Skip to main content
News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Blocking error after o...
Service | Customer Service, Contact Center, Fie...
Answered

Blocking error after onmichannel update

(0) ShareShare
ReportReport
Posted on by Marcel Lathouwers 175

We are using the CRM Service functionality, but nothing from onmichannel. 

Unfortunately a night update from Microsoft is blocking the use of the application. More specifically customers are not able to add portal comments to an existing case and service agents (CRM users) can't create portal comment activities from the case timeline. 

Even users with system administrator role are getting this error. Any suggestion or help is appreciated.

Error: 

Exception Message: msdyn_omnichannelconfiguration With Id = d4d91600-6f21-467b-81fe-6757a2791fa1 Does Not Exist

ErrorCode: -2147220969
HexErrorCode: 0x80040217

ErrorDetails:
ApiExceptionSourceKey: Plugin/Microsoft.Crm.ObjectModel.CustomBusinessEntityService
ApiStepKey: 7371cb7d-fc31-ec11-b6e6-000d3ab112a1
ApiDepthKey: 2
ApiActivityIdKey: c9d75590-5275-4353-bbd8-0c33844cb644
ApiPluginSolutionNameKey: System
ApiStepSolutionNameKey: System
ApiExceptionCategory: ClientError
ApiExceptionMessageName: ObjectDoesNotExist
ApiExceptionHttpStatusCode: 404

HelpLink: http://go.microsoft.com/fwlink/?LinkID=398563&error=Microsoft.Crm.CrmException%3a80040217&client=platform

TraceText:
[Microsoft.Crm.ObjectModel: Microsoft.Crm.ObjectModel.QueueItemRoutePostOperationPlugin]
[cba57035-547a-4c2a-add4-24eb76b14fd7: QueueItemRoutePostOperationPlugin]

[Microsoft.Dynamics.OmnichannelBase.Plugins: Microsoft.Dynamics.OmnichannelBase.Plugins.EntityRouting.PostOperationQueueItemCreatePlugin]
[e67a1e36-066d-4a8c-b9fd-cd0d082e8ea4: OmniChannel.Plugins.EntityRouting.PostOperationQueueItemCreatePlugin]

Activiteit-id: ec491176-b016-49f4-984d-6c4dba0687b9

  • Marcel Lathouwers Profile Picture
    Marcel Lathouwers 175 on at
    RE: Blocking error after onmichannel update

    Hi Leah,

    Thanks for your answer.

    We indeed did receive the same solution from Microsoft.  

  • Verified answer
    Community Member Profile Picture
    Community Member on at
    RE: Blocking error after onmichannel update

    Hi Marcel,

    Another user who saw same error got response from Microsoft, you can refer following link:

    (+) unable to create, assign and resolve case in dynamics 365 customer service - Dynamics 365 Customer Service Forum Community Forum

  • Community Member Profile Picture
    Community Member on at
    RE: Blocking error after onmichannel update

    Hi Marcel,

    If this is a bug from the update，you can open the ticket with Microsoft and ask for support.

    https://admin.powerplatform.microsoft.com/support

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Now Available: 2025 Release Wave 2

Quick Links

Ramesh Kumar – Community Spotlight

We are honored to recognize Ramesh Kumar as our July 2025 Community…

Congratulations to the June Top 10 Community Leaders!

These are the community rock stars!

Announcing the Engage with the Community forum!

This forum is your space to connect, share, and grow!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Muhammad Shahzad Shafique Profile Picture

Muhammad Shahzad Sh... 51 Most Valuable Professional

#2
Ramesh Kumar Profile Picture

Ramesh Kumar 42

#3
David Shaw_UK Profile Picture

David Shaw_UK 27

Last month Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans