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May 10th, 2016 by

Dear Paul,

Our Infor CRM Business Administrator is no longer with our company.  We need to get our new administrator up to speed quickly without disruption to our Infor CRM users.  What topics do you recommend be covered to train our new administrator?

Great question and we have a ready answer.¬† We can schedule Infor CRM Administration training almost anytime.¬† The roles that ‚Äúmake‚ÄĚ up the administrative tasks in the system range in complexity from technical administrator, data steward, power user, to a business administrator.¬† I even have one company where the President is able to perform the administrative tasks with ease.¬† We can help you get to the level that you want to obtain from basics to expert.

Here are the main subject topics to get a new administrator running at a basics level:

  • Administrative Overview
  • User Management and Security
  • Team Management and Security
  • Pick List Management
  • Group Management
  • Data Management

Infor CRM Training for Administrators

First, a good overall review of the administrative tools (LAN and/or web) with an explanation of the tools, and associated roles of the tools, is important.

Next, user management and the various tasks (add, edit, retire, etc.) is a fundamental training area.  This subject includes focus on creating and managing user profiles with an emphasis on security.

Team Management, if you’re using teams, would be an important subject combined with security.

Pick list management and a review of data management principles that corresponds with the proper management of pick lists would be next.

Lookups, groups, and various management tasks are important data segmentation subjects.  In the web, filtering data and managing the data for users.  Slicing and finding data easily is key to user adoption.

Data management tasks is a nice optional learning area.  Subjects covered here are developing training and policy to prevent duplicate data and how to update mass data when changes occur in your company.

There are many other subjects that can be covered but these are the basics to get you moving in the right direction.

Training is an important part of any information system and CRM is no different.  Make sure you provide the training to your administrators and they have the skills and experience to help your front office employees be successful.  Ultimately, we are here to serve you and empower your employees to serve your downstream customers.

” The secret of getting ahead is getting started.” – Mark Twain

If you would like to discuss upgrading your system or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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May 3rd, 2016 by

Dear Paul,

We have a newly installed user that cannot log into the Saleslogix client. The user is receiving the following error:

Exception ETimeZoneError:

The time zone has not been defined for user U6UJ9A0000XX

Exception location:

[006892BE]{Saleslogix.exe} IsBrandingEnabled

This is a Windows LAN client using v8.1. Can you help us with this error?

Certainly, we can help. After some research, the problem seems to be a missing value in the user profile entry for the timezone column. I am not confident how the setting came to be without a value, but here is what we did to correct the issue.

1. Diagnose the issue.

First review the login process on the client machine and confirm the login issue.

2. Review the problem area.

Second, review the Userinfo table to examine the user record. The SQL below is as-is and may need to be adopted by a person with knowledge of how to run and correct the data use SQL statements:

– Select * from Userinfo

– Next, review the user profile record noted from the error and review the timezone column

– Select * from Userinfo where userid = ‘U6UJ9A0000AB’¬†— change to a known value

3. Identify the resolution steps.

Identify the possible timezone value from the other working users.

– Select distinct timezone from Userinfo

4. Implement the resolution.

UDPATE USERINFO set Timezone = ‘Eastern Standard Time’ where userid = ‘U6UJ9A0000AB’

Change Timezone value and userid value to known and correct values.

5. Confirm the result with the end user.

Meet with the user and make sure that they can now login.

6. What else can be corrected?

Check other possible users for missing timezone values and correct as needed.

– Select * from Userinfo where timezone is null

This following statement will set all NULL timezone values in the userprofiles to one Value, make sure it defined correctly or update one Userinfo record at a time as described above.

– Update Userinfo set timezone = ‘Central Standard Time’ where timezone is null

7. How can the problem be prevented or avoided.

If the timezone value is not set for a user profile then the Network (LAN) client will potentially have problems logging in. These steps will help correct the issue. We did not come to a root cause of the issue, but if it becomes problematic, a KnowledgeSync event or database trigger can be setup to mitigate the issue for the future.  We are here to help!

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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February 18th, 2016 by

Dear Paul,

I understand synchronization is not a predominate deployment method for Infor CRM today, but our company still uses it. I am a new administrator and I wondered if you can provide an overview of synchronization? Can you also show me how to  tell the last time a user synchronized?

