Issue
- Receiving an error when clicking into the Contacts or Companies (aka Organizations) section of CRM
- Timeout error when accessing Luxor Contacts or Organizations/Companies module
- Error when switching to a different Contact View in CRM (fka Luxor)
Solution
Note
You may see the words Organizations or Companies interchanged in this article. Some CRM environments use the term Companies, others use the term Organizations. Just replace the words with whichever one applies to your Luxor environment while reading the instructions below.
Usually, if you receive an error when trying to access your Contacts or Organizations module, it is caused by an issue with your Contacts (or Organizations) default View. If you are having issues when switching to a particular View, it is likely the fields that you have added to the View are causing the timeout or error.
Please check the following to troubleshoot your issue:
- First, navigate to Settings > My Views > Contacts (or Companies/Organizations) within your environment
- Locate the View that is causing issues. If you are having trouble accessing the Contacts or Organizations module at all, locate the View that is set to your default View - it will be the one that has a checkbox under the "Default" Column.
- Try to set another View as your default then click Save at the top of the page. Try to access the Contacts or Organizations module again.
- If you still have issues accessing the module even after setting your default View to a different view, please contact our Support team via Live Chat, by email a, or by phone at 866-769-7855. Provide any steps that you have already taken (like trying to change your default view) to expedite your request.
- If your Contacts or Organizations module does not error out after changing your default View, that likely means that there is an issue with the way your prior default View was built.
- There are a few things you may want to check with your previous default View to get it to no longer error out:
- Navigate back to Admin > My Views > Contacts (or Organizations/Companies)
- Locate the previous default View that was erroring out
- Click on it to edit the filters
- Make sure that you do not have an excessive amount of "calculated fields" (these are fields that calculate # or $ amounts over various periods of time). Examples of calculated fields are: Referral $ (Last 12 months), Activity # (Last 12 months), Expense $ (Last 3 months), etc. If you do have a lot of calculated fields on your View, you may want to try building a custom report instead or separate/narrow down your fields into two different views.
- Make sure you do not have conflicting filters. For example, two filters (aka "Fields to search") which conflict.
- Lastly, if none of the above is causing the error, try to Copy the View (within Admin > My Views > Contacts or Companies) and rebuild it by adding a few fields and filters at a time in small batches. After adding a few of the fields and filters back, Save the View and check to see if it errors again by navigating back to your Contacts or Organizations/Companies module in Luxor. If it does not error, then add a few more fields and/or filters back at a time, save, rinse and repeat.
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