ConcourseSuite Support

11. 1/14/2008 9:56 PM EST

What application server are you running concourse in? If it's in tomcat you can find the log in $/logs/catalina.out. Try connecting to Outlook, and if you see any exceptions being written in the log you can post them here.

12. 1/15/2008 12:20 PM EST

By tom feltman

There is a way to debug the plugin - but you need to modify the windows registry. You can create an executable file and paste the following in (or simply edit the registry and change the entry show below so it has a value of 4).

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\VB and VBA Program Settings\Concourse Suite Outlook Add-In\Config]
"Logging"="4"

Once the entry is changed restart outlook to have the changed value take effect. Once you are finished debugging then reset the value to 0.
After this, there will be a file written to the folder C:\Documents and Settings\Administrator\Application Data\Concourse Suite Outlook Plugin that shows some of what is being sent between the plugin and the application.

The following is what you will see if the HTTP-API box is not checked, you are using a bad user name or a bad password:

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Tuesday, January 15, 2008 [DEBUG] Testing connection (executing test request).
Tuesday, January 15, 2008 [DEBUG] Getting user ID (admin).
Tuesday, January 15, 2008 [DEBUG] Sending server request: <transaction id="4"><meta><property>id</property></meta><userList action="select"><username>admin</username></userList></transaction>

Tuesday, January 15, 2008 [DEBUG] Sending request to server (http://192.168.11.18:8080/centric/ProcessPacket.do).
Tuesday, January 15, 2008 [DEBUG] Server response: <?xml version="1.0" encoding="UTF-8"?><aspcfs><response><status>1</status><errorText>Not authorized</errorText></response></aspcfs>

Tuesday, January 15, 2008 [DEBUG] Connection test failed.

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A successful test will look like the following:

Tuesday, January 15, 2008 [DEBUG] Testing connection (executing test request).
Tuesday, January 15, 2008 [DEBUG] Getting user ID (admin).
Tuesday, January 15, 2008 [DEBUG] Sending server request: <transaction id="3"><meta><property>id</property></meta><userList action="select"><username>admin</username></userList></transaction>

Tuesday, January 15, 2008 [DEBUG] Sending request to server (http://192.168.11.18:8080/centric/ProcessPacket.do).
Tuesday, January 15, 2008 [DEBUG] Server response: <?xml version="1.0" encoding="UTF-8"?><aspcfs><response id="3"><status>0</status><errorText/><recordSet count="1" name="userList"><record action="select"><id>3</id></record></recordSet></response></aspcfs>

Tuesday, January 15, 2008 [DEBUG] User ID found: 3.
Tuesday, January 15, 2008 [DEBUG] Connection test passed.

Also note that if you had an earlier version of the plugin installed that has to be uninstalled prior to installing this plugin. To do this properly, from inside outlook, select tools-> options -> other -> COM Add-ins and then remove the Centric plugin. After this shut down outlook. Go to the Admin -> add/remove programs and uninstall the Centric plugin. Reboot so you are sure the prior dll is completely removed from the system. Then run the setup program for the ConcourseSuite outlook plugin. Start outlook and configure the plugin using the preferences option. The user must have HTTP-API access granted in order for the plugin to be able to connect to Concourse suite.

13. 1/18/2008 11:51 AM EST

By Nigel Terry

Well I include below the file containing the Debug Trace. I seem to be getting a response, but not one that is acceptable.

Please advise. I have HTTP-API selected

Nigel

Friday, January 18, 2008 [DEBUG] Retrieving user time zone...
Friday, January 18, 2008 [DEBUG] Sending server request: <transaction id="1"><meta><property>timeZone</property></meta><userList action="select"><id>0</id></userList></transaction>

Friday, January 18, 2008 [DEBUG] Sending request to server (http://crm.terry-realty.com/ProcessPacket.do).
Friday, January 18, 2008 [DEBUG] Server response:
<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01//EN"
"http://www.w3.org/TR/html4/strict.dtd">
<html>

<head>
<title>Terry Realty CRM System </title>

</head>
<frameset rows="100%,*" border="0">
<frame src="https://terry-realty.ondemand.centriccrm.net//ProcessPacket.do" frameborder="0" />
<frame frameborder="0" noresize />
</frameset>

</html>
Friday, January 18, 2008 [DEBUG] Error retrieving user time zone: -2147220699, The character '>' was expected.

Friday, January 18, 2008 [DEBUG] Preferences menu item clicked.
Friday, January 18, 2008 [DEBUG] Testing connection (executing test request).
Friday, January 18, 2008 [DEBUG] Getting user ID (NigelTerry@Terry-Realty.com).
Friday, January 18, 2008 [DEBUG] Sending server request: <transaction id="2"><meta><property>id</property></meta><userList action="select"><username>NigelTerry@Terry-Realty.com</username></userList></transaction>

Friday, January 18, 2008 [DEBUG] Sending request to server (http://crm.terry-realty.com/ProcessPacket.do).
Friday, January 18, 2008 [DEBUG] Server response:
<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01//EN"
"http://www.w3.org/TR/html4/strict.dtd">
<html>

<head>
<title>Terry Realty CRM System </title>

</head>
<frameset rows="100%,*" border="0">
<frame src="https://terry-realty.ondemand.centriccrm.net//ProcessPacket.do" frameborder="0" />
<frame frameborder="0" noresize />
</frameset>

</html>
Friday, January 18, 2008 [DEBUG] Connection test failed.

14. 1/18/2008 5:42 PM EST

By Travis Dahlgren

Have you tried changing the server URL from "http://crm.terry-realty.com/" to https://terry-realty.ondemand.centriccrm.net/"?

15. 1/22/2008 4:41 PM EST

By Nigel Terry

Yes, tried that https://terry-realty.ondemand.centriccrm.net/ and http://terry-realty.ondemand.centriccrm.net/ all to no avail.

What does the debug log suggest is the issue?

16. 1/22/2008 4:55 PM EST

By Travis Dahlgren

Can you post another DEBUG with the Server URL as "https://terry-realty.ondemand.centriccrm.net/"?

In the last debug, it looks as though the tool attempted connection to "http://crm.terry-realty.com/" and errored when it received HTML from the source page (look as though your page is embedded in a frameset) with this line:

[DEBUG] Error retrieving user time zone: -2147220699, The character '>' was expected.

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