Sign in
Microsoft.com
 
Microsoft
 
 
 

locked
CRM Dynamics 2011 - Users Have to Click Links and Buttons Multiple Times RRS feed

 > 

  • Question

  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi all,

    We are currently using a hosted version of Dynamics 2011 (not CRM online). All in all we have been very happy with our implementation and with the application. Recently, we have been noticing that sometimes mouse clicks do not register for us as system admins nor for our end users. More often than not, 2-3 clicks are needed for even the simplest tasks such as opening a contact record. Instead of a single click on the link bringing up the contact form, users are required to wait and see if it opens and usually click at least one more time in order to get the form to open.

    Has anyone experienced a similar issue with mouse clicks not registering, or with having to click objects, links or buttons more than once? Note that we have not had this issue all the time, but seemingly out of nowhere our system began not registering mouse clicks consistently.

    Any thoughts / comments / suggestions? Any help would be appreciated.

    Thanks,

    kspicer

    Tuesday, September 13, 2011 2:11 PM

Answers

  • Question
    Sign in to vote
    0
    Sign in to vote

    I found 3 similar cases with this issue.  2 of them where solved after a reboot of the CRM server.  The other case was due to ISA and compression.  It is found that the HTTP responses from ISA server were not compressed. By default ISA server sends uncompressed responses to clients and after enabling compression on ISA it resolved the issue.

    Not sure if that will help your scenario but those were the only cases I could find with similar issues.  I would recommend opening a support request to get someone to look into it in more detail if this doesn't help.

    Thanks 

    Corey Hanson, Dynamics CRM Supportability PM
    Monday, September 19, 2011 9:44 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    I have resolved the issue on our two virtual servers.

    I checked through the IIS settings and dynamic compression was disabled on both virtual servers. I have since re-enabled it and done an IISRESET and now all three servers are working off a single click.


    • Proposed as answer by SteveGreen Tuesday, September 20, 2011 12:22 PM
    • Edited by SteveGreen Tuesday, September 20, 2011 12:23 PM
    • Marked as answer by Donna EdwardsMVP Tuesday, September 20, 2011 4:34 PM
    Tuesday, September 20, 2011 12:22 PM

All replies

  • Question
    Sign in to vote
    1
    Sign in to vote
    I haven't seen this issue before. Have you upgraded IE recently? Which version of IE are you using? Are you able to consistently reproduce the error on one computer?

    Neil Benson, CRM Addict and MVP at Customery Ltd. You can reach me on LinkedIn or Twitter. Join over 10,000 other CRM professionals on the Microsoft Dynamics CRM group on LinkedIn.

    Tuesday, September 13, 2011 3:45 PM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote

    No, we have not upgraded IE recently; my team and I as well as our user base are all using IE 8.

    We are able to reproduce the issue on one computer as well as multiple computers consistently.

    For example, navigating to the contact page and clicking the 'New Contact' button. It highlights on mouse over, it is clicked, but nothing happens and the button needs to be clicked again in order to for the click to register and open the new contact form. This happens every time a new area is navigated to (ie the contact home page grid view) but after an initial 2 clicks and successful contact form is opened, the button works on the first click from there on until we navigate to a different area of the application. Other examples of this behavior are a contact edit link (should be single click) or a case record open (should be double click; ususally have to double click twice)...

    Thanks again for your help and assistance.

    Tuesday, September 13, 2011 4:44 PM
  • Question
    Sign in to vote
    1
    Sign in to vote

    Wondering if you are experiencing performance issues masked as the need to double click.  For example, you navigate to Contact and click the New button but nothing appears to happen so you click it again and the form opens.  Wondering if there is some latency on the network or with the connection causing a delay in the form opening.  The assumption aligns with the behavior because you state that after you visit the same area a second or third time you don't notice the latency, the form loads quickly as expected.  This is most likely because the page is cached and I suspect if you cleared your cache and closed and reopened the browser, you would still notice latency because the page or form is no longer cached.

