CRM Connector - Setting up and troubleshooting the connection to Sage 200 Extra from Sales Marketing and Service

This article explains how to set up a connection between Sage 200 Extra or Sage 200c Professional and the Sales, Marketing and Service module (formerly known as CRM).

Before you can import records, you need to select the 'Display ERP Accounts' button. If this retrieves a table of records, the connection has been established successfully. If an error message is displayed, refer to the following points and check the setup where necessary.

Checking the connection

  1. Select Administration > Sage CRM Connector > S200 Account Migration tab > .
  2. If the connection is successful, a table of records is displayed.


  3. Verify that the list of companies displayed represents the correct company/companies you wish to import from using the table on the right of the page. If this is incorrect or you wish to change it prior to importing, ensure you have amended the relevant setting as stated in the Deployment and Installation Guide or alternatively, please refer to Ask Sage article 34437.


    Note: If you have changed the AccountMigration.asp file to import data from specific companies only, this list will not reflect that change as it reads all companies from the gateway proxy. We recommend you check you have set the correct company IDs in the file before continuing if necessary.

  4. To import the records from the companies stated, select Import and sync.
  5. The progress bar will refresh intermittently whilst the records are imported. Once 100% is shown, the progress bar turns green. Select to finish.


  6. The S200 Account Migration tab in the Sage CRM Connector screen now shows the updated 'Last Synced Date'.

Troubleshooting the connection

If an error message is displayed whilst attempting to import the initial set of records, refer to the table below and if necessary, carry out the steps required before trying again.

Error and possible causeResolution

Error:

EnbuDataTranslator::GetADoObject, Error in Response

Cause:

Credentials for the Sage 200 Services user have not been entered within the Enbu Products Configuration section or are incorrect.

  1. Select Administration > Enbu Products Configuration > Change.
  2. In the Optional Auth. Logon box, enter the domain name and username of the Sage 200 Services user. For example, sage-server\S200Services.
  3. In the Optional Auth. Password box, enter the password of the Sage 200 Services user entered in the previous step.
  4. Select Save.

Error: WS : ConnectionScope. Error making connection to Sage200 Service for Object:
CustomerLookup, using CompanyId : 1 (Logon failed due to unexpected error. Please check if
the Sage200Configuration database is configured and running. (Message was: An anonymous
identity cannot perform an impersonation.))

Cause: Anonymous Authentication has not been disabled for the EnbuGateway Application Pool within IIS.

  1. Within IIS, select Sites > Default Web Site > EnbuGateway.
  2. Select the Authentication from the Features panel.
  3. Right-click on Anonymous Authentication and choose Disable.

Error: WS : ConnectionScope. Error making connection to Sage200 Service for Object:
CustomerLookup, using CompanyId : 1 (Cannot open database "Sage200Configuration"
requested by the login. The login failed. Login failed for user 'NT AUTHORITY\SYSTEM'.)

Cause: The identity of the EnbuGateway Application Pool has not been set correctly. By default, this is set to LocalSystem. This needs to be set as the Sage 200 Services user.

  1. Within IIS, select Application Pools.
  2. Right-click on EnbuGatewayAppPool > Advanced Settings...
  3. In the Identity field, select the button > Custom Account > Set...
  4. Enter the User name in the format of domain name\username. For example, sage-server\S200Services. Enter the password in the remaining fields > OK > OK > OK.

Error: WS : ConnectionScope. Error making connection to Sage200 Service for Object: CustomerLookup, using
CompanyId : 1 (Logon failed due to unexpected error. Please check if the Sage200Configuration
database is configured and running. (Message was: Could not establish trust relationship for the SSL/TLS
secure channel with authority 'localhost:10443'.))

Cause: A secure connection is required between the two programs. The username to do this by default is localhost but this is not compatible with secure addresses. This needs to be set as the Sage CRM server name.

  1. On the CRM server, browse to the CRM installation directory. By default, this is C:\Program Files (x86)\Sage\CRM\CRM. Then select the WWWRoot folder.

    Tip:If Sage CRM and Sage 200 Extra are not installed on the same server, the default path to browse to is C:\Program Files (x86)\Enbu Consulting\Sage CRM Connector.

  2. Browse to CustomPages\Enbu\Framework\Server\EnbuGateway.
  3. Open the web.config file with Notepad. Search for the line that reads '< add key="ServiceBaseAddress" value=https://localhost:10443 />' . Change the word 'localhost' to the name of the CRM server. For example, "https://sage-server:10443".
  4. File > Save > File > Exit.

Error: WS : Error initialising Sage 200 Connection, check Sage 200 is correctly installed on server

Cause: The correct path to the Sage 200 Extra installation has not been specified in the configuration file.

  1. On the CRM server, browse to the CRM installation directory. By default, this is C:\Program Files (x86)\Sage\CRM\CRM. Then select the WWWRoot folder.

