F.A.Q.s
TD to Schwab Transition Resources
This page contains information to help you with the TD to Schwab conversion weekend and following. Please check back regularly for updates. Asset Import Conversion Weekend Timeline If you previously imported TD assets and have provided AdvisorEngine ...
Can't Send Outlook Emails with M365 Online Add-in Installed
A conflict with the Microsoft Edge backend will prevent users from sending emails using the desktop version of Outlook if the CRM Outlook Online add-in is enabled for the Microsoft 365 integration. Apply this fix if all the following applies to you: ...
Verify Your Exchange Provider
The Microsoft Exchange email and calendar integration in AdvisorEngine CRM can work with a few different Exchange hosts. To verify which type of Exchange setup your CRM is currently using, complete the following steps: From the Site Navigation bar, ...
Outlook Add-in Is Missing
If installed and enabled, the Outlook Add-in should appear above the list of email messages in the Outlook Mail section. If the add-in stops loading when it previously worked, try the following steps to re-enable it: Check Slow and Disabled COM ...
Outlook Add-in Floating Outside of Outlook
If your Outlook Add-in is loading before Outlook finishes loading and ends up floating outside of the main Outlook window, you can take the following steps to correct it: Launch Outlook. Navigate to File > Options. In the General options section, ...
Email (Not Setup) or Calendar Error
If you attempt to use the Correspondence feature of AdvisorEngine CRM and see “Email (Not Setup)” or see a “Calendar Error”, this is due to a misconfiguration with your Email Setup credentials. If you have never set up your email within AE CRM, ...
Captured Emails Are Creating Unwanted or Incorrect Actions
Emails captured by AdvisorEngine CRM may have Actions associated with them. However, you can control which Workflow Template is used when the email is captured, and if using the Microsoft 365 email integration, can control whether an Action is ...
Can I Report on Informational Contacts?
It is not possible to report globally on Informational Contacts. If the people you have listed as Informational Contacts are some you want to report on, consider making Records for them and associating them with Relationships. However, like most ...
Can't Log In to AdvisorEngine CRM
If you are unable to log in to AdvisorEngine CRM, the steps you need to take will depend on the following: Have you unsuccessfully tried to log in five or more times? If so, you will need to contact an Administrative User at your firm to remove the ...
Set Up Birthday Notifications
To get a notification the day of a client’s birthday, create a Recurring Action for each Person that will trigger on or before the birthday. Preparations To keep these notification Actions easily separated from the rest of the Actions in your system, ...
Sending Email on Behalf of Another User
AdvisorEngine CRM links directly to your mail server to send emails. To send an email as a different User: Option 1 (preferred): Log in to AE CRM as that User. If their email has been set up, you will be able to send an email on their behalf. Option ...
Can't See or Find a Record
There are two features of AdvisorEngine CRM that affect the visibility of Records: Offices and Owner Groups. If there is a Record you know exists that you can’t see or find, check the settings for both to ensure you have access to the Records you ...
Clearing Cookies and Cache
Occasionally cached content in your web browser can interfere with normal AdvisorEngine CRM operation. If you are experiencing unexpected or undesirable behavior from AE CRM, try clearing your cookies and cache as an initial troubleshooting step. ...
Action Note Text Controls Are Missing
When editing an Action Note, you may find that your standard text controls and print option are missing. To restore the text control bar, click anywhere on the grey bar with the three dots highlighted above.
File Not Downloading When Selected
Downloading a file from AdvisorEngine CRM may seem to fail without any error. This typically occurs as a result of pop-up blocker settings in your browser. Check your address bar for an indicator: Though you can circumvent the immediate pop-up block ...
Undo Changes
Changes saved to AdvisorEngine CRM are immediate and largely permanent. Some changes made in the system can be reverted depending on which they are. See the following list for options: Deleted Records: Can be restored with the Restore Deleted Records ...
Can't Log In to the Local Outlook Add-in
If you are entering your username and password into the Local Outlook Add-in and are unable to successfully log in, there may be an issue with your system time. First verify that your username and password are correct and your account is not locked ...
Revenue Import Shows No Importable Rows
If you find that no importable rows are available when running the Revenue Import, follow the steps below to check the most common point of failure. Verifying Revenue Types Navigate to Settings > List Maintenance. Locate the Revenue Type row in the ...
CRM Opens in Wrong Browser from Outlook
A number of features of the Outlook Add-in allow you to open AdvisorEngine CRM directly from Outlook to a specific Action, Record, or calendar item. However, you may find as you use these features that AE CRM does not open in the browser you prefer ...
Missing Action Fields or Features when Creating or Editing an Action
When making changes to or creating an Action if you do not see all the fields you are expecting, check the Standard/Detailed tab setting in your Action. Some fields may be hidden when viewing the Standard tab. All options will be available if you ...
How do I include Record ID in a Grid or Report?
Many firms use the ID of a Record as a point of reference. However, adding the RecordID column to a Grid or including it within a report in the Report Assistant results in unhelpful output like this: Instead, select the UIRecordID column. This will ...