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3 SP2
Installation and Upgrade Guide
Revision: IMP-UPG-ENG-73SP2-1.0
Updated: April 2016
© 2016, The Sage Group plc or its licensors. Sage, Sage logos, and Sage product and service names mentioned
herein are the trademarks of The Sage Group plc or its licensors. All other trademarks are the property of their
respective owners.
System architecture
Sage CRM is a 32-bit application which can run on a 64-bit server. Sage CRM installations comprise of a Sage CRM
server and a database server. As Sage CRM is a web-based solution, each user needs a web browser and IP
connection to the Sage CRM server to access the system.
The Sage CRM server runs the following:
l IIS
l ISAPI DLL which includes HTML / Page generation objects, session / persistence manager, customizable
business objects, business logic objects, security manager, and database service objects.
l Apache Tomcat which includes the interactive dashboard, SData manager, Apache POI, Exchange Server Sync
Engine, and E-marketing. You can deploy Exchange Server Sync Engine on a remote server. For more
information, see the System Administrator Guide.
The database server is SQL Server. A file share is also required to store library files, although this is generally stored
on the Sage CRM server.
External services include the email server, Emarketing platform, GCRM enbabled accounting solution endpoints,
and Exchange Server. Data is sent through an optional firewall from the web browser and external services to the
Sage CRM server over HTTP (Internet / Intranet) and from the Sage CRM server as HTML, Java Script, Dynamic
HTML and style sheets.
Sage CRM connects to the database using Microsoft Data Access Components (MDAC). The latest version of
MDAC is installed as part of the Sage CRM setup if it's not already on the system.
5. Ensure that the Anonymous Authentication Credentials are using Application Pool Identity or are hard-coded with
a local administrator account. If they are not, you may experience issues when editing CRM System Settings.
Database servers
l Enable TCP/IP for SQL Server installations.
l If you're installing Sage CRM on a separate machine to the database server, you need the Microsoft SQL Server
client tools on the application server. These tools are included in SQL Server Express which you can install
during the Sage CRM installation.
l Use a dedicated SQL Server user for Sage CRM rather than the sa user. Alternatively, ensure there's a back-up
user with the same privileges as sa in SQL Server. Both measures prevent access issues if the sa user gets
locked out of Sage CRM.
l In a high-availability environment, Sage CRM can be used with a Microsoft SQL server cluster in an
active/passive configuration. This configuration provides resiliency in the database layer. You should configure a
Microsoft SQL Server cluster according to Microsoft’s specifications and guidelines. Provide the SQL cluster
address and SQL logon credentials when prompted in the Database Server Login dialog box during the Sage
CRM installation. For more information, see Installing Sage CRM (page 17).
l The default setting for the initial database size is 0.5GB (512 MB), but you can change it during installation. Use
SQL Express editions for demo installations of Sage CRM only. They are not recommended for production
environments because of database size restrictions. SQL Server 2014 allows you to create a 10GB database.
You can install SQL Server Express during the Sage CRM installation.
l Database security. Users do not have direct access to the SQL database. The eWare DLL accesses the
database using a predefined logon. When a user requests data, the eWare DLL connects to the database using
MDAC and retrieves the required data. For more security you can configure eWare DLL to access SQL using a
login with limited access, or access with the appropriate rights to add, change and delete data from every table in
the database. Address the potential of remote users obtaining administrator level access to the system by
ensuring appropriate passwords are associated with the "sa" account. Further measures, specific to the SQL
server, include:
5. Enter the installation name and set the default location for the program files. We recommend you use the default
installation name CRM. If you enter an alternative name, ensure there are no spaces in the name. IIS looks in the
default location for the Sage CRMhome page. Extended characters in the installation path or folder are not
supported. To include extended characters, you must implement a workaround, such as running Tomcat as a
service using the .NET tool RunAsService. This is an open source tool (http://runasservice.sourceforge.net)
which registers a .NET Windows service that's configured to run any executable.
6. Confirm the database server name, your SQL Server user ID, and enter your password.
7. Select Include basic demo data to get sample companies, leads, opportunities, cases, solutions,
communications, people, territories, users, campaigns, and workflows. If you don't include demonstration data,
you get sample workflows only.
