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The Microsoft Dynamics CRM Outlook client is a powerful add-in to Outlook that allows you to synchronize your contacts and activities. Just like any powerful tool, you may need to take steps toward maintaining the Outlook client add-in from time to time.


Similar to how your web browser stores temporary files in a cache or folder on your computer, Microsoft Dynamics CRM processes and records may create and store files in a temporary cache. When updates occur, software may still be referencing some of these old files in cache, which can cause various issues. The same can be true for the Microsoft Dynamics Outlook client and the need to clear the cache periodically.

Note: Often a user’s Outlook could be open for days without ever closing (even if workstation is hibernating). Due to the long duration, sometimes the CRM client may stop syncing. The diagnostics tool can help resolve issues stemming from that.

Many simple issues can be resolved by clearing out the temporary cache for Dynamics CRM. Things like:

  • CRM stops syncing
  • CRM ribbon buttons are disabled and not usable
  • Lists of records do not display properly
  • Outlook won’t load

How to Clear the Temporary Files for Dynamics CRM

To open the Diagnostics Utility, follow these steps:

  1. Open the Start Menu.
  2. Click All Programs.
  3. Click Microsoft Dynamics CRM 2011.
  4. Click on the Diagnostics utility.

Maintaing the Outlook Client

As you can see, this tool can be used for other things such as turning off the synchronization or email tracking settings. These settings can also be managed in the Outlook CRM Options area.

To delete the temporary CRM files, follow these steps in the Diagnostics utility:

  1. Click on the Advanced Troubleshooting tab.
  2. Under the heading “Delete Temporary Microsoft Dynamics CRM Client files”, click Delete.
  3. Click Save.
  4. Close and re-open your Outlook to check if the clearing of the cache resolved your problem.

This is usually the first step recommended when troubleshooting Microsoft Dynamics CRM Outlook add-in problems.

You might also want to reference our blog on how to perform a trace with the Dynamics CRM 2011 Outlook Client to help troubleshoot any issues.

Finally, if you are having issues with installing/configuring the Microsoft Dynamics CRM 2011 for Outlook client, refer to the Microsoft Dynamics CRM for Outlook Configuration Troubleshooting Wizard.

Happy CRM’ing!

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