Troubleshooting and things to know about CRM for phones and tablets

 

Applies To: Dynamics CRM 2015

The following are known issues with Microsoft Dynamics CRM for tablets.

 Video: Microsoft Dynamics CRM 2015 for Tablets - Troubleshooting

Important considerations

Before you begin to configure CRM for tablets, it’s important to review the requirements:

• Understand what operating systems, devices, and languages are supported. Review the requirements in Support for CRM for phones and CRM for tablets.

• Be aware that Internet-facing deployment (IFD) is required if you’re using Microsoft Dynamics CRM 2015 (on-premises version). The system administrator must configure claims-based authentication before users can access Microsoft Dynamics CRM data with CRM for tablets. If you have your Microsoft Dynamics CRM website available over the Internet but it is not using the Microsoft Dynamics CRM IFD configuration, it is not supported. To verify that your on-premises deployment is configured for IFD, open Microsoft Dynamics CRM Deployment Manager on your Microsoft Dynamics CRM server. The Authentication Summary section should show that both claims-based authentication and Internet-facing deployment are enabled. More information: Configure IFD for Microsoft Dynamics CRM

  

Potential issues and resolutions

Use the error message that appears in the app to identify a potential fix listed in this topic. Be aware that an error may have multiple causes. To narrow down the possibilities, system administrators can use tracing to capture details for analysis. More information:** **Enable tracing for CRM for tablets

Errors and connection issues

Error message: “This record is unavailable.”

If this message appears when a user starts the mobile app, taps the Home button, or selects Dashboards from the menu, the user likely doesn’t have access to the expected dashboards.

If you’re an admin, you can avoid users getting this error by making sure all mobile users have access to the sales dashboard:

1. In the web app, go to Settings > Customizations > Customize the System.

2. Click Dashboards.

3. Select Sales Dashboard.

4. Click Enable Security Roles.

5. Select Display to everyone and then click OK. If you prefer to display only to select security roles, be sure to select your user’s security role.

6. Click Publish.

7. Have your user close and open the mobile app so your dashboard changes will download.

If you’re an end user and you’re seeing this message on your home page, you can choose a different dashboard and set it as your home page:

1. From the mobile app, tap the menu and then tap Dashboards.

2. On the command bar, tap Select Dashboard and then select the dashboard you would like to use as your home page.

3. On the command bar, tap Set as Home.

If you’re an end user and you’re seeing this message on the dashboards page, you can create a personal dashboard through the web app and enable it for mobile:

1. In the web app, go to Sales > Dashboards.

2. Click New.

3. Click Properties.

4. Enter a name for your dashboard and select Enable for mobile.

5. Add the components you want on your dashboard and click Save.

6. In the mobile app, follow the previous procedure to select your new dashboard and set it as your home page.

Error message: “Your server is not available or does not support this application.”

Cause 1: The CRM server is down. Verify that the server is on and connected to your network.

Sample Trace Message for Cause 1:

“Dynamics CRM [Error] | Connection error: 404”

Cause 2: Your CRM organization isn’t updated to Microsoft Dynamics CRM Online Spring ‘14 or Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) and your users are using the CRM for Windows 8.1 or the CRM for Android app. You’ll need to update your organization.

Cause 3: The CRM organization isn’t updated to Microsoft Dynamics CRM 2013 or CRM Online Fall ‘13. Prior versions of Microsoft Dynamics CRM aren’t supported with CRM for tablets.

Cause 4: This error can also occur if you enter an invalid URL. Make sure the same URL you have provided works to access Microsoft Dynamics CRM in your browser on your device.

Sample Trace Messages for Cause 4:

“XMLHttpRequest: Network Error 0x2ee7, Could not complete the operation due to error 00002ee7.”
“Dynamics CRM [Error] | Connection error: 0”

Cause 5: If you connect to a Microsoft Dynamics CRM on-premises organization, this error can occur if the certificate from the Microsoft Dynamics CRM website is not trusted by the device. To avoid this scenario make sure to use a publicly trusted certificate. For more information, see Your server is not available or does not support this application.

