Troubleshooting Microsoft Dynamics CRM for Outlook installation, configuration and upgrade

 

Applies To: Dynamics CRM 2011

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

Run the Microsoft Dynamics CRM for Outlook Configuration Troubleshooting Wizard. A step by step wizard that can help resolve Microsoft Dynamics CRM for Outlook configuration issues.

Synchronization is not supported if Cached Exchange Mode is set to non-cached in Outlook. See: Turn on Cached Exchange Mode

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 are 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, click Start, click Control Panel, and then in the Control Panel window click Programs, and then click 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.

    Microsoft Online Services Sign-In Assistant for IT Professionals RTW

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

By default, the location of the Setup log files (including crm50setup.log and the Microsoft.Crm.Application.Hoster log file), 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\

  • 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 XP: SystemDrive:\Documents and Settings\<User>\Local Settings\Application Data\Microsoft\MSCRM\Logs\

  • Windows Vista: SystemDrive:\Users\<User>\AppData\Local\Microsoft\MSCRM\Logs

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

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

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

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

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

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

    • MSCRM* (such as MSCRMAddin, MSCRMAddressBook, etc.)

    • MSSQL$CRM

By default, if a user does not have Microsoft Dynamics CRM for Outlook installed and configured, the Microsoft Dynamics CRM web application displays a Get CRM for Outlook button on the message bar. This button provides a link for users to download Microsoft Dynamics CRM for Outlook. If you do not want users to have this capability, you can remove the button.

To remove the Get CRM for Outlook button from the Microsoft Dynamics CRM web application

  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. Click Settings.

  3. Under System, click Administration.

  4. Click System Settings. The System Settings dialog box appears.

  5. Click the Outlook tab.

  6. Set the value for Outlook client is advertised to users in the Message Bar to No.

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