    Regards, Donna

    Wednesday, September 14, 2011 6:56 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    We are having exactly the same issue with an onpremise version. It does not have this issue when ran in Outlook. 

    Something has definitely been changed in a rollup as it did not have this issue when we first migrated to CRM 2011 earlier this year.

    We are running IE 9 but the same occurs in IE 8. Even if I run the browser on the CRM server itself the issue is identical.

    It is very annoying and we have a lot of disgruntled employees.

    If I run IE with the developer tools open and click a button or record hyperlink for the first time I can see that IE does a network GET request but nothing happens. Only on the 2nd click does it do anything. 

     

    This issue is mentioned several times over the internet with no solution. Microsoft pull your finger out and sort it.

    Thursday, September 15, 2011 11:49 AM
  • Question
    Sign in to vote
    1
    Sign in to vote

    Thank you for the response Steve.  I just want to ensure that you understand that the forums are not the right place to bring attention to potential issues for the CRM application.  Although the forum moderators and others will give our best effort to try and assist, we do not have the ability to log potential bugs or issues with Microsoft on your behalf. 

    If you think you've discovered a bug in the software that is related to an Update Rollup or anything else, then please open a support ticket with Microsoft so they can work with you to explore the issue.

    I hope this helps

    Regards, Donna


    Thursday, September 15, 2011 12:26 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    I don't believe it is related to performance because after a click I can wait forever and nothing will happen. Every time I navigate to a different area (say to contacts from cases) - even if I have been there before - I still experience this issue, so I don't think it is necessarily related to caching either.

    I agree with Steve - I'm not sure exactly what's going on but it is causing frustration to our users. I'm glad to know someone else is experiencing the issue so we know it is not limited to my organization's configuration / environments. Does anyone know yet of any possible solutions? Or should I too open up a support ticket with Microsoft?

    Other thoughts / comments / issues / suggestions?

    Thank you.

    Thursday, September 15, 2011 1:27 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi Steve,

    We too have the same issue with On-Premise environment, Its working fine using Online CRM.

    We tried to find the solution but nothing worked. And the strange thing is its only happening over the internet, we dont have any issues in Lan.

    I dont think its a IE Issue.

     

    Regards, 

    Khaja Mohiddin|||||http://www.dynamicsexchange.com/
    Thursday, September 15, 2011 2:04 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    It most definitely isn't a performance issue. 

    It occurs every time a new entity is opened and anything is clicked be it a ribbon bar button or record. A single click does nothing but is registered by IE in the developer tools window. The second click then opens the record or actions the button clicked.

    This is repeatable 100% of the time. 

    Once in an entity after the initial second click every subsequent click of ribbon bar buttons or records will open them immediately.

    If we use CRM through Outlook it works perfectly off a single click.

    Thursday, September 15, 2011 3:09 PM
  • Question
    Sign in to vote
    2
    Sign in to vote
    I've never seen this issue and I've not been able to reproduce it, but I'd be interested to know if you experience the issue when using IE in the InPrivate browsing mode.

    Neil Benson, CRM Addict and MVP at Customery Ltd. You can reach me on LinkedIn or Twitter. Join over 10,000 other CRM professionals on the Microsoft Dynamics CRM group on LinkedIn.

    Thursday, September 15, 2011 3:37 PM
    Moderator
  • Question
    Sign in to vote
    1
    Sign in to vote
    I'm researching further and will get back to you with what I learn.  In the meantime, please feel free to open a support ticket.

    Regards, Donna

    Thursday, September 15, 2011 4:04 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    I can shed some more light on the problem.

    We have a 3rd front end CRM web server. This is a test server. This 3rd server is a physical box versus the other two servers which are running in a virtual environment (VMWare ESX 4.1)

    The 3rd server does not have the double click issue?? Whereas the other two virtual servers do.


