"An error has occurred. Try this action again" error occurs when logging into Microsoft Dynamics CRM

  • Article

This article helps you fix an issue in which you get can't log into Microsoft Dynamics CRM.

Applies to:   Microsoft Dynamics CRM 2016
Original KB number:   4467365

SymptomsS

When logging into Microsoft Dynamics CRM, the following error is presented to the user.

An error has occurred.
Try this action again. If the problem continues, check the Microsoft Dynamics CRM Community for solutions or contact your organization's Microsoft Dynamics CRM Administrator. Finally, you can contact Microsoft Support.

Enabling platform tracing and reviewing the trace logs after reproducing the error, administrators will see the following logged.

Process: w3wp |Organization:00000000-0000-0000-0000-000000000000 |Thread: 19 |Category: Application |User: 00000000-0000-0000-0000-000000000000 |Level: Error |ReqId: <ReqId> |ActivityId: <ActivityId> | HttpApplication.RecordError ilOffset = 0x41
at HttpApplication.RecordError(Exception error) ilOffset = 0x41
at PipelineStepManager.ResumeSteps(Exception error) ilOffset = 0xEE
at HttpApplication.BeginProcessRequestNotification(HttpContext context, AsyncCallback cb) ilOffset = 0x31
at HttpRuntime.ProcessRequestNotificationPrivate(IIS7WorkerRequest wr, HttpContext context) ilOffset = 0xB0
at PipelineRuntime.ProcessRequestNotificationHelper(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags) ilOffset = 0x131
at PipelineRuntime.ProcessRequestNotification(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags) ilOffset = 0x0
at UnsafeIISMethods.MgdIndicateCompletion(IntPtr pHandler, RequestNotificationStatus& notificationStatus) ilOffset = 0xFFFFFFFF
at UnsafeIISMethods.MgdIndicateCompletion(IntPtr pHandler, RequestNotificationStatus& notificationStatus) ilOffset = 0xFFFFFFFF
at PipelineRuntime.ProcessRequestNotificationHelper(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags) ilOffset = 0x1E7
at PipelineRuntime.ProcessRequestNotification(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags) ilOffset = 0x0
>Request https://ServerName.domain.com/CrmOrganizationName/default.aspx failed with exception System.NullReferenceException: Object reference not set to an instance of an object.
at Microsoft.Crm.Application.Utility.Util.GetConfigurableThemeStyleParameters()
at Microsoft.Crm.Application.Utility.Util.GetConfigurableThemeStyleSheetUrl()
at Microsoft.Crm.Controls.Header..ctor(Boolean isControlHeader)
at Microsoft.Crm.Controls.BasicHeader..ctor()
at Microsoft.Crm.Application.Controls.AppHeader..ctor()
at ASP.default_aspx.__BuildControlcrmHeader()
at ASP.default_aspx.__BuildControlTree(default_aspx __ctrl)
at ASP.default_aspx.FrameworkInitialize()
at System.Web.UI.Page.ProcessRequest(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
at System.Web.UI.Page.ProcessRequest()
at System.Web.UI.Page.ProcessRequest(HttpContext context)
at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()
at System.Web.HttpApplication.ExecuteStepImpl(IExecutionStep step)
at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)

Cause

One possible cause for this error is that the OrganizationBase table in the OrgName_MSCRM database is missing theme information from the DefaultThemeData and the HighContrastThemeData columns.

Administrators can confirm this by running the following SQL query.

Select DefaultThemeData, HighContrastThemeData from OrganizationBase

If one or both of the above columns are blank, this is more than likely the cause of the problem.

A similar error may occur if the ThemeBase table is empty.

Resolution

To resolve the error, SQL Server administrators must update the OrganizationBase table so that it reflects the default and/or high contrast theme information.

The following query will update the OrganizationBase table with the default out of the box theme data.

Update OrganizationBase set DefaultThemeData = 
'<theme themeId="f499443d-2082-4938-8842-e7ee62de9a23" updateTimeStamp="636054720539124867">
 <globallinkcolor>#1160B7</globallinkcolor>
 <selectedlinkeffect>#B1D6F0</selectedlinkeffect>
 <hoverlinkeffect>#D7EBF9</hoverlinkeffect>
 <navbarbackgroundcolor>#002050</navbarbackgroundcolor>
 <navbarshelfcolor>#DFE2E8</navbarshelfcolor>
 <headercolor>#1160B7</headercolor>
 <controlshade>#F3F1F1</controlshade>
 <controlborder>#CCCCCC</controlborder>
 <processcontrolcolor>#D24726</processcontrolcolor>
 <defaultentitycolor>#001CA5</defaultentitycolor>
 <defaultcustomentitycolor>#006551</defaultcustomentitycolor>
 <backgroundcolor>#FFFFFF</backgroundcolor>
 <logoid/>
 <logotooltip>Microsoft Dynamics CRM</logotooltip>
</theme>'

Update OrganizationBase set HighContrastThemeData =
'<theme themeId="f499443d-2082-4938-8842-e7ee62de9a23" updateTimeStamp="636054720539124867">
 <globallinkcolor>#1160B7</globallinkcolor>
 <selectedlinkeffect>#B1D6F0</selectedlinkeffect>
 <hoverlinkeffect>#D7EBF9</hoverlinkeffect>
 <navbarbackgroundcolor>#002050</navbarbackgroundcolor>
 <navbarshelfcolor>#DFE2E8</navbarshelfcolor>
 <headercolor>#1160B7</headercolor>
 <controlshade>#F3F1F1</controlshade>
 <controlborder>#CCCCCC</controlborder>
 <processcontrolcolor>#D24726</processcontrolcolor>
 <defaultentitycolor>#001CA5</defaultentitycolor>
 <defaultcustomentitycolor>#006551</defaultcustomentitycolor>
 <backgroundcolor>#FFFFFF</backgroundcolor>
 <logoid/>
 <logotooltip>Microsoft Dynamics CRM</logotooltip>
</theme>'

Note

The above themeid's in both SQL update statements are not unique to your organization. These are the default ID's for any out of the box Microsoft Dynamics CRM themes.