Troubleshooting a CRM Real-Time data source can be difficult because we can’t manually run the integration. This article will serve as a guide to the steps to follow to troubleshoot a CRM Real-Time data source integration that doesn’t run as expected.
Steps to troubleshoot CRM Real-Time Map Issues
Table of content
2. Check the Log Action is set on real-time data source
6. Understanding of Procedure for CRM Real Time Data Source
1. Setup the Error Log
We will start by enabling and checking the SmartConnect error logs.
- Check that Errors are being saved by the integration
- Open Processes > Integration Processes
- Click Modify on the Realtime integration
- Navigate to the Options tab
- Make sure both Save Processing Errors and Save errors to System Events are checked
- Click Save
2. Check the Log Action is set on real-time data source
- Navigate to Data Sources > Realtime Triggers
- Edit the Realtime data source
- Set the Log Action to Save Failures
- Click Validate
- Click Save
- Click Register
3. Run a test
Now that we have verified all the logging settings are configured, we’ll run a test change and check the logs.
- Log into CE and make a change that should trigger the Realtime Integration.
- Next, switch to SmartConnect and open the Dashboard and monitor for the integration run. (it should show in the list within 1 minute)
- No records are found
- To check if the record is being filtered out:
- Open the real-time data source and check the Restrict columns button including the field changed
- On the real-time data source check the define button isn’t filtering out your record.
- If the integration failed check the following.
- Open Processes > Error Processing
- Locate the Realtime integration in the list and expand the run errors
- Click Edit on the top error
- In the Process Errors window, click on the Red (!) button to view the error message
- If possible, resolve this error and run another test
- Another place to check is Process History > System Events
- Search for the Integration Process Id
- This will show all errors related to the process, including scripting errors
- Finally, we can check Process History > Realtime Request Logs
- Click on the Magnifying glass icon for the record that failed
- Click on the Download icon for the record that failed
4. Check System Job in CRM
The real-time map does not run after creating, updating, or deleting a record in CRM
In CRM go to “Settings” and then “System Jobs”; you get a list of jobs in right hand side. Check the “Status Reason”, if failed “System Job Name” includes an error message and a detailed message having the Plugin Trace.
Note: if “Status Reason” shows “succeeded” it does not necessarily mean that the map run is succeeded. It means that CRM has successfully triggered the web service.
- · Plugin registration fails.
Read error messages from “System Jobs”.
Check if the entity has a valid ID
Note: To check if the entity has a valid ID, open the real time data source for the entity and click on “Define” button. Check if you have the valid ID (00000000-0000-0000-0000-000000000000) in front of the entity name in Criteria section.
If the valid ID is not there delete the data source and create it again.
5. Check Plugin in CRM
Check CRM to see if you have the plugin for the current version of SmartConnect:
Open CRM, go to Settings > Customizations > Customize the System, and click on “Plug-in Assemblies” to check the SmartConnect version.
If the plugin version number is different from SmartConnect version number, delete all related “Sdk Message Processing Steps”, then delete the plugin assembly.
To create the correct plugin assembly register the CRM data source map in SmartConnect again.
6. Understanding of Procedure for CRM Real Time Data Source
Most Issues occur due to having incorrect plugins or CRM connector settings or having incorrect web service settings.
Diagram below shows SmartConnect web service procedure for CRM real time data source from outside.
Create or Update Record
A new record is created or an existing record is updated in CRM.
Plugins and Connector Settings
Check CRM connector setting from the Setup:
· Do you have the correct CRM Server set?
Check if the URL is pointed to the correct location of CRM server.
7. Credentials
· Is the Authentication type correct?
Depending on the type of Microsoft CRM you are using, you need to use different type of authentication.
Active Directory: enables access to Microsoft Dynamics CRM inside the network
Internet Facing Deployment (IFD): Provides access to Microsoft Dynamics CRM externally from the Internet
If default credentials have been specified in CRM 2011 setup those credentials are used when connecting to CRM. If default credentials have not been specified the credentials of the current AD user are used to connect to the CRM 2011 web service.
Microsoft CRM online: As CRM 2011 Online requires Microsoft Live ID Authentication, default credentials must be defined in CRM 2011 setup in order to connect to CRM online. These credentials will then be used by all users to connect to CRM Online.
Microsoft Online Federation: Where the CRM Online account is linked to office 365.
Note: There is a security restriction that enables only privileged users to register plug-ins. For plugins that are not registered in isolation, the system user account under which the plug-in is being registered must exist in the Deployment Administrators group of Deployment Manager.
8. Web Service
Check “Real Time Data Source Setting Section” to see if you have the correct Web Service set:
Note:
- Only the HTTP and HTTPS protocols are allowed.
- Access to local host is not permitted.
- IP addresses cannot be used. You must use a named Web address that requires DNS name resolution.
9. Event Viewer
Check event viewer on the IIS server that SmartConnect web service is installed by going to:
Computer > Manage >Event Viewer
If you have any additional questions feel free to email support@eonesolutions.com