Sample Trace Messages for Cause 5:

Windows 8: “XMLHttpRequest: Network Error 0x800c0019, Security certificate required to access this resource is invalid”

iPad: “[ERROR] Loading app failed due to SSL error”

Error message: "You haven't been authorized to use this app. Check with your system administrator to update your settings."

Cause 1: Verify that your Microsoft Dynamics CRM security role includes the Use CRM for Tablets privilege.

Cause 2: This error can occur if you configured CRM for tablets with a certain organization and are now trying to configure against another CRM organization. You must uninstall and reinstall the application to configure to another organization or as another user.

Cause 3: This error can occur if you have a Microsoft Dynamics CRM Online organization and your user has not been assigned a Microsoft Dynamics CRM Online license. If you add a Microsoft Dynamics CRM Online subscription to an existing Microsoft Office 365 tenant, your user may not have a Microsoft Dynamics CRM Online license assigned. If the user has the Global Administrator or Service Administrator role in the Microsoft Online Service Portal, you’re able to sign in to the Microsoft Dynamics CRM web application to perform certain administrative actions, but you can’t perform end user tasks, such as creating records (for example, accounts, contacts, and leads) or configuring CRM for tablets. When you sign in to the web application, you may notice that not all areas appear within the navigation (for example, Sales and Marketing are missing):

 

Access the Users and Groups section within the Microsoft Online Service Portal and verify you have a Microsoft Dynamics CRM Online license assigned to your user record.

Error message: “We can't connect to the service you need right now. Check your network connection or try this again later.”

Cause 1: This error can occur when connecting to a CRM on-premises organization that is not configured for IFD. For more information, see Configure IFD for Microsoft Dynamics CRM.

Error message: “Server certificate can’t be verified”

You can’t connect to the server because it doesn’t have a trusted SSL certificate. This error can occur when connecting to a CRM on-premises organization that does not have a certificate configured correctly. For more information, see “Certificate selection and requirements” in the whitepaper Configuring Claims-based Authentication for Microsoft Dynamics CRM Server.

Error message: "You need an internet connection to use this app. Reconnect and try again."

Cause 1: This error can occur if you do not have an internet connection. Verify you are connected to the internet and can access the same URL in your web browser.

Cause 2: Check if you are using a preview build of Windows 8.1. So far this issue has only been reported with the preview version of Windows 8.1.

Error message: "Sorry, something went wrong while initializing the app. Please try again, or restart the app."

Cause 1: See the following KB article:

An error occurs in the Microsoft Dynamics CRM app for users in child business units. For more information, see Sorry, something went wrong while initializing the app.

Sample Trace Message for Cause 1:

Error Message:System.NullReferenceException: Object reference not set to an instance of an object.
Microsoft.Crm.Application.WebServices.ApplicationMetadataService.<>c__DisplayClass30.<UserRolesChanged>b__2d(Entity role)
at System.Linq.Enumerable.Any[TSource](IEnumerable`1 source, Func`2 predicate)
at Microsoft.Crm.Application.WebServices.ApplicationMetadataService.UserRolesChanged(Guid[] clientUserRoles, DateTime syncTime, ExecutionContext context)
at Microsoft.Crm.Application.WebServices.ApplicationMetadataService.RetrieveUserContext(UserContextRetrieveRequest userContextRetrieveRequest)

Cause 2: This can occur if the download of the metadata failed. The next attempt to connect will fully regenerate the metadata and successfully connect. Microsoft is aware of an issue where metadata may fail to download due to a timeout and plans to address this issue in a future update.

Sample Trace Messages for Cause 2:

“Error occurred during complete refresh of Application/Entity/Attribute metadata” 
“XMLHttpRequest: Network Error 0x2ef3, Could not complete the operation due to error 00002ef3.”

Cause 3: This issue can occur if the telephone fields on the Contact or User entity have the format set as text instead of phone. The format may be set this way after you import a solution that was created in Microsoft Dynamics CRM 2011. If the error message in the trace matches the one shown here and you’re using Microsoft Dynamics CRM (on-premises), apply Microsoft Dynamics CRM Update Rollup 1 on the Microsoft Dynamics CRM server to prevent this error. If your organization uses Microsoft Dynamics CRM Online, this update has already been applied.

