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  • Wiki Page: 492-16512 - CheckForandSendFile errors preventing users from logging on

    Summary: Issues with TGlobalLibraryFileList can cause an access violation when users attempt to log on. Existing user sessions are unaffected. Symptoms: Calls to ChecForandSendFile in TGolablLibraryFileList result in an exception being thrown. The following is from the ewaresystem.log: Aug 30 2012 10...
  • Wiki Page: 492-16974 - Adding custom time zones may prevent the CRMJ webapp from starting

    Summary: Adding custom time zones to the TimezoneDelta caption family on Custom_Captions may result in the CRMJ webapp being unable to start. Symptoms: An error similar to the one shown below will appear in the localhost.log: SEVERE: Exception sending context initialized event to listener instance of...
  • Wiki Page: 536-17053 - Appointment set to midnight shows on next day calendar.

    Summary: When creating an appointment in CRM that has a start time of 8am today and an end time of midnight, the calendar in Sage CRM will display the appointment in both today and tomorrow's slot at 8am. Workaround: Set the appointment end time to be 23:59 instead of midnight. Resolution: This issue...
  • Wiki Page: 492-17071 - ObjectNotFoundException on startup - No row with the given identifier exists

    Summary: References in the Custom_Tables table to non-existent entries on the Custom_Databases table may cause the CRMJ webapp to throw an error on startup. Symptoms: The following error is logged to the stdout.log in \CRM\tomcat\logs Exception in thread "Thread-13" org.hibernate.ObjectNotFoundException...
  • Wiki Page: 608-17143 - Unable to upgrade from 6.2 to 7.0

    Summary: Upon installing 7.0 to upgrade CRM you are given a warning "The database is already partially upgraded. Please restore from backup", although no upgrade has been attempted. You can drop a table in SQL which the database creates when upgrading so that it will start the upgrade again...
  • Wiki Page: 605-16496 - Compatibility of Microsoft Office 2013 with Sage CRM

    Summary: When will Sage CRM be compatible with Microsoft Office 2013 (Microsoft Outlook, Microsoft Excel and Microsoft Word)? Workaround / Resolution: Sage CRM 7.2.b onwards is fully compatible wih Microsoft Office 2013.
  • Wiki Page: 608-17187 - Unable to upgrade from 6.2 to 7.0 Error: The database is partially upgraded ...

    Summary: When running the upgrade from 6.2 to 7.0 all program files are upgraded, as well as the registry. When the upgrade scripts are starting there is a pop-up message: "The database is already partially upgraded. Please restore from backup." Resolution: It appears the installer is checking...
  • Wiki Page: 536-17216 - SQL error shows when deleting records

    Summary: Deleting a person or company results in an SQL error: "An unexpected event has occured: Exception: SQL Error" However the record is actually deleted. Symptoms: SQL Error : Incorrect syntax near the keyword 'WHERE' (DELETE FROM WHERE Visi_CompanyId = 27579) SQL Error : Incorrect...
  • Wiki Page: 492-17218 - How to: Using SQL Server Transparent Data Encryption with Sage CRM

    Summary: SQL Server Transparent Data Encryption (TDE) is a method of encrypting the data stored on a hard disk by SQL Server. A customer may have a requirement to use this with Sage CRM. More information: Transparent Data Encryption has not been tested with Sage CRM, and is therefore technically unsupported...
  • Wiki Page: 536-17342 - Appointment set to midnight shows on next day calendar.

    Summary: When you create an appointment in CRM with a start time of today at 08:00 and an end time of tomorrow at 00:00 (midnight) and save the appointment, the appointment will appear in both today and tomorrow's time slot for 08:00. Solution: This issue has been resolved in Sage CRM 7.2e.
  • Wiki Page: 492-17356 - Unable to launch ASP pages in Windows 2008

    Summary: A permissions error may be displayed when attempting to view an ASP page created using the COM API. This is likely to be caused by a permissions issue on the anonymous user. Symptoms: The following error message will be displayed when you attempt to view the ASP page: Server.CreateObject Access...
  • Wiki Page: 632-17420 - Error with New button in main menu

    Summary: A user with a security profile that only allows them to create opportunities goes to Main Menu -> New . Instead of the new opportunity screen being displayed, the following error message is displayed: Cause: The cause of this was an entry in the ActionSecurity table. Resolution / Work around...
  • Wiki Page: 492-17449 - Product Family Grid Sorting Error

