Sage CRM Bootcamp 2014 Supporting Interactive Dashboard & Import/Export

Transcription

1 Sage CRM Bootcamp 2014 Supporting Interactive Dashboard & Import/Export Mark Dalton, 7 th May 2014

2 Agenda 1.0 Supporting Interactive Dashboard 1.1 Introduction 1.2 Basic Troubleshooting Steps 1.3 Common error messages / issues 2.0 Import / Export 2.1 Introduction 2.2 Basic Troubleshooting Steps 2.3 Common error messages / issues 3.0 Questions

3 Supporting the Interactive Dashboard

4 Supporting the Interactive Dashboard Is this familiar?

5 Supporting the Interactive Dashboard Introduction

6 Supporting the Interactive Dashboard Introduction: Sage CRM Architecture

7 Basic Troubleshooting Steps

8 Basic Troubleshooting Steps 1. Tomcat Service 2. CRM and Tomcat Logs 3. SData and Tomcat schema URLs 4. Debugging mode

9 Basic Troubleshooting Steps 1. Tomcat Service The first place to look if there is problem with the interactive dashboard is to see if the tomcat service is running. Open the command prompt and run the following Services.msc Navigate to Apache Tomcat on the List:

10 Basic Troubleshooting Steps 2. CRM and Tomcat Logs Category Location File Name \ProgramFiles\Sage\CRM\[CRM Install]\Logs Ewaresystem.log CRM Logs \ProgramFiles\Sage\CRM\[CRM Install]\Logs \ProgramFiles\Sage\CRM\[CRM Install]\SCRM \ProgramFiles\Sage\CRM\[CRM Install]\Logs Ewaresql.log Scrm.xml Default.xml Redirector Log \ProgramFiles\Sage\CRM\Services\IISUtils\CRMRewriter CRMRewriter.log Tomcat Logs \ProgramFiles\Sage\CRM\[CRM Install]\tomcat\logs \ProgramFiles\Sage\CRM\[CRM Install]\tomcat\logs \ProgramFiles\Sage\CRM\[CRM Install]\tomcat\logs Catalina.log Localhost.log Stdout.log

11 Basic Troubleshooting Steps 3.SData and Tomcat Schema Checks Check if SData schema URL is working ( this means it s accessed directly from IIS): Sdata is working the following is returned:

12 Basic Troubleshooting Steps 3. SData and Tomcat Schema Checks If getting HTTP errors refer to the Interactive Dashboard Support Guide ( %20Interactive%20Dashboard%20Support%20Guide.pdf.)

13 Basic Troubleshooting Steps 3. SData and Tomcat Schema Checks Check if Tomcat schema URL is working: Tomcat Port is found in server.xml Go to C:\ProgramFiles\Sage\CRM\[installname]\tomcat\conf\server.xml In Sage CRM 7.0 <Connector port="10009" protocol="ajp/1.3" redirectport="8443" /> In Sage CRM 7.1 and 7,2 <Connector port="10009" protocol="http/1.1" redirectport="8443" />

14 Basic Troubleshooting Steps 3. SData and Tomcat Schema Checks If the CRMj Webapp is working the following is returned:

15 Basic Troubleshooting Steps 3. SData and Tomcat Schema Checks If getting HTTP errors refer to the Interactive Dashboard Support Guide. ( %20Interactive%20Dashboard%20Support%20Guide.pdf. )

16 Basic Troubleshooting Steps 3. SData and Tomcat Schema Summary

17 Basic Troubleshooting Steps 4. Debugging Mode To Turn on Debugging options: 1. Stop Tomcat Service 2. Delete Log Files 3. Browse to C:\Program Files\Sage\CRM\[CRMInstall Name]\tomcat\ webapps\[crminstallname]j\web-inf 4. Open log4j.properties file 5. Replace all ERROR by DEBUG in file and Save 6. Start Tomcat Service 7. Open Sage CRM and reproduce issue 8. Check Tomcat Logs

