Tray App problems in SuperOffice 10.3.3 Onsite

I have just installed a complete new version of SuperOffice 10.3.3 on a complete new virtual machine, and the error is the same

Hi, to me it seems strange that it tries to open https://supeoffice.company.com:443 ??

I allready tried your first suggestion, and that did not work.

On the download page of webtools it says clearly that the version 12.8 only works on SuperOffice version up to 10.2.11

I tried it anyways, and the error is still the same.

@søren: can you try the beta version of webtools (13.0.133.0) and report back if that solved your problem?

https://stage-www3-superoffice-com.azurewebsites.net/DownloadService 

Hey everyone. Jostein from the Office Integration team here.

Not sure what's going on in this case, but just looking at the provided stack-trace:

 at SuperOffice.TrayApp.Client.SignalR.ConnectionScheduler.Connect_Impl()

Are you using the latest version of WebTools? The latest version of WebTools does not contain the class which is failing here, so I don't think this is running the latest version.

If you believe you are on latest version, please try uninstall and clean WebTools completely anyway and then reinstall and see if you can still reproduce the issue.

Please let me know how it works out for you :)

Its also unclear to me the fundamental nature of this problem:

• Did the problem start when upgrading CRM?
• Did the problem start when upgrading WebTools?
• Can you reproduce the problem by only upgrading one of the components? If so, which one?

Knowing this would really help us digging deeper into this.

The problem is easy to reproduce. Just make a clean install of the release version of 10.3.3, and try to connect the Tray App, - it will fail

I Tried to install the betaversion build 133, but that did not solve the problem

Anders said:

ok. Then there might be some issues with the combination 10.3.3 and 13.0.110.0.  Maybe someone from RND SO support can enlight us. There is a newer beta version available I can see. 13.0.133.0

Based on the feedback from Søren, I would say the issue is not with WebTools or the WebTools version, but the error happens with CRM OnSite 10.3.3 installations.

Therefore I think it makes more sense to focus on the CRM-aspect of the solution.

Do you have any error-logs from the CRM server side when this is happening?

We upgraded our OnSite installation to 10.3.3. the 21th of April, some of our users are using webtools 13.0.110.0, others are (propably) using an older version, no issues reported related to webtools/trayapp.

Here is the stacktrace from the TrayApp

SoException: Error 'UnknownError' on Server: Object reference not set to an instance of an object.

Stack Trace:
   ved SuperOffice.TrayApp.Client.TrayAppServer.ExecutionHelper.Execute[TRequest,TResponse,TTrayApp](OnPrapareRequest`1 prepare, OnExecute`3 execute, Boolean rethrowActionNotSupportedExceptions, Boolean rethrowEndpointNotFoundExceptions)
   ved SuperOffice.TrayApp.Client.TrayAppServer.Hello()
   ved SuperOffice.TrayApp.Client.UI.BasicNotifyIcon.Login_Impl(Object siteObj)

Source: SuperOffice.TrayApp.Client

SoServerErrorException: Object reference not set to an instance of an object.

Stack Trace:
   ved SuperOffice.TrayApp.Client.TrayAppServer.ExecutionHelper.Execute[TRequest,TResponse,TTrayApp](OnPrapareRequest`1 prepare, OnExecute`3 execute, Boolean rethrowActionNotSupportedExceptions, Boolean rethrowEndpointNotFoundExceptions)

Source: SuperOffice.TrayApp.Client

And here is the logfile from the trayapp

03-04-2024    09:06:04    6724    1    Main    Starting without arguments
03-04-2024    09:06:04    6724    1    Main    ContextBlock.Enter: SiteInfo.Init - Sites lock
03-04-2024    09:06:04    6724    1    Main    ContextBlock.Leave: SiteInfo.Init - Sites lock
03-04-2024    09:06:04    6724    1    Main    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:04    6724    1    Main    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    1    Main    ContextBlock.Enter: BasicNotifyIcon.UpdateMenu - this lock
03-04-2024    09:06:05    6724    7    N/A    ContextBlock.Enter: BasicNotifyIcon.UpdateMenu - this lock
03-04-2024    09:06:05    6724    1    Main    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    1    Main    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    1    Main    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    1    Main    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    1    Main    ContextBlock.Leave: BasicNotifyIcon.UpdateMenu - this lock
03-04-2024    09:06:05    6724    7    N/A    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    7    N/A    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    7    N/A    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    7    N/A    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    7    N/A    ContextBlock.Leave: BasicNotifyIcon.UpdateMenu - this lock
03-04-2024    09:06:05    6724    8    Task-resuming thread.    Starting thread: ResumeTask
03-04-2024    09:06:05    6724    10    ResumeTask    DoWork
03-04-2024    09:06:05    6724    10    ResumeTask    ContextBlock.Enter: TrayAppClient.ResumeTasks - _runningModules lock
03-04-2024    09:06:05    6724    10    ResumeTask    Resuming Request: https://superoffice.company.com/SuperOffice/Services/TrayApp2.svc?Module=SoDwa&Version=2.0&UserId=ADMIN&Ticket=7T%3aOABlADYAOABlADYAZgBmAGUANwBhAGMAYgBjAGEAYgA3ADQAZAA3AGYAMABjADQANwBjADkAMwBhADkAOQBiADsANwAzADkANAAzADEAMgAwADkA&Culture=da-DK&DocumentId=1057811
03-04-2024    09:06:05    6724    10    ResumeTask    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    10    ResumeTask    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    10    ResumeTask    New task: DocumentHandler Module: SoDwa
03-04-2024    09:06:05    6724    10    ResumeTask    ContextBlock.Leave: TrayAppClient.ResumeTasks - _runningModules lock
03-04-2024    09:06:05    6724    10    ResumeTask    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    10    ResumeTask    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:05    6724    10    ResumeTask    Init: DocumentHandler Server: company A/S Id: 496e3748c6fe4878a90785c0348b8642
03-04-2024    09:06:05    6724    10    ResumeTask    ContextBlock.Enter: ExecutionHelper.Execute - _siteInfo lock
03-04-2024    09:06:06    6724    10    ResumeTask    ContextBlock.Leave: ExecutionHelper.Execute - _siteInfo lock
03-04-2024    09:06:06    6724    10    ResumeTask    ERROR: Error 'UnknownError' on Server: Object reference not set to an instance of an object.
03-04-2024    09:06:07    6724    10    ResumeTask    Work finished
03-04-2024    09:06:07    6724    8    Task-resuming thread.    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:07    6724    8    Task-resuming thread.    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:11    6724    12    N/A    ContextBlock.Enter: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:11    6724    12    N/A    ContextBlock.Leave: SiteInfoProvider.GetAllSites - Sites lock
03-04-2024    09:06:11    6724    12    N/A    company A/S available