    • Edited by SteveGreen Thursday, September 15, 2011 5:06 PM
    Thursday, September 15, 2011 4:47 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    To answer your question Neil it is exactly the same in InPrivate browsing mode.
    Thursday, September 15, 2011 5:02 PM
  • Question
    Sign in to vote
    1
    Sign in to vote
    Thank you for that information

    Regards, Donna

    Thursday, September 15, 2011 5:08 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    Just to add to my above post. The Virtual CRM servers are on seperate hosts.
    Friday, September 16, 2011 8:34 AM
  • Question
    Sign in to vote
    1
    Sign in to vote

    I can share my experience...

    I did have the same problem and I can tell it's gone now (but can't tell why)... we are using rollup2 on this server...

    Regarding architecture, my server has SQL and CRM on the same box...

    My blog : http://mscrmtools.blogspot.com

    All my tools for Dynamics CRM 4.0 on my dedicated site: MSCRMTools Repository

    • Proposed as answer by Donna EdwardsMVP Friday, September 16, 2011 5:12 PM
    • Unproposed as answer by kspicer Tuesday, September 27, 2011 12:53 PM
    Friday, September 16, 2011 12:24 PM
    Moderator
  • Question
    Sign in to vote
    1
    Sign in to vote

    Thanks Tanguy for that information, very helpful.

    Anyone who is experiencing this issue, please apply Update Rollup 3 to your machines and let me know if this corrects the issue.

    Regards, Donna

    Friday, September 16, 2011 5:30 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi Donna,

    We recently applied Rollup 3 to our machines as of 8/7/11 and still have the issue.

    Thanks,

    kspicer

    Monday, September 19, 2011 1:09 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi @all,

     

    I'm new to this thread, but we have the same issue. Update Rollup 3 is installed.

    Josef

    Specialised in data encryption, digital signatur, smart card management, electronic invoicing, VSTO & Sharepoint development, http://www.bogad.at
    • Edited by Josef Bogad Monday, September 19, 2011 1:15 PM
    Monday, September 19, 2011 1:15 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    I found 3 similar cases with this issue.  2 of them where solved after a reboot of the CRM server.  The other case was due to ISA and compression.  It is found that the HTTP responses from ISA server were not compressed. By default ISA server sends uncompressed responses to clients and after enabling compression on ISA it resolved the issue.

    Not sure if that will help your scenario but those were the only cases I could find with similar issues.  I would recommend opening a support request to get someone to look into it in more detail if this doesn't help.

    Thanks 

    Corey Hanson, Dynamics CRM Supportability PM
    Monday, September 19, 2011 9:44 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi Corey and the others,

    I have TMG on the same machine as CRM2011 running.

    Figured out how to configure TMG: http://technet.microsoft.com/en-us/library/cc995193.aspx

    I had to add the local host to the list for compression.

    However, it's not completely solved. On each page, the first click gives no result, the second and subsequent clicks do what was expected.

    Regards

    Josef

    Specialised in data encryption, digital signatur, smart card management, electronic invoicing, VSTO & Sharepoint development, http://www.bogad.at

    • Edited by Josef Bogad Tuesday, September 20, 2011 8:46 AM
    Tuesday, September 20, 2011 7:52 AM
  • Question
    Sign in to vote
    0
    Sign in to vote

    All of our CRM servers are running rollup 3 and this issue is still present and has been for several weeks.

    We are not running TMG on any of our servers. 

    The two virtual servers produce the issue everytime a new entity is loaded on the 1st click. The 2nd click behaves correctly and the link/button works as intended.

    On the physical front end server CRM works perfectly on the first click everytime.

    I have no idea why running CRM in a virtual environment should have this effect. It is not a latency issue as the load time of pages is approx 1 second and the issue is 100% repeatable.

    • Proposed as answer by SteveGreen Tuesday, September 20, 2011 12:20 PM
    • Unproposed as answer by SteveGreen Tuesday, September 20, 2011 12:20 PM
    Tuesday, September 20, 2011 12:07 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    I have resolved the issue on our two virtual servers.

