Error when trying to load an email template

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Posted on by Community Member

Hello everyone,

I use CRM 2013 on premises, IE 10. When I try to create a new Email activity in the opportunity page and insert one of the existing templates, I get the below error message

"An error has occurred. Please return to the home page and try again."

This used to work fine last week and no changes have been made. There's nothing showing in the error log. The F12 Developers Tools in IE10 shows the below:

Permission denied JsProvider.ashx?ids=1431707864-1759665639-1968334880-202661451-1793205875-1376927455-1030632819-1181113682-1547461133-1992083491-1000289424-159335543-1194605645-1039841082-1314140682-513446117-1625018438-1460109179-1088147315-706656670-211421035-335799893-1178302015-342519603-542820515-1946640899-1603536461-468302605-1405388298-1220618931-511599809-1264077421-1188909594-783705869-374257838-280177609-493509602-1787531955-1902957356-2050812538-512064351&ver=-1608558855, line 44 character 18335

Can anyone please advise what could be the reason for this error?

Thank you

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ScottDurow 21 on at

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Hi,

Try clearing out your internet temporary files from within IE Options.

Also - check that you haven't had any IE updates installed in the last week.

Scott

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Community Member on at

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Hi BobbyC,

You can download this update that could resolve this kind of problem.

support2.microsoft.com/.../en-us

Thank you for using Microsoft Dynamics CRM Communities,

Jimena Gaona | Support Engineer | Microsoft Dynamics CRM

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Community Member on at

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Thank you guys for the suggestions but unfortunately the problem persists.

Scott - have cleared cache and also uninstalled the last update but nothing has changed. Have also tried on our XP machine with IE8 but no success

Jimena - I have installed the missing update but no change I'm afraid

I have just tried Chrome and it works fine so this is definitely an IE issue but really don't know what else to try. And there's no proper error message to find out more about the issue.

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Community Member on at

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Hi BobbyC,

Could you please try to clear out the To line and then insert the template? After inserting the template,re-populate the To line.

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Community Member on at

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Thank you so much Oana, it worked. But I'm still confused about the issue and how to fix it. Not long ago it wasn't necessary to do the extra work in order to have the template inserted. Do you know what should I do to fix this?

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Community Member on at

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Glad to hear the workaround was helpful. Unfortunately all you can do now is wait. This is reported as a regression, currently under internal investigation - code review.

I will get back to the thread when more information becomes available. Thank you for your understanding.

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Community Member on at

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Hello Oana,

This workaround is not working of us. We do not get any error after removing the To field, but still the email template is not populated.

Thank you in advance

Eli

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Community Member on at

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Hi Elstone,

Sorry to hear is not working.

What is your CRM version? ( SP, UR - Online/OnPrem)

Do you get the error when inserting the template?

"An error has occurred. Please return to the home page and try again."

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Michal Tomes on at

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Hi

We have the same Problem here with CRM 2013 Online. Suddenly we get this Message. Works fine with other Browsers. Any solution?

Thanks

Michal

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Community Member on at

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Hi Michael,

The bug fix will be deployed with the upcoming URs in Online.

Until then, as workaround, you can use another browser than IE for inserting email templates.

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