CRM troubleshooting
The messages you can meet in CRM, what they mean and how to fix them.
Messages and fixes
| Message | What it means | What to do |
|---|---|---|
| 'This record changed. Reload it before saving.' | Someone saved the record after you opened it. | Reload, repeat your change, save. |
| 'Only the owner or a team manager can change this CRM record.' | You are not the owner, a manager of the deal's team, an administrator, or an active cover. | Ask the owner or a manager, or arrange cover. |
| 'Record not found.' | The deal does not exist, belongs to another team, company or territory you cannot see. | Check the reference. Ask a manager if you should have access. |
| 'The owner must be a representative or manager in this team.' | The chosen owner is Read only or not in the team. | Choose a team representative or manager. |
| 'Qualify the lead before entering this stage.' | The stage requires qualification and the record is a lead. | Qualify the lead first. |
| 'Proposal needs: Budget, Customer need.' | The stage's entry criteria are not met. | Fill the named fields, then move again. |
| 'From New a deal may move only to Qualified.' | The current stage limits the next stages. | Move to an allowed stage. See stages. |
| 'Record the customer need and the expected close date before qualification.' | Both fields are empty. | Fill them in the Qualify dialog. |
| 'Answer the qualification criteria first: Site visited.' | Required criteria are open. | Answer them on Criteria & score. |
| 'Link an active customer before marking the opportunity won.' | A deal cannot be won without a customer. | Link a customer. |
| 'Choose why it was lost.' / 'This reason needs a note.' | The loss reason or its note is missing. | Choose a reason and write the note. See closing. |
| 'Only a team manager can reopen a closed record.' | Reopening is for managers. | Ask a manager of the team. |
| 'Create quotations from an open opportunity linked to an active customer.' | The deal is a lead, closed, or has no customer. | Qualify, link a customer, or reopen. |
| 'A quoted opportunity cannot be moved to another customer.' | A quotation already exists. | Keep the customer, or archive and start a new deal. |
| 'It has been qualified, closed or reopened; its history is kept. Archive it instead.' | A deal with history cannot be deleted. | Archive it. |
| 'This contact is marked Do not contact. Only internal tasks are allowed.' | The flag is on. | Plan a task, or clear the flag if the contact agrees. |
| 'Choose the outcome of this activity.' | The activity type requires an outcome. | Choose one of the type's outcomes. |
| 'A completed or cancelled task cannot be changed. Schedule a follow-up.' | Done and cancelled activities are final. | Schedule a new activity. |
| 'Expo EX-77 is already CRM-000010.' | The source and external id already exist. | Open the existing lead. |
| 'Import at most 5000 rows at a time.' | The file is too long. | Split the file. See import. |
| 'No known columns. Use headers such as title, organization, contact, email, phone, source, external_id.' | The first row has no recognised headers. | Rename the headers. |
| 'CRM-000012 changed since you opened it. Reload both and merge again.' | The record to merge changed. | Reload both and repeat. See merge. |
| 'A manager other than the person who submitted it adjusts a forecast.' | You tried to adjust your own forecast. | Ask another manager. See forecast. |
| 'Somebody other than the person who set the quota approves it.' | Quotas need a second person. | Ask another crm.configure holder. |
| 'Use a period such as 2026-10, 2026-Q4 or 2026.' | The period text is invalid. | Enter a month, quarter or year as shown. |
| 'Say where the consent came from - a form, a signed paper, a recorded call.' | Opted in needs evidence. | Enter the evidence. See consent. |
| 'No consent register is installed (Marketing).' | Marketing's register is missing. | Ask the administrator to install Marketing. |
| 'Unknown or switched-off connector.' | The key is wrong, rotated or switched off. | Use the current key or switch the connector on. See connectors. |
| 'This record falls outside the territories you work.' | Your territory access excludes the deal's territory. | Ask an administrator to adjust your territory access. |
| 'Move open records to another stage before archiving this stage.' | Open deals are in the stage. | Move them first. |