Dynamics Community Forum Thread Details

Hello DebbieAG,

This "Timeline results cannot be loaded - try refresh" error in Dynamics 365 CRM (now Power Apps) is a fairly common issue with several potential causes. Here's a comprehensive breakdown of troubleshooting steps you can take to diagnose and resolve it:

1. Basic Troubleshooting:

Refresh the Page: As the message suggests, the first and simplest step is to try refreshing the entire page (Ctrl+R or F5). This often resolves temporary glitches.

Try a Different Browser: The issue might be browser-specific. Try accessing Dynamics 365 with a different supported browser (e.g., Chrome, Edge, Firefox).

Clear Browser Cache and Cookies: Accumulated browser data can sometimes interfere with Dynamics 365 functionality. Clear your browser's cache and cookies and then try again.

Check Internet Connection: Ensure you have a stable and active internet connection. Intermittent connectivity can lead to loading errors.

2. Investigate Potential Causes within Dynamics 365:

Customizations:
- Recent Customizations: If the error started occurring after recent customizations (e.g., new fields, business rules, JavaScript, plugins), review those customizations. A poorly written script or an incorrect configuration could be the culprit. Try temporarily disabling recent JavaScript or business rules on the affected entity to see if the timeline loads.
- Conflicting Customizations: Multiple customizations interacting in an unexpected way can sometimes cause issues.

Security Roles and Privileges:
- Insufficient Permissions: Ensure the user experiencing the error has the necessary read privileges for the entities displayed in the timeline (Activities, Notes, Posts). Check their assigned security roles. They need at least user-level read access for these record types.
- Specific Timeline Configuration: Verify the Timeline control configuration on the form. Ensure the user has read access to the entities configured to be displayed in the timeline.

Timeline Configuration:
- Too Many Records: If the timeline is configured to show a very large number of records, it might time out or fail to load. Check the "Records to show" setting in the Timeline control configuration. Try reducing this number.
- Incorrect Entity Filters: Review the filters applied to the Timeline control. An overly restrictive or incorrect filter might be preventing any records from being loaded.
- Corrupted Timeline Configuration: In rare cases, the Timeline control configuration itself might be corrupted. You could try removing the Timeline control from the form and adding it back.

Data Issues:
- Corrupted Records: While less likely to cause a complete loading failure, corrupted records related to activities, notes, or posts could potentially interfere.
- Large Attachments: If notes or emails with very large attachments are being loaded in the timeline, it could cause performance issues and loading errors.

Server-Side Synchronization Issues (for Emails and Appointments):
- If you are using Server-Side Synchronization with Exchange, check the status of mailboxes and appointments. Synchronization errors could prevent related activities from appearing in the timeline. Go to Settings > Email Configuration > Mailboxes.

Auditing: If auditing is heavily enabled on the entities displayed in the timeline, it could potentially impact performance and loading. Consider if the level of auditing is necessary.

3. Advanced Troubleshooting:

Check the Browser's Developer Console: Open your browser's developer console (usually by pressing F12). Look for any JavaScript errors, network errors (especially HTTP status codes like 401 Unauthorized, 403 Forbidden, or 500 Internal Server Error), or console logs that might provide more specific information about the error.

Enable Tracing (If Applicable): If you suspect a server-side issue or a custom plugin, you might be able to enable tracing to get more detailed logs of the operations being performed when the timeline tries to load. This usually requires administrative privileges.

Examine Server Logs (On-Premise): If you are using Dynamics 365 on-premise, check the CRM server's event logs and IIS logs for any errors related to the time the timeline failed to load.

How to Check Timeline Control Configuration:

Go to Settings > Customization > Customize the System.

Expand Entities and select the entity where you are experiencing the timeline issue (e.g., Account, Contact, Opportunity).

Click on Forms.

Open the main form where the timeline is displayed.

Select the Timeline control on the form.

In the properties pane of the Timeline control:
- Review the "Records to show" value.
- Expand the "Activities", "Notes", and "Posts" sections and check the "Filter by" and "Show these record types" settings. Ensure the user has access to these record types.

Troubleshooting Steps for Security Roles (Specific to Timeline):

Go to Settings > Security > Security Roles.

Open the security role assigned to the affected users.

Go to the Core Records tab.

Ensure the role has Read privilege (at least User level) for the following entities:
- Activity (and all specific activity types like Phone Call, Task, Email, Appointment)
- Note
- Post

Save and Publish any changes to the security role. Have the user log out and back in.

If the Issue Persists:

Note the Exact Time the Error Occurs: This can help in correlating with server logs or tracing information.

Identify if the Issue is Isolated to Specific Records or Users: Does it happen on all records for a specific entity, or only some? Does it affect all non-admin users, or just a few? This can help narrow down the scope of the problem.

Contact Support: If you've exhausted these troubleshooting steps and the issue remains, consider contacting Microsoft Support for further assistance. Provide them with detailed information about the error, when it started, and the steps you've already taken.

By systematically working through these potential causes and troubleshooting steps, you should be able to identify and resolve the "Timeline results cannot be loaded" error in your Dynamics 365 environment. Start with the basic checks and then delve into more specific configurations and potential customizations.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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