Troubleshooting Client Install

1. 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.

2. 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

3. 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

4. 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.

5. 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.

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

7. 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.

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

9. 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

10. 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.