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#5657 - Empty email in Suite CRM 8.7
Hi,
The tool seems correctly configured. I can archive emails from Outlook to object in SuiteCRM and see the emails attached to the object in SuiteCRM. Synchronisation with Azure works. However, when I click on an email, it opens a blank window in SuiteCRM.
In the SuiteCRM log file,
I get the following error when **open the contact **where the email is listed in History
Tue Mar 25 12:28:42 2025 [194757][1][FATAL] Mysqli_query failed.
Tue Mar 25 12:28:42 2025 [194757][1][FATAL] SubpanelCustomQueryPort: Error executing custom query Query Failed: SELECT emails.date_sent_received FROM notes LEFT JOIN contacts contacts ON notes.contact_id=contacts.id AND contacts.deleted=0
AND contacts.deleted=0 LEFT JOIN users jt1 ON notes.assigned_user_id=jt1.id AND jt1.deleted=0
AND jt1.deleted=0 INNER JOIN contacts notes_rel ON notes.contact_id=notes_rel.id AND notes_rel.deleted=0
where ( notes.contact_id='7931d030-5f88-7f8a-adb4-67e29f146fa0') AND notes.deleted=0 ORDER BY emails.date_sent_received DESC LIMIT 1: MySQL error 1054: Unknown column 'emails.date_sent_received' in 'field list'
And I get the following error **when clicking on the corresponding email in the list: ** Tue Mar 25 12:27:22 2025 [175810][1][FATAL] Exception handling in /var/www/html/suite-crm/public/legacy/include/MVC/Controller/SugarController.php:397 Tue Mar 25 12:27:22 2025 [175810][1][FATAL] Exception in Controller: No module defined
Thanks for your assistance.
Patrick
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one month ago
This error seems to be unrelated to the plugin itself. It appears you have some custom code relating to subpanels which is failing. We would suggest you either resolve the error in the custom code or remove it if it's no longer required. Assistance with this is outwith the scope of the outlook plugin support.
one month ago
This is the only plugin that is installed on my SuiteCRM vanilla install. No custom code has been added.So I wouldn't know what custom code to look at. Anyway, the second error above might be because there was some Notes also attached to the contact to which I've archived the emails from outlook. In order to isolate root cause of the blank screen when trying to open the archived email, I created a contact John Doe and archive one email from outlook to this contact. (See attachment BlankEmail.png) Here are the logs resulting from the click on the email and the display of a blank page: it seems the system look for an email template to display the email archive from outlook. Did I miss some required email template configuration? What is the expected behaviour and what should be displayed when clicking on the archived email in SuiteCRM?
Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query:SELECT acc.id, acc.name, con_reports_to.first_name, con_reports_to.last_name from contacts left join accounts_contacts a_c on a_c.contact_id = '7931d030-5f88-7f8a-adb4-67e29f146fa0' and a_c.deleted=0 left join accounts acc on a_c.account_id = acc.id and acc.deleted=0 left join contacts con_reports_to on con_reports_to.id = contacts.reports_to_id where contacts.id = '7931d030-5f88-7f8a-adb4-67e29f146fa0' ORDER BY a_c.date_modified DESC Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query Execution Time:0.00078010559082031 Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] SugarBean[Contact].load_relationships, Loading relationship (user_sync). Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query:SELECT user_id id FROM contacts_users WHERE contacts_users.contact_id = '7931d030-5f88-7f8a-adb4-67e29f146fa0' AND contacts_users.deleted=0 Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query Execution Time:0.00035500526428223 Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] SugarBean[Contact].load_relationships, Loading relationship (account_id). Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] SugarBean.load_relationships, failed Loading relationship (account_id) Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] SugarBean[Contact].load_relationships, Loading relationship (account_id). Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] SugarBean.load_relationships, failed Loading relationship (account_id) Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] SugarBean[Contact].load_relationships, Loading relationship (reports_to_link). Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] SugarBean[Contact].load_relationships, Loading relationship (campaign_contacts). Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query:SELECT ea.email_address, ea.email_address_caps, ea.invalid_email, ea.opt_out, ea.confirm_opt_in, ea.date_created, ea.date_modified, ear.id, ear.email_address_id, ear.bean_id, ear.bean_module, ear.primary_address, ear.reply_to_address, ear.deleted FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id WHERE ear.bean_module = 'Contacts' AND ear.bean_id = '7931d030-5f88-7f8a-adb4-67e29f146fa0' AND ear.deleted = 0 ORDER BY ear.reply_to_address, ear.primary_address DESC Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query Execution Time:0.0005958080291748 Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] Hook called: Contacts::after_retrieve Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] Limit Query:SELECT ea.email_address FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id WHERE ear.bean_module = 'Contacts' AND ear.bean_id = '7931d030-5f88-7f8a-adb4-67e29f146fa0' AND ear.deleted = 0 AND ea.invalid_email = 0 ORDER BY ear.primary_address DESC Start: 0 count: 1 Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query:SELECT ea.email_address FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id WHERE ear.bean_module = 'Contacts' AND ear.bean_id = '7931d030-5f88-7f8a-adb4-67e29f146fa0' AND ear.deleted = 0 AND ea.invalid_email = 0 ORDER BY ear.primary_address DESC LIMIT 0,1 Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query Execution Time:0.00049114227294922 Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] Call(4697d14b-089b-0f32-1ffb-67e29fc0d72a): contact_name = Mr. John Doe Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] Call(4697d14b-089b-0f32-1ffb-67e29fc0d72a): contact_phone = Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] Call(4697d14b-089b-0f32-1ffb-67e29fc0d72a): contact_id = 7931d030-5f88-7f8a-adb4-67e29f146fa0 Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] Call(4697d14b-089b-0f32-1ffb-67e29fc0d72a): contact_email1 = jondoe@novel-t.ch Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] SugarBean[Email].load_relationships, Loading relationship (emails_email_templates_idb). Wed Mar 26 07:11:09 2025 [175809][1][ERROR] Unable to find relationship emails_email_templates Wed Mar 26 07:11:09 2025 [175809][1][WARN] emails_email_templates_idb for emails_email_templates failed to load
Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] Hook called: Emails::after_retrieve Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query:SELECT from_addr, reply_to_addr, to_addrs, cc_addrs, bcc_addrs, description, description_html, raw_source FROM emails_text WHERE email_id = '4697d14b-089b-0f32-1ffb-67e29fc0d72a' Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query Execution Time:0.00034403800964355 Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query:SELECT email_address, address_type FROM emails_email_addr_rel eam JOIN email_addresses ea ON ea.id = eam.email_address_id WHERE eam.email_id = '4697d14b-089b-0f32-1ffb-67e29fc0d72a' AND eam.deleted=0 Wed Mar 26 07:11:09 2025 [175809][1][INFO] Query Execution Time:0.00035786628723145 Wed Mar 26 07:11:09 2025 [175809][1][DEBUG] Using Action View Map:detail Wed Mar 26 07:11:09 2025 [175809][1][DEPRECATED] Array ( )
one month ago
It seems the system look for an email template to display the email archive from outlook. Did I miss some required email template configuration?
