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  • Welcome to the MyCRM Support Desk

    Below you'll find instructions for accessing the main areas of our support desk.

    Looking for Something?

    Search our Knowledge Base and see if you can find your answers there.

     

    Remote Support?

    If you have been asked for a Remote Support session, click the link below.

     

    Do you have a question?

    Simply submit a ticket and one of our support
    representatives will be in touch shortly to help you.

     

    Do you have an existing ticket?

    No problem. You can see the status, check for
    updates, and read all of your existing tickets.

     


     


     
  • Create a New Ticket

    Note: If you've already created a ticket and just want to check the status of that ticket, click here.

    Contact Form

    Add Attachment
    Most Asked Questions
    Looking a bit empty

    Where are all the KB Articles?

    We are currently going through the process of creating KB articles and they should start appearing soon.

    If you have any questions, please feel free to submit a support ticket.


    Outlook Troubleshooting

    Enable Tracing

    The following Microsoft knowledge article also gives the instructions to enable tracing.

    http://support.microsoft.com/kb/2862031

    How to enable tracing for the Microsoft Dynamics CRM for Outlook client
    1. Go toStart, clickAll Programs, clickMicrosoft Dynamics CRM, point to Diagnostics, and select the Advanced Troubleshooting tab
    2. Click to mark the Tracing box and click Save

     

    Reproduce Error

    The next step is to perform the actions required to reproduce the error or issue.

    Once this has been reproduced you can turn tracing off by unchecking the Tracing box and click Save

     

    Send Us Log Files

    Next you will need to locate the log files creating from the tracing and compress and send them to us.

    The traces are located in the following directory for Windows 7 and Windows 8:

    %Userprofile% \AppData\Local\Microsoft\MSCRM\Traces

     

    The traces are located in the following directory for Windows XP:

    C:\Documents and Settings\<username>\Local Settings\Application Data\Microsoft\MSCRM\traces

    Add the contents of the folder to a zip file and create a support ticket with any additional information, for example the steps performed to reproduce the error.


    Connecting to Outlook

    Dynamics CRM 2011

    To connect to your MyCRM Dynamics CRM 2011 hosted Organisation connect when prompted with https://dev.mycrmhosted.net

     

    Dynamics CRM 2016

    To connect to your MyCRM Dynamics CRM 2016 hosted Organisation connect with the same url you browse to for the web version when prompted.


    Adding a New User

    New User

    If you would like to add a new user please create a new support ticket and select Hosted as the Department.

    Provide your details, the CRM Organisation, the start date and the new users details.

    The new user details we need are First Name, Last Name and E-mail Address

    If you have multiple new users, you can attach a csv file in the First Name, Last Name, E-mail Address format

     


    Reset Password

    Change Password

    To change your password you will need to log into https://support.mycrmhosted.net and login with your current user name and password

    Once logged in, there is an option to change your current password.

     

    Reset Password

    If you are unable to change your password, please create a ticket and select Hosted as the Department.

    Provide details of the account you wish to reset and we will send a new temporary password to this email address. You can then use the process above to change your password.

     


    View More Questions

     
  • Live Chat

    Most Asked Questions
    Looking a bit empty

    Where are all the KB Articles?

    We are currently going through the process of creating KB articles and they should start appearing soon.

    If you have any questions, please feel free to submit a support ticket.


    Outlook Troubleshooting

    Enable Tracing

    The following Microsoft knowledge article also gives the instructions to enable tracing.

    http://support.microsoft.com/kb/2862031

    How to enable tracing for the Microsoft Dynamics CRM for Outlook client
    1. Go toStart, clickAll Programs, clickMicrosoft Dynamics CRM, point to Diagnostics, and select the Advanced Troubleshooting tab
    2. Click to mark the Tracing box and click Save

     

    Reproduce Error

    The next step is to perform the actions required to reproduce the error or issue.

    Once this has been reproduced you can turn tracing off by unchecking the Tracing box and click Save

     

    Send Us Log Files

    Next you will need to locate the log files creating from the tracing and compress and send them to us.

    The traces are located in the following directory for Windows 7 and Windows 8:

    %Userprofile% \AppData\Local\Microsoft\MSCRM\Traces

     

    The traces are located in the following directory for Windows XP:

    C:\Documents and Settings\<username>\Local Settings\Application Data\Microsoft\MSCRM\traces

    Add the contents of the folder to a zip file and create a support ticket with any additional information, for example the steps performed to reproduce the error.


    Connecting to Outlook

    Dynamics CRM 2011

    To connect to your MyCRM Dynamics CRM 2011 hosted Organisation connect when prompted with https://dev.mycrmhosted.net

     

    Dynamics CRM 2016

    To connect to your MyCRM Dynamics CRM 2016 hosted Organisation connect with the same url you browse to for the web version when prompted.


    Adding a New User

    New User

    If you would like to add a new user please create a new support ticket and select Hosted as the Department.

    Provide your details, the CRM Organisation, the start date and the new users details.

    The new user details we need are First Name, Last Name and E-mail Address

    If you have multiple new users, you can attach a csv file in the First Name, Last Name, E-mail Address format

     


    Reset Password

    Change Password

    To change your password you will need to log into https://support.mycrmhosted.net and login with your current user name and password

    Once logged in, there is an option to change your current password.

     

    Reset Password

    If you are unable to change your password, please create a ticket and select Hosted as the Department.

    Provide details of the account you wish to reset and we will send a new temporary password to this email address. You can then use the process above to change your password.

     


    View More Questions
  • Check Existing Ticket

    If you've already created a ticket and just need to check the status of that ticket, simply enter the email address you used to create the ticket below and click the button.

  • Click Here to Reset the Header

    You can customize the header by uploading two separate files.

    The background image and goes from the left side to the right side or the screen.

    The header image should contain your companies logo and anything else you wish to put on it. It will lay on top of the background image.

    The header image should be 1138 pixels wide and the same height as the background.
    Anything smaller than 1138 pixels will work as well (It centered across the top.)

    Below is an example of what your background image could look like:


    Below is an example of a header image. Note that it has a transparent background as it will lay on top of the background above (not required):


    Background Image:

    Header Image:

  • Edit Knowledge Base Articles


    Article Name Assigned Category Priority URL Hits T
    Outlook TroubleshootingDynamics CRM View45T
    Connecting to OutlookMyCRM Hosted View37T
    Adding a New UserMyCRM Hosted View29T
    Reset PasswordMyCRM Hosted View19T
    Looking a bit emptyFAQ View25T
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