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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 365 On Premise ini...
Microsoft Dynamics CRM (Archived)

CRM 365 On Premise initial opening of CRM unresponsive for specific users

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Posted on by Community Member Microsoft Employee

Over the past couple of months we have been trying to trace why for some users, when opening CRM in IE 11 it loads the form then hangs (unresponsive to mouse clicks) between 4s and 40s based on the user. Once CRM is loaded, moving from form to form is fast. It is only on the first load or after a F5 refresh.

This issue follows the user around as we have tested logging on different PCs (single sign on to CRM) and allowing the effected users to log into CRM while an unaffected user is logged into windows (forced logon).

Areas we have tested and ruled out - CRM Security groups, AD Groups, Anti-Virus, and Outlook Client installed / uninstalled.

I have noticed that the freeze happens when IE is fetching  'LookupMruWebService.asmx' and 'MessageBar.asmx'. It is always the same length of unresponsive time for the affected user. i.e. User 1 freeze is always 10s for user 2 always 40s. Some users are unaffected.

Any help or pointers would be very much appreciated.

Kind Regards

Ian

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  • Eric Blanco Profile Picture
    Eric Blanco 95 on at
    RE: CRM 365 On Premise initial opening of CRM unresponsive for specific users

    How did you clean the UserEntityUISettingsBase table?

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: CRM 365 On Premise initial opening of CRM unresponsive for specific users

    Fixed. The slowness was down to the size of the RecentlyviewedXML that was being downloaded from the UserEntityUISettingsBase table. Cleaned up the table for the users having the issue and the page loads in seconds.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: CRM 365 On Premise initial opening of CRM unresponsive for specific users

    Checked POA table which is sitting at a mere 2 million records. Ran Official Microsoft script and problem persisted. Also Users that returned the highest count in the POA table don't have the issue.

    Does anyone know of any CRM User tables that could be a bottleneck when a user first opens CRM. It seems to happen to users that are consistently creating and editing records and not viewers of records.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: CRM 365 On Premise initial opening of CRM unresponsive for specific users

    Thanks Daniel. That’s a good point.  I did try and reassign all activities for one of the users to see if it was quantity related Which had no effect, however never thought of shared items. Will investigate and post an update.

    Regards

    Ian

  • Daniel Wikell Profile Picture
    Daniel Wikell 2,360 on at
    RE: CRM 365 On Premise initial opening of CRM unresponsive for specific users

    Do any of these users happen to have a large amount of records shared with them? Since you are pointing out a delay when loading most recently used items it could be caused by the fact that CRM has to make a check as to whether or not the users can still access those records. If the system is set up with a lot of sharing involved and the POA table is very large, calculating the user rights could result in such a load time. This could also explain why it happens to some users but not all.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: CRM 365 On Premise initial opening of CRM unresponsive for specific users

    Thanks Alex,

    Not a caching issue, only used User 1 and 2 as an example. Problem with lots of users. IE settings don't change when you are prompted to login to CRM. Tested different CRM logins while logged into windows as a domain admin. Its as if CRM is checking something on the server based on the user. Please note that we created a brand new AD user with the same AD and CRM security groups as problem users and the problem does not exist.

    Regards

    Ian

  • ashlega Profile Picture
    ashlega 34,475 on at
    RE: CRM 365 On Premise initial opening of CRM unresponsive for specific users

    Hi,

     since you are saying it's only happening on the first load, it all looks like a caching problem.. Any chance those two users have changed their IE caching settings?

    library.netapp.com/.../GUID-1E34D79A-2EB8-4A0D-AA47-E7BB62B8C77B.html

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