8. Select optional add ons. For example, Sample Self Service support site.
9. Choose a default currency. The default currency is displayed in a read-only format against all currency type fields
in Sage CRM. If your implementation deals with multiple currencies, this forms the Base Currency against which
all other currencies are calculated. If your default currency is not displayed on the list, click New. Add the
currency name and internationally recognized code and click OK. For example, Norwegian Krone and NOK. The
new currency is displayed in the list.
11. Opt in or out of web analytics, review the current settings, and click Yes to stop IIS.
Web analytics does not collect any personally identifiable information. Rather, web analytics collects data on
how Sage CRM user interface elements are used. By opting into web analytics, you can help make Sage CRM
better.
12. Complete the registration details, and click Finish. If registration is unsuccessful, you can manually register in
<My Profile> | Administration | System | License Key Details.
Please note that you cannot register your license key more than five times. If you need to register the key more
than five times, please contact your business partner.
8. Opt in or out of web analytics, review the current settings, and click Yes to stop IIS.
9. Click Finish.
Uninstalling manually
The steps listed below use the default installation name (CRM) and the WINNT system directory.
1. To remove all CRM services (Escalation, Integration, Email Manager, and Indexer) and the Apache Tomcat
service, open the command prompt and type
..\Program Files(x86)\Sage\CRM\Services>crmindexerservice.exe /U
..\Program Files(x86)\Sage\CRM\[install name]\tomcat\bin>service.bat remove [install name]Tomcat7
2. To unregister the DLL, click Start | Run and type: regsvr32 "..\Program Files(x86)
\Sage\CRM\CRM\WWWRoot\eware.dll" /u. Enclose the path in quotation marks to allow for the space between
Program and Files. When the RegSvr32 dialog box is displayed, click Yes.
3. To delete the CRM connection, click Start | All Programs | Administrative Tools | Internet Information
Services (IIS) Manager. Expand the Connections tree in the left pane to open Default Web Site and delete the
CRM entry.
4. To delete the CRM database, click Start | Programs | Microsoft SQL Server | Enterprise Manager. Expand
the Databases tree in the left pane and delete the CRM entry.
5. To remove the registry entries for a single installation, click Start | Run. Type Regedit and click OK. Expand
HKEY_LOCAL_MACHINE/SOFTWARE/ and delete the eWare folder.
6. To remove the registry entries for multiple installations, click Start | Run. Type Regedit and click OK. Expand
HKEY_LOCAL_MACHINE/SOFTWARE/eWare/Config and delete the appropriate key. Expand HKEY_
LOCAL_MACHINE/SOFTWARE/eWare/Mapping and delete the appropriate key.
7. To delete the CRM installation directory, click Start | Run , type net stop iisadmin /y and click OK. The web
service stops. Go to ... \Program Files\Sage\CRM\CRM and delete the folder containing CRM installation files.
Then go to C:\winnt\system32 and delete eware.cpl.
8. Reboot your computer.
*Or longer – Regularly shrinking a database fragments the drive on which it is running, which reduces performance. If
the database and transactional log file backups are carried out, the Shrink Database task may not be required.
** Except the night on which the full database is backed up.
Then install Sage CRM on the other web servers in the cluster. Follow the instructions in the installation wizard for a
typical Sage CRM installation. Do not register these web servers. Set the installation name and database server
name to the values used for the primary web server. Do not install the database on these web servers.
Field Description
CRM Server Names The names of the Sage CRM servers in the cluster separated by semi colons.
Do Load Balancing True: Sage CRM performs load balancing.
False: A load balancing application performs load balancing.
DTLS Server Name The name of the server on which all Table Level Scripts are performed.
If this is an HTTPS server, the server name must be the name specified on the
server's SSL certificate.
Fully qualified CRM Web Server The complete domain name for web servers, consisting of the hostname and
Names domain name. An example is mymail.sage.com, where the hostname is “mymail”
and the host is located in the domain “sage.com”.
If any of these servers require HTTPS, the server name must be the name specified
on the server's SSL certificate.
