Please find a collection of useful advanced troubleshooting topics.
Important
If you are still receiving any errors when attempting to installation or configure, please contact us detailing the error notification received. We may request that you Enable Tracing (steps contained below) to reproduce the issue, and then send us the Trace Logs for analysis.
Tip
If possible, please include screenshots and download or copy any Error Log text into the email as this is crucial to determining what the issue is.
System Requirements
A Microsoft Dynamics CRM for Outlook installation requires for the following minimum system components. Actual requirements and product functionality may vary based on your system configuration and operating system.
- 1.9 GHz or faster x86 or x64 dual core processor with SSE2 instruction set
- 4GB Memory (8GB Recommended)
- 2GB free hard disk space
- Minimum screen resolution of 1024×768 recommended
Software Requirements
- Windows 10, 8.1 or 8 (64-bit & 32-bit versions)
- Windows 7 Service Pack 1 (64-bit & 32-bit versions)
- Windows Server 2012 & 2012R2 (when running as a Remote Desktop Services application)
- Microsoft Office 365, 2016, 2013 or 2010 (64-bit & 32-bit versions)
- Internet Explorer 10 or 11 (must be installed & running on the system)
Default Mailboxes / Profiles
The Outlook Client is designed to operate with the User’s default Email Profile, and default Primary Email account.
For those that have more than one profile or email mailbox, it is crucial that the account defaults are the same ones we have configured to work with Dynamics CRM / MiiiA.
We setup a User’s primary email address in MiiiA, and this must match the default profile/email on the user’s computer.
For more information please contact us
Cached Exchange Mode
Cached Exchange mode is recommended on the user's Primary Email account.
Error Messages
The specified Microsoft Dynamics CRM server address (URL) is not responding
Possible Causes:
- The Date/Time settings on your computer may be more than a few minutes faster/slower than Internet Time. Set the correct time & time zone
- Remove the URL to CRM from your Trusted Sites in Internet Explorer
- Make sure that Pop-up Blocker has been turned off and your Security Settings are not set above Medium (Medium-high)
- For Windows 8 Operating Systems, make sure that the compatibility settings under tools has been enabled.
- Internet Proxy Server and / or Firewall is preventing access (Add it to your Exempt List)
- Perform a clean uninstall / re-install of the Outlook Client, making sure you have the latest version and updates/patches. See section below for Clean Uninstall procedure.
Enable Tracing
How to enable tracing for the Microsoft Dynamics CRM for Outlook client:
- Go to Start, All Programs, Microsoft Dynamics CRM
- Click Diagnostics
- Select the Advanced Troubleshooting tab
- Tick Tracing and click Save
After running the Configuration Wizard, and reproducing the error you can locate the resulting traces in the following directory for Windows 7 and Windows 8/10:
%Userprofile% \ AppData \ Local \ Microsoft \ MSCRM \ Traces
Critical
Always TURN OFF Tracing after obtaining the log files by Unticking Tracing box in Diagnostics. Tracing taxes the host machine and must not be left running.
Unblock URLs
Microsoft Dynamics CRM Online uses several Microsoft URLs to help provide security, services, and features.
Your browser or organisation networks may block access to some of these URLs. To allow Dynamics CRM / MiiiA access to these URLs, follow the below instructions:
You may see a network or server error message if your computer or your organization's network blocks the URLs you need. The error message might look like one of these:
- "The specified Microsoft Dynamics CRM server address (URL) is not responding. Ask your administrator to verify that the server is turned on, and then try again."
- "There is a problem communicating with the Microsoft Dynamics CRM Server. The server might be unavailable."
You can unblock these URLs on your computer by adding them to a list of approved sites in Microsoft Internet Explorer.
- Open Internet Explorer
- On the Explorer bar, click the Tools icon (the white gear shape), and then click Internet options.
- In the Internet Options dialog box, click the Content tab, and in the Content Advisor area, click Settings.
Info
If the Settings button is dimmed, click the Enable button and then click Yes in the User Account Control dialog box. If the Supervisor Password Required dialog opens, create or enter your password, or obtain the password from your system administrator, and then click OK.
- Click the Approved Sites tab. Under Allow this website, enter a URL from the appropriate list below.
- After you enter each URL, click Always, and then enter another URL. Enter one URL at a time until you've entered all URLs from the list below.
- When all necessary URLs appear in the List of approved and disapproved websites, click Apply, and then click OK.
- If it is requested, create a supervisor password to prevent unauthorized users from changing your Content Advisor settings, create a hint to help you remember your password, and then click OK twice.
Organization URL contains "crm6"
- http://clientconfig.passport.net/ppcrlconfig.bin
- https://login.live.com
- https://signin.crm6.dynamics.com
- https://YourOrgName.crm6.dynamics.com
- https://dev.crm6.dynamics.com
- https://YourOrgName.api.crm6.dynamics.com
- http://disco.crm6.dynamics.com
- http://dynamicscrmapac.accesscontrol.windows.net
- http://crl.microsoft.com/pki/crl/products/microsoftrootcert.crl
- https://rc.crm.dynamics.com
- https://online.dynamics.com
- https://mbs.microsoft.com
- https://go.microsoft.com
- https://help.crm6.dynamics.com
Legacy Office Keys
https://support.microsoft.com/en-au/kb/2494581
If you have upgraded or downgraded Office versions on your PC there can be some left-over registry keys for other versions. Make sure only the registry keys below are present for the target version currently installed.