 

Sample Trace Message for Cause 3:

Message Dynamics CRM [PAL] | Error Message:System.NullReferenceException: Object reference not set to an instance of an object.
at Microsoft.Crm.ObjectModel.ApplicationMetadata.Tiles.Builders.EntityFormCommunicationCardBuilder.Build()
at Microsoft.Crm.ObjectModel.FormConverter.ConvertFormToJson(EntityMetadata entityMetadata, Dictionary`2 savedQueryIds)
at Microsoft.Crm.Application.WebServices.ApplicationMetadata.ApplicationMetadataFormConverter.Convert(ApplicationMetadataSourceObjectModel source)
at Microsoft.Crm.Application.WebServices.ApplicationMetadata.ApplicationMetadataSourceRetrieverBase.RegenerateApplicationMetadataRecords(IEnumerable`1 sourceObjectModels, Boolean createOrUpdateInDb) 
at Microsoft.Crm.Application.WebServices.ApplicationMetadataService.RetrieveUserContext(UserContextRetrieveRequest userContextRetrieveRequest)

Error message: “The language installed on your company’s system isn’t available on the app. Please contact your system administrator to set up a supported language.”

Cause: This error will occur if one of the supported languages is not enabled in Microsoft Dynamics CRM. For more information on the supported languages, see Help & Training: CRM for tablets: Set up and use and expand What you need to use CRM for tablets and Supported Languages.

Error message: “The process assigned to this record is unavailable or has been deleted.”

If you receive this message for a record that has a non-deleted process assigned to it, you should manually synchronize CRM for tablets with your Microsoft Dynamics CRM data. Close the CRM for tablets app, reopen, and then download the latest customizations. This procedure forces CRM for tablets to check for updated customizations. Recently viewed data while you were connected is cached and synched. Record data like Accounts or Contacts are not synched. You can’t choose which data synchronizes to the device like you can with Microsoft Dynamics CRM for Outlook.

Error message: “This operation failed because you’re offline. Reconnect and try again.”

This error may occur for the following scenarios when you are using a Windows 88 device and you have a Microsoft Dynamics CRM Online organization that uses Microsoft account (formerly named Live ID). This issue doesn’t occur for organizations provisioned through Office 365.

Cause 1: You are automatically authenticated as a different Microsoft account that is not a member of the Microsoft Dynamics CRM organization. This may happen if you sign into your Windows 8 device and your domain account is connected to a Microsoft account. For example: you sign in to your device as <userid>@contoso.com (your domain account) and that account is connected to <userid>@live.com (a Microsoft account). If your connected account (for example, <userid>@live.com) is not a member of the Microsoft Dynamics CRM organization, you will encounter this error. In this scenario, the error occurs after providing your URL, but you are never prompted for credentials. When you connect your domain account to a Microsoft account, that account will be used to automatically sign in to apps and services that use Microsoft account for authentication. If you’re using a Windows 8 device, use the steps listed here to check if your domain account is connected to a Microsoft account. If you’re using a Windows RT device, see the Windows RT section.

Windows 8

1. Swipe from the right side of the screen to access the charms bar and then tap Settings.

   

2. Tap Change PC settings.

   

3. Tap Users.

4. Check to see if under the Your Account section it says “This domain account is connected to <Your Microsoft account>”

   

Windows RT

If you are using a Windows RT device and need to authenticate as a Microsoft account that is different than the one you use to log on to your device, you must create another account and switch to that account when using the app. For example: you currently sign in to your Windows RT device as <userid>@live.com, but want to access your Microsoft Dynamics CRM organization via the tablet app as <userid>@outlook.com. For more information on how to create a new account on your device, see Vidddeeeo: Create a user account.

Sample Trace Message for Cause 1:

The app couldn’t navigate to https://port.crm.dynamics.com/portal/notification/notification.aspx?lc=1033\&organizationid=\<OrganizationId> because of this error: FORBIDFRAMING.

