RDPWin

CRM - Troubleshooting

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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.
 
CRM System is Temporarily Unavailable An error can occur when the CRM program is updated and the proper DLLs are not laid down.  Follow Steps 1 - 6 to correct the problem.

Unable to connect to data service

  1. Test the web service communication.
    1. Logon to the CRM web server.
    2. From a web browser, go to http://localhost/RDPWinCentralSvc/CRMWebSvc.asmx which contacts the CRM Web service. This list all the CRM web methods.
    3. Open the link for TestRDPCentralSvc. The Invoke button will start the web service and information with the text "OK from <server name>" should appear.
  2. Test the communication to the RDP folder.
    1. Go to CRM Web Methods page http://localhost/RDPWinCentralSvc/CRMWebSvc.asmx
    2. Open the link for TestRDPCentralSvcFileAccess.
    3. Enter the path in the format of \\dataserver\rdpnt\rdp.
    4. Click the Invoke button and information with "OK from <server name>" should appear.
  3. Test the communication to the RDP01 data directory.
    1. Go the CRM Web Methods page http://localhost/RDPWinCentralSvc/CRMWebSvc.asmx
    2. Open the link for TestRDPCentralSvcDBAccess.
    3. Enter the path to the data in the format of \\dataserver\rdpnt\rdp\rdp01.
    4. Click the Invoke button and the information with "Ok from <server name>" should appear.
  4. Review IIS log files.
    1. IIS log files are located in c:\Windows\system32\Logfiles\W3SVC1 Note: this path may vary depending on the operating system and IIS version. There should be a log file for each day. If the log doesn't contain files for CRM, then enable logging on the CRM virtual directories. To enable logging:

      • Click Start --> Settings --> Control Panel --> Administrative Tools --> Internet Information Services (IIS).
      • Expand the computer name --> click Web Sites --> click Default Web Site.
      • Right click and select Properties for each CRM Directories: CRM, RDPWInCentralSvc, ig_common and asp_client.
      • On the Directory tab or Virtual Directory tab, check the Log visits box, and click OK.

    2. Browse to 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.
    3. 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."
  5. The CRM virtual directories (CRM, RDPWinCentralSvc, ig_common and asp_client) should be enabled for anonymous access using the account IUSR_servername.

    1. Click Start --> Settings --> Control Panel --> Administrative Tools --> Internet Information Services (IIS).
    2. Right-click on each directory --> select Properties --> click the Directory Security tab. Click the Edit button under the Anonymous Access section. Verify that "Integrated Windows authentication" is checked.  The anonymous user will default to and should be "IUSR_servername." It normally does not require a change. Note: 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 the Advanced button.
      3. Click the Find Now button 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 asterisks (********), 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.
    3. Check all four CRM directories (CRM, RDPWinCentralSvc, ig_common and asp_client) and change all four if needed.
    4. If any anonymous user names and/or passwords were changed in the above steps, IIS must be restarted. To restart IIS:
      1. Right click on the computer name in IIS and select All Tasks.
      2. Click Restart IIS.
      3. Select Restart Internet Service from the drop down and click OK.

     

  6. Browse to CRMweb again.  If 401 errors are still present in the IIS log file, check the file system permissions of inetpub\wwwroot.

    1. From Windows Explorer, right-click on wwwroot and select Properties.
    2. On the Security tab, "IUSR_servername" must have Read & Execute the Allow checkbox selected.
    3. Click the Allow box for 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.  
    4. If permissions are not set for wwwroot, enable those needed and click OK.
    5. Restart IIS again.
  7. 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.

    1. Click Start --> Settings --> Control Panel --> Administrative Tools --> Computer Management. S
    2. elect Local Users and Groups --> open the Users folder and right-click on IUSR_servername.
    3. 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 5.
    4. Restart IIS again.

System is Temporarily Unavailable

An error can occur when the CRM program is updated and the proper DLLs are not laid down.

  1. Open Windows Explorer from Start --> Programs --> Accessories --> Window Explorer.
  2. Navigate to C:\inetpub\wwwroot\CRM\Bin.
  3. Delete all files in the Bin folder.
  4. Navigate to C:\inetpub\wwwroot\RDPWinCentralSvc\Bin.
  5. Delete all files in the Bin folder.
  6. Re-run the CRM installation and select repair.

System is Temporarily Unavailable

 

CRM Server in Different Domain as Data Server

Configure the CRM Web for Network Service, Custom User, or Impersonation Identity if the CRM Web server is not in the same domain as the data server.



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04/12/2011