Maps for Sage CRM – Troubleshooting
This page covers common problems with Maps for Sage CRM and the checks that may resolve them.
Records are missing from the map
If an expected record does not appear, check:
- Its entity is selected.
- It is within the current map area or radius.
- It matches any active filter.
- It belongs to the selected CRM Group.
- You can access it in CRM.
- It has an address and saved map coordinates.
Clear filters and Group selections, then search for the record or zoom into its expected location.
If the map indicates that more results are available, zoom in to reduce the area being displayed.
If the record is still missing, ask your administrator to check its address configuration and geocoding status.
CRM Group shows less pins than expected
Not every Group member will necessarily appear as a pin.
Check that the missing records have saved coordinates, are within the current map area or radius and match any active filters.
Your CRM access also applies. Selecting a Group does not grant access to records you cannot otherwise view.
A pin is in the wrong location
Check the address held in CRM, including the town, postcode and country.
If the record has multiple addresses, check that the correct address is selected.
An incomplete or ambiguous address can produce an unexpected location. Correct the address first, then use the address lookup option where available.
If the address is correct but the pin needs a precise adjustment, use manual pin editing if permitted.
Moving a pin changes its saved map position; it does not change the postal address in CRM.
An address change has not moved the pin
Check whether the location was positioned manually. Manually saved positions are protected from automatic replacement.
If it was not positioned manually, ask your administrator to check:
- Automatic address processing is enabled.
- The address change has been queued.
- The queued lookup has completed successfully.
- The entity is configured to use the address you changed.
Use the Queue page to investigate pending or failed lookups.
The map is blank or displays a Google Maps error
Reload the map from CRM.
If the problem continues, ask your administrator to check:
- The Map display API key is configured correctly.
- The required Google Maps services and billing are enabled.
- Browser restrictions allow the address used to access CRM.
- The browser can reach Google Maps.
- Any changed settings have been saved and the Maps application restarted.
Use the Queue page to investigate pending or failed lookups.
The map displays, but address lookups fail
Map display and address lookup use separate API keys. A working map does not confirm that address lookup is configured correctly.
Ask your administrator to run Test address lookup from Settings.
If the test fails, check:
- The Address lookup API key.
- Google API access, billing and key restrictions.
- Internet access from the CRM server.
If the test succeeds but a particular record fails, check that record’s address and entity address configuration.
The Map tab is missing
Ask your administrator to check that the entity is configured in Maps and its generated CRM component has been installed successfully.
If the tab was recently added, sign out of CRM and sign in again.
Do not reinstall components repeatedly without first checking the installation result.
An entity is missing from the selection panel
The entity may not be configured for mapping or available to your CRM account.
Ask your administrator to check the entity configuration and whether a Maps application restart is required.
If an administrator can see the entity but an ordinary user cannot, check the user’s CRM permissions.
The map reports an expired session or access error
Reopen the map through its CRM Map tab or the standalone Maps option.
If necessary, sign out of CRM and sign in again.
Always launch Maps from CRM so that it can use your current CRM session.
If the error continues, tell your administrator whether it affects one record, one user or everyone.
Manual pin editing is unavailable or will not save
Check that you have selected a record pin and, where applicable, the correct address.
The ability to edit a position depends on your CRM permissions and the application configuration.
If saving produces an error, record the message and contact your administrator. They should check your access and the application’s database connection and write permissions.
A lookup field does not offer the map selector
The map selector must be enabled for the relevant entity.
Some Advanced Search Select fields use configurations that are not supported by the map selector, including certain custom SQL, linked-field behaviour and multiple selections. These continue to use the normal CRM selector.
Ask your administrator to confirm whether the field is eligible and whether a restart is needed after enabling the option.
A record is missing from the lookup map selector
Check that the record has saved coordinates and is accessible to your CRM account.
The lookup field may also restrict the available records through a parent selection. Check that the record meets that restriction.
Use the name search where available or the normal CRM selector.
A filter returns unexpected results
Check:
- The entity to which the filter applies.
- The selected fields, comparisons and values.
- Whether the filter matches all conditions or any condition.
- Any active CRM Group selection.
- The current map area or radius.
Clear the filter and add conditions one at a time to identify which condition changes the results.
If you loaded a saved filter, check its conditions before applying it.
Queued address lookups are not progressing
An administrator should check that:
- Process automatic address updates is enabled in Settings.
- The Maps application is running.
- The application can connect to the CRM database.
- The licence is valid.
- Google address lookup is working.
Review Queue for statuses and errors. A delay before another attempt may be expected after a failed lookup.
A bulk geocoding batch fails
Check whether the batch failed while preparing its record selection or whether individual address lookups failed.
For a preparation failure, review the batch error and check the selected entities, conditions, address configuration and database access.
For individual lookup failures, review the affected items in Queue.
Correct the underlying issue before retrying. A completed batch can still contain failed lookups, so check its final result.
Settings changes have not taken effect
Check that the changes were saved successfully.
Restart the Maps application where instructed, then reload the map.
An administrator can restart Maps by recycling the MapsForSageCRM application pool in IIS Manager. This may interrupt open map sessions.
A licence message appears
A missing, invalid or expired licence prevents normal map use.
Ask your administrator to open Licence, check the status and enter a valid replacement key where required.
If validation fails, record the error and contact your implementation partner or Mulsanne Systems.
Maps stops working after database details change
If the SQL Server, database name or authentication details have changed, update them using the supplied Windows configuration application on the CRM server.
Check that the configured account has the required database permissions.
With Windows authentication, access depends on the identity running the Maps application. A successful connection using an administrator’s own account does not establish that the application has access.
After updating the connection, check that Maps can read CRM records and save mapping information.
Getting help
Users should contact their CRM administrator first. Administrators can refer unresolved problems to their implementation partner or Mulsanne Systems.
Provide:
- The Maps for Sage CRM and Sage CRM versions.
- What you were trying to do.
- The steps that reproduce the problem.
- The affected entity and record.
- The exact error message.
- Whether it affects one user or all users.
- Any recent installation or configuration changes.
- A screenshot where possible.
Do not include passwords, API keys or licence keys. Remove sensitive CRM information from screenshots where appropriate.