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Solution Install fails. Field Service database out of sync. Cannot create or save contacts and accounts

  • 1.  Solution Install fails. Field Service database out of sync. Cannot create or save contacts and accounts

    Posted Feb 20, 2019 04:09 PM
    We seem to have a standstill with Microsoft working on our case for the past 4 weeks and trying something behind the scenes every other day with scripts but not able to come to a resolution.

    The symptoms are:
    1. When trying to save or create a Contact or Account we receive an error that says: 
      Business Process Error
      "Field Service database version is out of sync. This might indicate a failed solution import or upgrade. Please contact support. If you contact support, please provide the technical details."
    2. When trying to upgrade Field Service solution we get a message that says the installation failed and we should contact support. 
    3. Also, Dynamics 365 for Marketing solution fails to install. 
    Since Microsoft is unable to solve the issue(s) would there be any comments from users in these Dynamics forums?

    We tried deleting certain security roles. We tried resetting certain business process flows. There was also another web search that somone from Inogic suggested in deleting the "FieldService_anchor" solution but we don't have that solution so this doesn't work for us. An earlier post said to try to manually enter the correct version of the database but that is not supported and I didn't want to try that.

    If anyone has experience or solutions that worked for you please let us know. Thank you.

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    Daniel Maxwell
    IBB FM Operations Coordinator
    Broadcasting Board of Governors
    Washington DC
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  • 2.  RE: Solution Install fails. Field Service database out of sync. Cannot create or save contacts and accounts

    TOP CONTRIBUTOR
    Posted Feb 20, 2019 10:02 PM
    Hey Daniel, I missed you at Summit last year. Sorry to hear you are having trouble. Which version do you have? Are you on-prem or on-line? If you are on-prem, you could use SQL Profiler and see if you can identify the issue. I had an issue like this a few years ago with a client using on-line and waiting 4 weeks for MS Support to get moving on the case and the customer finally caved in and purchased Premier Support from MS to get their issue escalated.

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    If this answered your question, please click on the arrow button next to Reply Inline and choose 'Make Best Answer.'
    Thanks.
    Nelson Johnson
    Solution Architect
    BroadPoint, Inc.
    Bethesda MD
    Link with me! https://www.linkedin.com/in/nelsonjohnson/
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  • 3.  RE: Solution Install fails. Field Service database out of sync. Cannot create or save contacts and accounts

    Posted Feb 21, 2019 10:43 AM
    Hello, Nelson,
    It is nice to hear from you! Sorry I missed Summit in October. I chose to attend Build but hope to attend Summit this year. We paid to do quite a few things this year but are stalled due to this Field Service issue.

    Our agency has a significant amount of premium support and this case was at "Critical Level A" for about a day until the support engineer deescalated it to level "B" because of too many emails he said would be flying around.  Today one of our managers is trying to reescalate the support.

    We have D365 online version 9.0. Microsoft support people run scripts in the background that we cannot see. The try and see loop runs 24 or 48 hours.

    Our Field Service installation was 11/15/2017 (version 6.2.0.342 for Field Service). Now the upgrade hangs at version 7.5.0.60. It shows installed but the message in the administrative portal shows failed. And cannot create or save contacts or accounts. Interestingly the latest version for Field Service in the App Store seems to be 8.4.0.338, way ahead of what we have.

    There are so many dependencies in a solution like Field Service that it makes it hard to sort out.

    I wonder how hard it would be to start over with a new Dynamics 365 instance. Will be searching that in parallel with efforts to resolve this Field Service issue.

    Well, thanks again, Nelson. I see you are quite active here and appreciate that.

    ------------------------------
    Daniel Maxwell
    USAGM FM Operations Coordinator
    Broadcasting Board of Governors
    Washington DC
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  • 4.  RE: Solution Install fails. Field Service database out of sync. Cannot create or save contacts and accounts

    Posted Mar 07, 2019 09:14 AM
    This issue has been resolved with Microsoft support. Below is the wording from the resolution of the case statement:

    RESOLUTION:

       • Our mitigation steps involved creating a sentinel row for the Sale Manager Role Privilege on the internal Sales solution, set the component state to a value of 2, and made it the base

       • Once we ran the script against the database, it allowed for the Field Service application to be updated and also fixed the issue with not being able to edit/create Contacts or Accounts


    I am not sure how the Sales Manager role privilege interacted with the original Field Service solution we had installed but it did and the only way to find out was through Microsoft doing some tracing behind the scenes through technical support. It took a long time to resolve (4+ weeks) and part of this was due to the fact that they could not initiate the installation or upgrades of the Field Service themselves and so would have to keep coming back to us to try and see. This is understandable but nevertheless took a very long time to resolve and we could not edit or create contacts or accounts during these weeks.  I have a feeling we tried something complicated (install Field Service trial, then convert to standard) right during the upgrade from Dynamics CRM version 8 to Dynamics 365 version 9.

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    Daniel Maxwell
    USAGM FM Operations Coordinator
    Broadcasting Board of Governors
    Washington DC
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