Sicon CRM Web Install Help and User Guide

1. User Pre-requisites

Prior to installing the SiconWebAPI module:

The Administrator must have installed Sicon CRM Desktop as described in the Sicon CRM Installation Guide.

The Administrator ensure that the following has been configured:

Ensure you have a Domain User called SiconWebAPI and add the user to:

1. Domain Users
2. Sage 200 Users Group
3. Local Administrator Group on the Sage Server

Initially add the SiconWebAPI user to a standard Sage 200 role that allows them to login to Sage 200.

Log into Sage 200 as this user. This is only necessary once but it is essential to have this completed.

After completing this, create a Remote User Only role called SiconWebAPI (this role does not need to have any features enabled against it).

Ensure that the SiconWebAPI User is set as a Web User, a member of the SiconWebAPI role and has Access All Companies selected.

The SiconWebAPI role does not need to have any features but ensure that the role is designated as a Remote Users Access Only, otherwise the SiconWebApi user will take up a Sage 200 licence.

Create a Role called Sicon CRM, assign the necessary Features.

Assign the users to the role.

Web Only / App Users

For users who will only be using the Sicon CRM Web and / or App they must still be setup as a Sage 200 User and assigned to a role that is denoted as a Remote User only role. The role will still need any necessary  features selecting (This could be a combination of both Sage 200 and Sicon CRM features).

2. Installing the SiconWebAPI

The SiconWebAPI software must be installed prior to the Sicon CRM Web software. The API software allows Sicon CRM Web software to communicate with Sage 200 Desktop.

The SiconWebAPI and Sicon CRM web software must be requested from Sicon Customer Services as they are not currently available through the Sicon Installer. Once obtained, the user must run the SiconWebAPI installer.

Double click on the install file.

An install wizard will be presented to the user. Follow the instructions as described below.

Then press Next and the screen below will be displayed.

Pressing Next will take you to this screen.

You have three fields that need to be filled in with the following:

• Default Sage Company Name – Select your default Sage 200 Company from the Sage 200 System Admin (Note: this has to be typed in).
• Desired Homepage Password (U/N Admin) – Specify the password for the actual WebAPI home screen. The default Username is Admin and the default Password is admin. It is recommended to change the password here. (Note: this is Not the SiconWebAPI Password as specified in Active Directory when you created the SiconWebAPI user).
• Sage Server Folder (Ensure there is a \at the end) – Specify the Sage 200 share location.

After you have completed these sections, press Next and seen as per image below. The user must confirm that the SiconWebAPI User:

• Is a member of the Local Administrators Group on the Sage Server- by clicking on the Is in the local Administrator group on this server.
• Is a Sage 200 User with a Sage 200 Web Licence – by clicking on the Is a Web User in Sage, with Company Access.
• Has actually logged onto Sage 200 as this user at least once- by clicking on the Has logged into Sage at Least once ON THIS SERVER.

Press Next and finally click on Install.

This will have installed the SiconWebAPI website into the Default Website in IIS along with its Application Pool:

The information is held in the folder in C:\Inetpub\wwwroot\

Two services are also installed as a result. Ensure both have started.

3. 3. Installing Sicon CRM Web

Having successfully installed the Sicon Web API the user must install Sicon CRM Web using the Web Installer.

The SiconWebAPI and Sicon CRM Web software must be requested from Sicon Customer Services as they are not currently available through the Sicon Installer.

Double click on the install file.

Then follow the instructions as described below.

Next you must specify the URL of the SiconWebAPI:

If this an Internal URL it is recommended that you replace localhost with the server name.

Alternatively, if an external access hostname has been decided upon (e.g. crm.company.com, sageservices.company.com etc) you would replace as below:

Please see External Access section within this Help and User Guide for more information.

Finally click Finish.

This will have installed the SiconCRM website into the Default Website in IIS along with its Application Pool:

The information is held in the folder in C:\Inetpub\wwwroot\

Within the Sicon CRM Folder there is a file CRMConfig.js. You can manually adjust the location of the SiconWebAPI URL here.

