Known Problems

Know issues related to ActiveH Desktop and the Keyfax Client.

Error message "Please be advised - Object doesn't support this property or method"

This error can result if you created consecutive mail merge (letter) tasks and is caused by a problem with the tasking in CRM. It will appear as soon as CRM takes control back from the diagnostic popup. It is subsequently followed by a second message 'Object variable or With block variable not set' We understand from MIS-AMS that this will be resolved in Service Pack 1 of ActiveH 6.1.0. Any Keyfax sites moving to version 6.1.0 of ActiveH will require at least Service Pack 1.

The 'Keyfax' hyperlink is not visible or is disabled (greyed out) in ActiveH.

The possible reasons for this are:

• the Keyfax Client is not installed (or is not installed properly) - please check with your IT.

• the call handler has not been set up with the correct access role or permissions in ActiveH - please refer to your IT or MIS-AMS support desk.

• the call handler has not completed specific form field(s) - please refer to your IT or MIS-AMS support desk

The 'Keyfax' hyperlink is visible and not greyed out but Keyfax does not launch.

This can happen with a 'new' ActiveH database that has been moved from a different SQL server. To resolve this issue see 'Unable to connect to ActiveH database' below.

Where multiple instances of ActiveH and Keyfax are present (e.g. Live, Test, Training), unless the Keyfax Client or configuration settings are correct or ActiveH databases are synchronised, there may be user validation (and other) data-mapping problems.

This is probably best illustrated below:

Using Asynchronous Pluggable Protocols.

This is a rather verbose term to describe the initiation and passing of parameters to a desktop application via a browser URL. ActiveH supports 'drilldowns' whereby any application can fire off a 'link' and ActiveH pages pop up. The link takes the form (e.g.):

activeh://AccountDetails/1234

Currently, these links will not operate behind Keyfax's Message Button UNC/HTTP functionality but it will work as an HREF in a message, e.g:

In the above example you would need to drop in the account ref (and maybe ‘AccountDetails’ if that’s variable too) as bookmark(s).

SORs not being returned to CRM

When the Keyfax script completes and an SOR is raised, it will be mapped back to a code within the CRM system. This mapping may fail for a variety of reasons. One possible cause is that the SQL View created for the purpose of mapping (Shared_SYS_SOR_Active_SORs_v) needs to be recreated.

Priorities not returning to CRM

If the Priority codes in Keyfax match those in CRM yet on returning from a diagnostic script they are not being preselected in the dropdown list it is likely that the Priority has not been enabled for CRM and Tasking, i.e.

Failed to start Repair Finder. Please contact your system administrator.

When starting CRM, you may see the message below. Possible reasons for this are that the Client is incorrectly installed or the ProgID in the ActiveH configuration settings is incorrect; it should read 'KeyfaxMIS.KF_MIS':

Job Type not always populating in ActiveH

Randomly, it seems, the Job Type was not being populated after returning to ActiveH following a repair, This was originally logged under Support Ticket ref: KFX-04319-V8N9. This issue was resolved and a fix was made available by MIS in June 2019; this required deployment of a new version of the CRMGateway DLL (MIS ref: 104734).

Unable to connect to ActiveH database

This will cause the Client to fail when it attempts to launch Keyfax. It can also cause SQL Databox queries to fail. Ensure that the connection strings in the Keyfax configuration files and MISexchange files (note: the latter carry two connections) are correct and the SQL Server is accessible. Logins and credentials will normally be provided by MIS or a site's IT department. This Login must be a member of the ActiveHGRP role. If ActiveH databases have been moved to another SQL Server, it may be necessary to fix up orphaned users. Keyfax will usually be configured to connect using a SQL 'Keyfax' user (i.e. ALTER USER keyfax WITH LOGIN = keyfax).

Client window freezing

At two customer sites, investigations into reasons that the Keyfax Client window was freezing (on clicking the final page's Submit button) were a consequence of performance issues:

1. The cost threshold for parallelism configuration option in SQL Server was increased from 5 to 50. It is understood that best practice is to run with this set between 25-50.

2. The ActiveH telephone number search was changed from "contains" to "equals" as the former is very inefficient

3. The Rent Accounts table index was rebuilt and an additional index created on ‘EndDate’

4. A user-define (USR) View was tweaked

5. Configured the virus scanner exclusions in Windows Defender on the SQL Server. These were not set, so were scanning the SQL Server process plus the data and log files, and the Swap File.

Further, repeated clicking of the Keyfax launch button/link can cause this. Keyfax will ignore multiple clicks for up to 5 seconds after the original click was accepted. We believe that, subsequently, changes were also made in ActiveH to prevent multiple clicks.

User in ActiveH with blank username (sites using AssignedTo)

If a username with a name of ‘empty string’ exists in ActiveH, it will cause problems as we execute a lookup for every task, using this SQL found in the MISexchange file:

NOTE: '[value]' is replaced with the value found in the AssigngedTo node of the export XML:

DECLARE @hierarchy_ID as integer
SELECT @hierarchy_ID=o.hierarchy_ID
       from
              shared_organisation_hierarchy_t o (nolock) join shared_users_t s (nolock)
              on s.user_id = o.user_id where s.username_vc = '[value]' 

IF @hierarchy_ID IS NULL
       SELECT @hierarchy_ID=o.hierarchy_ID from shared_organisation_hierarchy_t o (nolock)
              join shared_departments_t d (nolock) on d.department_id=o.department_id
       where d.Description_VC = '[value]'

SELECT @hierarchy_ID

If the ActiveH username can’t be corrected, we can change our mapping by amending the query as follows:

DECLARE @hierarchy_ID as integer
IF '[value]' = ''
       SELECT ''
ELSE
BEGIN

       SELECT @hierarchy_ID=o.hierarchy_ID
              from
                     shared_organisation_hierarchy_t o (nolock) join shared_users_t s (nolock)
                     on s.user_id = o.user_id where s.username_vc = '[value]'

       SELECT @hierarchy_ID

       IF @hierarchy_ID IS NULL
              SELECT @hierarchy_ID=o.hierarchy_ID from shared_organisation_hierarchy_t o (nolock)
                     join shared_departments_t d (nolock) on d.department_id=o.department_id
              where d.Description_VC = '[value]'

       SELECT @hierarchy_ID

END