There is no template configuration required, that error relates to a missing relationship rather than a missing template. There is an option in the administration to Rebuild Relationships. It may be worth running this followed by a quick repair and rebuild. Please take a full backup of your code and database before doing so.
The messages above do not show the reason for the white screen you experience, they are likely recorded in your Apache log files.
one month ago
Hello, I did a complete reinstall of a vanilla SuiteCRM 8.7 and install the plugin. No other modules or plugins have been installed. All works as before. I can archive emails in SuiteCRM from Outlook. Sync works. I still get a blank page when clicking on the only email listed in the history. The email is stored in the database in table emails and emails_text (email id=f3d75628-6c9c-135e-69c3-67e56cb753cb)
The last part of the returned html displayed as a blank page in Google Dev tool is: <!-- Start of page content -->
one month ago
To complement the above: I get a status of code of 200 for URL Request URL: https://crm-uat.novel-t.ch/legacy/index.php?offset=1&module=Emails&action=DetailView&record=3ff8071a-52b0-0e70-8b2f-67e570cd7fde
No error in Apache logs
And the last part of the response is only this (nothing after): <!-- Start of page content -->
one month ago
~<!-- Start of page content -->
one month ago
Sorry the HTML I'm pasting in the comment is interpreted and doesn't show. I put it in attachment as a picture.
one month ago
one month ago
Hi Patrick,
The plugin is working as expected and is currently in production usage by several of our clients on 8.8.0
The email import process and display functionality is actually part of SuiteCRM Core. It's possible the email you are importing has something unique which is potentially triggering a bug in the application. To help us diagnose this can you please export the full email from Outlook and send it to outlook [at] salesagility [dot] com
We can then attempt to replicate the issue you see and pass it over to the product team if necessary.
3 weeks ago
Hello, we made progress in debugging the problem. The email archived from Outlook using the plugin is listed in the History tab of the corresponding module. We understand it is because the email is listed in the 'emails_beans' table. Moreover the email is also correctly added to the 'emails' table. However, opening this email displays a blank page. It seems that the problem is because the Outlook plugin do add a row in the 'emails' table but it is not filling the parent_type and parent_id in the table. As soon as we've filled those two fields manually directly into the table, the email is displayed correctly.
Are we missing some configuration that would explain that or is it looking like a bug?
Thanks
3 weeks ago
Hi Patrick, We believe this issue is a core issue which was fixed in the SuiteCRM 8.8.0 release.
3 weeks ago
I installed 8.8.0 and the manual archiving works now. I can display the archived emails from Outlook in SuiteCRM. However, I don't see the "Outlook Sync Settings" Tab under a User Edit page. The Outlook Sync tasks do report success!
2 weeks ago
Hi Patrick,
It may be worth uninstalling and reinstalling the plugin following the upgrade.
2 weeks ago
I did an install of SuiteCRM 8.8 from scratch. It was NOT an upgrade. I cannot set the Outlook Sync Setting from an Admin user as I get the Undefined Tab instead. However, I've noticed that if I log as a user (non admin), I get the Outlook Sync Settings Tab in the user profile. This is contrary to the documentation. But the list of folders there to select is empty.
2 weeks ago
An empty folder list is often caused by an incorrectly configured Azure account. Please double check your logs for related messages and run through the setup steps here: https://store.suitecrm.com/docs/SuiteCRM-official-outlook-plugin/auto-archive-functionality
2 weeks ago
It was a permission issue in Azure indeed. Now I can see the list of folders. However, the settings show OK when I'm logged in a specific user but if I access the user profile from an Admin account, label shows "Undefined" and the Tab label is also "Undefined" What I see when login as user:
When I'm logged in as Admin:
one week ago
Can you clarify what you mean by access the user profile from an admin account?
Do you mean access your own user profile as an administrative user?
one week ago
It is when an Admin user i.e. a user with User Type = "System Administrator User" accesses the profile of another "Regular User" to select the folders to Sync.