In this scenario, load balancing has been configured on a cluster of three servers: Server 1, Server 2, and Server 3.
Each server can access the Sage CRM database which resides on Server 2. User 1 logs on from Client 1, then User
2 logs on from Client 2, then User 3 logs on from Client 1, and then User 4 logs on from Client 3.
Users are logged onto the database as follows:
l User 1 and User 4 are logged on to the Sage CRM database by Server 1.
l User 2 is logged on to the Sage CRM database by Server 2.
l User 3 is logged on to the Sage CRM database by Server 3.
1. Run Setup.exe and review and accept the Software License Agreement.
2. Select Upgrade Previous Version of CRM.
3. Choose the install you want to upgrade and enter your name, company name, and license key as provided by the
vendor.
4. Confirm your database server name, port number and your SQL Server user ID, and enter the password for this
user ID.
5. Select Backup Existing Copy Of The Database, Program Files, And Registry.
6. Browse to the backup location for the database.
7. Click Yes to stop IIS and continue the installation. When this process has finished, a dialog box is displayed to
confirm where the program files, database, and registry have been backed up.
8. Click OK.
9. Complete all fields on the Registration page. The registration details are sent to the Sage CRM registration server
as a background process. If this is not successful, the registration can be completed manually from within Sage
CRM in <My Profile> | Administration | System | License Key Details.
10. Select Finish to complete the installation process. The Readme file and the Logon page are displayed.
1. Run Setup.exe and review and accept the Software License Agreement.
2. Select Upgrade Previous Version of CRM
3. Choose the install you want to upgrade and enter your name, company name, and license key as provided by the
vendor.
4. Click Yes and select Backup is not Required.
5. Click Yes to stop IIS and continue the installation.
6. Select Launch Sage CRM Now and View Upgrade Log Files.
7. Click Finish. The Sage CRM log on page is displayed in a new browser window.
View error
During the upgrade process, Sage CRM checks all standard views against the expected view. If a standard view
has been modified to include specific fields, an error is logged. The current view syntax is retained and the upgraded
view is added with _New appended to the view name. You must ensure that the only change to the view is the
additional fields added prior to the implementation.
Redirector errors
It's possible to run Sage CRM 7.3 on a machine that's also running Sage CRM 7.2 although you should not do this
unless it's required for testing an upgrade to 7.3.
Sage CRM 7.2 uses the Managed Fusion URL Rewriter and Sage CRM 7.3 uses the ARR and URL Rewriter
modules of IIS. The Sage CRM 7.2 Rewriter is located in ..:\Program Files (x86)
\Sage\CRM\Services\IISUtils\CRMRewriter. If you install Sage CRM 7.2 after Sage CRM 7.3, it overwrites the
SData settings in IIS and removes the rewriter rules for Sage CRM 7.3.
To recreate the rules
1. Run Sage CRM 7.3 Setup.exe.
2. Click Change existing install.
3. Select the Sage CRM 7.3 installation. The required IIS rewriter rules are recreated for SData in IIS. Requests for
the Sage CRM 7.2 installation won't find a match in the IIS 7.x rewriter rules and will use the Managed Fusion
URL Rewriter.
4. Reset IIS.
5. Launch Sage CRM. If an internal server error occurs, run the following command to turn off HTTP compression.
Uninstalling services
If the 7.3 Email Management Service and the Escalation Service are not correctly uninstalled when you restore a live
environment, complete the following steps:
1. Click Start | Run and type cmd.
2. Browse to the folder where the EWAREEMAILMANAGER.EXE file is saved, type eWareEmailManager /u, and
press Enter.
3. Browse to the folder where the CRMESCALATIONSERVICE.EXE file is saved, type CRMEscalationService
/u, and press Enter.
Re-installing services
To re-install the 7.2 Email Management Service and the Escalation Service when you restore a live environment,
complete the following steps:
1. Click Start | Run and type cmd.
2. Browse to the folder where the EWAREEMAILMANAGER.EXE file is saved, type eWareEmailManager /i and
press Enter.
3. Browse to the folder where the CRMESCALATIONSERVICE.EXE file is saved, type CRMEscalationService /i
and press Enter.