*The Outlook client will only enable itself in the most recent version of Outlook it detects on your system, if you have two versions installed side-by-side.
- Exit Outlook.
- Click Start, click Run, type regedit, and then click OK.
- Locate the following registry subkey:
HKEY_CLASSES_ROOT\TypeLib\{2DF8D04C-5BFA-101B-BDE5-00AA0044DE52} - In this location you may find folders corresponding to the Office releases below:
2.4 = Office 2007 (Version 12.0.0.0)
2.5 = Office 2010 (Version 14.0.0.0)
2.6 or 2.7 = Office 2013 (Version 15.0.0.0)
(2.6 and 2.7 are okay for Office 2016 as well, if there is a reference to Office16 under 2.7)
2.8 = Office 2016 (Version 16.0.0.0) - Right-click the registry key for the incorrect version of Office, and then select Export. Save the export to your desktop to create a backup.
- Right-click on key for the incorrect version of Office, select Rename, and add .old to the key name.
- Start Outlook
Also check the following subkey for incorrect versions of Office
HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}
the key versions here, correspond to:
9.3 = Office 2007
9.4 = Office 2010
9.5 = Office 2013
9.6 = Office 2016
Clean Uninstall
To ensure that you’ve completely removed all traces of the previous installation from the machine follow these steps:
- Open Control Panel
- Click on Uninstall a program under the Programs section
- Select the Microsoft Dynamics CRM 201X for Microsoft Office Outlook
- Click Uninstall/Change
- Select Uninstall from the Wizard and select OK
- Once completed you can click the Close button
- Open File Explorer
- Select the View tab
- Select Options / Change Folder & Search Options
- Select the View tab, and look to the Advanced settings section below
- Select Show hidden files, folders, and drives
Back in File Explorer…
- Browse to the below path and DELETE the “MSCRM” folder:
C:\Users\<loggedInUserName>\AppData\Local\Microsoft\MSCRM
- Browse to the below path and DELETE the “MSCRM” folder:
C:\Users\<loggedInUserName>\AppData\Roaming\Microsoft\MSCRM
- Remove the following Registry entries:
HKEY_CURRENT_USER / Software / Microsoft / MSCRMClient
HKEY_LOCAL_MACHINE / Software / Microsoft / MSCRMClient
Additional Information:
- You may also notice, 2.4 folder under:
HKEY_CLASSES_ROOT / TypeLib / {2DF8D04C-5BFA-101B-BDE5-00AA0044DE52}
This key is not required, but may occur because of left-over keys from an earlier version of Microsoft Outlook.
Registry - LoadBehavior
To adjust the load behavior (disable, enable) the Outlook Client, registry entries can be added.
- Click the Windows Start menu and type regedit then ENTER
- Locate the following registry sub-key:
HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins - Right-click Addins, point to New, and then click Key
- Type crmaddin.Addin, and then press ENTER
- Right-click crmaddin.Addin, point to New, and then click DWORD Value or DWORD (32-bit) Value
- Type LoadBehavior and then press ENTER
- Right-click LoadBehavior and then click Modify
- Type the value (see table below) in the Value Data box, click Decimal, and then click OK
- Exit Registry Editor
| Value (decimal) | Add-in Status | Load Behavior |
|---|---|---|
| 0 | Unloaded | Never load automatically |
| 1 | Loaded | Never load automatically |
| 2 | Unloaded | Load at startup |
| 3 | Loaded | Load at startup |
| 8 | Unloaded | Load on demand |
| 9 | Loaded | Load on demand |
| 16 | Loaded | Load first time, then load on demand |
More detail here: Registry Entries for Application-Level Add-Ins
For Remote Desktop Services: Install Microsoft Dynamics 365 for Outlook for desktop virtualization
Hands-on article: Change the Load Behavior of the Dynamics CRM Outlook Client Add-In
For a more forceful approach the following Registry Key can be effective (in particular if a Group Policy is blocking all Add-Ins for example)
HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\Office\<VERSION>\outlook\resiliency\addinlist
"crmaddin.Addin"="1"
"crmaddmin.RibbonAddin"="1"
0 = The add-in is always disabled (blocked)
1 = The add-ins is always enabled
2 = The add-in can be manually enabled or disabled by the user
More detail here: No Add-ins loaded due to group policy settings for Office
Info
Note depending on the Office version the folder may differ (15.0 = Office 2013, 16.0 = Office 2016)
Ribbon & Loading Errors
There are some known Outlook / Office updates that can cause issues with the CRM Ribbon in Outlook when you are trying to browse CRM entities via the Outlook Client.
Create the following DWORD value (HEX = 2) via REGEDIT based on the version of Microsoft Outlook installed:
Microsoft Outlook 2016
[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Security] "EnableRoamingFolderHomepages"=dword:00000002
Microsoft Outlook 2013
[HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Outlook\Security] "EnableRoamingFolderHomepages"=dword:00000002
Microsoft Outlook 2010
[HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Security] "EnableRoamingFolderHomepages"=dword:00000002
Once this registry key is added to the local client, Microsoft Outlook must be restarted and the add-in will be able to render webpages without issue.