Troubleshooting Desktop Integration - Send to CRM and Record to History

Possible Causes and Solutions:

• The Desktop Integration Module is not installed.
• You must install the Desktop Integration Module.
• The Desktop Integration Module was installed before your browser was installed.
• If you installed your current browser after you installed the Desktop Integration Module, you must reinstall the Desktop Integration Module using your current browser.

This can occur if you installed Firefox after installing the Desktop Integration Module using Internet Explorer.

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

The default location is:

\\Documents and Settings\[username]\Local Settings\Application Data\ (Windows XP/2000/2003) or

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

Possible Causes and Solutions:

• The Desktop Integration Module is not installed.
• You must install the Desktop Integration Module.
• The Desktop Integration Module was installed before your browser was installed.
• If you installed your current browser after you installed the Desktop Integration Module, you must reinstall the Desktop Integration Module using your current browser.

This can occur if you installed Firefox after installing the Desktop Integration Module using Internet Explorer.

Possible Causes and Solutions:

• The Infor CRM Desktop Manager database information is not set up.
  • You must set your Desktop Integration 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 History Options in the Infor CRM Desktop Manager.

• 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 History Options in the Infor CRM Desktop Manager.

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:

• The Desktop Integration Module is not installed.
  • You must install the Desktop Integration Module.
• You can only drag and drop e-mails onto the Contact, Account, Lead, Opportunity and Ticket Detail views.