18 Common Error Messages and Issues

19 Common Error Messages / Issues The Dashboard has experienced a problem. Please contact your System Administrator When you click on the use Interactive Dashboard tab you see the following error: To resolve you need to: 1. Check that your jdbc.properties file has the right connection settings: C:\Program Files\Sage\CRM\CRM\tomcat\webapps\crmj\WEB-INF The line to concentrate on is: jdbc.url=jdbc:log4jdbc:jtds:sqlserver://machine:1433;databasename

20 Common Error Messages / Issues The Dashboard has experienced a problem. Please contact your System Administrator 2. Check if TCP/IP Protocol is enable within SQL Server Configuration Manager. The following error massage in SCRM log file: The TCP/IP connection to the host has failed. java.net.connectexception: Connection refused: connect

21 Common Error Messages / Issues The Dashboard has experienced a problem. Please contact your System Administrator 3. Ensure the Sage CRM Redirector Pool is running under IIS. 4. Ensure the Application Pools are running under the correct identities. 5. Ensure username / password are correct in the jdbc.properties file 6. From a SQL Query window run the following query: Select Parm_value From Custom_SysParams Where Parm_Name='Servernames This query will return Sage CRM database server name. This server name is in your jdbc.properties file and it should match this server name exactly. If it doesn t you will need to update this file content.

22 Common Error Messages / Issues The Dashboard displays 500 Internal server error message This issue really doesn t tells us anything. (refer to the understanding HTTP codes slide) To resolve this issue: Use the Fiddler tool to narrow down the HTTP error. (go into this later on) Please refer to the Interactive Dashboard Guide for HTTP errors and recommendations

23 Common Error Messages / Issues The Dashboard displays - You are not authorized to view this page

24 Common Error Messages / Issues The Dashboard displays - You are not authorized to view this page To resolve this issue: - Open IIS and check Sdata folder permission by clicking on Authentication: - Check credentials of users on the domain - Check Internet Security Settings with the Aid of the Interactive Dashboard Guide

25 Common Error Messages / Issues An error occurred when attempting to process the Gadget. The Dashboard is working but a gadget displays the message: An error occurred when attempting to process the Gadget, Please contact your System Administrator.

26 Basic Troubleshooting Steps Fiddler If the gadgets are showing errors run fiddler and this will identify if any HTTP errors are showing up. This application can be downloaded from: Use the text and header views to assess what URL s are being called.

27 Basic Troubleshooting Steps Fiddler

28 Basic Troubleshooting Steps Fiddler

29 Basic Troubleshooting Steps Fiddler

30 Common Error Messages / Issues HTTP Error Codes 4XX - indicates the client seems to have errored Bad Request Unauthorized Not Found 5XX - indicate cases in which the server is aware that it has encountered an error or is otherwise incapable of performing the request Internal Server Error Bad Gateway

31 Common Error Messages / Issues An error occurred when attempting to process the Gadget. To resolve this issue: Check Proxy settings. Check how you access Sage CRM - IP Address - localhost - Full URL Check IIS Sdata Properties and grant proper access in Domain Name restriction. Identify Gadget Type and Customisation settings. Have seen this caused by ntext fields being used as a sort option. Need to convert to nvarchar.

32 Common Error Messages / Issues The Dashboard could not be saved. Please contact your System Administrator. The Dashboard could not be saved. Please contact your System Administrator. Open Tomcat log file Catalina and look for: java.net.bindexception: Address already in use: JVM_Bind This means another application is already using Tomcat s port number. To resolve this issue: Option 1: Force Tomcat to use an unused port. Option 2: Identify the process (PID) which is using Tomcat s port.

33 Import and Export

34 Import and Export Introduction Basic Troubleshooting Steps Common error message / issues

35 Import and Export Introduction Sage CRM allow users to import Companies, Persons and Leads from Excel and CSV Files. In addition, all Saved Searches, Groups and Reports can be exported too in different formats (PDF, XLSX, CSV ).

