Troubleshooting Send to CRM and Record to History

Possible Causes and Solutions:

• Infor CRM Xbar for Microsoft Outlook is not installed.
  • You must install Xbar to use these features. See Installing Infor CRM Xbar for Microsoft Outlook for more information.

• Browse to the SLXDesktopManager.exe and open it manually. The location of this file depends on your operating system:

The default location is:

\\Users\<user.domain>\appdata\local (Windows 7/2008).

Possible Causes and Solutions:

• Infor CRM Xbar for Microsoft Outlook is not installed.
  • You must install Xbar to use these features. See Installing Infor CRM Xbar for Microsoft Outlook for more information.

Possible Causes and Solutions:

• The Infor CRM database information is not set up.
  • You must set your Outlook options. 

• The option to prompt for unresolved contacts or leads may be turned off. If a contact or lead cannot be found and you are not prompted to resolve those records, then the e-mail will not be recorded to history in Infor CRM.
  • Check your Send to CRM/Record to History settings in Infor CRM Options.

• Your options to prompt for duplicate contacts or leads may be turned off. If more than one contact or lead have the same e-mail address and you are not prompted to resolve those records, then the e-mail is recorded to history for the record that has the most history records.
  • Check your Send to CRM/Record to History settings in Infor CRM Options.

Possible Causes and Solutions:

• Desktop Manager is unable to communicate with the Infor CRM Server.
  • Desktop Manager will attempt to resend the e-mail message at specific intervals up to 24 hours after the first attempt. You will be notified each time the message fails to be sent.
  • Those intervals are 5 minutes, 10 minutes, 20 minutes, 45 minutes, 90 minutes, 3 hours, 6 hours, 12 hours and 24 hours.
  • After 24 hours Desktop Manager will no longer attempt to send the message.

Possible Causes and Solutions:

• Infor CRM Xbar for Microsoft Outlook is not installed.
  • You must install Xbar to use these features. See Installing Infor CRM Xbar for Microsoft Outlook for more information.

• You can only drag and drop e-mails onto the Contact, Account, Lead, Opportunity and Ticket Detail views.