FAQ and Troubleshooting

Answers to common questions about the Dynamics 365 App, and fixes for the messages that the Fours side pane shows. If you set up the app for the first time, start with Install the Dynamics 365 App.

The pane says that I need the Fours User role

The pane shows “You don’t have access to Fours”. Under it, the pane reads “Ask your Dynamics administrator to give you the Fours User security role.” Your Dynamics 365 user has no Fours security role.

1. Ask a System Administrator to assign Fours User to your user. See Security Roles.
2. After the assignment, reload the opportunity page and select Fours again.

Fours Admin and Fours Approver also open the app. A user with the System Administrator role does not see this message.

The pane says “Fours is not connected”

The full message is “Fours is not connected. Ask your administrator to connect Microsoft Dynamics 365 in the Fours console.” The environment has no connection to Fours. Fours writes the connection when an admin connects the org-level integration after the solution is installed.

1. Make sure that the Fours for Dynamics 365 solution is installed in the environment.
2. Make sure that the Fours application user has the Fours Integration role.
3. In the Fours Console, connect the org-level Microsoft Dynamics 365 integration.
4. If the integration was connected before the solution was installed, disconnect it and connect it again.

For the full steps, see Install the Dynamics 365 App.

An offer does not show in the pane

The pane shows the co-sells, offers, offer sets and agreements that are linked to the open opportunity. An offer gets this link when someone creates it, or saves it as a draft, from the pane of that opportunity. The pane does not show an offer that someone created in another place, for example in the Fours Console.

Other reasons for a missing card:

• The pane leaves out default offers, public offers and deleted agreements, as the Fours Console does.
• The pane shows 20 cards for each cloud. To see the rest, select Show more.
• The pane shows the list from the time that it loaded. To load it again, select Refresh in the pane header.
• An offer set that is not created yet stays in the browser where you started it. Another browser, or a browser with cleared storage, does not show it.

The Fours button does not show

The Fours button is on the opportunity record page only, next to Save. It is not on the opportunity list or on other record pages. If the button is not on an opportunity record, make sure that the Fours for Dynamics 365 solution is installed in the environment. Then reload the page.

A new version does not show after an update

Reload the Dynamics 365 page. For a while after an update, Dynamics 365 can keep the previous version of the pane in its cache. A normal reload does not always load the new version.

1. Reload with Cmd+Shift+R on Mac or Ctrl+Shift+R on Windows.
2. If the previous version still shows, wait a while and reload again.
3. Make sure that the new version is installed. See Versions.

Who can approve offers?

Only a user with the Fours Approver role, and only when offer approval is on. An administrator turns on offer approval on the Fours Configuration row in Dynamics 365. Then users without Fours Approver submit offers for approval, and only a Fours Approver can create offers and offer sets.

Fours Admin and System Administrator do not make a user an approver. Assign Fours Approver to each person who approves offers. See Offer Approval.

Does the app need a separate license?

No. The app works with your Fours account. It calls Fours through the org-level Microsoft Dynamics 365 integration of your organization. Users do not sign in to Fours, and they keep their Dynamics 365 Sales roles.

Which clouds does the app support?

AWS only. You can create AWS Marketplace offers and AWS co-sells from the pane. Azure and Google Cloud are not supported yet.