Deployment

[Applies to: Microsoft Dynamics CRM 4.0]

Microsoft Dynamics CRM Reporting Top Issues and Troubleshooting

This article describes basic troubleshooting steps that can help you resolve issues that you may encounter with Microsoft Dynamics CRM reporting features and the Microsoft Dynamics CRM Connector for Microsoft SQL Server Reporting Services.

On This Page

Error logging

Deployment issues

Time-out issues

Troubleshooting configuration issues

Troubleshooting reporting issues

Default report issues

Custom report issues

Other common issues

Error logging

Error logging can provide very useful troubleshooting information. Relevant error logging is maintained in the following locations, listed in the order in which the logs are typically most useful for troubleshooting reporting issues.

  1. Reporting Services logs are saved in the following folder:

    Drive:\Program Files\Microsoft SQL Server\MSSQL.####\Reporting Services\LogFiles

    You may have to investigate several of these log files to find the error. For more information about Reporting Services logs, see the following:

  2. The Event Viewer provides relevant logging information on the Microsoft Dynamics CRM and Reporting Services servers:
    • On the computer where Microsoft Dynamics CRM Server is installed, filter for all items that begin with MSCRM, such as the MSCRMReporting Source.
    • On the computer where the Microsoft Dynamics CRM Connector for SQL Server Reporting Services is running, filter on the Report Server (MSQLSERVER) Source.
  3. For errors installing the Microsoft Dynamics CRM Connector for SQL Server Reporting Services, check the SrsDataConnectorSetup.log file in the following location:

    Drive:\Documents and Settings\InstallingUser\Application Data\Microsoft\MSCRM\Logs

  4. The Microsoft Dynamics CRM platform tracing logs location is defined in a registry key. The default location is as follows:

    Drive:\Program Files\Microsoft CRM\Trace

    Note

    You can create Microsoft Dynamics CRM trace files that provide a record of actions that are performed by the server and client applications. For information about how to trace Microsoft Dynamics CRM operations, see KB article 907490.

    Warning

    Trace files may contain sensitive or personal information. Use discretion when you send trace files to people outside your organization, or when you give other people the ability to view the information that a trace file contains.

Deployment issues

This section provides information for resolving reporting issues that are associated with system deployment.

Running Microsoft Dynamics CRM 4.0 with SQL Server 2008

Microsoft Dynamics CRM 4.0 is compatible with Microsoft SQL Server 2008. However, you may have to install one or more hotfixes. If you encounter errors when you deploy Microsoft Dynamics CRM with SQL Server 2008, verify that you have followed the steps in KB article 957053.

Report server name and virtual directory issues

When you install Microsoft Dynamics CRM, you can specify the name of an existing report server that is running Microsoft SQL Server Reporting Services. If the report server name contains extended ASCII characters, you receive the following error message in the Environment Diagnostics Wizard:

Error: Client found response content type of 'text/html; charset=utf-8', but expected 'text/xml'

Possible cause 1: The name of a report server contains extended ASCII characters.

Possible cause 2: The Reports and ReportServer virtual directories on the Microsoft Dynamics CRM Server have been renamed.

Solution: If you encounter this error, see KB article 946788.

Time-out issues

Occasionally, Microsoft Dynamics CRM Server may time out for long-running SQL Server queries. To resolve this problem, you can increase the ServerReport.Time-out value.

ServerReport.Time-out is the time period defined to wait for server communications. To change this value, you can create a registry key named OLEDBTimeout in the HKLM\SOFTWARE\Microsoft\MSCRM\ subkey as a DWORD and set the value in milliseconds.

To increase the Microsoft Dynamics CRM Server time-out value, follow these steps:

  1. On the computer where Microsoft Dynamics CRM Server is installed, click Start, click Run, and then type regedit and then click OK.
  2. Locate the HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRM registry subkey.
  3. Right-click MSCRM, point to New, and then click DWORD Value.
  4. Name the DWORD OLEDBTimeout.
  5. Right-click OLEDBTimeout and then click Modify.
  6. Type 300 in the Value field and then click OK.

    Note

    To prevent excessive SQL blocking, we do not recommend that you set OLEDBTimeout to a value greater than 300.

Troubleshooting configuration issues

This section provides general guidelines for troubleshooting reporting problems that are caused by system configuration issues. For example, the Microsoft Dynamics CRM server may not be configured to locate the correct Microsoft SQL Server Reporting Services server, or the Report Manager data source may not be configured correctly.