Within the SiconCRM folder is a file called CRMConfig.js This file points CRM to the API URL. If the user wishes to modify anything regarding the location of the API (such as changing it from a local URL to an external URL) it can be done from here.

4. 4. External Access

To enable External Access is available, ensure the following:

• An external access hostname has been decided (e.g. crm.company.com, sageservices.company.com etc).
• A Valid Trusted SSL certificate is installed on the server.
• Split-DNS is configured so the External Hostname resolves to the Internal IP address of the server (e.g. crm.company.com resolves internally to 192.168.0.1), but resolves to the External IP address (e.g. 81.123.123.123) when outside the network.
• Firewall ports opened to allow access to the Sicon WebAPI. (Note: a port number can be chosen by customer’s IT if they don’t wish to use port 443).
• If required, sufficient company VPN access is provided so that the internal site can be accessed by the users externally. (Note: Customer IT Infrastructure is Not a Sicon responsibility).

5. Troubleshooting

On occasion, Sicon CRM may become inaccessible via Web or Mobile due to a number of issues.

Resolving these issues will require access to the User’s PC, the Sage and IIS Servers and should be raised with either the customer’s IT provider, their Sage Business Partner or Sicon.

Checklist

The user must also confirm they can successfully login to Sage 200 and Sicon CRM Desktop.

The user must always ensure that the following are running successfully:

Services

• World Wide Web Publishing
• IIS Admin
• Sicon WebAPI Updater
• Sicon WebAPI Service for Sage 200c
• SQL Server

Applications Pools

• SiconCRM
• SiconWebAPI
• Sage 200 Services
• Sage 200 Self Service
• Sage 200 Secured Services

Default Website

SQL Server

Issue 1 – Menu items display an error: ‘[object object]’ on the main menu

This issue can be resolved by the individual user since it is related to the Browser installed locally on their PC / Mobile device.

This would usually be where the Web Browser has ‘Cached’ the web page and requires a refresh.

To resolve this issue, the user can either press [Cntrl + F5] on their keyboard or click on the refresh icon next to the URL address.

This may need to be done several times to fully refresh the page.

Alternatively / in addition to, the user may need to clear their ‘Browsing data’. In Chrome this is achieved by:

• Clicking on the three dots icon (universally known as an ellipsis) to the right of the URL address.
• Select Settings
• Select Privacy and Security > Clear Browsing Data

• Select Advanced > Set the Time Range to All Time > Tick the various options (usually all except Passwords and Other Sign-in Data).
• Then click on the Clear Data button

Server related issues

Resolving these issues will require access to the User’s PC, the Sage and IIS Servers and should be raised with either the customer’s IT provider, their Sage Business Partner or Sicon.

Application Pools

In Internet Information Services (IIS), Sicon CRM is stored as a website which uses Application Pools.

The Application Pools concerned are:

Sage 200 Secured Services, Sage 200 Self Service, Sage 200 Services, SiconCRM & SiconWebAPI.

Issue 2 – Clicking the ‘Sign in’ button has no effect

This would occur where the SiconWebAPI Application Pool has stopped.

The user can identify if the Application Pool has stopped by clicking on the Application menu item on the left of the screen. This will display all the application pools to the right of the screen. Any stopped Application Pools will have a dot against the name and the status will show as ‘Stopped’.

To resolve this issue, the user must ‘Start’ these application Pools by right clicking on each stopped application pool and selecting Start.

Issue 3 – Menu items missing

This issue usually occurs where the SiconWebAPI Application Pool is not running.

The user can identify if the Application Pool has stopped by clicking on the Application Pools item on the left of the screen. This will display all the Application Pools. Any stopped Application Pools will have a dot against the name and the status will show as ‘Stopped’.

To resolve this issue, the user should ‘Start’ these application Pools by right clicking on each application pool and select Start.