    Summary: The default sort order on the Product Families page may prevent all product families from being visible. Symptoms: The issue affects customers who have more than 10 product families added under Administration -> Data Management -> Products -> Product families . When paging between the...
  • Wiki Page: 492-17456 - SDATA schema URL: Windows Presentation Foundation Host has stopped working

    Summary: In Sage CRM v7.2, attempting to access the SDATA schema URL using Internet Explorer may throw an error. This is due to the format of the XML returned, and does not indicate an error in Sage CRM. Symptoms: The SDATA schema URL is commonly used as a troubleshooting step to determine if the Tomcat...
  • Wiki Page: 608-17508 - Escalation Rule Sysadmin Query

    Summary: Why don't all of my escalation rules appear when I check the sysadmin URL? When using the sysadmin url e.g http://servername/crm/eware.dll/sysadmin not all escalation rules are displayed on this screen. This is because it is designed to only show escalation rules that have been triggered...
  • Wiki Page: 536-17518 - Difference in generated IDs in v 7.2 and 7.1

    Summary: If a system is upgraded from 7.1 to 7.2, does the sql_identity table still get used? Is there a difference in the method of generating IDs between a system upgraded to CRM 7.2 and a fresh install of CRM 7.2? Solution: Systems upgraded from 7.1 to 7.2 will still use the eware_get_identity_id...
  • Wiki Page: 492-17545 - Tool: URL Compare - translating Sage CRM URL key values

    Summary: Sage CRM uses URL keys to define the system context. By this we mean the main entity type, as well as the individual entity record, and any secondary entity records that are currently being accessed by a user. A full description of how this works within the product is available here . Developers...
  • Wiki Page: 636-17638 - Auto Logout does not work

    Summary: Auto Logout function is not working Symptoms: If Auto Logout is activated in the user configuration menu, when the user closes the browser and tries to log in again, they will see the following screen: They should be automatically logged out when they close the browser Status: This is working...
  • Wiki Page: 632-17665 - Profile Menu Button Missing in Sage CRM 7.3

    Summary: A user computer is set up to view Sage CRM 7.3 in compatibility mode in Internet Explorer 11. Symptoms: The user trys to navigate to the Administration screens or their user prefences by selecting the button in the top right hand corner of the screen. They are unable to do so as this button...
  • Wiki Page: 492-17870 - Redirecting to a tab needs more parameters

    Summary: In Sage CRM 7.2g and later, two new parameters have been added to query URLs to control tab selection. These are the E and Capt parameters. The E parameter refers to the entity in use, while the Capt parameter refers to the caption code used to select a tab. If not using the URL methods in CRM's...
  • Wiki Page: 687-17922 - Info Manager unable edit user preferences

    Summary: An info manager with all rights is not able to edit another user's user preferences. If an info manager selects the user from the administration menu the preferences tab will not be visible. Symptoms: Only a system administrator can edit another user's preferences, not even an info manager...
  • Wiki Page: 492-17957 - Sage CRM system lock - unable to log back in

    Summary: A customer may lock Sage CRM for customisation using the option available under Administration | System | Lock System . If they encounter difficulties with the password of the user who created the lock, they may be unable to log back into Sage CRM. More information: Running the following SQL...
  • Wiki Page: 492-17962 - Changing User Select display format

    Summary: User Select fields in Sage CRM can be displayes in one of two ways within Sage CRM. Which format is used depends on an entry on the CustomSysparams table named DropdownThreshold. More information: When linking a Sage CRM entity record to a user, a particuklar type of field is used. This field...
  • Wiki Page: 492-17979 - Time selection widget does not function when using IE Compatibility Mode

    Summary: Time selection drop down menus will not work in Sage CRM 7.3c when Compatibility View is enabled. Symptoms: The issue can be observed on either the New Task or New Appointment screens when the dropdown associated with the time part of the Due Date/Time field is selected. When dunctioning, the...
  • Wiki Page: 492-18000 - Blank value when using AM/PM time format

    Summary: An issue may arise when users have the "Use AM/PM" option set to Yes, and save a time value with no space between the time and the AM/PM part. Symptoms: As an example, if a user were to save the time an opportunity were opened as "12:00PM" (as distinct from "12:00 PM"...