Hints

Although IIS and .NET framework is installed, ASPX pages do not work.

The ISAPI for .NET is deactivated. This problem occurs when IIS was installed after installing the .NET framework.

To activate the .NET ISAPI, use aspnet_regiis.exe, by default located in %WINDIR%\Microsoft.NET\Framework64\ v4.0.30319\aspnet_regiis.exe.

Enter aspnet_regiis.exe – i in the command line.

Very unspecific HTTP error messages from IIS are displayed.

Clear the Show friendly HTTP error messages check box in Internet Explorer (Internet Options).

Error: Missing file settings.xml!

Check the following:

• In the Web.config file, whether the section <settingsFile>system/settings/settings.xml</settingsFile> contains the correct path to the settings.xml file.
• Whether the settings.xml file is valid XML.
• Whether the IIS worker process has sufficient rights to read the settings.xml file.

DB is NOT Open!! Error: -9, Cause: GlobalLogon: InitUser Failed - incorrect rights for user 'WWW'.

Reason: The WWW user has no rep assigned.

Solution: Assign a rep to the WWW user, see WWW User.

System.Exception: Initial login failed with error -5, Standard-User ('WWW') does not exist in DB!

Possible reasons:

• the WWW user does not exist in in the database.
• the WWW user exists in the databse, but does not have a rep assigned or has a password assigned.

Solution: Reconfigure your Aurea CRM web installation. Start Aurea CRM win and try to log in with the WWW user.

System.Exception: Initial login failed with error -1, RRC_ALREADY_LOGGED_ON.

Possible reason: You are running multiple Aurea CRM web applications in the same application pool, which is not supported.

System.Exception: Initial login failed with error -6, check DSN configuration and security settings for Windows user!

Possible reasons:

• Invalid DSN configuration

  Solution: Check the database connection and the content of the *. ini-files stored in .. \system\sys directory of Aurea CRM web.

• No TCP/IP connection to the SQL Server due to wrong or too restrictive firewall settings or wrong port configurations.
• The client configuration of the database connection is set to "Named Pipes".

Login fails with "Login failed for '…'! No person is associated with user '…."

In order to log on to Aurea CRM web, the login respectively the rep must be assigned to a person in the Aurea CRM database, see Linking Reps (Users) to Persons.

Login fails with "You are not allowed to access info area 'WWW Interest'"

The user you tried to log on with does not have sufficient access rights on info area WWW Interest. Grant the user access to info area WWW Interest (II).

Login fails with "You are not allowed to access info area WWW Interest Configuration."

The user you tried to log on with does not have sufficient access rights on info area WWW Interest Configuration. Grant the users access to info area WWW Interest Configuration (I9).

Login fails with "You may not edit "WWW Interest Configuration" in this manner"

Possible Reason: The user you tried to log on with does not have sufficient rights on info area WWW Interest Configuration. Grant the user update rights to info area WWW Interest Configuration (I9).

If you are connecting to an Oracle database and this error message is displayed but the rights are set correctly for the II info area, check the web.log file in the web.data\log directory for Oracle errors similar to:

ORA-01401: inserted value too large for column

Failed to save format-XML with record-id '-1'.

XMLImportFormat: MSXML2:IXMLDOMDocument2Ptr.CreateInstance: Error Code: 80040154

Possible Reason: Microsoft XML Core Services Version 6.0 or higher was not installed properly.

For information on how to determine the version of the XML Parser, see Microsoft Knowledge Base Article http://support.microsoft.com/default.aspx?kbid=278674.

CryptographicException: object already exists

Reason: This exception occurs if the user account under which the IIS worker process (W3WP.EXE) is running has no Read access for the key file containing the private keys required to encrypt/decrypt sensitive information used by Aurea CRM web.

Solution: Change the file system permissions for this key file using the aspnet_regiis.exe tool with the -pa switch to grant read access to the local user group IIS_IUSRS. If the application experiencing the problem is running under a different account, replace IIS_USRS with this account.

Examples:

If you use the application pool identity, execute aspnet_regiis.exe -pa "update.eight.users" "IIS APPPOOL\update.crm_web".

If you use the netword service identity, execute aspnet_regiis.exe -pa "update.eight.users" "NT AUTHORITY\NETWORK SERVICE".

For more information, see Granting Authority to Access an RSA Key Container.