Important

Although in most situations you can run reports by using Microsoft Dynamics CRM without Microsoft Dynamics CRM Connector for Microsoft SQL Server Reporting Services, we recommend that you install and run this component. Microsoft Dynamics CRM Connector for SQL Server Reporting Services Setup (SetupSrsDataConnector.exe) is located in the Server\platform\SrsDataConnector folder of the Microsoft Dynamics CRM installation media.

To troubleshoot reporting configuration problems, follow these steps:

  1. Verify that Microsoft SQL Server Reporting Services is running correctly. To do this, on the computer where Reporting Services is installed, open a Web browser and connect to the report server. For example, connect to http://ServerName/ReportServer. If you cannot connect to the ReportServer Web page, use Microsoft SQL Server Reporting Services troubleshooting practices to resolve the problem. For more information, see the Microsoft SQL Server Reporting Services documentation available in Related Links.
  2. Verify that the report files are present in Reporting Services. If the report files are not present, follow these steps to run the PublishReports tool to publish the reports from the OrganizationName_MSCRM database into Reporting Services:
    1. On the computer where Microsoft Dynamics CRM Server is running, open a command prompt and go to the following folder:

      Drive:\Program Files\Microsoft Dynamics CRM\Tools

    2. Enter PublishReports OrganizationName, where OrganizationName is the unique name of the Microsoft Dynamics CRM organization with the reports that you want to publish. For example, enter the following command:

      PublishReports Adventure_Works_Cycle

      For more information about how to run the PublishReports tool, see the Microsoft Dynamics CRM 4.0 Implementation Guide.

  3. If you are not using the Microsoft Dynamics CRM Connector for SQL Server Reporting Services, follow these steps to verify the data source. If you are using Microsoft Dynamics CRM Connector for SQL Server Reporting Services, skip this step.
    1. Run Reports Manager (http://SSRS_Server/Reports/).
    2. Click the OrganizationName_MSCRM folder.
    3. Click Show Details.
    4. Click the 4.0 folder.
    5. Click the MSCRM_Datasource in the list. You can make changes as necessary and then click Apply. The data source should be configured similar to the following:
      • Name: MSCRM_DataSource
      • Hide in list view: Checked
      • Enable this data source: Checked
      • Data Source Type: Microsoft SQL Server
      • Connection string: Data Source=ServerName;Initial Catalog=OrganizationName_MSCRM;Integrated Security=SSPI
      • Connect using: Windows integrated security
  4. If you are using the Microsoft Dynamics CRM Connector for SQL Server Reporting Services, follow these steps to verify the data source:
    1. Open Report Manager.
    2. Select the OrganizationName_MSCRM folder.
    3. Click Show Details.
    4. Click the 4.0 folder.
    5. Click the Microsoft Dynamics CRM Data Source and verify that it is configured as follows:
      • Connection Type: Microsoft CRM Data Extension
      • Connection String: MSCRM Data Connector Connection String
      • Connect Using: Credentials Supplied by user running the report

    Note

    If the Microsoft Dynamics CRM Connector for SQL Server Reporting Services is installed and is displayed in Add or Remove Programs but is not an option in Reporting Services, verify that this is a named instance of SQL Reporting Services. By default the Microsoft Dynamics CRM Connector for SQL Server Reporting Services is installed to the default instance. If you are using a named instance, see KB article 947060.

  5. Verify that the Microsoft Dynamics CRM server is configured to locate the correct Microsoft SQL Server Reporting Services server. To do this, follow these steps:
    1. On the computer where Microsoft Dynamics CRM Server is running, click Start -> All Programs -> Microsoft Dynamics CRM -> Deployment Manager to start the Deployment Manager.
    2. Click Organizations.
    3. Right-click the organization that you are troubleshooting, and then click Properties.

      The Microsoft SQL Server Reporting Services server URL is displayed in the Microsoft SQL Server Reporting Services URL box.

    For more information about how to use the Deployment Manager, see the Microsoft Dynamics CRM Deployment Manager Help.

  6. Verify that individual users have permissions to run reports. By default, most Microsoft Dynamics CRM security roles are granted reporting permissions. You can view a user's security role in Microsoft Dynamics CRM. Or, you can verify Active Directory ReportingGroup security group membership. Every Microsoft Dynamics CRM user who will run reports in Microsoft Dynamics CRM must have this membership. To verify ReportingGroup group membership, follow these steps:
    1. On a domain controller, start the Active Directory Users and Computers snap-in.
    2. Locate the organizational unit where the Active Directory security groups for Microsoft Dynamics CRM are located.
    3. Right-click ReportingGroup, and then click Properties.
    4. Click the Members tab to verify that each Microsoft Dynamics CRM user is in the list of members.
    5. You can manually add users by clicking Add.
  7. View the Reporting Services logs and the relevant Event Viewer logging information. For more information, see Error Logging.
  8. If you still cannot resolve the issue contact Microsoft Customer Support.

