Here is the first of four planned articles on the Outlook Client and Email in general within CRM. I have focused on known issues as well as the odd few that I have personally come across. This article is a compilation of various sources of information as well as personal experience. Many thanks to those who contributed if only passively.
Obligatory Disclaimer
To the best of my knowledge this information is correct, but the author takes no responsibility if you follow any of this advice and subsequently, your installation fails to work. Proceed at your own risk
Overview
Microsoft Dynamics CRM for Microsoft Office Outlook enables access to the same data through Outlook as the Microsoft Dynamics CRM Web client. Microsoft Dynamics CRM for Outlook is targeted at Microsoft Dynamics CRM users who need access to CRM data while using the familiar Outlook application. There are two user interfaces:
· Microsoft Dynamics CRM for Outlook. Install this on workstations (including computers shared by several users) that have a permanent connection to the local area network (LAN) or the Internet, but that are not used for travel. If a computer is being shared by several users (that is, each user has a separate log on account and is a valid Microsoft Dynamics CRM user), Microsoft Dynamics CRM for Outlook must be configured, by running Microsoft Dynamics CRM for Outlook Setup, for each user.
· Microsoft Dynamics CRM for Outlook with Offline Access. Install this on computers for users who travel, or are not always connected to the LAN. With Microsoft Dynamics CRM for Outlook with Offline Access, those users who require offline support, while they work in the field, will have access to their customer data.
Microsoft Dynamics CRM for Outlook can be used to perform the following tasks:
· Deliver received e-mail messages to Microsoft Dynamics CRM.
· Send e-mail messages generated from Microsoft Dynamics CRM.
Microsoft Dynamics CRM for Outlook no longer requires E-mail Router to process Microsoft Dynamics CRM e-mail messages.
Important If Microsoft Dynamics CRM for Outlook with Offline Access is installed on a computer, Microsoft Dynamics CRM for Outlook cannot also be installed and used on the same computer.
Installation
There are three steps that you must complete before you can run Microsoft Dynamics CRM for Outlook. The steps are as follows:
1. Install Microsoft Dynamics CRM for Outlook. To complete this step, run SetupClient.exe in the Client folder on the installation media.
2. Configure Microsoft Dynamics CRM for Outlook. To complete this, run the Configuration Wizard.
3. Configure User E-mail Settings. To complete this step, you configure the incoming and outgoing options on the User form in the Microsoft Dynamics CRM Web application. By default, Microsoft Dynamics CRM for Outlook is selected for both incoming and outgoing e-mail messages. In addition, you should verify the tracking options. By default, only e-mail messages in response to a Microsoft Dynamics CRM generated e-mail message are tracked.
Use the following procedures in this section to install Microsoft Dynamics CRM for Outlook.
1. Meet all Microsoft Dynamics CRM for Outlook requirements in the System Requirements chapter of the Installation Guide and make sure all Microsoft Office security hot fixes are installed.
2. Log on to the computer as a user who has Local Administrator privileges.
3. Double-click SetupClient.exe, which is located with the installation files in the following folder:
<Drive:>\Client\
4. Either click Install Microsoft Dynamics CRM for Outlook (Recommended) or click Install Microsoft Dynamics CRM for Outlook with Offline Access (Advanced).
5. On the License Agreement page, review the information and, if you accept the license agreement, select I accept this license agreement, and then click I Accept.
6. If Setup detects that components are missing, the Install Required Components page appears.
If you have already installed the required components listed, this page will not appear.
If you have not installed the required components listed, you can install them now. Click Install. When the components are installed, the status column will change from Missing to Installed, and you can click Next to continue.
7. The Select Installation Location page appears only when you install Microsoft Dynamics CRM for Outlook with Offline Access. On this page, select the file installation location. Click Next.
8. The System Requirements page appears. This page is a summary of all system requirements for a successful Microsoft Dynamics CRM for Outlook installation. Failed checks must be corrected before installation can continue to the next step. If there is a problem that will take time to correct, cancel Setup at this point, fix the problem, and restart Setup. When all checks are successful and you are ready to install, click Install.
9. On the Microsoft Dynamics CRM for Outlook Setup Completion page, click Close.
10. Run the Configuration Wizard.
After you complete Microsoft Dynamics CRM for Outlook Setup, run the Configuration Wizard to complete the installation. The Configuration Wizard configures client settings, such as the location of the Microsoft Dynamics CRM server. To start the Configuration Wizard, click Start, point to All Programs, point to Microsoft Dynamics CRM, and then click Configuration Wizard.
Follow these steps to configure Microsoft Dynamics CRM for Outlook.
