Hi,
The last few weeks our users have started getting the generic "An error has occurred" error message while working on the incident form. So far I have been unable to find any details about the error in any of our log files, or reproduce the error myself.
The error seems to happen 1 out of 15 times for our users when they work on the incident form (this might be why I haven't been able to reproduce the error myself). It usually happens either when they change the type of the incident (from a custom optionset), or when they create a note (annotation) on the form. It happens on both brand new incidents (create) and existing ones (update). It also happens on different browsers - at least Google Chrome 42.023, Internet Explorer 10 and Internet Explorer 11 has had the error. We are running CRM 2011 On-premise with rollup 18 installed.
The error started to occur after a big update where we also added a few things to the incident form. Most notable some new type options in our custom optionset, and some very simple javascript to support these new options (hide/show fields). I have tried to revert the javascript back to the old version, but that didn't help.
I have tried the following to find some error details:
- Looked in our custom log files on both CRM and SQL server.
- Looked in the Event Viewer on both CRM and SQL server.
- Enabled "Developer Errors" on the CRM server.
- Ran a CRM trace while a user was able to reproduce the error.
- Checked the browser console of a user who got the error.
The custom log and the event viewer had nothing (not even an entry at the time of the error). Enabling "Developer Errors" had no effect - the users still got the same generic error message. The CRM trace did not contain a single error either, and the browser console showed no errors or problems with the network traffic.
I have done the following to reproduce the error myself - with no luck:
- Attempted to change type on incidents, and creating notes (annotations) on them.
- Same as above, but with a custom user with the exact same settings as the users.
- Created a virtual machine with Windows 7 and Internet Explorer 10 (same as a user who reported the error), and attempted the same as above.
I suspect that the error is happening because of something on the form, but I don't know what that should be, and I am currently out of ideas.
Any help or suggestions would be very much appreciated!