Yes of Course. Sync in general is a topic that takes quite a while to explain, and even more time to fully understand, so I will try my best to be thorough but concise. From an end user’s perspective, it is easy and that is the most important part.¬† In the Administrator, there are 2 dates that will be pertinent to the remote users. They are the ‚ÄėLast Send Date‚Äô and ‚ÄėLast Apply Date‚Äô. The ‚ÄėLast Send Date‚Äô is the last time the Sync Server sent files to the remote user. For the most part, this date should be fairly regular as files are sent to the remotes every sync cycle during the work day, depending on how this is configured. TEF files are sent to most (if not all) users when changes are made. The ‚ÄėLast Apply Date‚Äô is when the remote user sends files back to the HOST database. This date can vary more widely as it only gets updated when the remote user has files (made changes) to apply.¬† If the remote users are working inside of Saleslogix and syncing regularly, this date should be within the last few days.

There are a couple of tools that we have in place to automatically monitor the Sync Service that we¬† have modified from a partner¬†source. Notably a Windows Script that works well with Exchange server. There is a built-in Saleslogix tool called ‚ÄėSync Monitor Console‚Äô that you can open and view the status of the Sync process.¬† Let me start out with the built in tool.

1.¬†¬†¬†¬† The ‚ÄėSync Monitor‚Äô provides you with a GUI interface to see what the Sync Service is doing, and the date/time of the ¬†next scheduled¬†process job¬†along with historical jobs. It provides you with the window to make sure things are moving correctly. It is more of “pull” the status type of tool or specifically where you need to open the tool to check the status.¬† It is a good tool, but more reactive.

2.¬†¬†¬†¬† Simplesoft has built a couple of tools that allow you to monitor the Sync Service a bit more closely than just opening up a GUI interface.¬† Our tools are sent¬†by e-mail and come to you as a “push”. The first tool we have is our ‚ÄúSync Report‚Äô which provides you an e-mail on a scheduled basis telling you which users are syncing (and which are not) along with some vital information about the health of your Sync Server. I have attached a screen shot of ours from this morning.

Additionally, we have developed ¬†a scheduled job that has thresholds built in to allow you to tell when the Sync Service has stopped. I don‚Äôt have an example of that one to share, but it fires off an e-mail basically telling you ¬†‚ÄėThe Sync Server has not sent files in X period of time‚Äô. Both of our tools are built off the database tables used for the sync process and are set up through a Windows task scheduler and sends e-mail alerts. We recommend using a distribution group for the e-mail.

With the tools mentioned above, an Administrator can tell fairly quickly when there is an issue with the processes that run the synchronization engine. When  the operational  monitoring tools are put into place, corrections can be made before it becomes a bigger issue. You would then be working in proactive mode more rather than reactive mode.

We can help you to configure the Administrator to review the dates a little better by turning columns ‚Äúon‚ÄĚ for visual review. We can also help you implement the monitoring tools to see the process via e-mail.

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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February 9th, 2016 by

Dear Paul,

We are having trouble with remote client changes making it ‚Äúto/from‚ÄĚ the remote client during the Synchronization process. Do you have any suggestions for troubleshooting the process?

Yes. Many times synchronization issues can be due to configuration settings or permissions. A good place to start is figuring out where the change files are breaking down and working to resolve from there.  The following is a procedure for figuring out where the change files are failing to move properly. Sometimes an unexpected reboot of servers can cause issues.

How to ‚Äúfollow the TEF‚ÄĚ from remote to Synchronization server:

Remote client Computer tasks

=====================

1. Start on the remote side and already synced up

2. Make sure the remote sync is off and set the Sync Options to not ‚ÄėSend changes‚Äô

3. Have the remote create an account, let’s say ‚ÄėXYZ Corporation‚Äô for generic tracking

– Identify the AccountID on the Detail tab

– confirm it is saved etc. (F5/Shift-F5)

4. Confirm the TEF file created and review in TRNVIEWER if needed

5. Confirm the size of the file and name and make a copy if needed. (Preferred)

C:\Documents and Settings\All Users\Application Data\SalesLogix\Sync\Outfiles

C:\ProgramData\SalesLogix\Sync

Main Office Computer tasks

=====================

6. Place the synchronization server service on pause or stop (Preferred)

– Reset option to ‚ÄėSend changes‚Äô on the Remote client

7. Synchronize the Remote client and send changes to the server

8. Confirm the TEF file transferred to the Infiles (FTP/Network) and review in TRNVIEWER if needed

– Confirm the size of the file and name is the same and make a copy if needed

– You can sort by sitecode with the file type to filter by the specific user

9. Cycle the synchronization server manually

10. Confirm/make sure that the new account gets to the host in the client application

Find the Account and confirm the information by the AccountID on the Detail tab

Synchronization Server tasks

=====================

11. Confirm that the Account is being sent to other remotes as appropriate (I.E. Team membership or Account Ownership)

– One thought would be to run the synchronization manually and see the new account going to team members