Troubleshooting reporting issues

This section provides guidelines for troubleshooting problems that you might encounter when you try to run, add, publish, or upload a report to Microsoft Dynamics CRM.

To troubleshoot problems with reporting functionality, follow these steps:

  1. Try running a default report and a custom report to determine whether the problem occurs for all reports.
  2. Follow these steps to try running a report without using Microsoft Dynamics CRM:
    1. On the computer where Microsoft Dynamics CRM Connector for SQL Server Reporting Services is installed, open a Web browser and connect to the report server. For example, connect to http://ServerName/ReportServer
    2. Click the OrganizationName_MSCRM folder.
    3. Click the 4.0 folder.
    4. In the list of reports, click a report to run it.

    Note

    Because the Microsoft Dynamics CRM Connector for SQL Server Reporting Services is installed, you are prompted for a login name and password. Enter your SystemUserId as the login name and your OrganizationID as the password. You can find this information in the SystemUserBase table of the OrganizationName_MSCRM database.

    Although many of the reports in the list can be run this way, not all reports can be run outside Microsoft Dynamics CRM. Alternatively, you can run Report Manager (http://SSRS_Server/Reports/) and use similar steps to verify that Microsoft SQL Server Reporting Services is running correctly.

  3. To rule out the Microsoft Dynamics CRM Connector for SQL Server Reporting Services as the cause of the problem, follow these steps to test the report without using the Microsoft Dynamics CRM Connector for SQL Server Reporting Services:
    1. In Microsoft Dynamics CRM, highlight the report and then click Edit Report.
    2. Click Actions and then select Publish Report for External Use.
    3. In Reporting Services, open the OrganizationName_MSCRM folder. The report is now available from this folder instead of just inside the 4.0 folder.
    4. Try running the report from the OrganizationName_MSCRM folder. This does not use the Microsoft Dynamics CRM Connector for SQL Server Reporting Services. If the error does not occur in Microsoft Dynamics CRM Connector for SQL Server Reporting Services directly, it is probably specific to Microsoft Dynamics CRM.
  4. View the Reporting Services logs and the relevant Event Viewer logging information. For more information, see Error Logging.
  5. If you still cannot resolve the issue contact Microsoft Customer Support.

Default report issues

This section provides information about how to resolve issues in which default reports reports are not working correctly.

Reports do not display data

Symptom: Reports do not display any data, or you receive one of the following errors:

The 'CRM_CalendarType' parameter is missing a value.

The 'CRM_Fullname' parameter is missing a value.

Potential Cause 1: The DomainName value in the SystemUserBase table of the OrganizationName_MSCRM database does not exactly match the user's actual domain user name.

A common cause of this issue is if a user is assigned new Active Directory domain logon credentials after their user record was created in Microsoft Dynamics CRM. Another potential cause is if there is more than one row in the SystemUserBase table with the same DomainName value. Some sites have encountered this problem after they have made unsupported changes directly to the SystemUserBase table.

Resolution: Update the DomainName value by changing it in the user's profile in Microsoft Dynamics CRM.

Potential Cause 2: The membership of the PrivReportingGoup in the CRMReaderRole of the OrganizationName_MSCRM database does not immediately taking effect in SQL Server. The Microsoft Dynamics CRM IS_MEMBER check does not identify that the Reporting Services Application Pool identity has the CRMReaderRole, even though it does have that membership.

Resolution: There is a known issue in which the IS_MEMBER Function returns incorrect results until you log off or create a new SQL Server connection. For more information, see KB article 812774.

Potential Cause 3: Authentication is configured incorrectly. This issue may occur if Kerberos protocol or Trust for Delegation is not set up correctly.

Resolution: For information about how to configure authentication, see the Microsoft Dynamics CRM 4.0 Implementation Guide.

Potential Cause 4: The Microsoft Dynamics CRM Connector for SQL Server Reporting Services was uninstalled, but Microsoft Dynamics CRM is still trying to authenticate as the CRMAppPool identity instead of the user requesting the report.

Resolution: Restart IIS on the Microsoft Dynamics CRM server so that it will recognize that the Microsoft Dynamics CRM Connector for SQL Server Reporting Services is no longer installed.

