How to Avoid "Error loading control" Error on Conversation-Customer Summary

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Posted on by D365 Power Agent

When I try to open any records from the Omnichannel Agent Dashboard that are labeled "Closed Worked Items".

However, it is redirected to the Conversation-Customer Summy Page, where it displays error messages for some blocks.

Has anybody any idea how I can resolve the above errors?

Thanks & Regards,

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Nya 29,060 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

Hi,

The issue here is that the customer summary form can only load within a Dynamics Omnichannel application. This is because all of the requisite data to load the form is gained via the conversation control using omnichannel backend services. This data flows from conversation control -> CIF layer -> CEC layer (talks with XRM) -> Customer summary form. It seems that in this scenario the customer has reused the customer summary form in a custom Dynamics application. For this reason, it is by design the customer summary form will not load.

To use the customer summary form, please access via the Omnichannel for Customer Service Application. All other scenarios are unsupported at this time.

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D365 Power Agent 10 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

Nya Thank you for your response. We can only see this data the first time while communication is in progress; after that, we won't be able to see it. I am trying to access it only on access via the Omnichannel for Customer Service but Error loading control is coming.

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Jimmywick 70 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

I found this answer, this may help.

You can see what is happening. If you click the Add button when there is no value in the text input, an empty record will be entered. Previously, if the text input had no value, nothing was entered. Looks like a simple change from IsBlank to !IsBlank.

Regards,

J Wick

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mckinleytrim 5 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

I too think this may help.

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D365EL 306 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

Hi D365 Power Agent,

I am encountering this same issue as well when opening the Conversation Customer Summary form within the Omnichannel application. Have you been able to find a resolution to this issue? Would greatly appreciate your insights.

Thank you!

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ilyiculyanov 20 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

Hi all!

Did anyone find a solution for this - I'm having the same issue.

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D365EL 306 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

Hi Joseph,

This is apparently a Microsoft defect, and will be resolved in a future release update.

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ilyiculyanov 20 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

Awesome, thank you!

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ChrysW 2 on at

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RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

We are still onprem, we do not use Omnichannel, We have run into this issue 2x now. What resolved it for us was clearing the cache in the browser settings

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