Dynamics 365 for Sales troubleshooting guide for administrators

Use the following list of troubleshooting topics to quickly find information to solve your users' issues.

Lead qualification issues and resolution

Insufficient permissions or Access denied error when a user is trying to qualify a lead

How you resolve this error depends on the following ownership scenarios for the lead records.

Scenario: The lead is owned by the user trying to qualify it.

Resolution:

  1. Go to Settings > Security Role.

  2. Open the security role of the user.

  3. On the Core Records tab, assign Create, Read, Append, and Append To permissions to the Security Role at User level on the following entities:

    • Account
    • Lead
    • Contact
    • Opportunity

    Security role with access at User level

  4. On the Custom Entities tab, assign Read access to any custom entity.

  5. On the Customizations tab, assign Read access to Attribute Map, Customizations, Entity and Entity Map.

Scenario: The lead that the user is trying to qualify is in their business unit.

Resolution:

  1. Go to Settings > Security Role.

  2. Open the security role of the user.

  3. Assign Create, Read, Append, and Append To permissions to the user’s Security Role at Business Unit level on the following entities:

    • Account
    • Lead
    • Contact
    • Opportunity

    Security role with access at Business Unit level

  4. Assign Read access to any custom entity.

  5. Assign Read access to Attribute Map, Customizations, Entity and Entity Map

Scenario: The lead that the user is trying to qualify is in their organization.

Resolution:

  1. Go to Settings > Security Role.

  2. Open the security role of the user.

  3. Assign Create, Read, Append, and Append To permissions to the user’s Security Role at Organization level on the following entities:

    • Account
    • Lead
    • Contact
    • Opportunity

    Security role with access at Organization level

  4. Assign Read access to any custom entity.

  5. Assign Read access to Attribute Map, Customizations, Entity and Entity Map.

Opportunity Close issues and resolution

Insufficient permissions or Access denied error when a user is trying to close an opportunity

Reason: The user trying to close the opportunity doesn’t have sufficient permissions on the opportunity they’re working on.

Resolution:

  1. Go to Settings > Security Role.
  2. Open the security role of the user.
  3. Assign Read, Create, Append, Append To permissions to the user’s Security Role at User level on the Opportunity entity and custom entity.

Error or unexpected behavior while working on entities

While working on entities (such as opportunities, quote, order, invoice, quote product, and order product), you observe unexpected behavior or an error in Dynamics 365 for Sales. The following are some of the errors that you might encounter while working on opportunities and this might be same for other entities:

  • "Extended Amount is wrong after revising quote"- this error might have occurred due to Custom Plugin.
  • "Error while saving the opportunity" - this error might have occurred due to Custom JavaScript.
  • "Error while close opportunity" - this error might have occurred due to Custom Workflow.

These issues might occur due to improper customization of the application. You must verify these customization and resolve them. Perform the following verification methods to identify which customization is causing the issue and then resolve:

Deactivate custom plug-in

  1. Go to Settings > Customizations > Customize the System.

  2. Select Sdk Message Processing Steps.

    A list of available Sdk message processing steps is displayed.

  3. Select the Filter icon, select the column Primary Object Type Code (Sdk Message Filter), and then select the entity for which the error is occurring.

    Go to custom plug-in list

  4. Select the SDK Message Processing Steps that are coming from the solutions owned by you.

    Note

    To view your custom SDK Message Processing Steps:
    a. Go to Settings > Solutions and then open the solution.
    b. Select SDKMessage Processing Steps. Verify the values are selected as: Component Type to SDK Message Processing Step and View to All.

  5. Select Deactivate.

  6. Publish the customizations.

    Choose and deactivate unmanaged custom plug-ins

  7. Verify the issue and if it doesn't occur, then the issue is with the custom SDK Message Processing Steps. Resolve the issue.

Note

If the issue occurs, activate the SDK Message Processing Steps that you deactivated now and try to Disable custom JavaScript or Deactivate custom workflow process.