Cause 2: This error may occur if you previously authenticated to the app as a different Microsoft account and chose the option “Keep me signed in”. Even after uninstalling and reinstalling the app, the token for the previous credentials is still stored on your device. If you are trying to connect as a different user, you will need to remove the token. To completely clear the app, after you uninstall the app, you must clear the Indexed DB folder (Drive:\Users\%USERNAME%\AppData\Local\Microsoft\Internet Explorer\Indexed DB). You may have to sign in as a different user and use the command prompt as an administrator to clear the Indexed DB folder. That is because some files in this folder can be held by the Host Process for Windows Tasks. Once the token is successfully removed, you should see the sign-in page after you enter your URL in the app.

 

The same error as Cause 1 may be found in the traces.

Cause 3: You have not accepted your invitation to the Microsoft Dynamics CRM organization. If you attempt to access the same URL through your browser, you see a notification that you are invited to the organization but need to accept the invitation. Once you accept the invitation, you are able to configure the app successfully.

Sample Trace Message for Cause 3:

The app couldn’t navigate to https://port.crm.dynamics.com/portal/response/Response.aspx?token=KFES-CK5C-NL8R-X1U0\&expiration=635211904207200000\&cs=Lkya6zs9EeOtJXjjtRc6AeZa5xqt94YAppfqrXFgZa5slinq2iaabTmwfX0AR4HLGvz\&cb=invite\&cbcxt=invite\&wlid=\<username>%40live.com&lc=1033 because of this error: FORBIDFRAMING.

For each of the causes listed previously, you may also see the following event logged in the traces:

“Authentication: Failed - cookie setup”

Error message, CRM for Good: “We’re sorry. Your server is not available or does not support this application”

Users must update to the latest version of the Microsoft Dynamics CRM for Good application prior to updating to Microsoft Dynamics CRM Online 2015 Update 1. On the Apple App store, the version the users need is 1.1. On the Good Dynamics Marketplace or (Good Control Console), the version needed is listed as 1.1.0.

Users who have not updated their app prior to connecting to Microsoft Dynamics CRM Online 2015 Update 1, will likely see the following error approximately 2 minutes after connecting to Microsoft Dynamics CRM Online 2015 Update 1.

Error: We’re sorry. Your server is not available or does not support this application.

To fix this error, the user must uninstall and reinstall the Microsoft Dynamics CRM for Good app using the version listed above.

Event 10001 messages appear in the Event Log when you run CRM for Windows 8

The following event may be recorded multiple times to the Event Log, when Show Analytic and Debug Logs is enabled, on the device where Microsoft Dynamics CRM for Windows 8 is running. Notice that, by default, Show Analytic and Debug Logs is disabled in Event Viewer and these messages won’t be recorded. More information: Enable Analytic and Debug Logs

• Event Id: 10001

• Message: SEC7131 : Security of a sandboxed iframe is potentially compromised by allowing script and same origin access.

Verify the source of the messages. If the source is Microsoft Dynamics CRM Server, these events don’t pose a security threat and can be ignored.

By design: “—d” added to URL

For Microsoft Dynamics CRM Online users

To improve the reliability of DNS resolutions to Microsoft Dynamics CRM Online organizations, CRM for tablets modifies the organization URL used when signing in. When a user signs in, CRM for tablets adds “—d” (two dashes + d) to the URL. For example, if the organization URL is https://contoso.crm.dynamics.com, CRM for tablets will change the URL to https://contoso--d.crm.dynamics.com.

If a user needs to retry signing in, they’ll see “—d” in the web address. They can sign in with the modified URL or reset it to the URL normally used.

After providing credentials the app appears to load indefinitely and never completes

This can occur if the time on the device is not within a certain variance of the Microsoft Dynamics CRM server. For example: you may encounter this issue if the time on the server is 2 PM on November 11th but the device is set to 2 PM on November 12th.

