Sulfath.  

In  the other thread I confirmed that the feature is working on my machine.  I only have Sage CRM 2020 R2 on my machine but I am not aware of problems in Sage CRM 2020 R1.

Sage CRM Our customer is using SQL 2016 version so unable to update to the R2 version since it is not supported by R2.  

Hi Sulfath

Same as me, IE running CRM 2020 R1.1 I'm at the following step and I can 'View' the document but when I click 'Edit Merged Document' Word never opens up 

I just clicked Save and it prompted the Plugin, so allowed it and tried again. Now I get this "Functionality Not Available"

My hunch is that it is not a database issue.  Although we say we don't support SQL Server 2016 that is only because we don't test it and would only be able to register a case if it were reproducible on a supported database.  I think you said on the other thread that you have logged this as a case.  Has this been escalated to Dublin?

Yes I had logged the case and got a response as follows

 " Currently, this feature is not supported as ActiveX controls are no longer supported in certain browsers.

 The CRM developers are working on a different solution, but currently there is no way to edit the documents in later versions. "

But for a client, this is required so I requested an escalation and waiting for a response.

Matthew Shaw Ye. Exactly, this is what happens when I tested on  2020 R1 version. I was desperately looking for a solution for this as it is a matter of urgent for a customer.

Can you please contact your local support office.  Tell them that the feature should work as documented.

Reference this thread and that I can confirm that it is work on Sage CRM 2020 R2.using IE 11.1726.17134.0

The feature works as described here:  https://help.sagecrm.com/on_premise/en/2020R2/main%20menu/Content/User/MD_TrackingDocumentsInDo.htm

Suggest they escalate to L3 Support in Dublin.

Hi Sulfath, I can confirm this is working with CRM 2020 R2 and IE 11.17 (as well as 11.0.96), but this ONLY works with IE

Sage CRM I got a confirmation from the support team that this feature is working fine in the 2020 R2 version. But no support will be provided if the upgrade to R2 with SQL server 2016 version since it is not included in the supported database. Our client can not change the SQL version at the moment. So really perplexed.Sage CRM Matthew Shaw could you please suggest a solution?? 

I think you need to establish whether the issue is with 2020 R1 - I am not working with 2020 R1 at the moment but my support colleagues will be.  If they confirm that the feature is working on 2020 R1 (and typically they would test on a new install) with IE 11 then that proves there is an issue local to your installation.   

I think you need to establish whether the issue is with 2020 R1 - I am not working with 2020 R1 at the moment but my support colleagues will be.  If they confirm that the feature is working on 2020 R1 (and typically they would test on a new install) with IE 11 then that proves there is an issue local to your installation.   

I have the issue and I'm using CRM v2020 R1.1. and SQL 2017

I have requested local support team to confirm whether this feature is working on 2020 R1 version. Regarding 'https://help.sagecrm.com/on_premise/en/2020R1/main%20menu/Content/User/MD_TrackingDocumentsInDo.htm' it should work in R1 also. Waiting for the response. 

If Matthew Shaw is also facing this problem with the 2020 R1.1 version,  it might not be a local issue.

However, once I receive the response from the support I will recheck.

Matthew Shaw Thanks Matthew, for testing and confirming.

The support team confirmed that the 'Edit attachment' feature is not working on the 2020 R1 Version and escalated to  L3. Waiting for the response now. 

Thanks Sage CRM for your valuable suggestions.