Troubleshooting Client Install

1. Application won’t start
Solution 1: Check .NET 4.6.2 is installed. If not, you can use this link to install it:

Solution 2: Check Visual C Runtime 2015 installed. If not, install the 32-Bit version from

2. Application won’t start
Solution: Full reinstall client, including deleting folder CONTENTS of C:\Users\user_name\AppData\Local\Apps\2.0  and  C:\Users\user_name\AppData\Roaming\CT Solutions

3. Error message “..entry point ucrtbase.terminate …not be located …api-ms-win-crt-runtime…”
Solution: Try installing
IMPORTANT: For both 64-bit and 32-bit systems, you need the 32-bit version of the install.

4. SIP settings not saving and Log file says: “Unable to load DLL ‘pjsipDll.dll': The specified module could not be found.”
Solution: Try installing VC 2015 Redistributables:
IMPORTANT: For both 64-bit and 32-bit systems, you need the 32-bit version of the install.

5. There is no log file in same directory as DynamicsTelephony.exe
Solution: Make the parent folder read-write for All Users

6. Cannot logon. Logfile has “…a reference that cannot be resolved: ‘https:…” when connecting to a CRM with Certificate issues.
Solution: Fix the certificate issue. Temporarily try entering the “Organization Url” in settings. You get this from CRM at Settings > Customization > Developer Resources – Organization Service.

7. Getting message “Invalid URL”
Solution: Append main.aspx to the URL. e.g. mycrm\main.aspx

8. Getting message “User is not a System Administrator” on non-English CRM
Solution: Make sure the role the user is assigned is exactly named System Administrator

9. Getting message “Cannot connect to CRM…”.
Solution: Check CRM connection in a browser. If it is OK, then run DynamicsTelephony.exe /admin and re-enter the master Dynamics Telephony user password..see here
IMPORTANT: ONLY do this if ALL users are having this EXACT issue. Otherwise, Dynamics Telephony may stop for ALL USERS. This issue usually only arises during first client installs.

9. Getting message “Cannot connect to CRM…” AND logfile has “..An unsecured or incorrectly secured fault was received from the other party..”
Solution 1: Check client PC and server properly synced to a time server. Check Microsoft KBs for updates related to time / DST for your country.
Solution 2: The Service User (background user) must not use 2-factor authentication. Make a special Service User, with a very strong password,  for Dynamics Telephony to use, that does not use 2-factor authentication. See here.