1. On the Welcome page, click Next.
2. On the Select where you want to sign in to Microsoft Dynamics CRM page, select one of the following options, and then click Next.
· My company. Select this option if you will connect to a Microsoft Dynamics CRM server at your company by using the Internet.
· An online service provider. Select this option if you will connect to Microsoft only through the Internet.
3. On the Specify the Web addresses to use to connect to the Microsoft Dynamics CRM server page, type the URL for the server in the Intranet address box. In addition, if you connect to your company or partner-hosted site over the Internet, you can clear Use the same Web address when the system connects over the Internet and type the URL in the External Web address box. You must do this if you use a different URL to connect to your Microsoft Dynamics CRM server through the Internet. Click Next.
Important If you have server roles installed on separate computers, you must specify the Web address of the computer where the Discovery Service server role is installed.
4. On the Select Organization page, select the organization that you want to connect to in the list, and then click Next.
5. On the Help Us Improve the Customer Experience page, select whether you want to participate in the Customer Experience Improvement Program, and then click Next.
6. The System Requirements page appears. This is a summary of all system requirements for a successful Microsoft Dynamics CRM for Outlook installation. Failed checks must be corrected before configuration can continue. If a problem will take time to correct, cancel the Configuration Wizard at this point, fix the problem and restart the Configuration Wizard. All errors must be resolved. If no errors occur, or if only warnings appear, you can continue with the configuration. To do this, click Next.
7. On the Configuration Complete page, click Finish. If there was a problem that occurred during the installation, click View the log file to review the log file for information about the configuration.
User and Queue E-Mail Configuration
The e-mail messaging incoming and outgoing options can be set differently for each user or queue. These incoming and outgoing options are configured on the User form. To open a user form, in the Navigation Pane, click Settings. Under Settings, click Administration. Then, in the Administration area click Users, and then double-click the user that you want.
Note By default, Microsoft Dynamics CRM sets both the incoming e-mail server type and the outgoing e-mail server type to Microsoft Dynamics CRM for Outlook. For more information about these types, see the following section.
The incoming e-mail configurations that can be used when a user or a queue receives Microsoft Dynamics CRM e-mail messages are as follows:
· None. Use this option for users or queues that do not use Microsoft Dynamics CRM to send e-mail messages.
· Microsoft Dynamics CRM for Outlook. This option requires that Outlook be installed on the user’s computer. This option does not require the E-mail Router component. However, to process Microsoft Dynamics CRM e-mail messages, Outlook must be running. .
· Forward Mailbox. To use this option, you must install the E-mail Router. This option requires a “sink” mailbox, which must be created by the administrator. The E-mail Router processes e-mail messages that are forwarded to this mailbox. Although this option does not require users to run Outlook, it does require that a server-side rule be deployed for the user. If you are using Exchange Server to process incoming e-mail messages, you can deploy the rule by using the Rule Deployment Wizard.
· E-mail Router. This option delivers Microsoft Dynamics CRM e-mail messages directly to Microsoft Dynamics CRM, without the need of a forward mailbox. The e-mail system that is used to process messages can be Microsoft Exchange Server 2003, Exchange Server 2007, or a POP3-compliant server.
Note that incoming and outgoing options are essentially the same but the Forward mailbox is not available for the outgoing mail configuration.
Troubleshooting Installation and Upgrade
This section describes how to troubleshoot installation and known issues.
Setup creates log files that can be reviewed and used for troubleshooting. By default, the location of the log files, where User is the account of the user who ran Setup, is as follows:
· Windows XP: <systemdrive>:\Documents and Settings\<User>\Application Data\Microsoft\MSCRM\Logs\
· Windows Vista: <systemdrive>:\Users\<User>\AppData\Roaming\Microsoft\MSCRM\Logs\
Known Issues
Error message when you try to install, upgrade or configure a Microsoft Dynamics CRM client for Outlook computer (KB948312)
When you try to install or upgrade a Microsoft Dynamics CRM client for Microsoft Office Outlook computer, you receive the following error message:
Action Microsoft.Crm.Config.Client.InstallAbpAction failed.
Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))
This problem may occur if the Microsoft Dynamics CRM data file was not completely removed, and if the Microsoft Dynamics CRM address book provider (ABP) contacts were not completely removed.
Resolution
To resolve this problem, use one of the following methods, and then try to install or upgrade a Microsoft Dynamics CRM client for Outlook computer.
