Known Issues

Known errors & workarounds with KeyNamics.

Certain errors will generate log entries, so if something goes wrong, it's always worth checking that Logging is enabled when looking for errors. To enable logging ensure the "Trace Flag Error Log" setting within Settings is enabled.

TIP Logged errors will either appear in the Exception field within the log entry or in some circumstances, could appear in the Startup XML Response field.

Listed below are common issues and errors that may occur...

After importing the KeyNamics solution the model driven app is not clickable under the "Apps" area within Dynamics

After importing the KeyNamics solution ensure you've published all customizations from the KeyNamics solution page. You can see an example of this below...

After customization's have been published the KeyNamics application should be clickable from the list of application within your Dynamics environment.

Object reference not set to instance of an object when launching Keyfax via KeyNamics within the browser consol

When launching KeyNamics you may see the above error within the browser console. This error can be caused due to a mismatch between the company and mode mappings. This may also occur if no start-up template exists for the given company and mode. Please review mode and company mappings / translation rules to ensure these are accurate. Also ensure the start-up template exists as a settings for the intended company / config code and mode.

At minimum ensure a global mode mapping exists with the following code...

web=RD,mobile=RD,outlook=RD,repairs=RD,enquiries=FL,repairs-online=ROL,enquiries-online=EOL

Failed to retrieve Keyfax Configuration data. URL='https://KfServer/InterView/templates/KeyNamics/startupRD.xml' Error: The remote server returned an error: (404) Not Found.

Keyfax was unable to retrieve the configuration data defined by the Config or Company mapping If there's nothing obviously wrong with the mapping, contact Support.

No 'RECEIVE FROM KEYFAX' mappings found.

At least one mapping that specifies script data to be received from Keyfax must exist.

Keyfax user '[User name]' is not defined or enabled

Every Dynamics user must exist in Keyfax before scripts can be launched.

STATUS not found for ([Configuration name]) guid '9572834d-7270-4cca-a672-a6e5e5e53bd8'

The most probable cause of this is lack of connectivity. If you copy the URL from the Settings page:

and paste it into a browser address bar, if an error is returned, you should consult your IT infrastructure team.

The launch button does nothing (and hasn't rendered correctly)

Part of the status window may appear and this indicates that a problem has occurred when loading the web resource that presents the Keyfax frame. Typically, it will apear as this:

In most cases, this will indicate a problem with a specific browser or browser version. Please contact support.

A valid form is required! Please ensure all required fields on the form are complete and correct before launching Keyfax.

If there are any incomplete mandatory fields on the current form, Keyfax diagnostics cannot be launched. Check all fields in all relevant tabs e.g.

Script yet to run

This simply indicates that the diagnostic has not begun.