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What to do if I get an error or a blank screen when opening Marketing or Service in SuperOffice CRM?

When I try to open Marketing or Service I get an error: 

A Netserver exception occured: Service call failed with exception User.SaveUser [SR_INVALID_USERNAME] [SR_ADMIN_USER_NAME_ALREADY_EXIST]

Why does it happening, and how do I fix it?



or blank screen:



 

 

There are two known situations when this error happens:

 

When Service config file has incorrect values

The solution is to correct the values in the Config file. Check this article to learn more.

 

When the System user was not created with ID = 1 during the installation.

When you run eJtermsetup.exe to install Service a System user should be created in the eJuser table with record id = 1. When you enabled Service/Complete license for a user before running eJtermsetup.exe the user gets a record id = 1 (not system user) and this causes the described problem. To confirm please run the query: select * from crm7.ejuser

This is how the results in the database should look like:

This is the example of a mistake:

 

Note! The fix needs to be applied directly to the database. Contact your IT responsible or SuperOffice Consultant for this task.

The solution is to fix an ID order in the eJuser table. Please follow the steps below to do it:

  1. Open Settings & Maintenance and disable the Service/Complete license for the user which has ID = 1
     
  2. In the Associate table in the database, update the eJuserID to 0 on the user record, which has ID = 1 in the test.
     
  3. Run this query:

    update crm7.EJUSER set loginname = '(System)', username='(System)', firstname='', lastname='', access_level=16762879, status=127, signature=NULL, notify_mask=0, email_mask=0, sms_mask=0, language='en', dictionary='en', flags=0, last_category=-1, login_attempts=0, new_gui=1,  picture_id=-1, num_expanded_messages=3 where id = 1
     
  4. Then open Settings & Maintenance again and you can change back the user plan to the user which had ID 1 in the database before.

     

More information

Forum: Exception in 8.5 R09 ejTermSetup on a new server