Method 1: If you have Microsoft Office Outlook 2007 installed
1. Start Outlook 2007.
2. On the Tools menu, click Account Settings.
3. Click the Data Files tab.
4. Click Microsoft CRM, and then click Remove.
5. Click the Address Books tab.
6. Click Microsoft CRM Address Book, and then click Remove.
7. Exit Outlook 2007.
Method 2: If you have Microsoft Office Outlook 2003 installed
1. Exit Outlook 2003.
2. Click Start, click Control Panel, click User Accounts, and then click Mail.
3. In the Mail Setup dialog box, click Data Files.
4. Click Microsoft CRM, click Remove, and then click Close.
5. In the Mail Setup dialog box, click E-mail Accounts.
6. Click View or change existing directories or address books, and then click Next.
7. Click Microsoft CRM Address Book, and then click Remove.
8. Click Close to close the Mail Setup dialog box.
Resolution 2
Follow these steps:
1. Start Outlook.
2. On the Tools menu, click Options.
3. On the Mail Setup tab, click Email Accounts.
4. On the Data Files tab, select Microsoft CRM- Not Available, and then click Remove.
E-mail messages are not sent from Outlook Web Access, from Outlook Mobile Access, or from Outlook Rules after you open the Microsoft Dynamics CRM 4.0 client for Outlook (KB950088)
You open the Microsoft Dynamics CRM 4.0 client for Microsoft Office Outlook. If Outlook does not use the cached Exchange mode, e-mail messages are not sent from Outlook Web Access (OWA), from Outlook Mobile Access (OMA), or from Outlook Rules.
This problem is fixed in Microsoft Dynamics CRM 4.0 Update Rollup 1.
952858 (http://support.microsoft.com/kb/952858/ ) Update Rollup 1 is available for Microsoft Dynamics CRM 4.0
The Microsoft Dynamics CRM menu still exists on the Outlook menu bar after you uninstall the Microsoft Dynamics CRM 3.0 client for Outlook (KB949087)
Symptom 1
After you uninstall the Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook, the Microsoft Dynamics CRM 3.0 menu still exists on the Outlook menu bar.
Or, after you uninstall the Microsoft Dynamics CRM 3.0 client for Outlook, and you try to install the Microsoft Dynamics CRM 4.0 client for Outlook, the Microsoft Dynamics CRM 4.0 client installation tries to perform an upgrade.
Symptom 2
When you open the Microsoft Dynamics CRM 4.0 client for Outlook, you receive the following error message:
An error occurred loading Microsoft Dynamics CRM functionality. Try restarting Microsoft Outlook. Contact your system administrator if error persists.
If you click OK in the error message, the CRM toolbar is listed two times in the Outlook menu bar.
This problem occurs because the Microsoft Dynamics CRM 3.0 client is not completely uninstalled.
To resolve this problem, follow these steps (remember to backup the registry first):
1. Close Outlook. In Task Manager, verify that the Outlook.exe process and the Microsoft.crm.application.hoster.exe process are not running.
2. In Add or Remove Programs, uninstall the Microsoft Dynamics CRM 4.0 client for Outlook, or uninstall the Microsoft Dynamics CRM 3.0 client for Outlook.
3. If the following directories exist on the client computer, delete the directories:
o drive:\Program Files\Microsoft Dynamics CRM directory
o drive: \Program Files\Microsoft CRM
4. Click Start, click Run, type regedit, and then click OK.
5. Open the following registry key:
HKEY_Current_User\SOFTWARE\Microsoft
6. Delete the MSCRMClient hive if it exists.
7. In Control Panel, double-click Mail, and then click E-mail Accounts.
8. Click the Address Books tab, select the Microsoft Dynamics CRM address book, and then click Remove.
9. Click the Data Files tab, select the Microsoft Dynamics CRM data file if it exists, and then click Remove.
10. Click Start, click Run, type regedit, and then click OK.
11. Open the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Updates
12. Delete the Microsoft Dynamics CRM 3.0 registry hive if it exists.
13. Rename the Outcmd.dat file to Outcmd.dat.old.
Note By default, the Outcmd.dat file is in the following folder:
C:\Document and Settings\User\Application Data\Microsoft\Outlook
Note Outlook re-creates the Outcmd.dat file. However, all the custom menus that you created on the Outlook menu bar are removed.
14. Verify the Microsoft Dynamics CRM Outlook addin is removed. To do this, follow these steps:
1. For Outlook 2003
a. Open Outlook, click Tools, click Options, click the Other tab, click Advanced, and then click COM Addins.
b. Select Microsoft Dynamics CRM, click Remove, then click OK.
c. Click Tools, and then click Customize.
d. Select Microsoft Dynamics CRM, and then click Delete.
e. Click Reset, and then click Close.
f. Close Outlook.
g. Click Start, click All Programs, click Microsoft Dynamics CRM 4.0, and then click Diagnostics.
h. Click Run Diagnostics.
i. Open Outlook.
