---
title: Troubleshooting and maintenance
slug: campaign/docs/troubleshooting-and-maintenance
docTags: 
createdAt: 2026-07-20T15:44:38.502Z
---

:::hint{type="info"}
**Note**

This topic is for administrators and developers with administration access rights in Microsoft Dynamics.
:::

This topic describes how to troubleshoot and maintain the Microsoft Dynamics CRM integration for Optimizely Campaign. The following is included:

- [Checking](docId\:KcTUKPG89t1uvpI6Bw8eN) workflows for activity and errors.
- Common [error messages](docId\:KcTUKPG89t1uvpI6Bw8eN).
- Reducing [storage space](docId\:KcTUKPG89t1uvpI6Bw8eN) used by the integration.
- Managing divergent [time stamps](docId\:KcTUKPG89t1uvpI6Bw8eN).
- [Service updates](docId\:KcTUKPG89t1uvpI6Bw8eN) for Microsoft Dynamics 365 Online

## [troubleshooting-and-maintenance.mdx](docId\:KcTUKPG89t1uvpI6Bw8eN)Checking workflows for activity and errors

Active and running workflows are shown in the CRM settings under **System jobs**. You can apply a filter for the Optimizely Campaign workflows under **Entity**. There are these categories:

- API data
- Recipient Packages
- Client
- Mapping

![Image: Check Workflows](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/y8eMUc5rb3Eg7cmE10AWU-20260720-145405.png "Image: Check Workflows")

Regularly check the **Client** and **Recipient Packages** workflows for errors. See [Workflow error messages](docId\:KcTUKPG89t1uvpI6Bw8eN).

Do the following to check workflow activity for a client:

1. In Microsoft Dynamics CRM, open the settings and click **Clients** under **Episerver Campaign**.
2. Double click the client. The following is under **Information**, providing the time of the last data import:

   - Last clicks date.
   - Last opens date.
   - Last responses date.
   - Last unsubscribes date.
   - Date of last bounce limit overruns.

   ![Image: Check client work activity](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/4wqZRCfg31A4OstxWliTF-20260720-145405.png "Image: Check client work activity")

:::Paragraph{indent="1"}
If one or more imports were done more than an hour ago, the workflow is no longer active. This can be due to insufficient resources within the CRM, or a network problem.
:::

3. Click **Run Workflow** and select the workflow to restart. If the problem persists after restart, contact your system administrator.

## [troubleshooting-and-maintenance.mdx](docId\:KcTUKPG89t1uvpI6Bw8eN)Viewing workflow error messages

If a workflow did not run successfully, **Status Reason** under **Settings** > **System** > **System Jobs** shows the message **Failed**.

![Image: Workflow error messages](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/G54iFsCjXG3BaCbJcKqac-20260720-145405.png "Image: Workflow error messages")

1. Click the name of the corresponding system job to see a detailed description of the error.

   ![Image: Workflow error details](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/fzWehvhAHgY38B02Nn3pm-20260720-145405.png "Image: Workflow error details")
2. Resolve the error.
3. If you are unable to resolve the error, click **Details** to see the trace for the workflow.

   ![Image: Trace workflow details](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/IEjzQpZhXM9E1FrGDSqsZ-20260720-145405.png "Image: Trace workflow details")
4. Copy the trace text and error message with the time stamp for the error, and contact [customer support](docId\:ZWe1T3UPz3JW6_4mc76qV) providing the information.

### Common error messages

| Error message                                                                                                 | Description                                                                                                                   |
| ------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- |
| The specified mailing is not assigned to the mandator.                                                        | You have selected a mailing for the campaign that is not assigned to the same client as the selected marketing permission.    |
| The number of flat recipient field values (57) is not a multiple of the number of recipient field names (18). | The configuration of the fields to be transferred does not match the recipient list fields of the Optimizely Campaign client. |

## [troubleshooting-and-maintenance.mdx](docId\:KcTUKPG89t1uvpI6Bw8eN)Reducing used disk space

Reducing used disk space is optional. The integration operation will not be affected if this is not done. However, you will save storage resources and have a better overview of workflows.