PS ! - I replaced the Customer name with company, for security reasons

Tried clearing the directory ''%localappdata%\SuperOffice\SuperOffice 7 Web Extensions\Tasks'. and started again, but no luck in solving the problem

Glad to hear the software works on your customer, - then i must be some configuration problem. I still dont know what i am doing wrong. I did a complete new install on a fresh Windows server and the error come up rigth away. I have a support session with SuperOffice in 10 min from now. Hopefully that will help me.

Here is the so_log.txt file from the server side, when I make the Trayapp call

Error    2024-04-03T14:01:49.38    SuperOffice.TrayApp.Server.TrayAppServer>Execute
   at SuperOffice.DCF.Web.SuperStateManager.GetUserPreferences()
   at SuperOffice.DCF.Web.SuperStateManager.GetSectionUserPreferences(String prefSection, Boolean fetchFromDb)
   at SuperOffice.DCF.Web.SuperStateManager.GetUserPreference(String prefSection, String prefKey, Boolean bypassCache)
   at SuperOffice.DCF.Web.SuperStateManager.GetUserPreferenceBool(String prefSection, String prefKey, Boolean defaultValue)
   at SuperOffice.TrayApp.Server.TrayAppServer.ApplyVersioningRules[TResponse,TRequest](TResponse response, TRequest request)
   at SuperOffice.TrayApp.Server.TrayAppServer.Execute[TRequest,TResponse](TRequest request, OnExecute`2 implementation) SuperOffice.DCFWeb    
      Exception Message:Object reference not set to an instance of an object.
      Exception Source:SuperOffice.DCFWeb
      Exception Target:Void StoreUserPreferencesInSessionState(System.Collections.Generic.Dictionary`2[System.String,System.Collections.Generic.Dictionary`2[System.String,System.String]])
         at SuperOffice.DCF.Web.SuperStateManager.StoreUserPreferencesInSessionState(Dictionary`2 prefDict)
         at SuperOffice.DCF.Web.SuperStateManager.GetUserPreferences()
         at SuperOffice.DCF.Web.SuperStateManager.GetSectionUserPreferences(String prefSection, Boolean fetchFromDb)
         at SuperOffice.DCF.Web.SuperStateManager.GetUserPreference(String prefSection, String prefKey, Boolean bypassCache)
         at SuperOffice.DCF.Web.SuperStateManager.GetUserPreferenceBool(String prefSection, String prefKey, Boolean defaultValue)
         at SuperOffice.TrayApp.Server.TrayAppServer.ApplyVersioningRules[TResponse,TRequest](TResponse response, TRequest request)
         at SuperOffice.TrayApp.Server.TrayAppServer.Execute[TRequest,TResponse](TRequest request, OnExecute`2 implementation)

Hi!

Can you please add the following in web config under section system.serviceModel?
The important setting here is aspNetCompatibilityEnabled.

Thanks alot, - that solved the problem for the customer.

Have a customer that is down and out on tray app for many users (+ not being able to open archived email) and getting calls every 10 minutes from very frustrated contact.

Snip from a changed (but not saved web config):

is it correct ?

Yes that is correct (looking at the web config of our environment that has this setting already set)

David.. Thanks

I applied the change to the web config.  Unfortunately without a positive result. In fact, the change made the log in page unavailable.  (so, that means that it is the right web config - I tested by reverting to previous and sign on is active again. Or am I looking at the right config (in the sales folder)

I have a very unhappy customer,

Hei Eirik.

Your config contains an error which will prevent all WCF from working:

• You have mapped multiple protocol-schemes to the WCF endpoint (http & https)
• You have not enable multiProtocolMapping.

To fix this, you need to provide one more config attribute: "multipleSiteBindingsEnabled". See example here:

https://pastebin.com/yju1DJE7

To be clear: This is an issue with how WCF (a Microsoft product) works and is configured and is not SuperOffice-specific.

We have it defined like the pastebin Jostein mentioned in all the environments we manage (10.2.9 and one 10.3.3). I am intrested in how you are ending up with this configuration (even with a new install) missing since it is explictely added by the configuration tool of CRM.Web?

(see line 1649 of SOUpdate.xml in the Config subfolder of the CRM.Web install)

This issue is fixed in 10.3.3 OnSite Hotfix1, due tomorrow.