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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Problema di visualizza...
Customer experience | Sales, Customer Insights,...
Answered

Problema di visualizzazione ad alcuni utenti

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Posted on by FM-07030854-0 4
Stamattina alcuni utenze non riescono ad accedere correttamente al crm... come fare?
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Microsoft Dynamics CRM
I have the same question (0)
  • Jonas "Jones" Melgaard Profile Picture
    Jonas "Jones&q... 5,016 Most Valuable Professional on at
    Hi FM-07030854-0,
     
    You mention that some users cannot access your CRM system, and you are asking about what you can do.
    We need some more information, what is it exactly that happens when they try to open the CRM.
     
    Can you provide any error messages, preferably in English?
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,847 Moderator on at
    Hello M-07030854-0,
     

    It's frustrating when users suddenly encounter display problems with your CRM. Here's a systematic approach to troubleshoot and resolve the issue:

    1. Gather Information:

    • Specific Errors:

      • Ask users to describe exactly what they are seeing. Are there error messages? Are elements missing? Are things distorted? Screenshots are incredibly helpful.
      • Get the exact error messages if any. 

    • Affected Users:

      • Is it all users, a specific group, or individuals?
      • Are there any commonalities among the affected users (e.g., same department, same location, same browser)? 

    • Timing:

      • When did the problem start? Was it after a recent update, customization, or network change? 

    • Environment:

      • Are they using the web interface, a mobile app, or a desktop client?
      • What browsers and operating systems are they using?  

    2. Basic Troubleshooting:

    • Browser Cache and Cookies:

      • The most common culprit. Ask users to clear their browser's cache and cookies and then try again. 

    • Browser Compatibility:

      • Ensure they are using a supported browser version. Check the Dynamics 365 compatibility documentation.
      • Try accessing the CRM using a different browser. 

    • Internet Connection:

      • Confirm that users have a stable internet connection.
      • Try accessing other websites to rule out general connectivity issues. 

    • Restart the Browser:

      • A simple browser restart can solve many display problems. 

    • Zoom levels:

      • Have users verify that their browser zoom level is set to 100%.  

    3. Dynamics 365 Specific Checks:

    • Customizations:

      • If any recent customizations were deployed (JavaScript, CSS, forms, views), temporarily disable them to see if they are the cause.
      • Review any recent changes to forms, views or dashboards. 

    • Web Resources:

      • If you are using custom web resources (JavaScript or CSS) check those files for syntax errors. 

    • Security Roles:

      • Verify that the affected users have the correct security roles and permissions.
      • Make sure there are no unexpected changes to the user's security roles. 

    • Form and View Issues:

      • If the display problems are specific to certain forms or views, check for errors in their configuration.
      • Try resetting the form or view to the default. 

    • Dynamics 365 Service Health:

      • Check the Microsoft 365 Service Health dashboard for any reported outages or issues with Dynamics 365. 

    • Dynamics 365 Updates:

      • If you have recently updated Dynamics 365, check for known issues with the update.  

    4. Advanced Troubleshooting (If Necessary):

    • Browser Developer Tools:

      • Use the browser's developer tools (F12) to inspect the page for JavaScript errors, CSS conflicts, or network issues. 

    • Dynamics 365 Trace Logs:

      • If you have access to the Dynamics 365 server, check the trace logs for any errors. 

    • Network Analysis:

      • Use network analysis tools (e.g., Fiddler) to capture network traffic and identify any communication problems.  

    5. Communication and Documentation:

    • Keep Users Informed:

      • Communicate with affected users about the issue and the steps you are taking to resolve it. 

    • Document the Problem:

      • Document the problem, the troubleshooting steps you took, and the resolution. This will help with future troubleshooting.


        •  

    Example Troubleshooting Flow:

    1. Gather information from users.
    2. Ask users to clear browser cache and cookies.
    3. Verify browser compatibility.
    4. Check Dynamics 365 service health.
    5. Disable recent customizations (if applicable).
    6. Use browser developer tools to inspect for errors.
    7. If the problem persists, contact Microsoft Support.

      8.  

    By following these steps, you should be able to identify and resolve the display problems in your Dynamics 365 environment.

     
    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
  • Vahid Ghafarpour Profile Picture
    Vahid Ghafarpour 12,266 on at
    If any of the responses helped resolve your issue, please take a moment to mark the best answer. This helps others in the community quickly find solutions to similar problems.

    To do this, simply click the "Does this answer your question?" button on the most helpful response and like the helpful posts. If your issue is still unresolved, feel free to provide more details so the community can assist further!

    Thanks for being an active part of the Dynamics 365 Community! 😊

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