When starting a trial, Live Assist for Microsoft Dynamics 365 may fail to install if you do not adhere to the recommendations on this page. If you need to reinstall Live Assist, contact Support so they can perform the remedial work necessary before you reinstall.
- Don't install Live Assist using the Applications tab in the Dynamics 365 Administration Center.
- Don't install Live Assist using the Dynamics 365 Administration Center solutions page.
- This only installs the underlying package and does not configure the system correctly.
If you do this by mistake, delete the solution from Dynamics 365 > Settings > Solutions page and Contact Support, as we need to do remedial work to rectify the situation.
- This only installs the underlying package and does not configure the system correctly.
- Don't install a second version of Live Assist from the Applications tab in the Dynamics 365 Administration Center.
- Sometimes a second version may appear in the Applications list—if so, ignore the Not Configured version.
- Sometimes a second version may appear in the Applications list—if so, ignore the Not Configured version.
- Don't install Live Assist without using the default email attachment file size.
- If you have previously reduced the file size, the Live Assist provisioning may fail. Before installing Live Assist, set the file size to the default value of 5120, then after the installation has fully completed, you can reduce this setting if required.
See: Dynamics 365 > Settings > Administration > System Settings > Email > File size for attachments
- If you have previously reduced the file size, the Live Assist provisioning may fail. Before installing Live Assist, set the file size to the default value of 5120, then after the installation has fully completed, you can reduce this setting if required.
- Don't install Live Assist into a Microsoft Dynamics 365 sandbox in Administration Mode.
- Sandbox instances are non-production instances of Dynamics 365. When you place a Sandbox instance in administration mode, only users with Dynamics 365 System Administrator or System Customizer security roles are able to sign in to that instance. This prevents the CaféX App User from synchronizing and administering the instance.
- Don't think you have installed Live Assist just by copying/cloning a new Dynamics 365 instance from an existing Dynamics 365 instance that already has Live Assist installed. To install live assist on the new instance you will need to remove the Live Assist solution on it, go to Settings > Solutions and delete the List Assist solution and then follow our install guide at
https://support.liveassistfor365.com/hc/en-us/articles/360006210053-Starting-a-Trial- Please note that removing Live Assist from an instance will also remove/delete all instances of Live Assist Entities such as Chat Activities, Survey Items, etc. from that instance as per standard Microsoft Dynamics functionality.
Microsoft Dynamics 365 configurations that disrupt Live Assist
The following Microsoft Dynamics 365 Organization configurations can prevent Live Assist from cooperating with your Microsoft Dynamics 365 and disrupt the service. As a result, you may have to reinstall Live Assist:
- Don't Delete or Remove any roles or permission from the CaféX App User (CafeXAppUser@cafex.com)
- Don't recreate your Dynamics instance and then reinstall Live Assist.
- Contact Support before reinstalling Live Assist, to help prepare the environment for your reinstall.
- Don't delete the Live Assist solution.
- You cannot reinstall without remedial help from the Support team.
- Don't restore the Dynamics instance to a point before Live Assist was installed and try to reinstall Live Assist.
- You need remedial help from the support team.
- Don't reset the Dynamics instance and try to reinstall Live Assist.
- You need remedial help from the support team.
- Don't rename your organization after installing Live Assist.
- Live Assist does not pick up the name change. It continues to use the original name within the Live Assist Admin Portal.
- Don't change your organization's URL.
- Changes to your Microsoft Dynamics 365 URL require you to reinstall Live Assist.
- Don't promote a Live Assist sandbox installation to production.
- This causes the URL and name of your organization to change causing the issues above.
Further Configuration Disruptions
- Don't administer or create user profiles in the Engagement Portal because users may see features they no longer have access to; resulting in authentication errors (401s). Adding another profile breaks the one-to-one profile relationship between the Administration Portal and the Engagement Portal and thus breaks user management. Instead use the Administration Portal to modify user roles. See:Engagement Portal Profile Faults