The following options are available:

- Delete recipient packages no longer required.
- Delete completed workflow jobs.

### Deleting recipient packages no longer required

1. Open Microsoft Dynamics CRM and select **Settings** > **Recipient Packages**.

   ![Image: Open settings](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/vPhOzwEoo01rRWwuVeGHP-20260720-145405.png "Image: Open settings")
2. Click the arrow next to **Active Episerver Campaign Recipient Packages**.

   ![Image: Select recipient packages](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/W8UCC-1CByISO22pdgEDI-20260720-145405.png "Image: Select recipient packages")
3. In the drop-down list, select **Old Episerver Campaign Recipient Packages**.

   ![Image: Select old recipient packages](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/hubE3TV3kLVMOM84rK12v-20260720-145405.png "Image: Select old recipient packages")
4. Select the recipient package to delete and click **Delete**.

### Deleting completed workflow jobs

By default, Microsoft Dynamics keeps completed workflow jobs. To configure automatic deletion of completed workflow jobs, do the following:

1. Open Microsoft Dynamics CRM and select **Settings** > **Processes**.

   ![Image: Select Processes](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/wiCqrSlo5gsAuIdObZQgw-20260720-145405.png "Image: Select Processes")
2. Click the arrow next to the title.

   ![Image: Open processes](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/7FdUYgmPWv44IYJWNcUNE-20260720-145405.png "Image: Open processes")
3. In the drop-down list, select the corresponding option, such as **Activated Processes**.

   ![Image: Select process](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/moM4vSXI83ESHVDmynzB4-20260720-145405.png "Image: Select process")
4. Click the workflow for which the job should be automatically deleted after completion.
5. Under **Workflow Job Retention**, select **Automatically delete completed workflow jobs (to save disk space)**.

   ![Image: Set automatic deletion](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/cJ0s__zPq7IgwbTMQus4d-20260720-145405.png "Image: Set automatic deletion")

   :::hint{type="info"}
   **Note**

   To select the check box you may have to deactivate the workflow for a short period. When you have selected the check box, reactivate the workflow.
   :::
6. Click **Close**.

## [troubleshooting-and-maintenance.mdx](docId\:KcTUKPG89t1uvpI6Bw8eN)Managing divergent time stamps

The behavior of the date fields in Microsoft Dynamics CRM can lead to divergent time stamps in CRM and Optimizely Campaign. When using date fields with time specifications, use the *User Local* field type, as this will consider the time zone set for the user during data synchronization.

Do the following to check the data format in the field settings:

:::Paragraph{listStyleType="decimal" indent="2"}
In Microsoft Dynamics CRM, locate the affected date and time field.
:::

![Image: Locate date and time field](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/Ob4zu6co49IOinGimGPlN-20260720-145405.png "Image: Locate date and time field")

1. Edit the field, and check the properties to see if the field is defined as *User Local*.

   ![Image: Edit properties](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/aKxKEMc7AUWlugjvjTff7-20260720-145405.png "Image: Edit properties")

:::Paragraph{indent="1"}
If the field is defined as *Time-Zone Independent*, it will not consider the time zone set in CRM. Optimizely Campaign, will convert the time for display to the time zone of the user, so that deviations may occur.
Once the field has been saved in CRM as *Time-Zone Independent*, it can no longer be changed. In this case, the field should be deleted and recreated.
:::

## [troubleshooting-and-maintenance.mdx](docId\:KcTUKPG89t1uvpI6Bw8eN)Service updates for Microsoft Dynamics 365 Online

:::Paragraph{indent="1"}
Microsoft releases service updates for Microsoft Dynamics 365 Online on different times without an announcement. Service updates might affect the functionality of the Microsoft Dynamics CRM integration for Optimizely Campaign. Optimizely cannot exclude possible malfunctions in advance. For more information about service updates, see [Microsoft Support](https://support.microsoft.com/en-us/help/2925359/microsoft-dynamics-crm-online-releases).
:::