In this webinar, our experts showcase a variety of demo use cases of how different components of the...
Last week the Microsoft CRM Support Team released a fantastic blog outlining common Outlook CRM Client issues and fixes to those issues. This post also included some additional troubleshooting information around configuration issues, login issues and responsiveness issues.
While their blog post was certainly thorough, it lacked a bit in terms of clarity and cohesion. Experienced CRM administrators would be able to decipher the information but it was slightly lacking for the end user. No pictures, no clear instructions for which programs and services to run, etc.
It is with these limitations in mind that I present to you: The Outlook CRM Client Troubleshooting Guide 'For The Rest Of Us!'
We will focus on 3 areas:
1. Client Configuration Issues
2. Login Issues
3. Outlook Add-In Issues
Troubleshooting Client Configuration
Check Managed Passwords:
If you've upgraded from the 3.0 Client:
Method 1: If you have Microsoft Office Outlook 2007 installed
Method 2: If you have Microsoft Office Outlook 2003 installed
Permissions Issues when configuring:
Active Directory DNS Issues:
Check the Deployment Properties:
You may have an issue with MAPI .
This is not as frequent, and this would be a last step.
Login Issues
Check the URL you are using:
Check Managed Passwords as in the Client Configuration section
Permissions may be causing a problem:
CrmCheckPrivilege failed. Returned hr = -xxxxxxx on UserId: {SOME USER ID GUID} and PrivilegeId: {SOME PRIVILEGE GUID}
Do you have any 3rd Party Addin's?
Check the IFD Settings to see if it is enabled:
CRM Outlook Add-in Responsiveness
Apply the latest Update Rollup for Microsoft Dynamics CRM 4.0
Disable other Outlook Add-ins to see if the issues still occur.
Gather a crash dump or hang dump to send into Technical Support using the ADPlus Tool at http://support.microsoft.com/kb/286350
ADPlus is a tool that will allow us to get a memory dump from a process that is giving you problems. To get this tool, please install the most current version of "Debugging Tools for Windows" from http://www.microsoft.com/whdc/devtools/debugging/default.mspx
Once these tools are installed, do the following:
1. Create a directory called c:adplus
2. Open a command prompt and change to the directory where you installed the debugging tools. By default, this is c:Program FilesDebugging Tools for Windows
3.a. Crash Dump - If Outlook crashes (restarts or the Outlook.exe process disappears), then a crash dump is required. This can be captured using the following commands and needs to be run before the Outlook crash occurs.
To capture a Crash Dump type the following:
cscript adplus.vbs -crash -pn Outlook.exe -o c:adplusNote: a WARNING window will pop-up regarding debugging symbols - click OK
3b. Hang Dump - If Outlook is hanging or non-responsive to mouse clicks or keyboard commands for at least a minute or more than a hang dump may be required to troubleshoot the issue and can be captured using the steps below. The hang dump is a point in time capture and must be performed after the hang has occurred. Do not perform the steps to capture a hang dump before the problem has occurred, but after the Outlook.exe process has hung.
To capture a Hang Dump type the following:
cscript adplus.vbs -hang -pn Outlook.exe -o c:adplusNote: A WARNING window will pop-up regarding debugging symbols - click OK
Note: It is best to take three different Hang Dumps usually 30-60 seconds apart from each other.4. Do not interfere with the windows that are opened, just let it run minimized.
5. You will not be able to log off the system while you are monitoring.
6. After the hang/crash occurs, please zip and send the contents of the c:adplus directory.
If help is required with these procedures, please open a support case.
Final Words
Troubleshooting the Outlook client can be a daunting task when one considers the sheer amount of components that are working together to create a seamless work environment. Hopefully this blog was able to provide some assistance with isolating and fixing issues with the Outlook CRM client. All we focus on here at PowerObjects is Microsoft Dynamics CRM; it is our passion. If you were unable to solve your issue using this guide, we are available on a time and materials basis to dig in and solve any issue that you may be experiencing. Please contact us and let us know how we can bring focus to your Dynamics CRM!