Case timeline showing unexpected error.

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This morning one of my users was able to open our custom case form (main form) without issue. About mid-morning, the timeline in the case now shows "unexpected error" and displays none of the messages (emails, notes, etc...) in the timeline. However, if the user switches to "Open in Classic mode" everything works fine.

I have verified that nothing has changed in group membership or licenses for Dynamics for Team Members.
I have verified the security roles are correct for the user.
All other users with the same security roles are not having any issues.
At this point, only the one user is experiencing this issue.

My question is, what else should I be checking?

Thank you,

Steve

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Hello Steve,

Have you tried cleaning the brower's cache?

Cheers!

Pedro Pisco

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Yes, my apologies for not including that in the list of things we've already tried.

We have also cleared the browser cache.

Rebooted the computer (just for grins).

Tried multiple browsers (Chrome, Edge, Firefox).

Have also verified that the behavior follows the user in that, the user with the issue logged in on a browser/computer that was not having the issue.

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After some digging we figured out that somehow the user's were missing permissions to the Soultion. Not sure how that happen, as there were no changes made to the system. Anyway, we go things up and running by doing the following.

Going to Settings | Customizations | Security Roles | Customer Service Representative

Changing the Read permission in the Customization tab for Solution (see below).

We still have a case open with Microsoft about this, as there were no changes to the system and it had been working fine. Still holding out hope that they'll have some explanation for a) why it happened, and b) if we need to keep those permissions configured how we have them.

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I have the same problem. A user was able to access the timeline in the morning and then in the afternoon they cannot. I am able to access the timeline on all but one case and I have admin access. I gave access to solution but unfortunately it did not fix the problem.

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KaushalK 17 on at

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Is there any update on this - I also have the same issue with one of my users. All of a sudden note's section in a contact reads "An unexpected error occurred"

<div id="id-8448b78f-8f42-454e-8e2a-f8196b0419af-32-notescontrol-timeline_wall_container" data-id="notescontrol-timeline_wall_container" role="presentation" class="b cb a nd oq f os c flexbox"><div role="presentation" class="ww cb g a b e flexbox"><label class="ol nr ">An unexpected error occurred</label></div></div>

It's working fine for me. Not sure what caused the problem. Refreshing cache won't work.

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