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Troubleshooting and things to know about Microsoft Dynamics CRM for Outlook

Applies To: CRM 2015 on-prem, CRM Online

This section describes how to troubleshoot CRM for Outlook installation and upgrade issues.

Potential issues and resolutions

Assigned tasks not updated in Outlook after updated in CRM

Consider the following scenario:

  • In Outlook, User 1 assigns Outlook task to User 2.

  • In Outlook, User 2 accepts and tracks the task.

  • In CRM, User 2 opens the task and makes a change such as changing the subject or marking the task complete.

Result: for User 1, in Outlook, the task status remains unchanged.

To force a status change: User 2, in Outlook, can open the Outlook task and choose Send Status Report to update User 1’s Outlook with the latest information.

Enabling the following settings in Outlook Task options (Home tab > New Items > Task > Assign Task) do not impact this issue:

  • Keep an updated copy of this task on my task list.

  • Send me a status report when this task is complete.

This is a known issue and is not supported.

Home Address gets moved to CRM Address 2 field

Consider the following scenario:

  • You create a contact record in CRM or CRM for Outlook and fill in home address information in field Home Address.

  • In CRM for Outlook, you set synchronization to synch Outlook/Exchange field Home Address with CRM field Address 1.

  • You upgrade your CRM for Outlook and CRM to 2015.

  • You open CRM for Outlook and look for the home address information.

Result: the home address information is moved to the Address 2 field.

Be aware of the following field mapping for Microsoft Dynamics CRM 2015:

 

Outlook/Exchange field CRM field

Mailing Address/Business Address

Address 1

Home Address

Address 2

Other Address

Address 3

If you’re offline, you can’t add a related record type by using the Add button (+). Add the related record type while you’re online, and then go offline.

Inserting a picture from a file into an appointment is not supported.

When an activity is created, such as a task, some fields may synchronize even if field synchronization is set to not sync. This is a known issue as some fields cannot have an empty value.

If the user domain account is in a domain different from the CRM organization, the user will receive an error message (see below) when installing CRM for Outlook. This is not a supported scenario.

Error message

There is a problem communicating with the Microsoft Dynamics CRM server. The server might be unavailable. Try again later. If the problem persists, contact your system administrator.

The caller was not authenticated by the service.

Synchronization might not work as expected if Cached Exchange Mode is set to non-cached in Outlook. For example, sometimes, tracking email from the Outlook Search folder gives an error when Cached Exchange Mode is off when you set up your Exchange email account in Outlook. The best practice is to turn on Cached Exchange Mode when you set up your Exchange email account in Outlook. More information: Turn on Cached Exchange Mode

This setting is in the Microsoft Dynamics CRM Diagnostics tool included with CRM for Outlook. Choose Start > All Programs > Microsoft Dynamics CRM 2015 > Diagnostics > Synchronization Troubleshooting tab.

Automatic email tagging is set to be off by default. If you enable this setting but reinstall CRM for Outlook, automatic email tagging will be off.

Changes made to Service Appointments and Activities in CRM will update in CRM for Outlook when you synchronize, but the reverse is not true. When you make changes to Service Appointments or Activities in CRM for Outlook, the changes are not synchronized to CRM.

Microsoft Dynamics CRM Online with Office 365

When you try to connect to an organization that is part of your Microsoft Office 365 subscription by using the Configuration Wizard or Microsoft Dynamics CRM Online for Outlook, you cannot connect. To resolve this issue, verify, and if necessary, correct the following:

  • Make sure that you can connect to the organization by using Internet Explorer. There may be incomplete information with your Microsoft Online Services account that is preventing you from authenticating with the service. The URL for the organization is provided in the invitation email message you should have received from Microsoft Online Services, and is typically in the form of https://OrganizationName.onmicrosoft.com or https://OrganizationName.crm.dynamics.com. If you are not certain of the URL, contact your system administrator

  • Make sure that the Microsoft Online Services Sign-in Assistant is installed on your computer. This component is required by Microsoft Dynamics CRM Online for Outlook to sign in to an Office 365 subscription. To verify, choose Start, choose Control Panel, and then in the Control Panel window choose Programs, and then choose Programs and Features. In this list of installed programs, verify that Microsoft Online Services Sign-in Assistant appears. If it is not installed, download and install the component.

    More information: Microsoft Online Services Sign-In Assistant for IT Professionals RTW

Log files

When you install and configure CRM for Outlook, the system creates log files that you can use for troubleshooting.

By default, the location of the Setup log files (including crmsetup.log and crm60clientmsi.log files), where User is the account of the user who ran Setup, is as follows:

  • Windows 8 and Windows 7: SystemDrive:\Users\<User>\AppData\Local\Microsoft\MSCRM\Logs

By default, the location of the configuration log files (including crm50clientconfig.log), where User is the account of the user who ran Configuration Wizard, is as follows:

  • Windows 8 and Windows 7: SystemDrive:\Users\<User>\AppData\Local\Microsoft\MSCRM\Logs

ImportantImportant
By default, the AppData folder is hidden. To view the AppData folder, use Folder Options in Control Panel to enable viewing for hidden files and folders.

TipTip
You can use the shortcut path to access the AppData folder, %LocalAppData%\Microsoft\MSCRM\Logs.

Event Viewer

To access event logging information for CRM for Outlook, open Event Viewer from the client computer where CRM for Outlook is installed, and then view the entries in the Application log.

To view the Application log in Event Viewer on Windows 7, or Windows 8:

  1. On the computer where CRM for Outlook is installed, start Event Viewer.

  2. In the navigation pane, expand Windows Logs and then choose Application.

  3. To make it easier to locate events that apply to CRM for Outlook, use Create Custom View or Filter Current Log and then select the following Event sources:

    • Event sources that begin with MSCRM (such as MSCRMAddin and MSCRMAddressBook)

    • MSSQL$CRM

Disable the CRM for Outlook notification bar on the Web application

By default, if a user does not have CRM for Outlook installed and configured, the Microsoft Dynamics CRM web application displays a Get CRM for Outlook button on the notification bar. This button provides a link for users to download and install software features that configure a local Microsoft SQL Server Express data store. If you do not want users to have this capability, you can remove the button.

  1. With a security role that has read and write permissions (for example, the System Administrator role), start the Microsoft Dynamics CRM web application.

  2. Go to Settings > Administration > System Settings.

  3. Choose the Outlook tab.

  4. Set the value for Users see “Get CRM for Outlook” option displayed in the message bar to No.

  5. Choose OK to close System Settings.

See Also

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