The purpose of this blog is to describe the options available for troubleshooting the Dynamics CRM Outlook Client when errors have occurred.  This blog does not purport to be exhaustive, but can be used as a guide to assist the analyst in discovering the causation of error messages or application functionality that is not within the normal, expected results of Microsoft Dynamics CRM Outlook Client’s prescribed use.

Tips and Tricks

Initial Analysis

Here are a few things to check to get a clearer picture of the extent of the issue you may be experiencing.

  1. Does the issue occur in the Dynamics CRM browser client?
    Navigate to the area in the browser client of CRM to determine if the same error, or error notification occurs.  For example:  If you are receiving an error when opening an opportunity through the CRM Outlook client, go to that same opportunity through the CRM browser client and determine if the same error occurs.
  2. Have there been any recent updates applied ‘automatically’ by the Windows update service?
    Updates to your Outlook application as well as to your browser can sometimes effect the functionality of how data is displayed, as well as JavaScript that might be running.  An update may have also inadvertently disabled Outlook add-ins that are required for the CRM Outlook client functionality.  Open the Microsoft Dynamics CRM Diagnostics window, click the ‘Advanced Troubleshooting’ tab, and ‘Delete’ temporary files, and also ‘Enable’ the Microsoft Dynamics CRM for Outlook Add-In.
  3. What version is your CRM Outlook Client?
    If you are using Microsoft Dynamics CRM Online, as you know, upgrades/updates occur based on schedules that Microsoft sets (though you can ask to postpone for a certain amount of time).  Upgrades to CRM Online do not automatically upgrade the CRM Outlook client and individual users may not even be aware that Dynamics CRM has been upgraded (depending on the extent of changes in the application).  If the CRM Outlook Client is not at the same version as Dynamics CRM, try upgrading the Outlook Client to the current version.
  4. Are there other Outlook client ‘Add-ins’ running that are not related to Dynamics CRM?
    If you have recently installed other Outlook client Add-ins, they may be interfering with the Dynamics CRM for Outlook Add-ins.  Try disabling any other Add-ins and see if that resolves the issue.  If you are wondering why there are two Add-Ins list for The Dynamics CRM Outlook Client, here is a helpful blog to give you a better understanding. 
    outlook client issues
  5. Can the solution be found by searching in/on the error message?
    Review the error message.  The solution may be in the error message itself.  Also, this may seem too easy, but a quick Google or Bing search on the error message may produce the answer you’re looking for.  Microsoft frequently provides steps to resolution through technical articles, and with the thousands of techie blogs out there, someone may have already experienced your issue and has posted the resolution.
  6. Do you have permissions?
    Some errors occur because of direct interaction with records in CRM.  You may not have the correct CRM security role settings for administering records.  Have your Dynamics CRM administrator check the security roles to ensure they are set adequately for insert/update/delete of CRM records.  Here is an example of a blog troubleshooting security role settings when an Outlook client issue arose. 
  7. Run a Trace through Dynamics CRM Diagnostics
    To enable tracing for the Microsoft Dynamics CRM for Outlook client
    1. Go to Start, click All Programs, click Microsoft Dynamics CRM, point to Diagnostics, and select the Advanced Troubleshooting tab.
    2. Click to mark the Tracing box and click Save

 

NOTE: Always remember to ONLY turn on tracing to record the issue that is occurring and to turn it off directly after the issue has occurred.  Trace files can become very large if left running over time because, typically, they are recording verbose activity.  Depending on the CRM Outlook Client version, you may be able to designate the trace to only record errors.outlook client troubleshooting

Finally, Here are a couple of other useful blogs that may help troubleshooting your Dynamics CRM Outlook Client installation:

Dynamics Community Outlook Tags

Microsoft Dynamics CRM for Outlook Client Troubleshooting Wizard

If you have any further questions, please feel free to Contact Us and we’d be happy to help.