Installation Troubleshooting Steps for ExactTarget for Microsoft Dynamics CRM 4.0

Installation Fails While Attempting to Import Customizations

This situation usually occurs because Dynamics CRM customizations failed to import in a timely fashion.  Follow these steps to re-import the customizations and restart the installation process:

1. Cancel the installation and let the installation program roll back the changes.
2. Obtain the ExactTarget customizations file from ExactTarget.
3. Repeat installation process and click No to prompt to import customizations.
4. Export all existing customizations for Campaign Response, ISV.Config, Marketing List, and Site Map.
5. Import ExactTarget customizations (the customizations included in the ETCustomizations.xml file).
6. Publish all customizations.

Connector Service Fails to Install

The connector service fails to install if you provide incorrect service account information. To correct this problem, do the following:

1. Open the Services console at Start->Administrative Tools->Services.
2. Locate the ExactTargetMSCRMConnector service and open the properties for the service.
3. Click the Login tab and re-enter the login information for the service.
4. Restart the service.

Connector Service Fails to Connect to the ExactTarget Account

Ensure that the server on which the connector is installed can reach the IP addresses listed below:

• S1 Instance: 66.231.94.118 on port 443
• S4 Instance: 66.231.94.116 on port 443

Also, be sure to whitelist the IP addresses found in this link.

Ensure that your Dynamics CRM client sessions and servers can reach the following URLs:

• S1 Instance: https://members.exacttarget.com
• S4 Instance: https://members.s4.exacttarget.com
• S6 Instance: https://members.s6.exacttarget.com

Finally, if you use the optional add-ons, make sure the server can access the following sites owned by ExactTarget:

• http://www.exacttarget.com
• http://pages.exacttarget.com
• http://www.memberlandingpages.com
• http://wiki.memberlandingpages.com

CRM Service User Data Blank in Registry Utility After Install

If you launch the ExactTarget Registry Utility and notice that the value for the CRM Service User field is blank, the connector service did not start as expected. To correct this problem, do the following:

1. Open the Services console at Start->Administrative Tools->Services.
2. Locate the ExactTargetMSCRMConnector service and open the properties for the service.
3. Click the Login tab and re-enter the login information for the service.
4. Restart the service.

Error Message in Connector Log File - WSE065: Creation Time of Timestamp is in Future

If this error is present in the connector log file, the server running the connector service has a time discrepancy with the ExactTarget web service server. When a server that is running the connector service is more than five minutes ahead or behind, the integration will not work. To correct this problem, update your server to synchronize time with the U.S. Naval Observatory master clock.

Compilation Error on ExactTarget Emails Grid

If you launch Microsoft Dynamics CRM, navigate to the ExactTarget Emails grid, and see a "Compilation Error," then you most likely have .NET 3.5 installed.

The ExactTarget integration was build on the .NET 3.0 Framework, so the installation of .NET 3.5 requires additional modifications to the ExactTarget web.config file. To correct this problem, do the following:

1. Navigate to the web.config file for the ExactTarget virtual directory (this would normally be located in C:\Inetpub\ExactTarget\web.config)
2. Locate the end of the "configSections" node. This should also be right where the "appSettings" node begins:

</configSections>
    <appSettings />

3. Put the following "runtime" node between the end of the "configSections" node, and the beginning of the "appSettings" node:

<runtime>
    <assemblyBinding xmlns="urn:schemas-microsoft-com:asm.v1">
        <dependentAssembly>
            <assemblyIdentity name="System.Web.Extensions" publicKeyToken="31bf3856ad364e35"/>
            <bindingRedirect oldVersion="1.0.0.0-1.1.0.0" newVersion="3.5.0.0"/>
        </dependentAssembly>
        <dependentAssembly>
             <assemblyIdentity name="System.Web.Extensions.Design" publicKeyToken="31bf3856ad364e35"/>
            <bindingRedirect oldVersion="1.0.0.0-1.1.0.0" newVersion="3.5.0.0"/>
         </dependentAssembly>
    </assemblyBinding>
</runtime>

Proxy Troubleshooting

The ExactTarget for Microsoft Dynamics CRM integration may be affected by the installation of a proxy solution. Because there are many different hardware and software solutions available to satisfy your proxy requirements, this section cannot be an all-encompassing guide. Instead, this section can provide you a first step to resolving issues you might encounter with installing ExactTarget in tandem with a proxy solution.

In order for ExactTarget for Microsoft Dynamics CRM to work between Dynamics CRM and ExactTarget, the following must be true:

1. Your Dynamics CRM server needs to be able to access the ExactTarget web services.
2. Traffic from your Dynamics CRM server should be able to pass through your proxy server to exacttarget.com without authentication.

If your system cannot meet these requirements, or if you encounter issues during installation or when attempting to validate the installation, please review the items below for help.