To manually fix this problem:

1. Determine which of the key files is the key file of Aurea CRM web. (The key files are usually located in "MachineKeys" folder: C:\Users\All Users\Microsoft\Crypto\RSA\MachineKeys)

   You have to open the binary key files with an editor and look for a file containing string "update.eight.users" (it should be in the first couple of bytes). Usually the file you are looking for is the one with the most recent creation date.

2. Change the file permissions for this key file.

ORA-12154: TNS: could not resolve service name

Possible reason: When saving the host string (e.g. ORASERVER) the host string is added to the full qualified node name (ORASERVER.update.com).

Solution: Check the host string with the Net Configuration Assistant.

Wrong charset defined in the registry HKEY_LOCAL_MACHINE/SOFTWARE/ORACLE/NLS_LANG

Possible reason: Different values of the MM_NLS_CHARSET parameter in the mmdb.ini file and in the registry key

My Computer/HKEY_LOCAL_MACHINE/SOFTWARE/Oracle/(Homex)/NLS_LANG

Solution: Change the value in the mmdb.ini file accordingly.

Oracle: Aurea CRM web does not start. Install Checker: Login with username (user id) failed for (data source).

Aurea CRM web throws an access denied or unable to load exception regarding a *or8*.dll located in ..\system.

Possible reasons:

• User ID / password not correct.
• The web application identity account has insufficient rights for the Oracle client directory (or for one the subdirectories).

Try to log on to Aurea CRM web using the same ..\sys directory as Aurea CRM win.

Check the rights for the Oracle client subdirectories which are assigned to the web application identity account.

Filters on Decimal Fields require '.' as decimal separator.

This behavior is by design. If you define a filter, e.g. Value = 1.5, you must use the decimal point as decimal separator.

How to assign a specific language to a user?

You can assign a language to a user by assigning the appropriate language number to the user in the Aurea CRM win Rights module.

Downloaded files are associated with wrong application.

In order to download a certain file type correctly from the web server, the server must be able to map file extensions to MIME types and vice versa.

This mapping is usually created by installation the application associated with a certain file extension. However, on web servers this strategy is often not applicable.

To work around this problem you can either add the mapping to XML file ../settings/settings/mimetypes.xml.

Or you can manually add the required registry entries:

The MIME type must be registered under HKEY_CLASSES_ROOT\MIME\Database\Content Type.

The file extension must be registered under KEY_CLASSES_ROOT\ and unambiguously associated with the MIME-type.

For PDF files, for example, the registry settings are:

For Word, the following registry entries should be sufficient:

Browse Button in the Upload dialog is not in Aurea CRM web language.

The Browse button in the Upload document popup is owned by the web browser and, therefore, always in the language of the web browser (usually the language of the operating system).

Fixed catalogs are not refreshed

Fixed catalogs are not refreshed unless the web application is recycled. The same applies if catalog values are renamed (changed).

This behavior is by design. Fixed catalogs or catalog values are not refreshed until the application pool is recycled.

A popup blocker prevents opening popup windows (e.g. when generating reports etc.).

Some popup blockers do not block popups of web sites from the "trusted sites zone". Therefore adding Aurea CRM web to the list of trusted sites might solve the problem.

To disable the popup blocker, e.g. for generating reports, press <Ctrl> (<Strg>) when clicking the Reports button.

Aurea CRM web then offers to download the report instead of opening it in a popup.

If you use CRM.phone, you must ensure that the communication port used by the TAPI server and client is open

See the documentation of your TAPI Service Provider for further details.

For example, try to make a call using Microsoft Phone Dialler (part of the Microsoft operating system).

The screenshot shows an Ericsson client where Port 2555 is configured as TAPI communication port.

Appointments without a Time assigned are not displayed in the Resource view.

This behavior is by design.

Changing the date and time format for Aurea CRM web

In Aurea CRM web, each user can specify his preferred settings in the User Configuration. By default, the server settings are used.

For details about changing the server settings, >> Microsoft Knowledge Base Article http://support.microsoft.com/default.aspx?scid=kb;en-us;867743.

To change the date and time format for Aurea CRM web, you must change the regional settings of the web application identity account in the registry.

Basically, you must:

1. Determine the web application identity account, >> Determining the Web Application Identity Account.
2. Determine the SID of the web application identity account.

   For example PsGetSid (SysInternals) maps SIDs and user names, >> http://technet.microsoft.com/en-us/sysinternals/bb897417.aspx.

   For details on the SID values for Windows installations, >> Microsoft Knowledge Base Article http://msdn.microsoft.com/en-us/library/cc980032.aspx.

3. In the registry, change the appropriate values of HKEY_USERS\{SID}\Control Panel\International.

Hiding (system) Aurea CRM fields for Aurea CRM web.

