1. Sage Insights 2015 Troubleshooting Common Errors in CRM
Conrad Roux
6 February 2015

2. Errors Happen Why? All software at some point will have errors
Environmental
Install
Permissions
Other Applications
Network issues
6 February 2015

3. Logs generated by Sage CRM A high-level overview
eWare DLL (Delphi logs)
ewaresystem
ewaresql
Services
CRMSearchIndex
Escalations
Crmwebservice
Manager Logs
Tomcat / CRM webapps
SCRM
Exchange Integration
Emarketing Integration
GCRM
Tomcat Service logs
Other
Table Script Logs
Component logs
Installation logs
Outlook Debug Logs
Solo logs (up to v7.1)
6 February 2015

4. Reading logs A Recap - System
First things first – READ THE LOGS
CRM Logs – Can be found [crminstall]/[instance]/logs
Ewaresystem.log
Ewaresql.log
Exchangesyncdefault.log
Escalations.log
Crmintegrationservice.log
6 February 2015

5. Reading logs A Recap - Tomcat
Tomcat Logs - [crminstall]/[instance]/tomcat/logs
Catalina.[date]
Localhost_access_log.[date]
Localhost.[date]
[crminstance]tomcat7-stderr.[date]
6 February 2015

6. Reading logs Case Study
Logs Case study 1 – Tomcat logs
6 February 2015

7. 6 February 2015

8. Reading logs Case Study
Solution Case study 1
Check the db.properties file
Check the SQL connection and ports to SQL
Check username and password for SQL
Try and connect using those details in SSMS
and SSACM
Check SQL Activity Monitor to see if jdbc connection is
present
6 February 2015

9. Reading logs Case Study
Logs Case study 2 – CRM Logs/SQL Logs Cannot create a row of size [8076]* which is greater than the allowable maximum row size of [8060]
Open the SQL logs
Go to the bottom of the log
Hit – Ctrl+F and select the
“direction UP” radio button
“Error”
6 February 2015

10. Reading logs Case Study
Solution Case study 2
Trim the view –
SELECT Library.*, Libr_UserID AS CmLi_Comm_UserID, Comm_SecTerr, Comm_ChannelID, Comm_CreatedBy, Opportunity.*, Company.*, Person.*, Cases.*, Account.* FROM Library
LEFT JOIN Communication ON Comm_CommunicationID = Libr_CommunicationID
LEFT JOIN Opportunity ON Libr_OpportunityID = Oppo_OpportunityID
LEFT JOIN Cases ON Libr_CaseID = Case_CaseID LEFT JOIN Person ON Libr_PersonID = Pers_personID
LEFT JOIN Company ON Libr_CompanyID = Comp_companyID
LEFT JOIN Account on Libr_AccountID = Acct_accountid
WHERE Libr_Deleted IS NULL
6 February 2015

11. Dashboard Errors Common causes
Your dashboard is experiencing a problem – please contact
your system administrator
Tomcat not connecting to the database
SQL not accepting Tomcat connection
Tomcat is “lagging” on the SQL connection
IE ESC – security blocking connection
Ports on Tomcat not working/blocked – next page
6 February 2015

12. Dashboard Errors Common causes
CHECK THE LOGS!!!!!!
Tomcat service might not be running
Tomcat ports can be found here: [crminstall]/[instance]/tomcat/conf/server.xml
Check the ports. Open command prompt window
Start->Run->cmd
Type -> netstat -o -a (process id, all active connections)
Check the rewriter schemas
6 February 2015

13. Dashboard Errors Common causes
Schemas test are – 2. 3. 4.
/sagecrm/-/$schema
Check the tomcat ports if it matches the rewriter rules
In IIS click default web site – sdata
Click rewriter rules action url and
match with Catalina logs
6 February 2015

14. Dashboard Errors Common causes
Advanced troubleshooting – not to be tried unless advices by a Sage consultant
Do not make these changes without backups of the folders
Navigate to [crminstall]/[instance]/tomcat/webapps
Stop Tomcat service
Backup folders, and delete from origin
Start Tomcat service and wait
6 February 2015

15. Dashboard Errors Common causes
Setting the memory usage
6 February 2015

16. Dashboard Errors Common causes
Checking rewriter rules are created and the outbound rules are inserted
Default website
Sdata
URL rewiter
6 February 2015

