Process	Message	Error Description
CRM Web	Unable to connect to data service.	Indicates either a configuration or networking issue occurred.  Follow Steps 1-5 to determine and correct the problem.

Unable to connect to data service

1. Verify CRM Web service communication with the data server.
    
   • Logon to the web server (where the CRM resides).
   • From a browser, navigate to http://localhost/RDPWinCentralSvc/CRMWebSvc.asmx which contacts the CRM Web service.
   • Test access to a file on the data server "TestRDPCentralSvcFileAccess".  Confirm or set the RDPRootFolder path in the format "\\dataserver\rootpath".  The method "TestRDPCentralSvcDBAccess" attempts to read the Units file on the data server.  Confirm or set the path to the data directory in the format "\\dataserver\rootpath\rdp01".  Click the "TestRDPCentralSvc" link, and then click the Invoke button to execute the web service call which should return a string that includes the text "OK from servername".
   • If tests succeed, connection between the web server and data server is good.  These tests can also be performed from another system configured to access the CRM web server from RDPWin using the three test buttons located on the CRM Configuration Remote Server tab.
2. Review IIS log files.  The IIS log files are located in c:\Windows\system32\Logfiles\W3SVC1 (this path may vary depending on OS and IIS versions).  There is usually a log file for each day. If the log doesn't contain any files for CRM, then logging must be enabled for the CRM virtual directories.
   
   
   • Enable logging for CRM virtual directories using IIS Manager.  For each of the CRM directories (CRM, RDPWInCentralSvc, ig_common and asp_client), right-click and select Properties.
   • On the Directory tab, check the "Log visits" box, and then "OK".
   Try browsing the the CRM site again and look at today’s log file.  Any HTTP errors occurring are logged in the IIS log files.  The status code is listed toward the end of each line. Successful browsing show status codes of 200 and 304 (sometimes followed be an extra 0 or two such as "200 0 0". Ignore the extra 0s).  To look up HTTP code definitions, use http://www.google.com to search for "http error codes".  For example, a status code of 401 represents "Not Authorized".
3. The CRM virtual directories (CRM, RDPWinCentralSvc, ig_common and asp_client) should be enabled for anonymous access using the account IUSR_servername.
   
   
   • Run IIS Manager.
   • Right-click on each directory, select Properties, then Directory Security, then Edit anonymous access. In this same area, verify that "Integrated Windows authentication" is checked.  The anonymous user will default to and should be "IUSR_servername" and normally does not require change.  If the anonymous user has been changed, follow these steps to reset to IUSR_servername:
     
     
     1. Click the Browse button next to the User name. 
     2. Click "Advanced".
     3. Click "Find Now" and select the IUSR_servername.
     4. Click "OK" twice.
     5. The IIS Manager will request the IUSR password, which is complicated to obtain.  From a DOS command prompt:
        
        
        • Enter "cd \inetpub\adminscripts" and <ENTER> on keyboard.
        • Enter "cscript adsutil.vbs get w3svc/anonymoususerpass" and <ENTER> on keyboard.
        • If the system returns a string of stars (********), then edit the adsutil script to show the password.  Enter "Edit adsutil.vbs".
        • Search for the text "IsSecureProperty=True" and change to "IsSecureProperty=False".
        • Save this and run the cscript line above again to display the password.  Enter this password to change the anonymous user to IUSR_servername.
   • Check all four CRM directories (CRM, RDPWinCentralSvc, ig_common and asp_client) and change all four if needed.
   • If any anonymous user names and/or passwords were changed in the above steps, IIS must be restarted.
4. Browse to CRMweb again.  If 401 errors are still present in the IIS log file, check the file system permissions of inetpub\wwwroot.
   
   
   • From Windows Explorer, right-click on wwwroot and select Properties.
   • On the Security tab, "IUSR_servername" must have Read&Execute, List Folder Contents and Read permission either explicitly for that user, for the group to which it belongs (see User Manager to check which group) or for Everyone.  
   • If permissions are not set for wwwroot, enable those needed and click OK.
   • Restart IIS again.
5. Browse to CRMweb again.  If 401 errors are still present in the IIS log file, reset the IUSR_servername password to the value retrieved from adsutil.vbs.
   
   
   • From Program Files/Administrative Tools/Computer Management, select Local Users and Groups, open the Users folder, and right-click on IUSR_servername.
   • Choose Set Password, which displays a threatening message. If all of the above steps did not resolve the 401 errors, then "Proceed" to reset the password the value retrieved from absutil.vbs in Step 3.
   • Restart IIS again.

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Last Updated 10/03/2008

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