– An additional task would be to confirm the account on an additional remote client

Remote client Computer tasks (Assuming the Account is received on the remote client)

=====================

12. Create an opportunity for the Account for number 3 step

13. Repeat the steps, for the following of the TEF files (Steps 6 through 10)

14. On the remote, make updates to the account and opportunity

15. Repeat the steps, for the following of the TEF files (Steps 6 through 10)

– Use history actions, create activity changes, key fields etc.

16. On the remote, make a change to the Phone Number for the account and the Probability field on the Opportunity

17. Repeat the steps, for the following of the TEF files (Steps 6 through 10)

Note: We are looking for symptoms where the TEF files are not being created, moved to another folder, (for example Rejected or Archived),

TEF files with errors, sitecode issues, malformed TEF files etc., Keybase issues with a naming mismatch, or missing files waiting for sequence processing during a synchronization of service.

All the settings need to be set back to the original settings after testing.

How to use the TEF Viewer

=====================

Open SalesLogix Transaction Viewer

(Default location is C:\ProgramFiles\SalesLogix\Trnviewer.exe)

Log in as the Admin user

Click the “Foldername” folder and click Open (you can filter to the specific user by choosing them from the bottom dropdown)

Click the TEF in question and click Open

Simplesoft can assist with this process by helping to analyze the TEF files with you.

If you are requesting help from Simplesoft or Saleslogix/Infor CRM, you will need to compress the following files and send with your request:

– syncerrors.txt and log file for the just completed sync from the Host server

Рsyncerrors.txt and syncstatus.txt text files from the Remote client computer and any Saved TEFs on host  (copy of them before they get processed)

It takes some time to work through this list.  Other testing can be performed as needed.

‚ÄúWe cannot solve our problems with the same level of thinking that created them‚ÄĚ
‚Äē Albert Einstein

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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February 2nd, 2016 by

Installation Secrets from the Pros at Simplesoft
by Paul Hansford

Over the last few years, installations of Infor CRM have been shifting from On-premise into the operating cost bucket (CAPEX to OPEX). We do see more new deployments launched in the Cloud (SaaS ‚Äď Software as a Service) than ever before. However, this trend is not universal to all customers because on premise has not gone away.¬† Infor CRM is one of the few solutions available in both On-premise and Cloud. Infor CRM is flexible and with its single tenancy model in the Cloud, a database can be moved either direction. One strong advantage to the On-premise story is that integration is a bit easier behind the firewall.

At Simplesoft our deployment pros have installed Infor CRM in many different ways including DMZ, with various proxies, Windows Authentication, and security ports like SSL for encryption and even with front end servers for the load balancing of web servers, etc.  Bottom line:  We find ways to make the Infor CRM installation work successfully and can think outside the box.

Today’s article provides some tips and hints to prepare for a successful On-premise installation.

1. Prepare the hardware platform / provision the servers

Starting with the compatibility guide, a customer can get a feel for the hardware needs, operating systems, and database editions and versions for the latest editions of Infor CRM.  There are many factors that make up the final configuration recommendations.  For example, the number of users can have a huge impact on how many servers are required for high demand setups or even how much data and which technologies need integrated.

2. Download the software needed and have the licenses ready

Infor offers a great portal for the management of items like licenses, software, patches, knowledgebase articles, and how to references via documentation.  The software and patches can be downloaded from the Xtreme Portal for installation.  The exact files and steps will depend on the version of Infor CRM that is needed.  We are happy to guide customers in all aspects of the software.

3. Prepare for the configurations

Here are few of the basics that need to be prepared before the installation to maximize the results:

  • Service users setup and reviewed
  • SQL Native client software installed on non-database servers
  • Turn off windows firewall, UAC, ESC settings with exceptions configured (for various connectivity and security)

These steps will help avoid issues in the installation process.

4. Consider the prerequisites

With each version of any software there are various components that, when installed properly, make the general software install go smoother and reduce waiting time.

  • Install the software required for the various components of Infor CRM like web services
  • Install the software for testing features (browsers, PDF readers, and installer software)
  • See the implementation guide for the exact details for the latest version.

5. Installation and configuration

The installation varies for the version of the software and how many servers are needed for a particular configuration or security requirements.   A 200 user setup is different than a 10 user setup.  We are experienced at many complex configurations.