With Aurea CRM web you can lock fields matching certain field attributes. Fields locked by this mechanism are treated by the user interface like fields, that were locked via the Aurea CRM win Rights module.

...
< update.crm.base>
	...
	<DataBase>
		<LockFieldAttributes>Hidden</LockFieldAttributes>
	</DataBase>
	...
</update.crm.base>

"File or assembly name bx5fbkax.dll, or one of its dependencies, was not found."

In the server log file a similar entry as listed below exists.

System.IO.FileNotFoundException: File or assembly name bx5fbkax.dll, or one of
its dependencies, was not found …

Reason: The Microsoft .NET framework creates temporary assemblies (DLLs) in %WINDIR%\TEMP when it de-serialises an XML document or when it applies a XSL transformation. Therefore, the web application identity account must have MODIFY rights on the %WINDIR%\TEMP directory.

Solution: Assign the Modify right to the web application identity account, see Determining the Web Application Identity Account.

Uploading large documents returns "Maximum request length exceeded".

By default, ASP.NET limits each request to 4096KB (or 4MB) and, therefore, this error occurs when an uploaded file is larger than 4 MB. This restricts possible Denial of Service attacks.

The request limit can be changed by setting the attribute maxRequestLength on element <httpRuntime/> in file web.config.

For details, see Microsoft Knowledge Base Article httpRuntime Element (ASP.NET Settings Schema).

Aurea CRM web does not work correctly when the host name contains underscores ("_").

According to Microsoft, "Cookies on ASP pages are blocked if the server name contains characters that are not supported by Domain Name System (DNS). For example, you cannot use underscore characters (_) in the server name. This behavior is by design."

As Aurea CRM web's session handling uses cookies, host names must not contain underscores.

For details, see http://support.microsoft.com/default.aspx?scid=kb;en-us;325192.

Uploading configurations to CRM.designer with CRM.bulkloader does not work for generic tables and fields.

Before uploading a sub-configuration, you must ensure that the data model in the CRM.designer database is identical to the Aurea CRM data model. Upgrade the data model in the CRM.designer database using the Data Model, CRM Processes, Roles and Catalogs option of CRM.bulkloader, see Data Model, CRM Processes, Roles and Catalogs in Aurea CRM web Administrator Guide.

No text groups and texts are created when uploading a configuration with bulkloader.

Depending on the number of languages included in the xml file, bulkloader uploads either a (sub-)configuration or a language pack:

• If only one language is included, the xml files are treated as a language pack.
• If more than one language is included, the xml files are treated as a configuration.

For language packs, no text groups and no texts are uploaded to the database. Therefore, always download at least two languages for sub-configurations even if you need only one. The additional language does not have significant impact on the size of the xml files and the software.

After upgrading the data model or after synchronizing a catalog, an error is displayed when accessing the new fields/catalogs.

Since CRM.designer caches its data model and catalog information, it is highly recommended to restart the application (IIS reset or application pool recycling) after upgrading the data model or synchronizing catalogs.

When sending activities as e-mail, Eastern European special characters are not displayed correctly.

For sending e-mails from the client, set the EMail.ClientSide.MailEncoding Web Configuration parameter to the number of the desired code page e.g. 1250 for Central European, 1252 for Western European (default).

The user cannot change his phone profile.

<CanChangePhoneProfile>true</CanChangePhoneProfile>

The phone profile selection does not include the user’s standard profile.

Add the rep's standard phone profile to the user's rep record, see Configuring CRM.phone for Aurea CRM web.

Access denied (via Rights module) to table Absences (A3) – how does that affect the Resource View and the Collision Check?

If the user has no access to absences, this info area is simply ignored for the resource view and for the appointment collision check.

When trying to send an email, the message "Error processing command line arguments" is displayed Or Notification: The length of the e-mail message exceeds the limit of the operating system and/or your e-mail client. The message is truncated…

This error occurs if emails are sent from the client where the text is too long. Client side e-mails are sent using the mailto: protocol. The length of a mailto: URL is limited to 2048 characters.

However, depending on the application handling the mailto: protocol (e.g. Outlook, Notes, …) the limit might be even lower. The only solution, apart from using shorter texts, is sending the emails from the server instead of from the client.

For information on the Web Configuration parameters involved, see  E-Mail parameters in the Aurea CRM web Administrator Guide.

After upgrading to a new service pack, users complain about script errors and are unable start Aurea CRM web.

