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Portal users occasionally receive a generic error message that may leave them feeling frustrated and stuck. In today's blog, we'll explain why this happens, what's been done to fix it, and what you can do when this happens to you…
The Problem
Occasionally, portal users report receiving the following error message:
In particular, this seems to occur when requesting a password reset or a confirmation email from the ADX Portal (or similar activities that result in an email being sent from the CRM server). There are several scenarios in which the portal may fail.
The Cause
Portal emails are sent by workflows and activities. When those fail, the exception is not bubbling up to the web application and the generic message is produced.
If the portal is on-premises, users may try going to http://
Otherwise, the following checklist may help. In almost all cases, following the checklist will eliminate the problem.
The Solution: Checklist
While our list is extensive, it is not, of course, exhaustive. For example, we assume that the CRM is configured for the Server-Side Synchronization – in cases of Router use, more things could go wrong and they are not covered here. Also, the checklist assumes the email server behaves properly and the portal itself is properly set up.
So far, we have encountered and fixed the following reasons for email failure:
Summary
As described herein, nearly all of the causes for the "We're sorry, but something went wrong" error message have been identified and solutions are available. However, ADX Portal behavior may reveal bigger underlying problems in CRM, and receiving this error may signal a need to check all of the workflows and activities designed to send emails for business purposes. We always recommend regression testing the entire system after substantial configuration changes are applied. Doing so will keep your clients and business happily CRM'ing!