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An error occurred loading Microsoft Dynamics CRM functionality

Post Author: Joe D365 |

jim's headWell this may or may not help someone out there - but I thought I would put up a post to save you some time if you are in the same situation!  Here is where I was at:

- Used Microsoft Dynamics CRM 3.0 w/outlook client
- I am running Vista with Office 2007
- We upgraded to 4.0
- Could not get the 4.0 Outlook Client to work!

I think the big issue is that there is not a great way to clean your system of the 3.0 Outlook client.  I found numerous posts on what to do...but I still had no luck.  At one point I even completely uninstalled Office (at-least I thought I had) .  The screen shot below shows the sign of the remnant 3.0 client - I was never able to get ride of the greyed out CRM menu item.

Grey Button

Then when I would go to configure the new 4.0 client after installing - all went well till right at the end then poof - the error below showed up.

error

I did everything I could to solve - then had about 3 different CRM specialists look at and try to solve to no avail!  I finally called in a support case and without too much pain got the issue solved.

Below is the relevant info

 

Scope:

**********************

After uninstalling CRM 3.0 and then installing the 4.0 client you are unable to access CRM in Outlook and you have a duplicate toolbar loading.

 

"An error occurred loading Microsoft Dynamics CRM functionality"

 

Environment:

**********************

Vista

CRM 4.0

 

Assessment:

**********************

First to help remove the Duplicate toolbar that we are encountering I would like you to go through the below steps.  I know you mentioned that you had your CRM engineers completely uninstalled CRM 3.0 so before going through a clean Uninstall I would like you to navigate to "C:document and settingsuserapplication dataMicrosoftOutlook"  When running under vista it should be located C:Users"Username"AppDataRoamingMicrosoftOutlook.  When you find the Outlook folder I would like you to Rename this from Outlook to OutlookOld.  Then I would like you to reload your Outlook client and verify that the Duplicate toolbar no longer exists.

They had listed out a number of other steps as well - but I knew once I renamed the folder and the phantom CRM button on my toolbar disappeared I was in business.  Sure enough the install went clean and I am up and running!

 The only downside to this is the loss of some personal settings in Outlook and the stored pre-popped address that I had built up.

Joe CRM
By Joe D365
Joe D365 is a Microsoft Dynamics 365 superhero who runs on pure Dynamics adrenaline. As the face of PowerObjects, Joe D365’s mission is to reveal innovative ways to use Dynamics 365 and bring the application to more businesses and organizations around the world.

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7 comments on “An error occurred loading Microsoft Dynamics CRM functionality”

  1. We upgraded a mixed 2003/2007 Office environment, Exchange 2003, Crm 3.0 to 4.0 and this fix saved my upgrade. It is ridiculous how little "droppings" are left behind and MS isn't cleaning up after itself. Thank you for posting this!

  2. One thing we found that caused this was no rights to user settings (in 4.0) under Business Administration I believe. User level security on user settings on all your Roles people! We (okay I) missed it on a couple of roles, of course they only need it the first login apparently. You'd think they'd keep 1 as the default setting for that, but...

  3. I tried by steps you mentioned, but it does not work for me. Could you please, post other MS steps as well?

  4. here is the completed case from MS

    Scope:
    **********************
    After uninstalling CRM 3.0 and then installing the 4.0 client you are unable to access CRM in Outlook and you have a duplicate toolbar loading.

    "An error occurred loading Microsoft Dynamics CRM functionality"

    Environment:
    **********************
    Vista
    CRM 4.0

    Assessment:
    **********************
    First to help remove the Duplicate toolbar that we are encountering I would like you to go through the below steps. I know you mentioned that you had your CRM engineers completely uninstalled CRM 3.0 so before going through a clean Uninstall I would like you to navigate to "C:document and settingsuserapplication dataMicrosoftOutlook" When running under vista it should be located C:Users"Username"AppDataRoamingMicrosoftOutlook. When you find the Outlook folder I would like you to Rename this from Outlook to OutlookOld. Then I would like you to reload your Outlook client and verify that the Duplicate toolbar no longer exists.

    The error that you are running into when loading Outlook and the client tries to start seems to be caused by authentication issues. I would like you to go through the questions and steps below and then let me know the results.

    1. Are you prompted for credentials when you access CRM through the webclient?
    2. What is the CRM address that you entered in the webclient? Is this the same one that you are using when you installed the Outlook client?
    3. I would like you to go into Internet explorer and verify or change a few settings:
    a. Select Tools | Internet Options
    b. Security | Local Intranet | Sites
    c. Click on Advanced and then add your CRM server name(s) to this list (Or the Address that the Outlook client is trying to use to access CRM).
    NOTE: I would add your IpAddress of your CRM Site, Netbios name, and any Host headers that you are using.
    d. I would also like you to select Custom Level in while in the Security tab | Local Intranet and scroll to the bototm of the page.
    e. Verify that you have User Authentication setup as "Automatic logon only in Intranet zone"

    4. Verify that you have your popup blocker turned off in Internet Explorer.
    5. Verify under the Advanced tab that you have "Windows Integrated Authentication" checked. This is located towards the bottom of the page.

  5. I cannot thank you enough for this post, as it has solved my problem which incidentally M$ have been working on (unsuccessfully) for 3 days now. Finally I can get project sign off from the customer. Dude, you are a life saver. THANK YOU!

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