How To Fix CRM_IC_APPL_UI_CHMSG068 - Cannot retrieve initial chat session postings; external system error (&1)

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: 068

• Message text: Cannot retrieve initial chat session postings; external system error (&1)

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG068 - Cannot retrieve initial chat session postings; external system error (&1) ?

  The SAP error message CRM_IC_APPL_UI_CHMSG068 indicates that there is an issue with retrieving initial chat session postings due to an external system error. This error typically occurs in the context of SAP CRM (Customer Relationship Management) when trying to access chat functionalities, often integrated with external chat systems or services.
  Causes:
  
  External System Connectivity Issues: The external chat system may be down or experiencing connectivity issues, preventing SAP from retrieving the necessary data.
  Configuration Errors: Incorrect configuration settings in the integration between SAP CRM and the external chat system can lead to this error.
  Authorization Issues: The user or system may not have the necessary permissions to access the chat session data.
  Data Format Issues: The data being retrieved may not be in the expected format, leading to parsing or processing errors.
  Network Issues: Network problems could be preventing communication between SAP and the external chat system.
  
  Solutions:
  
  Check External System Status: Verify that the external chat system is operational and accessible. If it is down, you may need to wait until it is back online.
  Review Configuration Settings: Ensure that the integration settings between SAP CRM and the external chat system are correctly configured. This includes checking URLs, authentication methods, and any required parameters.
  Check User Permissions: Ensure that the user has the necessary permissions to access chat functionalities. This may involve checking roles and authorizations in SAP.
  Examine Network Connectivity: Test the network connection between SAP and the external chat system. Ensure that firewalls or other network security measures are not blocking access.
  Review Logs: Check the application logs in both SAP and the external system for any additional error messages or warnings that could provide more context about the issue.
  Contact Support: If the issue persists, consider reaching out to SAP support or the support team for the external chat system for further assistance.
  
  Related Information:
  
  SAP Notes: Check for any relevant SAP Notes that may address this specific error or provide patches and updates.
  Documentation: Review the integration documentation for both SAP CRM and the external chat system to ensure compliance with best practices.
  Community Forums: Engage with SAP community forums or user groups where similar issues may have been discussed, and solutions shared.
  
  By following these steps, you should be able to diagnose and resolve the error message CRM_IC_APPL_UI_CHMSG068 effectively.