Alternatively the Application Pools may appear to be running correctly but just require a refresh. In this case, the user should ‘Recycle’ these application Pools by right clicking on each application pool and select ‘Recycle’.

Recycling the Application Pools does not have any visually obvious display when run.

Once the user has Started / Recycled the application Pools and logged into Sicon CRM Web / Mobile, they will need to Clear the Browser Cache to Refresh the Web Page and Clear their Browsing Data (see Issue 1 – Menu Items Display an Error: ‘[object object]’ on the main menu).

World Wide Web Publishing Services.

The ‘Menu items missing’ issue can also manifest itself if the World Wide Web Publishing Service is not running.

To check this, the user must go to Services onto the IIS Server and select Services.

To access Services on the IIS server the user can click on the main Windows ⊞ icon, type Services, right click on the ‘Services’ menu item shown and then select ‘Run as Administrator’.

If the service is stopped, this can be resolved by right clicking on the relevant service and selecting Start.

Once the Service has started successfully, the user must ensure the SiconWebAPI Application Pool is running (as described earlier).

The user will then need to Clear the Browser Cache to Refresh the Web Page and Clear their Browsing Data (see Issue 1 – Menu Items Display an Error: ‘[object object]’ on the main menu).

Sicon CRM WEB API Services

Sicon CRM Web uses the Sicon Web API to connect to the Sicon CRM Desktop (within Sage). These Services are installed as part of installing the Sicon Web API as described in this Help and User Guide.

Issue 4 – One or more Sicon WebAPI Services have not started

This will then open the Windows Services menu.

The User can then locate the Sicon WebAPI services to check their Status.

If the services are stopped, this can be resolved by right clicking on the relevant service and selecting Start.

IIS Default Website

Sicon CRM Web is a Website usually but not exclusively installed under the Default Website in Internet Information Services (IIS).

Issue 5 – The ‘Default Website’ has not started

This is slightly trickier to spot and the only way to know is to go to the Default Website in Internet Information Services (IIS), highlight the ‘Default Website’ and check to see if the Start button located on the right of the screen) is greyed out. If it is, then the Default Website is running, if it isn’t, then the Start button will show with a green arrow, which the user will then need to click on.

Issue 6 – Service Unavailable (http error 503)

This issue usually occurs where the SiconCRM Application Pool is not running.

The user can identify if the Application Pool has stopped by clicking on the Application Pools item on the left of the screen. This will display all the application pools. Any stopped Application Pools will have a dot against the name and the status will show as ‘Stopped’.

To resolve this issue, the user must ‘Start’ these application Pools by right clicking on each application pool and selecting Start.

Alternatively the Application Pools may appear to be running correctly but just require a refresh. In this case, the user should ‘Recycle’ these application Pools by right clicking on each application pool and select ‘Recycle’.

Recycling the Application Pools does not have any visually obvious display when run.

Once the user has Started / Recycled the application Pools and logged into Sicon CRM Web / Mobile, they may need to Clear the Browser Cache to Refresh the Web Page and Clear their Browsing Data (see Issue 1 – Menu Items Display an Error: ‘[object object]’ on the main menu).

General Resolution – Running an IIS Reset

For a general ‘Fix All’ the user can run a full ‘IIS Reset’ on the IIS Server. To run this command, the user can click on the main Windows ⊞ icon, type ‘cmd’, right click on the Command Prompt menu item shown and then select ‘Run as Administrator’.

The User can then type IISRESET. Note, the user must ensure the ‘IIS Admin Service’ is running to be able to run this command.

This action will then attempt to Stop and Start the IIS Service and any other Dependant Services.

Once IIS has successfully restarted, the user should verify that the following services have started:

• World Wide Web Publishing
• IIS Admin
• Sicon WebAPI Updater
• Sicon WebAPI Service for Sage 200c

Once satisfied that these services are started, the user must verify that the Application Pools in IIS are all successfully started and that the Default Website is also Started (as described earlier).

Finally the user must refresh the ‘Cached’ Web Page and Clear their ‘Browser Data’ (as described earlier).