Troubleshooting Issues

Troubleshooting Issues #

The following items outline some common configuration issues which may be encountered.

User cannot log in to Connect #

If a user cannot login to Connect, check the following configuration within the Dimensions Customer Portal:

  • The user has been given the 'Website Access' permission
  • The user has been given the 'CRM User' role
  • Check that the user's account has not been locked out of the Dimensions Customer Portal

Connect is not appearing within Dynamics #

If the Connect client is not visible within dynamics after it has been added as a Channel Provider, it will be because of one of the following issues:

  • The user does not have a role which the Channel Provider has been made available to
  • The user is currently using an app which has not been added to the Channel Provider
Document note
The Connect client integration to the Microsoft.CIFramework only works with Unified Interface apps, not Web apps.

Microsoft.CIFramework has not loaded correctly #

In order to communicate with Dynamics, Connect needs to be able to reference the Microsoft.CIFramework library. If this communication has failed in anyway, an error message will be displayed. If you see this message, try the following:

  • Refresh the web page, their may have been a temporary issue when loading.
  • Disable any Ad blocking software which may be interfering with the communication.

Screen popping/dialling from Contacts is not working #

This can happen if the Connect client is not receiving events from the Microsoft.CIFramework. Check the following Channel Provider configuration options if this occurs:

  • Check the Trusted Domain has been correctly set. It should match the root domain of the Channel URL.
  • Check that Enable Outbound Communication has been enabled.

Unable to add a Channel Provider #

When the Channel Integration Framework is added to Dynamics, the ribbon meta-data is updated by an asynchronous process which runs in the background. If this is delayed, the 'New +' may not be available straight away. Use the following steps to check the status of this operation:

https://docs.microsoft.com/en-GB/troubleshoot/power-platform/power-apps/regenerate-ribbon-metadata#how-to-check-the-operation-status

By checking the above, users will be able to complete the steps for the CIF configuration after the RibbonMettadataGeneration status is Completed.

Document note
After the RibbonMetadataGeneration operation is completed successfully, clear your browser cache, and then reopen your application to check for the issue again.

How do I configure an avatar for a user? #

Avatars are configured through the Dimensions Customer Portal. Users can log in to this portal using the same credentials they use to log into Connect.