CRM 2011 – License Error – the selected user has not been assigned a security role

I did something very stupid yesterday but luckily I knew what the problem was almost as soon as I had done it.


I was looking to add a user to an organisation so I could login to CRM as a different user with a different security to see what they can do.

I added the user and then before I could add a security role, I couldn’t login and it was complaining I didn’t have the correct security role.  hmmm what had happened had someone remove my user (they could do because there were 3 system admins if there was only one and my user was that user then it can’t be removed).

Next I noticed the person next to me couldn’t login and in fact no one could login.

CRM was completely knocked out again, the 3rd time this week on 3 different CRM 2011 installations, although this time this was completely my fault.

I had added this user to my the DEV CRM organisation which is held on a different server.

I logged onto the problem CRM 2011 server and looked in the event log, there were errors about tracing and .NET 4 errors.

I then looked at the user in the CRM app pools, it was the user I had tried to add to CRM.  This was also the user who was running the CRM services.

Oh damn I just added the CRM service account as a user in CRM 2011.

for those of you who do not know (or haven’t installed CRM 2011) never add the CRM service account to an organisation it will break everything.  The CRM Service account CANNOT exist in a CRM organisation, this is one of those important bold messages in the CRM installation instructions, oops.

you also might see this message

ecLib::RetrievePrivilegeForUser failed – no roles are assigned to user. Returned hr = -2147209463, User: [userid]

Microsoft have a KB article for people who do this

The system crashes when you add an account that is running the CRMAppPool as a Microsoft Dynamics CRM user

They explain the cause

By default, when a CRM user is created in Microsoft Dynamics CRM, the user has no security roles. Because the CRM service account is mapped with the newly created user, the CRM service account cannot operate anything. Therefore, the system crashes.

This behavior is by design. Making the account that is running the CRMAppPool into a Microsoft Dynamics CRM user is not supported.


The resolution isn’t that helpful

Keep the CRM service account as a dedicated service account.


What I would have really liked to do was to remove the service account user from the CRM organisation but I couldn’t login to do this, I couldn’t figure out what use it was looking at the tables in the SQL database and this wouldn’t be supported so this wasn’t an option.

So I had to add a new user in the active directory (you can use another user already setup), I copied the previous user.  I then when to ADD/REMOVE programs and clicked on CRM 2011 and chose Repair.

I then put in the new user into the service account choices in the repair.  I had to add the user to the performance counter, you can read how to do that here .

Once the CRM 2011 repair had gone through CRM 2011 was back up and working.  Running the repair is easier than changing all the places where the CRM service account is used and it might also change some other settings in the SQL database and possible active directory groups.

I’m not entirely sure why adding the service account to CRM 2011 causes this error but I think it’s basically to do with privileges, when you add a user they start off with no user role, this might mean it can’t read certain tables which the service account needs to do to work properly.

Luckily I managed to fix CRM 2011 pretty quickly before anyone started to complain but one of the reason was because I did it at 5.15 so most people were off home but I did have to stay an extra 30 minutes after work to fix it.

CRM 2011 – Getting started with customer service processes in Microsoft Dynamics CRM

There was a very interesting blog post on the Microsoft blog this week called Resources for Customer Service it had a link to a couple of articles on the Microsoft Dynamics CRM resource centre, which I think has some of the best articles explaining how to use CRM for new users on the internet.

If Microsoft could arrange these into a user manual it would be fantastic and really help users get up and running with CRM 2011 quickly and easily.  The problem I have at the moment is there are lots of great articles but they are not easy to find unless you search for them.

This is an example of the case workflow on CRM resource centre, it explains it much better than talking or writing about it in my opinion


There are two great resources for CRM 2011 users using the Service section of CRM.

Articles about customer service processes in Microsoft Dynamics CRM Online

Articles about customer service processes in Microsoft Dynamics CRM


below are the contents for the On Premise version, I think it covers a lot of the basic knowledge the user will need to get started and have a good overview of the calls/cases in CRM.


Getting started

9 steps to get started with customer service

These are the nine key things you should know about the customer service features of Microsoft Dynamics CRM, including terminology, quick tips, and using reports.

Read this article…

7 steps to get started with managing services

These are the key things you should know about managing services in Microsoft Dynamics CRM, including terminology, quick tips, and using reports.

Read this article…

Follow the life cycle of a case

Learn how to follow a case from initiating activity to resolution.

Read this article…

Organize and track your activities

Activities are used to track and record your interactions with customers. Follow an activity through a complete life cycle, from creating the activity though closing.

Read this article…

Track work items in queues

Track work items, such as activities or cases, using queues.

Read this article…

Using services

Learn how to manage human and physical resources when creating customer service calls.

Read this article…

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Maximize your productivity

Video: Getting started with cases

This video explains how cases can help you know your customer and provide better customer service. Length: 2:53 minutes

View this video…

Video: Simplify scheduling with services

In this video, you can learn how services can help you schedule service activities for your customers faster and more accurately. Length: 2:35 minutes

View this video…

Video: Improve customer service with contracts

This video introduces you to how contracts and contract lines can help you provide better customer service. Length: 2:18 minutes

View this video…

Video: Organize and centralize articles for your business

This video explains how to make critical knowledge available to everyone in your organization by capturing it in articles. Length: 2:06 minutes

View this video…

Personal customizations

Everyone can personalize Microsoft Dynamics CRM. Know the personalizations that everyone can perform so that you can focus on customizations that affect the entire organization.

Read this article…