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Troubleshooting Veeva CRM Desktop Installation / Removal / Upgrade Issues

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Overview:

This article serves the purpose of troubleshooting Veeva CRM Desktop Application installation, removal, and upgrade issues.

Root Cause:

  1. These issues can occur in the event, that cookies (Session Cookies), and site redirections/popups are not enabled in the Webbrowser.
  2. The Security Suite (Antivirus / Firewall) is in use and blocking the upgrade process.
  3. There is a unique IT environment setup such as browser redirection.

Solution:

Follow these steps to resolve the issue on local desktop computers of end-users:

  1. Run the following executable: setup.exe. (https://engage.veeva.com/windowshost/Setup.exe).
  2. Uninstall Microsoft Edge WebView2 in the Windows 10 Newer Control Panel and install it again.
  3. Allow cookies including Session cookies.
  4. Allow Popups/Site Redirections in the web browser.
  5. Upgrade the web browser in use to the latest version. 
  6. In the event, that the issue persists and Internet Explorer is in use, try disabling Protected Mode. The steps of this can be found in the following Microsoft Documentation: Change security and privacy settings for Internet Explorer 11.
  7. In the event, the issue persists on any web browsers, try clearing all-time browser history/cache (Passwords History is not necessary to be removed) and restart the computer. The steps of clearing the browser/history cache vary among web browsers. Refer to each browser's online help for steps to do this.
  8. In the event, the issue still persists, uninstall the application and remove the folder: [driveletter]:\Users\[Users_username]\AppData\Local\VeevaCRMEngage\

From a global organizational perspective, the following configuration is recommended:

  1. The Welcome Page at https://engage.veeva.com must be allowed listed or added to the Trusted Sites.
  2. In order for the CRM Engage app to auto-upgrade, be sure the following folders and outbound/inbound TCP connections are allowed listed, or trusted by the Security Suite (Antivirus/Firewall) software in use:

    [driveletter]:\Users\[Users_username]\AppData\Local\SquirrelTemp\
    [driveletter]:\Users\[Users_username]\AppData\Local\VeevaCRMEngage\
    [driveletter]:\Users\[Users_username]\AppData\Roaming\ZoomSDK\

     

  3. Allow cookies (Session cookies).
  4. Allow popups/site redirections in the web browser.
  5. Upgrade the web browser in use to the latest version. Download and use the Chromium Microsoft Edge.
  6. Be sure that the Operating System is on the latest version and the latest updates are installed, If applicable.
  7. It is recommended to upgrade all hardware drivers to the latest versions.

In case the issue still persists, it is recommended to try using Google Chrome to test if the CRM Desktop Application is working with it. In the event, it works and the CRM Desktop Application is on the latest version (setup.exe is run), the issue is most likely caused by the unique company setup implemented around Internet Explorer or Microsoft Edge. Veeva has no control and authorization over such setups. It is recommended to contact the Local IT Administrator team in these cases.

Notes:
  • Please use the new Windows 10 UI Control Panel in the event manual uninstallation is attempted.
  • To perform the aforementioned pieces of browser configuration of Microsoft Internet Explorer, refer to the Microsoft Documentation: Change security and privacy settings for Internet Explorer 11
  • In the event, the end-user does not have access to perform the actions listed above, or assistance is required to perform the aforementioned actions, please contact the local IT Administrator team.

Related Documentation:

CRM Help Documentation:

Knowledge Base:

Microsoft Documentation:

 

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