Disable custom JavaScript

  1. Open the form editor of the entity in which the error is occurring. In this example, we are selecting the entity as Opportunities and the default solution form.

    Open form editor

  2. Select Form Properties on the form editor.

    Edit form page

    The Form Properties dialog opens.

  3. On the Events tab, select the control OnLoad from the Events drop-down list.

    Event control selection

  4. Choose the custom JavaScript files that are coming from the solution owned by you.

    Note

    To view your custom JavaScript:
    a. Go to Settings > Solutions and then open the solution.
    b. Select WebResources. Verify the values are selected as: Component Type to WebResources and View to All.
    c. Select Filter icon to enable filter options for columns. Select Type and set the filter as Script (JScript).

    Select type filter as script

  5. Select Edit. In this example, we have selected the custom JavaScript file eg_opportunity to edit.

    Handler properties dialog

  6. Clear the Enabled option and select OK.

    Clear enabled option

  7. Publish the customizations.

  8. Verify the issue and if it doesn't occur, then the issue is with the custom JavaScript. Resolve the issue.

Note

If the issue occurs, enable the JavaScripts that you disabled now and try to Deactivate custom plug-in or Deactivate custom workflow process.

Deactivate custom process

  1. Go to Settings > Customizations > Customize the System.

  2. Select Processes. These process include Workflow, Business Process Flow, and Business Rule. A list of available processes is displayed.

  3. Select the Filter icon, select the column Primary Entity, and then select the entity for which the error is occurring.

    Go to custom process workflow list

  4. Choose the processes that are coming from the solutions owned by you.

    Note

    To view your custom Processes:
    a. Go to Settings > Solutions and then open the solution.
    b. Select Processes. Verify the values are selected as: Component Type to Processes and View to All.

  5. Select Deactivate.

  6. Publish the customizations.

    Choose and deactivate unmanaged process workflows

  7. Verify the issue and if it doesn't occur, then the issue is with the custom processes. Resolve the issue.

Note

If the issue occurs, activate the Processes that you deactivated now and try to Deactivate custom plug-in or Disable custom JavaScript.

Unable to see data in certain columns in entity views

Reason: This error is occurring due to mismatch of column names between the layoutxml and fetchxml in the view ODATA file (OrgUrl/api/data/Dynamics 365 version/savedqueries(ViewId)).

Resolution: To resolve this issue, you must remove and add back the column that is causing this error. This will ensure that the column names in layoutxml and fetchxml are matched.

Note

Before you start resolving the issue, take note of the view for which this error is occurring.

  1. Go to Settings > Customizations > Customize the System.

  2. Select the entity > Views and select the view that has this error. In this example, we are selecting the entity Account and view as Accounts Being Followed.

    Choose a view from the entity

  3. Select More Actions > Edit.

    The view edit page opens.

    Edit a view

  4. Select the column that is causing the issue and select Remove. In this example, we select the column Email (Primary Contact) to remove.

    Remove column from view

    The column is removed from the view.

  5. Add back the column that you have deleted. Select Add Columns and re-add the column that you removed. In this example, we are adding the column Email (Primary Contact) that was removed.

    Adding back the removed column

    The data in the columns is displayed properly.

Unable to see some records in the entity views

Reason: This error is occurring due to the filtering of data on a view.

Resolution: To resolve this issue, you must edit or remove filters for the view. This will ensure that filters are applied properly for the view.

Note

Before you start resolving the issue, take note of the view for which this error is occurring.

  1. Go to Settings > Customizations > Customize the System.

  2. Select the entity > Views and select the view that has this error. In this example, we are selecting the entity Account and view as Accounts I Follow.

    Choose a view from the entity

  3. Select More Actions > Edit.

    The view edit page opens.

    Edit a view

  4. Select Edit Filter Criteria and recheck the filter condition either by updating or deleting.

    Update or clear the filter criteria

    The records in the views are displayed properly.

See also

Frequently asked questions
Troubleshooting guide for sales people