Custom report issues

This section provides information about how to resolve issues when default reports work correctly but custom reports do not.

Some users encounter problems

Symptom: Some users receive an error or do not get any data in their custom reports.

Potential Cause: Microsoft Dynamics CRM users are only granted SQL SELECT permissions to each of the filtered views. If you create a report that tries to retrieve data from other tables or views, users may encounter errors running the report because they do not have access to select data from those objects.

Resolution: Make sure that the report is only retrieving data from the filtered views.

All users encounter problems

Symptom: All users receive an error such as the following when they run a custom report:

The report parameter 'CRM_URL' is read-only and cannot be modified

Potential Cause: The CRM_URL parameter settings were changed. You can view the parameter settings by opening the report in Visual Studio and clicking Report Parameters from the Reports menu.

Resolution: Make sure that the Internal and Hidden check boxes are not selected for any of the parameters that have the CRM_ prefix.

Custom reports display less data than expected

Symptom: When you generate a custom report, it includes less than the expected amount of data.

Potential Cause 1: A default filter is enabled (for example, Modified in the Last 30 Days).

Resolution: To view the default filter, select a report in the Reports area and then click Edit Default Filter on the More Actions menu. When an entity is enabled for prefiltering, a default filter is enabled to display only records for that entity that have a modified date within the last 30 days. Clear the default filter and then check whether the problem still occurs.

Potential Cause 2: A default filter is enabled on an entity that is not available for Advanced Find.

Resolution: Do not enable prefiltering on an entity that is not available for Advanced Find because a default filter will be enabled (Modified in the Last 30 Days) but it will not appear in the user interface. For example: If you are creating a report that queries Opportunities and Opportunity Products, do not enable prefiltering on the Opportunity Products entity because it is not available for Advanced Find.

Custom reports display more data than expected

Symptom: When you generate a custom report, it includes more than the expected amount of data.

Potential Cause: You are using the CRMAF_ prefiltering method, but the Explicit Filtering option is necessary to correctly enable prefiltering.

Resolution: Use the Explicit Filtering option. For information about how to use this option, see Microsoft Dynamics CRM Pre-Filtering Tips.

Stored procedure issues

Symptom: You receive the following error message when you run a custom report that uses the StoredProcedure command type in the Microsoft Dynamics CRM Connector for SQL Server Reporting Services:

An error has occurred during report processing. Query execution failed for data set 'Test_MSCRM'. Could not find stored procedure''.

Potential Cause: This problem may occur because of a known issue that can occur when Microsoft Dynamics CRM tries to retrieve the data from stored procedures.

Resolution: For information about how to resolve this problem, see KB article 956852.

Other common issues

This section provides information for resolving other common issues related to Microsoft Dynamics CRM reporting.

Error message on reporting activity

Symptom: When you try to run, add, publish, or upload a report to Microsoft Dynamics CRM, you recieve an error.

Potential Cause: Various.

Resolution: For information about how to resolve common Microsoft Dynamics CRM reporting errors, see KB article 920124.

Error message on data source credentials

Symptom: When you try to run a report, you receive the following error:

MissingDataSourceCredentialsException: One or more data sources is missing credentials

Potential Cause: The MSCRM_DataSource is configured incorrectly.

Resolution: If the Microsoft Dynamics CRM Connector for SQL Server Reporting Services is installed, verify that the Connection Type option is set to Microsoft CRM Data Extension and the Connect Using option is set to Credentials supplied by the user running the report. If Microsoft Dynamics CRM detects that the Microsoft Dynamics CRM Connector for SQL Server Reporting Services is installed, it sets the user name and password values when the report is run within Microsoft Dynamics CRM. If the Microsoft Dynamics CRM Connector for SQL Server Reporting Services is not installed, verify the following settings:

  • The Connection Type should be set to Microsoft SQL Server.
  • The Connect Using option should be set to Windows integrated security.
  • The SQL connection string should also be entered in the Connection string field using the format:

    "Data Source=dpmv42003;Initial Catalog=Microsoft_MSCRM;Integrated Security=SSPI"

Report prefiltering issues

Prefiltering is a feature that can be used to make reports contex-sensitive and to enable report filtering with the Microsoft Dynamics CRM Advanced Find features. If you encounter problems with the prefiltering functionality, see Microsoft Dynamics CRM Pre-Filtering Tips.

Microsoft Dynamics CRM Connector for Microsoft SQL Server Reporting Services issues

The following list contains links to articles that discuss issues that may occur when when you use Microsoft Dynamics CRM Connector for Microsoft SQL Server Reporting Services:

Related Links