    I checked through the IIS settings and dynamic compression was disabled on both virtual servers. I have since re-enabled it and done an IISRESET and now all three servers are working off a single click.


    • Proposed as answer by SteveGreen Tuesday, September 20, 2011 12:22 PM
    • Edited by SteveGreen Tuesday, September 20, 2011 12:23 PM
    • Marked as answer by Donna EdwardsMVP Tuesday, September 20, 2011 4:34 PM
    Tuesday, September 20, 2011 12:22 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi SteeveGreen,

    checked IIS settings, both settings are enabled. Did IIS reset to be on the save side. No change.

    Josef

    Specialised in data encryption, digital signatur, smart card management, electronic invoicing, VSTO & Sharepoint development, http://www.bogad.at
    Tuesday, September 20, 2011 7:25 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi SteeveGreen,

    checked IIS settings, both settings are enabled. Did IIS reset to be on the save side. No change.

    Josef

    Specialised in data encryption, digital signatur, smart card management, electronic invoicing, VSTO & Sharepoint development, http://www.bogad.at

    I believe you are running Threat Management Gateway?

    We are not but my understanding is that it needs to be configured with certain settings in order to work correctly with CRM.

    See this other thread:

    http://social.microsoft.com/Forums/en/crmdeployment/thread/c4cfb0cd-772c-4a20-8c48-495c6c6d39a7

    • Edited by SteveGreen Wednesday, September 21, 2011 9:54 AM
    Wednesday, September 21, 2011 9:45 AM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi SteevGreen,

    Thx for the link. I checked it out. From my perspective this thread it is related to remote access while my issue belongs to the internal network. There is no extern access configured. In TMG I can see the incomming requests and see the compression rate. If I remove the compression in TMG no compression is shown. I observed no difference in behaviour.

    edit: I suspect, that problem is related to ribbon. First click activates the ribbon, second and subsequent click performs desired action.

    Josef.

    Specialised in data encryption, digital signatur, smart card management, electronic invoicing, VSTO & Sharepoint development, http://www.bogad.at
    • Edited by Josef Bogad Wednesday, September 21, 2011 5:18 PM
    Wednesday, September 21, 2011 4:46 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Had the same issue, plus we were not able to open an account or a lead after it was created.

     

    The solution I found:

     

    In ISA 2006 right mouse click your rule, Configure HTTP and Remove the Verify Normalization and Block High Bit Characters

     

     


    • Edited by Denis Hamel Friday, October 14, 2011 3:22 PM
    Friday, October 14, 2011 3:22 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    We had this issue (double click) as well and it was driving us crazy, we also had serious performance issues.

    The system admin found the following (so I can't take credit for the fix)

    The issue (for us) was with IIS

    In the applicationHost.config file

    There was an extra  setting on the “dodynamiccompression”  option  called: “dynamicCompressionBeforeCache”

    This was set to “True”

    Removed this tag and all seems OK.

    I hope this helps someone in the future looking at this thread.

    Nick

    • Proposed as answer by KriSree Friday, June 1, 2012 8:44 AM
    Friday, April 13, 2012 2:17 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    I ran into the double click issue as well and what I found that resolved it was a fix that was needed in AD.  The Recruiter user was the ID that was having the issues, any new IDs were fine.  When I added the Recruiter admin to the AD Admin container it worked fine, even though it had full rights to the AD container with the PrivUserGroup and it did have child permissions set as well.  If I removed it from the Admin group it didn't work anymore.  I will debug this in the future, but wanted to post in case it may help anyone else.
    Monday, August 20, 2012 8:17 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    We had this same issue, we are using a F5 load balancer and used all of the recomended settings from F5. We found if we hit the webserver directly outside of the NLB the double click issue went away. After reading about TMG and compression issues we found disabling the compression settings on F5 resolved the issue.
    Wednesday, October 24, 2012 3:56 PM