Record Clone Troubleshooting Guide

Some of the Most common Issues and their Causes/Resolution

Issue: Licensed User count exceeded

1. Verify the actual user count in CRM. (Settings ➤ Security ➤ Users)
2. Verify the actual user count identified by Record Clone. Browse to  Settings ➤ Solutions ➤ Record Clone ➤ Profile and License tab. Confirm the Actual user value.

If it’s a licensing error you can reduce or manage the number of users in the system using Security Groups in this article or purchase a higher tier.

Error: ‘Error Cloning Record’ error message during clone process

Download the log file from the Plugin Trace Logs and scroll down to the bottom of the trace logs.
Look for the text ‘CreateSingleClone’ OR ‘CreateMultipleClone.’ If the trace logs contain the above text, it generally indicates an issue generated when CRM actually tried to create the new cloned record.

The issue could either be due to permissions/roles of the current logged in user OR could be due to some other custom logic defined for one of the fields/relationships for the entity be cloned (e.g. : a plugin)

Try searching for the text ‘permissions’. If you find any logs which point to permission, this generally indicates a permission issue with the logged in user. In such case the error message generated should have a reference to the actual permission issue

If the logs does not contain any reference to permissions, then it could be some other custom logic (possibly a synchronous plugin or workflow) which is being triggered for some field on the cloned entity when the clone record is created. In such cases, one would need to isolate the specific field or relationship which was considered during the cloning process.

Follow the below steps to isolate the issue.

1. Open the clone configuration record and check the list of fields that are enabled for cloning.
   1. Keep only the Primary Name* field of the entity for cloning.  (Contact your system admin if you are unsure about the Primary Name field for the entity)
      Exclude all the other fields.
   2. Try cloning the record now. If the issue resolves when the cloned fields are removed, it generally indicates and issue with one of the fields which were removed.
   3. Add back some of the fields and try clone again. Keep adding fields to be cloned and try out the clone process until you are able to pinpoint the exact field which causes the issue.
      (You could add 3-5 fields or more at the time to speed up the testing process)
   4. Once the field is identified the quickest way to avoid the issue is to exclude the field from the clone process.
   5. However if the said field is required to be cloned, check if the field is being used by other plugins/sync workflows registered in the system. If yes the logic in the other plugin/sync workflow would need to be studied to identify the fix.

2. If the issue persists even when cloning the record with only the Primary Name field selected, repeat similar steps for the 1:N and N:N relationships configured (if any)

i.e. : If there are relationships configured for cloning, remove all relationships to be cloned.

1. 1. The clone process should now ideally work.
   2. Now keep adding the required relationship one at a time in the configuration record. Try the clone process each time after you add a relationship, until you run into the issue.
      Once the relationship is identified, the quickest way to avoid the issue is to exclude the relationship from the clone process.
   3. However if the said relationship is required to be cloned, check if there is any other plugins/sync workflows registered in the system which is triggered on the related record creation. If yes the logic in the other plugin/sync workflow would need to be studied to identify the fix.                     

Even after removing the fields the error persists. Follow the above steps for 1:N and N:N relationship respectively.

Try removing 2-3 relationships at a time and then try to clone the record.

Sequence.

1. Remove Re-add Fields
2. Remove Re-add 1:N relationship
3. Remove Re-add N:N relationship.

Error: ‘Clone Button Access’ error message when clone button is clicked.
This issue is resolved in the latest release.
Please upgrade to the latest version of ‘Record Clone’ available here

Issue: Product Bundles not being cloned OR incorrectly cloned
The current version of the product does not support cloning of product bundles.

Issue: Cloning an opportunity/quote/order/invoice with line items related to a Retired Product will result in a plug-in error.

The current version of the product does not support cloning of opportunities/quotes/orders/invoices which are associated with retired products. 

Issue: Attachment files corrupted on the cloned record
The current version of the product does not support cloning of SharePoint Document Locations. The product only supports cloning of attachments which are stored within CRM (within note record).
 

i.e. : If you try to clone an Account record which has been enabled to clone related note records (within the record clone configuration) that should work. However trying to clone related attachments which are stored in SharePoint/Azure Storage OR any other location other than the note record will not work.

Trace Logs

To Identify failures for the Record Clone Add-on  try looking for possible error logs generated at the below location:

Run an advanced find on the  ‘Plug-in Trace Logs’ entity
Note : Ensure that you have set the Plugin trace logging to ‘All’ or ‘Exception’ (from within Settings ➤ Administration ➤ System Settings) (Refer screenshot below).
 

You may need to have ‘System Administrator’ role to perform the above.
 

In case this setting was Off, and you have turned it On now, you will need to run the clone process again to re-generate the logs.

Look for plug-in trace log records where ‘Type Name’ contains ‘RecordClone’.
Sort the records by the ‘Executing Start Time’ field to get the latest first.

Open the record.
The trace log details should be available in the ‘Message Block’ field (highlighted in screenshot below)