Sage CRM

Anyone else experiencing Interactive Dashboard problems in version 7.0/7.1? It seems to be hit or miss -- some clients are perfectly fine, whereas some have the issue. I tested installing 7.1 in an image and it has the issue as well. I think I've done every suggestion on the CRM community -- turning off IE enhanced security, restored IE defaults, checked the database path in jdbc.properties, etc.

What is ""the issue""? Is it an error message? Is it not working? Is it slow?

Message is ""The Dashboard has experienced a problem. Please contact your System Administrator."" You click OK and can load the classic dashboard just fine, but the interactive dashboard does not work.

I have a similar issue with the same error message. Sage support has tried to help me with it in the past without any luck, they always tell me it's an issue with Tomcat. Some of our clients it works just fine, others it's random.

I have tried to reinstall Java, that didn't work. I tried to reinstall just IIS Aliases and Program files, that didn't work. I did check the ""jdbc.properties"" file for the username and password for SQL, in this case in my test image I'm using sa for the username and no password.

I also tried following this: http://cyberblogue.com/?p=222

There does seem to be some issue with the CRMRewriter and it says to reinstall ...?

I thought perhaps it was because the sa user didn't have a password, but that didn't seem to make a difference.

My guys said this is usually the result of either a) an Apache Tomcat server - either it's not running or you should stop it and restart it. or b) IIS security issues. How many customers are having this problem? Is it consistent or inconsistent - meaning, does it sometimes work and sometimes not? Has it ever worked?

On my image, it has never worked. Fresh clean install of 7.1 SP1.

Well I'm testing on a local image and see the same issue. I installed SageCRM from scratch in this image. I've tried stopping and restarting the Apache service and that doesn't work. I've also made sure that the anonymous IIS user had permissions to the CRM directory.

I have checked IIS security and restarted Tomcat without any luck.I would say right now we have at least two installations that don't work

Here's what I got back from my team: ""Tell them to update Java to the latest version and 7.1 to at least patch C. That resolved it for me in one of my VMs and is consistent with feedback I have seen from the Sage team on the Community.

Well I already updated Java to the latest and can confirm that's not it. But, I see that patch D is out on Sage's website so I can try that. It doesn't seem to want to download for me right now so I'll keep trying.

I have been trying to download this patch D from Sage's website for 2 hours now and it's only at 57%. Is there some mirror site I can download it from?

I have noticed that i have to keep restarting tomcat every few days. not sure if that is considered normal. Service was running but it took restarting to start exchange sync and on some occasions the dashboard. Mostly exchange though.

I just installed Sage CRM 7.1 on a Windows 2008 R2 64-bit system and the interactive dashboards DO work. No issues.

I'm not following ...were you running it previously in an unsupported system?

I'm not aware that Windows 2003 is unsupported.

SBS 2003 is unsupported. Not the full flavor 2003

I think I have tried just about everything I can think of to get the interactive dashboards working at my client site and cannot get them to work. Sage CRM 7.0.d.2 Windows Server 2008 R2 Enterprise SP1 (64-bit) Checked for port blocks, none found Checked for IE esc and that's disabled Disabled firewall Checked that web service extensions are enabled for ASP and CRM In ASP verified that enable parent paths is set to true Verified that the encrypted password in jdbc.properties matches that in the registry Verified that the jdbc.properties includes the actual server name, not ""local"" What else could it possibly be?

Since this was a 64-bit machine, I verified that IIS was running in 32-bit compatibility mode.

Personally, this is where I would call in the ""Big Guns"" of Sage Tech support and let them figure it out.

Related to this: Just upgraded from 6.2 to 7.0 and when I try to create an interactive dashboard, when I select one of the templates and click OK, I get this message: ""The Dashboard could not be saved. Please contact your System Administrator."" Haven't found any info in the SageCRM SysAdmin or User guides that has helped me. If it's a Security issue within SageCRM, I haven't found it. Anyone know what I'm missing?

I can say with 100% certainty that you are missing the space in ""Sage CRM"". Other than that, I have forwarded your issue to my team and might have something back soon.

Not sure if this post helps? https://community.sagecrm.com/partner_community/b/hints_tips_and_tricks/archive/2010/03/26/sage-crm-v7-if-the-interactive-dashboard-refuses-to-work-this-could-be-a-port-conflict.aspx

Thanks Peter, I'll check it out. I didn't know about this Sage CRM Community - see, I got the space in there! :-) Is this Community part of the new portal?

That doesn't appear to be it.

The Sage CRM community site has been around for three (four?) years now - nothing to do with the portal switch. I've asked my team for more suggestions.

I thought I would chime in. I have three other Sage CRM installs (plus our own office internal install-yes we do use it internally...shocking). All are currently on 7.0 (MAS 4.4/EES 1.4) all have the same issues as reported above. I tried having Sage support but gave up after a month of an open case and no solution. We have one customer who is running CRM on Windows 2003 server and it works once in a while. But not consistently. The other two installs plus our own I have never been able to get it to work on. So far we just gave up and went back to using the classic dashboard.

I think on this 7.0 install we're probably just going to wait until they get to 7.1 and see if that resolves the issue.

making sure the tomcat service was running has fixed a problem twice for me. also did an IIS reset.

Been there, done that several times.

Are you using exchange Sync and is it working? Trying to see if the tomcat is running as expected. One thing that we found is that we had setup SSL but not for the localhost which is how Tomcat is communicated. so we had https://server working but not for https://localhost. Running the system as http worked in communicating to tomcat. Don't think it is your case but thought I would throw it out there.

@DawnAnastasi - waiting for 7.1 will NOT solve the problem @BrianBuck - thanks for the post - I was about to call Sage support about this but you have saved me from wasting a case...

Anyone have new ideas on the dashboard not working? Mine works internally. I also am using a different port for the web address like .com:81. But externally the dashboard errors out. I tried a few port forwards on 16009 and 8443 without success. I am at 7.1D

I have another customer where the dashboards don't work. This is a Windows 2008 32-bit system. It seems as though we have to fight to get the tomcat service to function properly. In this case they can't even import data because CRM thinks the tomcat service is stopped when really it isn't.

I just spoke to Rob Lawson of Sage who said he has a document of the procedure to fix the tomcat issues. When I get it I will post it here.

Thanks @PhilMcIntosh that would be helpful.

Agreed!

Attached is the powerpoint I received. I have asked Rob for the docs referenced in slide 57. The issue I found at a customer install was that Tomcat 6 doesn't like SQL Server instance names; it only wants the server name and the port. If you only have the default instance, no problem. However, this customer had a default instance belonging to their Crackberries and so I installed SQLExpress for them to try out CRM with. [Warning: bring your HHGTTG cover and a towel with you for this] First, in SQLExpress, make sure SQL is using a fixed port, not a dynamic one. Restart the service for the port change to take effect. Then in Sage CRM, go to the admin | System | Database page, and take the instance name off of the Default Database Server field. When you click Save, you should see a message that the new db info will be passed to Tomcat. You will then see ""You may need to recreate views manually"" and a ""log on again"" button in CRM. Don't Panic! (that's for those who did not get the reference in the original warning) Open up regedit, navigate to [HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Config\/CRM] (the characters between Config and CRM are the two different slashes, not a V) and edit DefaultDatabaseServer to put back the instance name. Run iisreset and Sage CRM and Tomcat will now have the database info the way they each want it.