    Tip:If Sage CRM and Sage 200 Extra are not installed on the same server, the default path to browse to is C:\Program Files (x86)\Enbu Consulting\Sage CRM Connector.

  2. Browse to CustomPages\Enbu\Framework\Server\EnbuGateway.
  3. Open the web.config file with Notepad. Search for the line that reads '< add key="S200 Install Path" value="C:\inetpub\Sage 200 App Services\Sage200Services\Bin" />' . Change the path so it points to the Bin folder on the Sage 200 Extra server.

    Tip: This path is correct by default and rarely needs to be changed. If unsure, please refer to your IT support team.

    Note: If using Sage 200 Extra 2011, this path needs to be set as the Sage 200 installation directory instead. For example, C:\Program Files (x86)\Sage\Sage200.

  4. File > Save > File > Exit.

Error: WS : ConnectionScope. Error making connection to Sage200 Service for Object: CustomerLookup,
using CompanyId : 1 (Connection parameters are not entered. Please enter correct values to
configuration file.)

Cause: The correct path to the Sage 200 Extra credentials file has not been specified in the configuration file.

  1. On the CRM server, browse to the CRM installation directory. By default, this is C:\Program Files (x86)\Sage\CRM\CRM. Then select the WWWRoot folder.

    Tip:If Sage CRM and Sage 200 Extra are not installed on the same server, the default path to browse to is C:\Program Files (x86)\Enbu Consulting\Sage CRM Connector.

  2. Browse to CustomPages\Enbu\Framework\Server\EnbuGateway.
  3. Open the web.config file with Notepad. Search for the line that reads '< add key="credentialsFile" value="C:\sage\logon\credentials.xml" />' . Change the path so it points to the credentials file within the Sage 200 shared folder on the Sage 200 Extra server.

    Tip: This path is correct by default and rarely needs to be changed. If unsure, please refer to your IT support team.

  4. File > Save > File > Exit.

Error: WS : ConnectionScope. Error making connection to Sage200 Service for Object:
Customer, using CompanyId : 1 (Invalid user name or password)

Invalid details; please review and try again

Cause: The credentials used to log in to Sage 200 Extra as the CRM user or the Sage share location in web.config are incorrect.

  1. In Sage 200 System Administration, select Users. Make a note of the nominated CRM user name and obtain the correct password associated to it.

    Tip:If you have not yet set up a user name solely for use with CRM, please refer to the Installation and Deployment Guide for details on how to do this.

  2. Browse to the CRM installation directory. Typically, this is C:\Program Files (x86)\Sage\CRM\CRM.
  3. Browse to WWWRoot > CustomPages > Enbu > Framework > Server > EnbuGateway.
  4. Open the web.config file with Notepad. Check the line that begins '<add key="credentialsFile">' is pointing to the correct location of the credentials.xml file. This will need to be changed if you have changed the Sage share folder from the default location of C:\Sage\Logon.
  5. Search for the line that reads '< add key="Sage200UserName" value="xxx" />' (where xxx is the user name value) . Change the value so it reflects the correct user name if necessary.

    Note: This step only applies if using Sage 200 Extra 2011. If you cannot locate this entry, please refer to the Deployment and Installation guide for details on how to add it.

  6. Search for the line that reads '< add key="Sage200Password" value="xxx" />' (where xxx is the password value) . Change the value so it reflects the correct password if necessary.

    Note: This step only applies if using Sage 200 Extra 2011. If you cannot locate this entry, please refer to the Deployment and Installation guide for details on how to add it.

  7. File > Save > File > Exit.

Error: Warning. no Accounts found to display, your default Finance database may not be set correctly. Contact Administrator,

Cause: This message is usually caused by incorrect setup with Sage 200 System Administration rather than Sage CRM. The company name detected on screen may also show as 'undefined'.

Check the following within Sage 200 System Administration.

  • Sage 200 Services user has been assigned to a role.
  • Sage 200 Services user assigned to a role with sufficient features enabled.
  • Sage 200 Services user must be assigned access to the relevant companies.

Note: This message also appears if you have made changes to the AccountMigration.asp file but have not reset IIS.

Log files

If you continue to experience an issue with the connection, you will need to refer to the log files available for the Connector and if you require technical support, you will need to have these to hand. You can also attach the files to your incident in Incident Manager. The logs can be found in the following locations:

  • C:\Program Files (x86)\Sage\CRM\CRM\WWWRoot\CustomPages\Enbu\Framework\S200\Logs.
  • C:\Program Files (x86)\Sage\CRM\CRM\WWWRoot\CustomPages\Enbu\Framework\Server\EnbuGateway\Logs.

Note: The above paths reflect a typical CRM installation. If the software was installed to a different location, you should amend the start of the above paths accordingly. If using a split-server deployment, the second path is located at C:\Program Files (x86)\Enbu Consulting\Sage CRM Connector\CustomPages\Enbu\Framework\Server\EnbuGateway (on the Sage 200 server which was used to install the Connector).