 

You may see events like the following logged multiple times in the trace files:

Dynamics CRM [PAL] | Authentication: Token Expired with Token Timeout value (-255674015) --- Retrieving new Auth Token from shim

For possible resolution, see Microsoft Dynamics CRM for Phone and Tablets cannot connect to Dynamics CRM organization due to length of TokenLifetime

CRM for tablets users are repeatedly prompted for sign-in credentials and can’t sign in

Cause: This can occur if certain directories under the Microsoft Dynamics CRM website have Windows Authentication enabled. For CRM for tablets to successfully connect to a new deployment of Microsoft Dynamics CRM Server 2013 or Microsoft Dynamics CRM Server 2015, you must run a Repair of Microsoft Dynamics CRM Server 2013 or Microsoft Dynamics CRM Server 2015, on the server running IIS where the Web Application Server role is installed after the Internet-Facing Deployment Wizard is successfully completed.

For repair instructions, see Uninstall, change, or repair Microsoft Dynamics CRM Server.

 

After you tap Cancel or enter credentials 3 times, you see the correct sign-in prompt.

Redirected URLs don’t work when you configure CRM for tablets or CRM for phones

URLs that redirect, such as IIS host headers or link-shortening websites such as tinyurl or bitly, do not work when you use the URL in the CRM web address field with Microsoft Dynamics CRM for tablets or CRM for phones during configuration.

For example, an https://www.contosocrm.com host header for a Microsoft Dynamics CRM (on-premises) website URL that is actually https://crm.contososerver001.com, will not work and will display an error message. To work around this behavior, you must enter the actual web address for the Microsoft Dynamics CRM Online organization or Microsoft Dynamics CRM server (on-premises).When this issue occurs and you have enabled logging, the information logged is similar to the following. Notice that the URLs in lines 2 and 3 are different. That difference indicates a redirected URL.

1. User entered URL: https://URL_entered

2. Constructed server URL: https://URL_after_CRMforTablets_processing

3. HTTP Response location: https://URL_that_the_response_came_from

To enable logging, see Enable tracing for CRM for tablets.

Windows Server 2012 R2 required for multi-factor authentication (MFA) with Microsoft Dynamics CRM (on-premises) mobile apps

For on-premises deployments, Microsoft Dynamics CRM web application and mobile clients are capable of multi-factor authentication (MFA) using Windows Server 2012 R2 or another authentication provider that supports MFA. Using MFA can help make client authentication more secure.

Notice that using MFA requires that the device, operating system, and web browser are all MFA-capable. We recommend that you thoroughly test your MFA-capable devices running Microsoft Dynamics CRM to verify that your environment works correctly before deploying in a production environment. More information: Overview: Manage Risk with Additional Multi-Factor Authentication for Sensitive Applications.

Regarding customization

Users not getting customizations

Users will not get customizations made to CRM if there are draft records present. Users should be encouraged to save records as soon as they go online.

Data cached for offline viewing remains after the entity is no longer enabled for CRM for tablets

In CRM for tablets, record data is cached as the user visits the record so the user can access the data when going offline.

This cached data persists after the entity is no longer enabled for CRM for tablets (Settings > Customizations > Customize the System > [select an entity] > under Outlook & Mobile, deselect CRM for tablets).

To remove the cached data, the user must sign out of CRM for tablets, or CRM for tablets must be reconfigured or uninstalled.

Customization changes don’t appear in CRM for tablets

Cause 1: The customizations (metadata) from your Microsoft Dynamics CRM organization are cached on your device. The app checks for updated metadata after 24 hours or any time you reopen the app. For customization changes to become available immediately, you must completely close and then reopen the app. If new metadata is found, you will be prompted to download it. For more information on how to completely close an app, refer to the help for your operating system or reference one of the articles provided:

• Windows 8: How do I close an app?

• iPad: Force an app to close

Cause 2: You may be seeing a different form than the one you customized. If you have multiple forms for an entity, you will see the first form in the form order that you have access to. This is different than the web application where you see the last form you used and have the ability to change between forms.