36 Import and Export Deduplication The purpose of deduplication is to remove duplicate entries from a data upload. When deduplication is enabled at least one field in the company and person entities for a company upload and at least one field in the person entity. Deduplication rules do not have to be set if you are performing a Lead data upload. The Dedupe rules that can be set are: 1. Exact Match 2. Phonetic 3. First Letter Match 4. Begins With 5. Contains 6. Not equal to

37 Basic Troubleshooting Steps

38 Basic Troubleshooting Steps Introduction Navigate to Administration -> and Documents -> Documents & Reports Configuration: This where the settings are located for importing / exporting. The help guide on the community explains all these settings: Do s and Don ts for data uploading:

39 Basic Troubleshooting Steps Are you running A Supported Excel Version Also Excel doesn't need to be installed on the server just on the client.

40 Basic Troubleshooting Steps Log Locations Category Location File Name \ProgramFiles\Sage\CRM\[CRM Install]\Logs Ewaresystem.log CRM Logs \ProgramFiles\Sage\CRM\[CRM Install]\Logs \ProgramFiles\Sage\CRM\[CRM Install]\SCRM \ProgramFiles\Sage\CRM\[CRM Install]\Logs Ewaresql.log Scrm.xml Default.xml Redirector Log \ProgramFiles\Sage\CRM\Services\IISUtils\CRMRewriter CRMRewriter.log Tomcat Logs \ProgramFiles\Sage\CRM\[CRM Install]\tomcat\logs \ProgramFiles\Sage\CRM\[CRM Install]\tomcat\logs \ProgramFiles\Sage\CRM\[CRM Install]\tomcat\logs Catalina.log Localhost.log Stdout.log

41 Common Error Messages and Issues

42 Common Error Messages / Issues An error occurred while running the report. Error generating report. It is important to gather information regarding the type of record exported (List, report, filters, criteria ) and the number of records.

43 Common Error Messages / Issues An error occurred while running the report. Error generating report. To resolve this issue: 1. Check to see if dashboards are working, if not then it s a tomcat issue. 2. Check SData Tomcat Schema URL Example Check the ewaresystem.log file

44 Common Error Messages / Issues An error occurred while running the report. Error generating report. 4. Verify the name of the server in jdbc.properties file located in: C:\Program Files\Sage\CRM\CRMVN\tomcat\webapps\crmvnj\WEB-INF If the line looks like : jdbc.url=jdbc:log4jdbc:sqlserver://(local)\\sqlexpress:443; databasename= CRMVN;integratedSecurity=true; or = CRMVN jdbc.url=jdbc:log4jdbc:sqlserver://(local):443;databasename The (local) needs to be replaced by the server name.

45 Common Error Messages / Issues Reports coming out in XML format not CSV The following error is found in the logs: doendpointget URL: 4a3d9-a6f3-497c-83c7-98e6843f68d7&SID= ERROR generating excel file. Message - Error generating report. The issue here is: CRM will output the data into a temporary XML file which is then converted by Tomcat into a CSV. If your just getting an XML file then Tomcat as encountered a problem and failed to convert the XML file Therefore we need to troubleshoot Tomcat as this is where the issue has originated from.

46 Common Error Messages / Issues The was am error reading the file. Check that file meets Data Upload requirements and that Data headers are not too long. The issue here was that there was a particular string in the upload file that caused this: Company Firstname Lastname ADRESSE 1 Test Ltd Joe Bloggs #N/A If #N/A is present in any row/column in the upload field in will cause the error.

47 Common Error Messages / Issues Other Issues Error: The following error is shown in the logs: <log4j:throwable><![cdata[org.apache.http.conn.httphostconnectex ception: Connection to refused To resolve this issue: Enable Unknown ISAPI extension in IIS Server extensions.

48 Questions

49 Accelerate your business success with Sage CRM