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CRM No longer working in V5

By Hank Murphy @aumurph
    2021-09-13 20:28:37.600Z

    Starting last week all of my CRM "Get and Update" calls started to fail with different errors. when I went into the "Get CRM Entity" call I get a pop-up that tells me "No entity types returned. Please check your connection details" which I have and I have also double-checked them. So the long and short is that I am not able to process any of my messages as of last week. If anyone is experiencing this or has come up with a solution please let me know..

    Thanks,

    • 16 replies
    1. S
      Stephen Parker @stephenparker
        2021-09-14 07:12:08.413Z

        Hi Hank, Could you use the 'Check For Updates' option (File Tab) to check if you are on the latest build. Thanks

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          In reply toaumurph:
          Hank Murphy @aumurph
            2021-09-14 13:21:11.333Z

            Yes, I am running the most recent version. 5.0.662.2

            1. A
              In reply toaumurph:
              Benjamin @AutoBen
                2021-09-21 13:46:01.115Z

                Hi Hank my name is Ben and I'll work with you on this issue. Can you please tell me which CRM system that you are using so I can run some tests internally, are you using Dynamis (Clour or On-Prem), SalesForce, Zoho or Sugar CRM?

                1. AHank Murphy @aumurph
                    2021-09-21 15:28:05.851Z

                    I am using the Microsoft Cloud version.

                    1. ABenjamin @AutoBen
                        2021-09-21 16:06:28.142Z

                        Thank you for this additional information Hank. Can please advise what the error is that appears in the Automation Process Log when the automation fails?

                        1. AHank Murphy @aumurph
                            2021-09-21 17:01:04.017Z

                            This is what is in the LOG when we try to do a get from MSCRM:Failed to get Microsoft Dynamics CRM entity: No table contact
                            This is what is in the LOG when we try to do an update from MSCRM: Unable to create new Microsoft Dynamics CRM entity. Invalid collection name 'Dynamics_handi-craftcrmdynamicscom': Use only [a-Z$_]
                            We are able to log in with this user and URL when connecting to CRM.
                            When I try and open one of my connections to CRM I get this message.

                      • A
                        In reply toaumurph:
                        Hank Murphy @aumurph
                          2021-09-22 14:07:03.300Z

                          Looking for an update on this. Thank you

                          1. ABenjamin @AutoBen
                              2021-09-22 14:51:41.351Z

                              The error message displayed is suggesting to check the connection details could you please provide a screenshot of this. If you can send this over to our support email address I'll them review it.

                            • A
                              In reply toaumurph:
                              Hank Murphy @aumurph
                                2021-09-22 14:57:06.070Z

                                I have a ticket going with them as well. I have been without this working for 2 weeks. any help is appreciated.

                                H

                                1. A
                                  In reply toaumurph:
                                  Hank Murphy @aumurph
                                    2021-09-22 15:27:18.397Z

                                    It also provides the same failure notice even though I am able to log in via the website listed in the Dynamics URL:

                                    1. ABenjamin @AutoBen
                                        2021-09-23 11:49:48.915Z

                                        What is the failure notification that you get? Can you provide a screenshot of this?

                                        Also, does this user account use 2FA to log in? If so have you set up an App Password for ThinkAutomation to connect to the CRM?

                                      • A
                                        In reply toaumurph:
                                        Hank Murphy @aumurph
                                          2021-09-23 13:32:59.276Z

                                          Here is the error I get when I press the test button. Once again I am able to log into this via the website with these credentials. No we are not currently using 2FA.

                                          1. A
                                            In reply toaumurph:
                                            Hank Murphy @aumurph
                                              2021-09-27 14:24:55.550Z

                                              Any update to this?

                                              1. A
                                                In reply toaumurph:
                                                Hank Murphy @aumurph
                                                  2021-09-27 16:49:46.057Z

                                                  It is the same user that has been doing this for 5 years with your software. I am not aware of any changes. if you could tell me which permission you specifically think it might be I am happy to look.

                                                  1. Progress
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                                                    Benjamin @AutoBen
                                                      2021-09-27 16:45:03.534Z

                                                      Hi Hank,

                                                      Could you please verify that the user once logged into the CRM web portal can view the CRM entities? Does the user have the required permissions to list/form entities and is this permission assigned to the web role?

                                                      I say this because the error does seem to indicate that you can log in but not pull the entities into ThinkAutomation which to me feels like a user permissions issue. Failing this would you be able to provide a test account for us to test with?