Regarding mobile browser

Private browsing not supported in Safari

If you enable Private Browsing on your iPad in your Safari browser, you will see the following error message when you attempt to connect to your CRM organization: “Microsoft Dynamics CRM has encountered an error.” You will need to disable Private Browsing. Tap the address bar, and then tap Private.

CRM (on-premises) URL doesn’t resolve on Nexus tablets

When you try to access Microsoft Dynamics CRM (on-premises) using an internal URL on a Nexus 10 tablet in the Chrome web browser, the URL doesn’t resolve and you can’t access the site. For example, a URL in the form of https:// servername:5555 doesn’t resolve.

This is a known issue with Android devices accessing IIS intranet sites. To work around this issue, select one of the following solutions.

• Use the fully qualified domain name to resolve the address, such as https://servername.contoso.com:5555.

• Use the server IP address, such as https://10.0.0.1:5555.

Other

Clipboard data – available to admins and customizers

Microsoft Dynamics CRM System Administrators or System Customizers can access other users’ Clipboard data for users of Windows 8 and Windows 8.1 devices.

Users can view queue items in another person’s queue

A user viewing records in CRM for tablets can view records in another user’s queue.

Update the Microsoft Dynamics CRM for Good app before updating to CRM Online 2015 Update 1

Users must update to the latest version of the Microsoft Dynamics CRM for Good application before updating to Microsoft Dynamics CRM Online 2015 Update 1. On the Apple App store, the version the users need is 1.1. On the Good Dynamics Marketplace or Good Control Console, the version needed is listed as 1.1.0.

Users who haven’t updated their app prior to connecting to Microsoft Dynamics CRM Online 2015 Update 1, will likely see the following error approximately 2 minutes after connecting to Microsoft Dynamics CRM Online 2015 Update 1.

Error: We’re sorry. Your server is not available or does not support this application.

To fix this error, the user must uninstall and reinstall the Microsoft Dynamics CRM for Good app using the version listed previously.

App restart required after reconfiguring Dynamics CRM for Good

After you reconfigure Microsoft Dynamics CRM for Good, the app can get stuck in a loop. You need to close and reopen the app.

1. On your iPad, press the Home button two times quickly. You'll see small previews of your recently used apps.

2. Swipe to find the Dynamics CRM for Good app.

3. Swipe up on the app's preview to close it.

4. Tap the Dynamics CRM for Good app icon to launch the app and configure for the new org.

Prevent click for mapping and Microsoft Dynamics CRM Online 2015 Update 1

For users of version 1.0 (1.0.0) of the Microsoft Dynamics CRM for Good app that have updated to Microsoft Dynamics CRM Online 2015 Update 1, note that the Prevent click for mapping setting does not work.

To prevent click for mapping in version 1.0 (1.0.0), admins should enable the Require a secure browser for opening URLs setting in the Good Control server, as shown here.

The Prevent click for mapping setting works as expected in Microsoft Dynamics CRM for Good app version 1.1 (1.1.0). We recommend updating to the latest version of the Dynamics CRM for Good app rather than applying this workaround.

Issue still not resolved?

If the information provided previously doesn’t resolve your issue, either Post your issue in the Dynamics CRM Community or Help & Training: Contact Technical Support. The following are some suggested details to provide:

• What are the specific symptoms you encounter? For example, if you encounter an error, what is the exact error message?

• Does the issue only occur for users with certain Microsoft Dynamics CRM security roles?

• Does the issue only occur on certain devices but works correctly for the same user on another device?

• If you attempt to connect to a different Microsoft Dynamics CRM organization that does not include your customizations, does the same issue occur? If the issue only occurs with your customizations, provide a copy of the customizations if possible.

• Does the issue still occur after uninstalling the app and reinstalling it?

• Please provide traces. See Enable tracing for CRM for tablets.

• What type of device (ex. iPad 4th Generation, Microsoft Surface, etc…) are you using and what is the version of the operating system (for example, iOS 6.0, Windows 8, and so on)?

See Also

Set up CRM for phones and CRM for tablets
Set up CRM for phones express
Help & Training: Get started with CRM for tablets

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