For Outlook 2007
j. Open Outlook, click Tools, click Trust Centre, click Add-ins, and then click Go.
k. Select Microsoft Dynamics CRM, click Remove, and then click OK.
l. Click Tools, and then click Customize.
m. Select Microsoft Dynamics CRM, and then click Delete.
n. Click Reset, and then click Close.
o. Close Outlook.
p. Click Start, click All Programs, click Microsoft Dynamics CRM 4.0, and then click Diagnostics.
q. Open Outlook.
In addition to these 3 known problems, a number of other issues have been brought to light over the last few months.
The Outlook Client has not installed correctly and you are unable to remove this from the Add/Remove Programs dialogue box or re-install the client over the top of the existing installation.
You have installed the Outlook client but it has not installed correctly. You have attempted to de-install using the Add/Remove programs dialogue but this has failed and another install has not fixed the issue.
· Download the Windows Installer Cleanup Utility and remove the Outlook Client completely from the target computer.
· Download Windows Installer Cleanup Utility
Missing Folders in the Outlook Client
After the Outlook Client has been installed, the user can only see ‘Deleted Items’ and ‘Search Folders’ under ‘Microsoft CRM’ in the folder pane. In addition, the user can access the CRM through the webclient and all other configuration settings are correct.
Resolution
1) Right click ‘Microsoft CRM’
2) Select ‘Properties’
3) Select ‘Home Page’
4) Ensure the URL is correct and present. It should resemble the following example : http://<server>/_root/stage.aspx?url=SiteMapNavPage.aspx&id=root
5) Restart the Outlook Client
Outlook Freezes and Context Menus do not work as expected
General errors and issues like this are often the result of a corrupted or missing patch. Complete the following as a matter of course.
1) Download and re-install MSXML4.0 SP2 (Download MSXML4.0 SP2)
The Microsoft CRM Toolbar at the top of the Outlook Client is greyed out
From time to time, users may experience the phenomenon of the Microsoft CRM toolbar being ‘greyed out’ and therefore unusable. This is most often the result of the user disconnecting from the network and then re-connecting again. The Outlook Client does not always detect the reconnection and therefore does not re-initialise the interface. Try one of the following :
1) Attempt to reconfigure the Client
2) Close Outlook
3) Click Start
4) Click All Programs
5) Microsoft CRM 4.0 Configuration Wizard
6) Reboot and restart Outlook
Alternatively, a refresh of the plugin is necessary. To complete this procedure, do the following :
1) In Outlook 2007, click settings,
2) Click Trust Center
3) Click Addins
4) Click the "go" button on the bottom of the form to manage COM plug-ins
5) Click the check box next to the outlook plugin, then click ok
6) Log out of Outlook
7) Log back in to Outlook, go back to the trust center, re-enable the plugin
8) Close outlook, reopen Outlook.
Further, there is a known issue with IE7 and the Microsoft Outlook Client when they exist on the same machine. If the Microsoft Outlook toolbar is greyed out AND the user can still access Accounts, Contacts and other data elements, then the following procedure may be appropriate. Note, this procedure is a last resort and only to be performed if the registry has been backed up first.
1) Click Start, click Run, type regedit in the Open box, and then click OK.
2) Locate and then click the following registry subkey: HKEY_LOCAL_MACHINE\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_SUBDOWNLOAD_LOCKDOWN
3) Right-click Outlook.exe, and then click Modify.
4) In the Value data box, type 0, and then click OK.
Outlook Client hanging and general connectivity errors
The user receives several error messages when initialising the Outlook client and messages are not being processed from the Drafts folder. This is often caused by the interaction between the Outlook client and various third party software programs. Try the following :
1) Disable all popup blockers
2) Add the Microsoft Web Client URL to the Trusted Sites within Internet Explorer
3) Remove Google Toolbar completely
4) Ensure that the Microsoft CRM URL is added to any trusted list within an Anti-Virus program and that all emails from the Forward Mailbox (if exists) are trusted.
5) Clear the Internet Explorer Cache of Temp Files and Cookies
You cannot view any e-mail messages in the folders after you install the Microsoft Dynamics CRM 4.0 On-Premise client for Outlook
After you install the Microsoft Dynamics CRM 4.0 On-Premise client for Microsoft Office Outlook, you can select different folders in Outlook. However, you cannot view any e-mail messages in the folders. In the area where the e-mail messages should be displayed, Outlook displays "loading."
This issue has been identified by Microsoft as being relatively common. The resolution for this issue is to install the Update Rollup 1 (Update Rollup1 - KB952858)
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