Issue: A customer was having an issue where records were not processing in TIBCO Scribe® Online with CRM as a target.  There were no errors in the UI, the execution history pane was spinning in progress and 0 records processed.

Resolution: Troubleshooting steps below in TIBCO Scribe® Online

A customer was having an issue where records were not processing in TIBCO Scribe® Online with CRM as a target. There were no errors in the UI, the execution history pane was spinning in progress and 0 records processed.

Test 1 - Is CRM Connection Successful
1. Test the CRM Connection to ensure they are successful

Test 2 - Does the Query Block return results  
2. Create a new solution with a single Query block > Select a single entity to see if any data is returned, for example: 'Accounts'
3. Wait for a few seconds/minutes to load, If it continues spinning after a few minutes then there may be something wrong with CRM

Test 3 - Were new fields added in CRM
- Reset Metadata
- Open the Map to retrieve the metadata
- Repeat Step 2 & 3

Test 4 - Review the TIBCO Scribe® Online Agent logs for errors
- If there are errors, resolve those and continue troubleshooting
- In this customers case, there were no errors
- Continue on to the next test case.

Test 5 - Create a new TIBCO Scribe® Online Agent and Setup Fiddler 
- See document attached 'Using Fiddler.pdf' for steps on how to setup Fiddler with the TIBCO Scribe® Online Agent
- Review the session to see if there are any HTTP Errors (e.g. 400 Bad Request, 401 Unauthorized, 500 Internal Server Error)
- In this customers case, there were no errors (Status codes: 200)

Test 6 - Are there any errors in the Fiddler Session
- If there are errors, resolve those and continue troubleshooting

Test 7 -  Does a different CRM environment work (e.g CRM Online Trial account)
4. To test a theory if this is environmental, use a different CRM deployment type such as a CRM Online trial account.
5. Create a new connection to CRM online trial and a Solution. Repeat Steps 2 & 3.
6. Create a simple map to lookup an account and filter on one (1) record > Run map to see if it successfully processes with the CRM online trial account.
7. If the solution runs successfully and processes records, then you can conclude this an environmental issue on the customers side.
    - Solution ran successfully 


Test 8: Find out where the CRM On-Premise server is
8. Install a TIBCO Scribe® Online On-premise agent on that server
9. Open the Solution and swap the agent to run using the newly created agent.
10. Does the solution run successfully? If yes, then the customer is all set.
11. If the customer gets the same behavior, review the TIBCO Scribe® Online agent logs, proceed to the next test case below.

Test 9: Errors in the TIBCO Scribe® Online Agent Logs
12. Customer had his CRM Prod and CRM Dev environments on an Azure Server, were security was locked down.
13. Reviewing the TIBCO Scribe® Online agent logs showed the error:
- Unable to reach sol-sc1-prod.servicebus.windows.net via TCP (9351, 9352) or HTTP (80, 443)
14. There was no reply Pinging the address ' sol-sc1-prod.servicebus.windows.net' from command prompt

15. Explained to customer that they would have to open the ports listed above and also provided the link in the TIBCO Scribe® Online Help ( Installing An On-Premise Agent With Proxy Servers Or Firewalls).
16. Customer opened the ports and was able to resolve the hostname as well.
17. Open command prompt > Pinging the address ' sol-sc1-prod.servicebus.windows.net' returned a response


Test 10:
17. Open one of the solution > Ensure the agent is pointing to the newly created agent on the CRM Server in Azure
18. Run the solution, if successful then you are all set.