17. Dashboard Errors Common causes
6 February 2015

18. Mail merge errors What to look for and how to solve
Might be simple, or not…
Check Tomcat – if Tomcat is working with all the other system functions; Dashboards, Jspell, Export to CSV
Check the logs (again)
Create a simple test template - <<comp_Name>>
Try and do a merge on another entity
Trace the query calls in SQL
Check for data in the table
6 February 2015

19. Mail merge errors What to look for and how to solve
Check that your field types in the DB are correct
See if the SQL trace revealed anything
Interactive Dashboards are working OK
Tomcat can be successfully restarted without errors in the Catalina log
All 3 Tomcat test URLs successfully connect
Exports/data upload also working
The logs can be found here: C:\Program Files (x86)\Sage\CRM\<install name>\Logs
In the SCRM logs we have the error:
<log4j:message><![CDATA[com.sage.scrm.controller.error.SageServiceOperationException: Unauthorized]]></log4j:message>
And in the SCRMStackTrace we have:
<log4j:message><![CDATA[User with a user name of 'admin' was not found in CRM]]></log4j:message>
<log4j:throwable><![CDATA[com.sage.scrm.model.error.SageCrmLoginException: Wrong user credentials
6 February 2015

20. Mail merge errors What to look for and how to solve
Solution Details:
The problem is actually caused by IIS Autologin.
The Mail Merge will not work with IIS Autologin turned on when there is a value in the user_password field of the user in the Users table of the database. And the workaround is to clear the contents of the user_password field as this is not used when IIS Autologin is enabled.
e.g. Update Users set User_Password = ‘’ where User_Logon = ‘admin’
This Issue is fixed in 7.2b
6 February 2015

21. How to do a SQL Trace Open SSMS -> Tools SQL Server Profiler
6 February 2015

22. How to do a SQL Trace
Reading the Trace
6 February 2015

23. Looking at 500 and 404 errors
Error Capture
6 February 2015

24. Common HTTP errors in CRM
6 February 2015

25. How to do a SQL Trace Client Errors
Status codes between 400 and 500 specify an error that the client made, e.g. bad syntax or a request to a resource that doesn't exist.
You can try this by requesting a bogus URL from the web-site of your choice,
for example:
You get a "404 - File not found" error.
6 February 2015

26. Looking at 500 and 404 errors Server Errors
Status codes starting with 500 are errors caused by the server. The most common causes for 500 errors on IIS systems are:
An ASP or ASPX page that contains a syntax error
The web server configuration or the application configuration cannot be read or is invalid
The site is stopped
6 February 2015

27. Common HTTP errors in CRM
6 February 2015

28. Common HTTP errors in CRM
6 February 2015

29. Common HTTP errors in CRM
Fiddler:
Microsoft Fiddler is a HTTP debugging proxy that lets you log all HTTP traffic between your computer and the internet. Fiddler lets you to inspect all HTTP traffic, set breakpoints, and “fiddle” with incoming or outgoing HTTP data. To run Fiddler you require a Windows machine with .NET 1.1 framework (or greater) installed.
Fiddler gives you an inside view into the mechanics of HTTP requests and responses, allowing you to understand what your application is doing.
6 February 2015

30. 500 Error Causes and how to solve
After installing CRM
Checks
IIS default Port – 80
Install completed
IE ESC
ASP Parent Paths
Web Address is correct
Disable friendly error messages
6 February 2015

31. Logs in Scripting How to create your own logs
Writing custom logs
It’s quite easy to write to a custom log file from a server-side script. You can use Scripting.FileSystemObject to create a new file, then write to it using the WriteLine method.
There’s an easier way
If you need to output something when writing a script, use the following to write data to the ewaresql.log:
CRM.ExecSql("-- " + "This is your log data!");
6 February 2015

32. More Common Errors Causes and how to solve
You may need to recreate view manually
An error has occurred reading an item from the database. This most usually happens when you cannot get a database connection, though may also happen if a row / table does not exist, or if expected data is not found.
Access violation at address xxxx
An attempt was made to access a memory location that’s not allocated to the application – metadata error.
6 February 2015