Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Cannot modify select user accounts. "Record is unavailable"

  • 1.  Cannot modify select user accounts. "Record is unavailable"

    TOP CONTRIBUTOR
    Posted Jan 31, 2019 02:19 PM
      |   view attached
    It has been confirmed that when attempting to modify two select user's business units, the error message "Record is unavailable" is received as shown in the attachment. Is anyone familiar with this? The browser cache has been cleared and IE has been reset, but the issue has persisted. Any feedback is appreciated.

    ------------------------------
    Anthony Parks
    CRM Analyst
    Comfort Systems USA
    Indianapolis IN
    ------------------------------


  • 2.  RE: Cannot modify select user accounts. "Record is unavailable"

    TOP CONTRIBUTOR
    Posted Feb 01, 2019 04:45 AM
    Hi @Anthony Parks, can I just clarifying what you are trying to achieve please.  Are you trying to move these 2 users to a different Business Unit?  If so​​, are you using the Change Business Unit button?


    I've just done re-assign a user to another business unit without any issue.  We're on Dynamics CRM Online v9x, are you On-Prem or Online?  If so, what version?

    Have you tried another browser?  If not, do this, if you still get the error, clear the cache in the other browser and try again.

    Is there any useful information in the Error log file?

    ------------------------------
    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK
    ------------------------------



  • 3.  RE: Cannot modify select user accounts. "Record is unavailable"

    TOP CONTRIBUTOR
    Posted Feb 05, 2019 11:14 AM
    Edited by Anthony Parks Feb 05, 2019 11:15 AM
    Hello Mark,

    I am trying to reassign two users to a new business unit with the change business unit button, as was done with multiple other users without error, but for some reason two specific users are unable to be modified due to the error message that is received. I have tried to perform the task in Chrome, IE, Inprivate browsing and in an incognito window but the error message is continuously received. The log file states

    "Unhandled exception:
    Exception type: System.ServiceModel.FaultException`1[Microsoft.Xrm.Sdk.OrganizationServiceFault]
    Message: System.Web.HttpUnhandledException (0x80004005): Exception of type 'System.Web.HttpUnhandledException' was thrown. ---> Microsoft.Crm.CrmException: Role With Id = 78ddb641-ae61-4fa4-a6f2-4f77f43be331 Does Not Exist"


    We are using Dynamics online version 9.1

    ------------------------------
    Anthony Parks
    CRM Analyst
    Comfort Systems USA
    Indianapolis IN
    ------------------------------



  • 4.  RE: Cannot modify select user accounts. "Record is unavailable"

    TOP CONTRIBUTOR
    Posted Feb 05, 2019 11:38 AM
    Hi @Anthony Parks, based on the error ​it looks like a security role has been deleted.  Open up both the users and click on the Manage Roles button.  Make a note of what security role(s) they have.  Then go into Settings > Security > Security Roles and click on the Export to an Excel worksheet button (highlighted below).


    In the Excel spreadsheet, open up the hidden columns and then find whether 78ddb641-ae61-4fa4-a6f2-4f77f43be331 (which is the role ID from your Error log) exists in the (Do Not Modify) Role column.

    Let us know how you get on.

    ------------------------------
    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK
    ------------------------------



  • 5.  RE: Cannot modify select user accounts. "Record is unavailable"

    TOP CONTRIBUTOR
    Posted Feb 05, 2019 11:52 AM
    The security roles were exported to a spreadsheet, the columns were unhidden and the role ID was not found.

    ------------------------------
    Anthony Parks
    CRM Analyst
    Comfort Systems USA
    Indianapolis IN
    ------------------------------



  • 6.  RE: Cannot modify select user accounts. "Record is unavailable"

    TOP CONTRIBUTOR
    Posted Feb 05, 2019 12:05 PM
    Hi @Anthony Parks, can you remove any security roles applied directly to these 2 users and then try and change the business unit please.

    If you know what security role was deleted and it exists in another environment, you can always create a solution layer, add the security role to it and bring it back into the environment you are currently working in.​

    ------------------------------
    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK
    ------------------------------



  • 7.  RE: Cannot modify select user accounts. "Record is unavailable"

    Posted Feb 01, 2019 11:30 AM
    Anthony,

    I have also seen this error. Have you downloaded the file available on the download link on the screen shot you sent?  I have received this when opening an account, and the error download file indicates it cannot find a lead with id '<guid>'  Why its looking for a lead when I want to open the account is a mystery.  The odd thing I note is that we have two legacy sales apps, and the account will open in one but not the other.  Have you tried to open the accounts in another dynamics app? (we are at version 9.1)

    Sandy

    ------------------------------
    Sandra Devin
    CRM Analyst
    National CineMedia
    ------------------------------



  • 8.  RE: Cannot modify select user accounts. "Record is unavailable"

    TOP CONTRIBUTOR
    Posted Feb 01, 2019 12:47 PM
    Hi @Sandra Devin, when a lead is qualified, it will create the following records - Contact, Account and Opportunity.  There is a field on the Account form called Originating Lead which is a lookup to the lead record.  Originating Lead also exists on the Contact and Opportunity forms so there is also a link back to the qualified lead.

    ------------------------------
    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK
    ------------------------------



  • 9.  RE: Cannot modify select user accounts. "Record is unavailable"

    TOP CONTRIBUTOR
    Posted Feb 05, 2019 11:10 AM
    Hello Sandra,

    We are currently on 9.1 as well and i have tried to modify the records in Chrome, IE, incognito windows etc. but the same error message is received and the log file states "nhandled exception:
    Exception type: System.ServiceModel.FaultException`1[Microsoft.Xrm.Sdk.OrganizationServiceFault]
    Message: System.Web.HttpUnhandledException (0x80004005): Exception of type 'System.Web.HttpUnhandledException' was thrown. ---> Microsoft.Crm.CrmException: Role With Id = 78ddb641-ae61-4fa4-a6f2-4f77f43be331 Does Not Exist"

    ------------------------------
    Anthony Parks
    CRM Analyst
    Comfort Systems USA
    Indianapolis IN
    ------------------------------



If you've found this thread useful, dive deeper into User Group community content by role