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Troubleshooting Veeva CRM Engage Host Application Installation / Removal / Upgrade Issues

  • Updated

Overview:

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

Common Symptoms while using any browsers are as follows:

  • The processing icon is spinning and the upgrade process is stalling
  • The previous version is noticed to be shown on the Engage Host App UI
  • Either of the following errors occurs:
    • An unknown error has occurred.  CRM Engage is closed after 10 seconds. Please restart to Continue.
    • Please log in to CRM to manage your remote meetings
    • Installation has failed. There was an error while installing the application. Check the setup log for more information and contact the author
    • Sync is unsuccessful

Root Cause:

  1. These issues can occur in the event. Cookies (Session Cookies) 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. (http://engage.veeva.com/windowshost/Setup.exe).
  2. Allow cookies including Session cookies. The issue is most common in the event Microsoft Internet Explorer or an older version of Microsoft Edge is in use.
  3. Allow popup windows in the web browser.
  4. Upgrade the web browser in use to the latest version. Note: Incognito mode is not supported.
  5. In the event, 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.
  6. 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.

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

  1. The Welcome Page at https://engage.veeva.com must be whitelisted 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 white-listed or trusted by the Security Suite (Antivirus/Firewall) software in use:

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

    TCP Network Traffic needs to be allowed for these connections: To be confirmed by Zoom*

  3. Allow cookies (Session cookies).  This issue is most common in the event Microsoft Internet Explorer or an older version of Microsoft Edge is in use.
  4. Allow popup windows 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 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 Engage Meeting Host Application is working with it. In the event, it works and the Engage Host Application is on the latest version (setup.exe is run), the issue is most likely caused by the unique company set up 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.

Note: Uninstalling Veeva Applications with the legacy control panel is not supported, please use the new Windows 10 UI Control Panel in the event manual uninstallation is attempted.
Note: 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
Note: 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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