Data randomly replaced by 'x'

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Posted on by Charles Ray

I am having an issue with Microsoft CRM 4.0 that started a couple weeks ago. When opening a customer, inventory item, most any window that has good data, tabbing through the fields will randomly turn all fields to 'x', and if saved, these 'x' replace the good data with 'x'. The only exception to the 'x' rule is phone numbers, where it will wipe out the numbers, but leave the dashes. As I stated, this happens randomly, and not for all users.

The web server and most users have been scanned and re-scanned for trojans, malware, etc., and it comes up clean. (we are using McAfee 8.7i Corporate Edition).

Is anyone else having this issue? Does anyone have thoughts on what might be causing the issues and how to correct it?

Thanks in advance.

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Neil Benson 7,369 User Group Leader on at

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Re: Data randomly replaced by 'x'

Hi Charles, this sounds like a customisation/integration problem. The clue is the phrase "inventory item" in your summary - this isn't a standard CRM entity or form and suggests you've integrated CRM with an inventory management system. Sounds like the integration or the CRM customisation is screwy.

Regards, Neil

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Charles Ray on at

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Re: Re: Data randomly replaced by 'x'

Thanks for the quick response! I believe I did not state the problem clearly enough. I was generically referring to a customer detail window, inventory detail window, or any other window that has (had) current good data. Sometimes when entering a new customer through the web interface, the fields that should be blank for data entry are pre-populated with 'x'es.

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Neil Benson 7,369 User Group Leader on at

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Re: Re: Re: Data randomly replaced by 'x'

Hi Charles, I'm still not sure what you're referring to. CRM doesn't have a customer detail window or a inventory detail window, so I'm not sure what could be happening. CRM doesn't pre-populate forms with any data unless you have customized it - either through an OnLoad script or a workflow rule - have you checked these for the entity concerned?

Regards, Neil

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Charles Ray on at

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Re: Data randomly replaced by 'x'

Account Detail Information window - sorry. Address 1 that used to contain good data now has now been replaced by the letter x, ditto for Address 2, City, State, Zip, etc. Main Phone shows x-- I'd send a screenshot if it would help?

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Community Member on at

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Re: Re: Data randomly replaced by 'x'

Hi Charles,

As Neil has indicated, your crm system has been customized to the specific needs of your organization. If you have hired a third party to implement CRM within your organization, make sure you contact them to look at this. If the deployment has been done by internal people, which might not be available anymore, then make sure that somebody who is comfortable with Dynamics CRM customizations looks into this issue. Most likely the issue relies within either Javascript Customization or a web service integration piece with another application.

Hope this helps,

Ronald Lemmen
Dynamics CRM MVP
http://www.ronaldlemmen.com

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Charles Ray on at

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Re: Data randomly replaced by 'x'

First of all, thanks to those who did respond. It appears that the issue is resolved. Our primary CRM user had installed a PayPal auto-fill update on the PC, and had noticed that it would incorrectly auto-fill non-PayPal-related pages, such as Microsoft VOICE, not 'x'es, but unrelated data. The user did not immediately remember this behavior, or equate it to the CRM auto-fill issue, so we were not informed of the add-in or peculiar behavior on other websites. We disabled the PayPal auto-fill, and the 'x' problem has disappeared for the user.

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Neil Benson 7,369 User Group Leader on at

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Re: Re: Data randomly replaced by 'x'

Hi Charles, I'm glad to hear that you've resolved the issue. Well done on tracking it down, and thank you for posting the resolution back to the community. I'll add the PayPal add-in to my list of things to watch out for (along with Google Toolbar, McAfee security suite with ScriptScan, and lots of others that keep causing headaches for our help desk).

Regards, Neil

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