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Troubleshooting Microsoft Dynamics CRM for Outlook installation, configuration, and upgrade

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

The configuration troubleshooting wizard can help resolve issues that you may encounter when you run the Microsoft Dynamics CRM Configuration Wizard. The Configuration Wizard connects CRM for Outlook to your Microsoft Dynamics CRM Online instance or organization. Run the configuration troubleshooting wizard.

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, 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.

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

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

  • Windows Vista: SystemDrive:\Users\<User>\AppData\Roaming\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

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

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.

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

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 Vista, 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 click 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)


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. Click the Outlook tab.

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

  5. Click OK to close System Settings.

See Also

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