Support

Troubleshooting the Installation

If you encounter problems during the installation of Resource Planner, verify the following configuration settings before contacting support.

IIS Configuration

Verify the following IIS settings:

• Ensure Enable Parent Paths is enabled.

• Open IIS.

• Right-click the CRM folder and select Properties.

• On the Virtual Directory tab, click Configuration.

• Enable the Enable Parent Paths option.

• Ensure Execute Permissions are configured to allow Scripts to run.

Refresh CRM Metadata

Refresh the Sage CRM metadata by navigating to:

Administration → System → Metadata

Restart IIS

Reset IIS after making configuration changes.

If any IIS policies have been modified, restart the server to ensure the changes take effect.

Troubleshooting Resource Planner

If you experience errors when accessing Resource Planner within Sage CRM, verify the Resource Planner configuration described in Section 2.3.

Check the following:

• Log in using a Sage CRM Administrator account or a user with equivalent administrative privileges.

• Navigate to Administration → Users → Users and verify that the appropriate Resource Planner access options are enabled for the user.

• Configure the required resources through Administration → Users → New User.

Note: Non-user resources should be configured as True. This identifies the account as a resource, allowing it to be used within Resource Planner without consuming an additional user license.

Database Requirements

Resource Planner is designed to operate with a populated Sage CRM database.

If Sage CRM is installed without sample or existing data, Resource Planner requires at least:

• One Company

• One Person

• One additional User (other than the Administrator)

Without these records, Resource Planner may generate errors during operation.

Windows Server 2008 / IIS 7 Configuration

If you are using Windows Server 2008 or IIS 7, verify the following settings.

Enable Active Server Pages

1. Click Start → Run.

2. Type INETMGR and press Enter.

Open ISAPI and CGI Restrictions.

1. Verify that Active Server Pages are Allowed.

Enable 32-Bit Applications

On Windows Server 2008, IIS does not allow Application Pools to run 32-bit applications by default. This may result in an HTTP 500 error when accessing Sage CRM or Resource Planner.

To enable 32-bit applications:

1. Click Start → Run.

2. Type INETMGR and press Enter.

3. Select Application Pools.

4. Right-click the CRM Application Pool and choose Advanced Settings.

1. Set Enable 32-Bit Applications to True.

2. Save the changes and restart IIS if required.