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The last few weeks our users have started getting the generic "An error has occurred" error message while working on the incident form. So far I have been unable to find any details about the error in any of our log files, or reproduce the error myself.
The error seems to happen 1 out of 15 times for our users when they work on the incident form (this might be why I haven't been able to reproduce the error myself). It usually happens either when they change the type of the incident (from a custom optionset), or when they create a note (annotation) on the form. It happens on both brand new incidents (create) and existing ones (update). It also happens on different browsers - at least Google Chrome 42.023, Internet Explorer 10 and Internet Explorer 11 has had the error. We are running CRM 2011 On-premise with rollup 18 installed.
I have tried the following to find some error details:
The custom log and the event viewer had nothing (not even an entry at the time of the error). Enabling "Developer Errors" had no effect - the users still got the same generic error message. The CRM trace did not contain a single error either, and the browser console showed no errors or problems with the network traffic.
I have done the following to reproduce the error myself - with no luck:
I suspect that the error is happening because of something on the form, but I don't know what that should be, and I am currently out of ideas.
Any help or suggestions would be very much appreciated!
This type of issue is really painful to troubleshoot, we receive several cases with this generic error and it is Always related to custom script, it does not mean that your script is wrong.
I suggest that you first try to filter in which type of incidents is the error hapenning, maybe there a specific field or value being handled by the script and causing the error.
When you say "and the browser console showed no errors or problems with the network traffic." Were you using the developer tools to collect the network traffic?
You were not able to reproduce the error yourself right? Did you configured your Account and computer with the same security settings as the users?
Thanks for the fast reply.
I visited one of the users who had the problem, and used the developer tools in her browser to check for console errors and network traffic - but it didn't give me anything unfortunately.
I did also look for a pattern in the errors, but they seemed to happen no matter what fields and/or values were set. Oh and I forgot to mention that simply retrying to create the incident with the same values after an error, would most often "fix" it.
So far I haven't been able to reproduce the error myself. I tried to configure my own account with the same security settings as the user, but with no luck. My test sample size might have been too small however, and perhaps that is why I haven't been able to reproduce it - but it is quite hard to test when the error only happens "sometimes".
It doesn't seems to be the cause of my problem unfortunately. The errors happens both with and without special characters in the values.
Good suggestion however, and thanks for replying.
Is there any other suggestions to what might be causing this problem?
We finally managed to crack this problem.
All it took was to finally be lucky enough to reproduce the error on a computer of our own, with wireshark running in the background. It revealed a new error: 500.1.1 – ”The Specified network name is no longer available".
We could track that error to our server provider, and found out that they had changed a timeout setting - which caused the NTLM negotiation to fail at times, and crm to throw the generic error.
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