upgraded and now my Windows client is giving errors that include "IsBrandingEnabled".

Possible Solution:

Errors that are stating 'IsBrandingEnabled' typically come down to version mismatch issues. We recommend presently is to remove any all CRM components from the affected workstation, following the process outlined in KB 1824177 to remove any directories and registry keys on the system. From there, verify that UAC is disabled during the install - if this is a Windows10 machine, this will need to be completed at the registry level. See Microsoft documentation for details on this.
How to fully disable UAC in Windows 10 or Windows 2012 or higher server operating systems. Do before installing Infor CRM software.
The user's timezone is not filled in. See KB 1672633 here.

Problem: Recently upgraded to Infor CRM 8.3 later version or 8.4 and the web help URL's are not correct and display a 404 error.

Solution: Refer to KB 192133 found here.

Problem: Infor CRM User Account is locked

Solution: KB 1573392 How to unlock an Infor CRM User Account

Resources:

The latest Infor 8.4 and related enhancements

Current web link for v8.4 Troubleshooting Issues web help

Upgrading to 8.3x guide pdf

Let's Get Real - migrating from Saleslogix 7.5x to the latest Infor CRM

Infor CRM 8.3x Implementation Guide pdf

Infor CRM 8.4x Implementation Guide (Jan 2018) pdf

Infor CRM 8.4 Release notes pdf