6. QA the results

Follow the standard Simplesoft quality checks to ensure the software is installed, services running, and features configured properly for optimized results.

With any enterprise tool there are potential pitfalls with the preparation and installation steps.  With the guidance of Simplesoft Solutions, you can avoid a long deployment cycle and will have your users in the tool faster than without us.  Take our tips into consideration for long term success and getting things installed right from the beginning.

Mentally, the only players who survive in the pros are the ones able to manage all their responsibilities.
-Tom Brady

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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January 18th, 2016 by

Dear Paul,

Is there a practical way to use active directory for creating user profiles in Infor CRM (Saleslogix) for my on-premise deployment?

Absolutely, thanks for asking!  Remember you can always reference the Help files, but please find the step-by-step instructions below.

Overview

The ability to login and use Infor CRM is determined by user profile in the Web Client.¬† There are additional actions that are determined by roles. You can create any number of users to Infor CRM if you have at least one concurrent license type added.¬† Typical users are setup with a Network license type.¬† With an ‚Äúon premise‚ÄĚ deployment, the most effective way to create a user profile is using the LAN Administrator and using the Windows import option using a template at the same time.¬† This allows the employee information to come from Windows AD settings and the rest of the tabs are set by a template setting.¬† Lastly, add the appropriate role to the user profile in the web client.

Scenario

One of the best practices for settings up users is to setup the user via the LAN Administrator. In this how-to document we will outline the steps to create a user profile to provide individuals who should have access to Infor CRM the access they need to get started.

Assumptions:  Windows Active directory users are accessible with employee information, licenses are available, template is setup, and administrative login credentials are available to the Administrator and Web client.

Overview Steps

Use the following steps to complete the setup confirmation:

  • Login to the server with the LAN Administrator.
  • Create the new user or users.
  • Confirm the tab settings.
  • Login to the Web Client.
  • Add Standard User role to user profile.
  • Test the user Access.
  • Share the results to the end user(s).

Detail Steps

Login to the server with the LAN Administrator.

  1. Connect RDP to the server with the LAN administrator installed.
  2. Login to the Administrator as admin user.

Create the new user or users.

  1. Select the Users icon on the right navigation.
  2. From the menu, Insert | Import Users -> From Windows…
  3. In the Search For area, type the name for setup
  4. Select the user Type option
  5. Select the template
  6. Uncheck Use Windows Authentication
  7. Select Create user(s) icon
  8. Choose OK

Confirm the tab settings.

  1. In the list of users, double click the user profile
  2. Select the Client System tab
  3. Confirm the Default Owner settings.
  4. Review the employee settings.

Login to the Web Client.

  1. Open Firefox and go to the URL of the web client.
  2. Login as the admin user.

Add Standard User role to user profile.

  1. Select administration.
  2. Select Roles.
  3. Select Standard User role.
  4. Select the ‚Äė+‚Äô icon to search for new user profile added.
  5. Add the new users to the Standard User roles.
  6. Select the Save icon to confirm the changes are saved.

Test the user Access.

  1. Login as the newly created user.
  2. Confirm the access to the menus and buttons on detail screens.
  3. Select Sales on the navigation.
  4. Confirm items include (Accounts, Contacts, Leads etc.) to confirm the typical Standard user access.

Share the results to the end user(s).

  1. Communicate to the end users and let them know that they have the ability to login and perform their routine sales, marketing, and support actions.

This is the best practice to create a standard user for a situation in which the business administrator has access to both the LAN Administrator and the web administrator access for setting up new users.  Additional considerations may need to be factored for custom configurations or differences in versions/releases over time.

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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January 5th, 2016 by

I am looking forward to 2016 as I look back to positive strides that Infor has made to the Infor CRM product stack.  I thought I would mention a few highlights as we begin 2016.

1. Mobile continues to be a cutting edge toolset for Ipad, Iphone, and Android.

2. Purpose built applications (PBA) will continue to be improved and have international capabilities.

– Xbar
– Gmail
– Outlook Sync

3. Browser compatibility continues to keep up and improve.

4. Web client continues to be improved and refreshed with Infor’s Hook and Loop designs.

5. Infor CRM v8.2.x LAN client is stable and the v8.3 release is around the corner.

6. Cloud continues to expand offerings (from Single tenant models to multi-tenant) to lower the entry points.

7. Integrations are becoming more available with ION and Sdata for the Infor ERP offerings and other Accounting systems.

8. Tools to help automation tuning and performance of Windows components.

9. Released and updated Advanced Analytics for metrics visibility and decision making.

So here is to 2016 and the positive changes that Infor will continue to bring to our customer base. As we begin to look forward here are a few items I believe are on the horizon with Infor CRM:

– The strategic emphasis on micro vertical markets and industry solutions.
– Game-changing interface improvements for user adoption.
– More purpose built applications and tools for improved productivity.
– Deeper integration with Infor product stacks.
– ERP, CPQ, Ming.le integrations.

