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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to Avoid "Err...
Service | Customer Service, Contact Center, Fie...
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How to Avoid "Error loading control" Error on Conversation-Customer Summary

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Posted on by D365 Power Agent 10

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

CS1.JPG

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

CS2.JPG

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

 

Thanks & Regards,

  • Suggested answer
    ChrysW Profile Picture
    ChrysW 2 on at
    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

    clear-browser.jpg_2D00_640x480.jpg

  • Suggested answer
    ilyiculyanov Profile Picture
    ilyiculyanov 20 on at
    RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

    Awesome, thank you! 

  • D365EL Profile Picture
    D365EL 298 on at
    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.

  • ilyiculyanov Profile Picture
    ilyiculyanov 20 on at
    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. 

  • D365EL Profile Picture
    D365EL 298 on at
    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!

  • mckinleytrim Profile Picture
    mckinleytrim 5 on at
    RE: How to Avoid "Error loading control" Error on Conversation-Customer Summary

    I too think this may help.

  • Jimmywick Profile Picture
    Jimmywick 70 on at
    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

  • D365 Power Agent Profile Picture
    D365 Power Agent 10 on at
    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.

  • Verified answer
    Nya Profile Picture
    Nya 29,058 on at
    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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