How To Fix CRM_IC_APPL_UI_CHMSG060 - Cannot log on to communication management software system

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_APPL_UI_CHMSG - Message class for CRM_IC_APPL_UI_COMMCHANNELS

• Message number: 060

• Message text: Cannot log on to communication management software system

What causes this issue?

Error while logging on to the communication management software system.

System Response

The multichannel services are not available. You will not be able to
work with contacts such as phone calls, e-mails, or chat sessions.

How to fix this error?

Contact your system administrator.

Procedure for System Administrators

Review the Integrated Communication Interface (ICI) trace.

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG060 - Cannot log on to communication management software system ?

  The SAP error message CRM_IC_APPL_UI_CHMSG060 indicates that there is an issue with logging on to the communication management software system, which is typically related to the SAP CRM Interaction Center (IC). This error can arise due to various reasons, including configuration issues, network problems, or authentication failures.
  Causes:
  
  Incorrect Configuration: The communication management software (like SAP CRM or other integrated systems) may not be configured correctly.
  Network Issues: There may be network connectivity problems preventing the system from reaching the communication management software.
  Authentication Problems: The user credentials may be incorrect, or the user may not have the necessary authorizations.
  Service Availability: The communication management software service may be down or not running.
  Firewall or Security Settings: Firewalls or security settings may be blocking the connection to the communication management software.
  
  Solutions:
  
  
  Check Configuration:
  
  Verify the configuration settings in the SAP CRM system for the communication management software.
  Ensure that the connection parameters (like host, port, etc.) are correctly set.
  
  
  
  Test Network Connectivity:
  
  Use tools like ping or telnet to check if the communication management software is reachable from the SAP system.
  Ensure that there are no network issues or outages.
  
  
  
  Verify User Credentials:
  
  Check if the user ID and password being used are correct.
  Ensure that the user has the necessary roles and authorizations to access the communication management software.
  
  
  
  Check Service Status:
  
  Ensure that the communication management software service is running and available.
  Restart the service if necessary.
  
  
  
  Review Firewall/Security Settings:
  
  Check if any firewall rules or security settings are blocking the connection to the communication management software.
  Adjust the settings as needed to allow the connection.
  
  
  
  Consult Logs:
  
  Review the application logs in both SAP and the communication management software for any additional error messages or clues.
  
  
  
  Contact Support:
  
  If the issue persists, consider reaching out to SAP support or your system administrator for further assistance.
  
  
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address this specific error or provide additional troubleshooting steps.
  Documentation: Review the official SAP documentation for the CRM Interaction Center and communication management software for configuration and troubleshooting guidelines.
  Community Forums: Engage with SAP community forums or user groups where similar issues may have been discussed.
  
  By following these steps, you should be able to identify and resolve the issue causing the CRM_IC_APPL_UI_CHMSG060 error.