Attend the Q1 Heartland Users Group Meeting on Tuesday, January 12th and learn more about Infor CRM for 2016! Click to register – Planning for an Agile Enterprise with Infor CRM.

The best thing about the future is that it comes one day at a time.

– Abraham Lincoln

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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December 23rd, 2015 by

Dear Paul,

Its seems our indexupdates table is growing.  What can be done?

Although this is an older issue and now corrected, you should still monitor the table to make sure that the indexupdates table is cleaning up after itself.

There are a few short steps for the potential resolution (the steps can be time consuming but they are not difficult) with SpeedSearch rebuilding.  I have some standard disclaimers because Speedsearch is very heavy on the Disk I/O and needs to be performed off hours when users are not on the system.  The steps below are easy but could take a long time to run depending on the amount of records in the database especially the history table.

  • First, backup your production Saleslogix database.
  • Second, truncate your indexupdates table.
  • Third, rebuild the indexes.
  • Fourth, test the results.
  • Lastly, communicate the results of the work.

Let’s review more details below ( I have a few more details than above):

My Standard Disclaimers apply.

==========================================

  1. Kick off the users.
  2. Perform work off hours.
  3. Back up your database with verify options.
  4. Run the truncate table command on the indexupdates table.

Open up SQL Query analyzer, change the <Saleslogix Database Name>; to the name of your saleslogix database name and remove the <> characters and verify the following.  The Infor CRM (Saleslogix) kb article had the table name singular, but I believe it is plural, so correct me if I am wrong.

USE <Saleslogix Database Name>;

GO

SELECT COUNT(*) AS BeforeTruncateCount FROM sysdba.indexupdates;

GO

TRUNCATE TABLE sysdba.indexupdates;

GO

SELECT COUNT(*) AS AfterTruncateCount FROM sysdba.indexupdates;

5. Stop the speedsearch service

6. Go to the Saleslogix Speedsearch folder with the Speedsearch indexes

Go to the SpeedSearch share folder as noted in the SpeedSearch configuration

7. Remove /backup the contents of each folder  (Note: not the folders themselves)

8. Start the Saleslogix speedsearch service

9. Login to the administrator as admin user

From the menu, Manage SpeedSearch Configurations

Schedule tab

Rebuild all the Full indexes

Rebuild all the incremental indexes  (this could take a while)

10. Test the results in the Saleslogix client/Web client or using SpeedSearch client in the network client.

11. Communicate the test results back to operations as needed.

Going forward it is good practice to review and optimize the Speedsearch index schedules to confirm they are running at staggered times. E.g. not all running at 12:00 AM, 6:00 AM which is not optimal, but is the typical default.  You may also have indexes running for areas that are not being used as well.  Speedsearch is a great tool and works well, but needs to be monitored and optimized.

Be sure you put your feet in the right place, then stand firm.

– Abraham Lincoln

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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December 9th, 2015 by

The Saleslogix Profiler provides a database independent profiling application to trace SQL and performance counters throughout the execution path of the provider. Saleslogix applications (such as the Network Client or Web Client) that use the OLE DB Provider can be traced. The Saleslogix Profiler (SLXProfiler.exe) is located in C:\Program Files\Saleslogix. In earlier versions of Saleslogix, I have had sporadic issues with SLX Profiler not profiling applications correctly.

Here are some quick steps to make sure SLX Profiler is working properly.  For mass data changes and system work, I recommend the work be completed when users are not on the system and after the database has been backed up. It is important to make sure this work is completed when no one is using the Web client.

Tasks to correct SLX Profiler not running right:
ÔŅĹ
Stop IIS (iisreset /stop)
Stop all SLX services/apps
Stop all web related services
Delete the temp file
Then go delete anything in C:\ProgramData\SalesLogix\Profiler.ÔŅĹ
Restart SLX services
Start IIS (iisreset /start)
Restart other services
ÔŅĹ
Test the results and see if SLX Profiler can profile the applications/services again.

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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