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#436 - Failed to parse JSON

Closed Bug? created by jsuarez 3 years ago


I install the plugin for OUTLOOK 2016, try to TEST the login and receive the following message:
JSON ERROR Image 18.png

How can i resolve this?

OS: Windows 10
Outlook 2016
SuiteCRM hosted at
SuiteCRM version 7.9.1

  1. suitecrm member avatar

    SuiteCRM Provider Affiliate

    3 years ago

    Hi jsuarez,

    Is it possible if we could ask you to send your DEBUG logs (logs set at DEBUG level) during replicating the issue to our support email address outlook[at]salesagility[dot]com referencing this Ticket #436. If you could also include what PHP version you are running off of, that would be much appreciated and we'll investigate.

    • SuiteCRM Outlook Plugin Team
  2. paul2 member avatar


    3 years ago

    I have the same issue. I cannot set the log to DEBUG, apparently the add-in doesn't save setting information if there is an error, and we need to restart outlook to change the log level (I have to enter the key, server url, username and password when I restart Outlook, and the log level is reset to Error).

  3. paul2 member avatar


    3 years ago

    PHP version is 5.6.19 running on centos box (Cpanel).

  4. paul2 member avatar


    3 years ago

    To get around this, I added $singleSelect=false to the end of the function declaration for get_data_list on line 85 of SugarWebServiceUtilv4.php
    I realize this is just a workaround, and not a real solution, but it does let me test drive the ad-in.

  5. jsuarez member avatar


    3 years ago

    I'm running PHP 7.0 on cPanel ( Hostgator ).

    Paul2, thanks for your tip, but in my case it doesn't work.

    @SuiteCRM-Outlook-Plugin-Team, please notify us when the bug is fixed, that way we can test the plugin.

  6. michaelcoates member avatar

    michaelcoates Verified Purchase

    3 years ago

    I just purchased this product as well and get the same error. Any solution?

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