Users need to delete the temporary internet files on their computers (Browsing History > Temporary Internet Files).

Changes made to format records are not visible in Aurea CRM web.

Formats are cached by Aurea CRM web. Therefore, to immediately apply changes you need to restart your application pool.

The button to search for a linked record is not displayed beside a link field.

If the field has the data model field attribute NOEDIT or the designer field attribute Readonly, the icon is not displayed by default.

Nevertheless, if you want to select a record for such a field, you can override the default behavior by manually specifying a Select-Function in CRM.designer.

The search results are different depending on the number of records displayed. Paging through the search results always produces the same results.

If no sort criteria are applied to the data in the list (or sort criteria that produce more results that rows in the list), the order in which data is returned from the database is ambiguous. i.e. if a lot of records that are "equal concerning the sort criterion" exist, the database returns these in an arbitrary manner.

A feasible workaround when such problems occur is to define (more specific) sort fields.

If IP-Blocking is enabled for a web installation on an IIS 7.x / Windows 2008 Server machine

An exception is displayed when starting Aurea CRM web directly on the server (but not problems when connecting from other computers).

You need to disable "Internet Protocol Version 6 (TCP/IPv6)" in the Network Settings on the server.

Instead of the Windows user name, the name of the IIS Application Identity is displayed for History, System Lock, Session Tracking and Process Tracking records.

The Windows user name is only displayed for these records, if single sign-in is active for a user (otherwise, the IIS Application Identity name is displayed), see Configuring Single Sign-On.

Log level cannot be changed without restarting/recycling the IIS Application Pool.

The log level can be changed in the client log window without having to restart the IIS Application Pool. Select the desired log level from the "Log" menu.

In addition, you can download the server log file from the "Log" menu in the client log window. As log files can become very large, only the last 10 MB are downloaded and opened in your default text editor (e. g. Notepad).

If you want to change the amount of the downloaded log data, you can make a JavaScript call using the console.

Example: If you want to download only the last 100 MB, enter u8.debug.getLogFileTail( 100*1024*1024);.

IE10: Drag&Drop Does Not Work in CRM.designer and Aurea CRM web

To enable drag&drop (as used e.g. in the Field Control Editor in CRM.designer or for rearranging Expand views in Aurea CRM web) to work with IE10:

1. Add the Aurea CRM web server to the trusted sites:
   
   
2. Disable protected mode:
   
   
   

Oracle: Linguistic sort is not applied to UPPER index

If linguistic sort is enabled (e.g. MM_NLS_SORT=GERMAN) and an UPPER index is defined for a text field (e.g. Last Name in KP), the linguistic sort is not taken into account.

Solution: Add USE_NLSSORT=on to Aurea CRM web's mmdb.ini file to enable linguistic sort in Aurea CRM web.

Oracle: ROWNUM is applied before ORDER BY

Oracle and MS SQL have different strategies on how to limit the amount of records returned by a query. With MS SQL a statement like "SELECT TOP xxx FROM …" is executed, while in Oracle "SELECT … FROM … WHERE … AND rownum < xx ORDER BY …" is executed.

Reason: The ROWNUM filter in the WHERE clause in Oracle is applied before sorting (this is documented by Oracle): The query returns the result sorted correctly but it is not guaranteed that it returns the first xx rows. The result is similar to sorting weak columns – you may see some duplicate rows, some are missing, but with the big difference, that this is not only within same values in sort columns but in general.

Solution:

• Set the Search.AlwaysReadNumRecords Web Configuration parameter, >> Search.AlwaysReadNumRecords in the Aurea CRM web Administrator Guide.
• Influence the statement generation via the mmdb.ini file (up to not using the ROWNUM clause (by defining ORACLE_NO_ROWNUM=1) which may come with a huge performance penalty), >> mmdb.ini File for Oracle Databases in the CRM.core Administrator Guide.
• If this happens with sub-lists (and this behavior most likely occurs with link records), it might be an option to use the cachedMode sub-list parameter, see ListParams in the Aurea CRM web Administrator Guide.
• Try to force the database to use a different execution strategy by defining an index based on the sort columns.

Oracle: NO_DECODE and LOCAL INDEX exclude each other

If [LOCAL INDEX] settings have been configured, ORACLE_NO_DECODE=1 is ignored.

Solution: Add TUNE_STMT=7 to Aurea CRM web's mmdb.ini file to apply ROWNUM outside of the order statement.

For details, see mmdb.ini File for Oracle Databases in the CRM.core Administrator Guide.

Error when installing MSI package on the client