Topic: ‘Outlook Client’

Click here to view an article illustrating the basics of Outlook synchronization. Here’s a snippet from the Microsoft Download Center regarding the article:

“Both the online and offline versions of the CRM Outlook Client support synchronizing CRM contacts and CRM activities to Outlook folders, or Outlook synchronization. Outlook synchronization enables Outlook users to view Dynamics CRM information, including contacts, tasks, phone calls, letters, faxes, appointments, and e-mails, within the Outlook interface.”

Please note: you need to have Update Rollup 7 or newer in order (or Microsoft Dynamics CRM Online November 2009 Service Update or newer) for this to be applicable to you.

Not on a recent rollup? Click here to download Update Rollup 9.

An Internet-Facing Deployment allows users that are not on the internal network of your organization to access Microsoft Dynamics CRM through the web.  This functionality is great for those that are in and out of the office or on and off the local network.  Like most of us, having CRM accessible through the web is great, but what about the Outlook Client?  We all live in Outlook, so below is a scenario and a few helpful hints about configuring users’ Outlook Clients for an Internet-Facing Deployment.

Scenario

• The customer has an IFD set up for its CRM 4.0 users.
• Users outside the domain have configured their outlook client using “Service Provider.”
• Currently, when these users are outside of the local network, they do not have an issue accessing CRM. (They can get to CRM through both the Web and Outlook)
• When users are in the office and connected to the local network, they CANNOT connect to CRM through OUTLOOK. 
• When users are in the office and connected to the local network, they CAN access CRM through the web successfully.

Process

It is important to have the users configure their Outlook clients while at the office on the local network.  The only time that we can configure the Client for both internal and external URLs is while the client workstation is in the office on the local network.

•  When the users are on the local network, have them configure the Outlook Client using “My Company.”
• During the configuration, users will come to the option to enter an internal and external URL.
  • There will be a check mark between the text boxes.  Remove the check mark and enter the internal URL used to access CRM.  For example:  http://crm
  • Then enter the URL that they are using to access CRM through IFD while outside the office in the external URL text box at the bottom.  For example: http://crm.infinity.com

  �
  

• Continue to step through the configuration until it completes.
• Restart Outlook.
• Disconnect from the local network, and confirm that the outlook client can still be accessed with full functionality.

Assessment

What we have successfully accomplished is the ability for users to work in the Outlook Client, both on and off the local network.  When the users are connected internally, the Outlook Client will connect to CRM using the internal URL by default. Once they leave the internal network, the Outlook Client will attempt to connect using the internal URL, but when it sees that it cannot, it will then use the URL used to connect through IFD.

If we were to configure the Outlook client as ‘Service Provider,’ we do not give users the ability to use the Outlook Client on the local network.  This occurs because they have not defined an internal URL for CRM.

As always, if information such as this does not resolve your issue, documentation from Microsoft should be referenced.  This post should not replace documentation from Microsoft; however it can serve as a guide to solving your problems and as a helpful reminder.

I was recently asked to do a little research regarding CRM 4.0 Client for Microsoft Outlook configuration through Terminal Server. I needed a quick answer, so I called on Microsoft. Here is what I got in return:

Question: If the CRM 4.0 Client for Microsoft Outlook is installed on a terminal server, will every user that accesses outlook be able to use the CRM outlook client? For example, we want 2 people to be able to use the outlook client, and 2 people to not use the outlook client going through terminal server.  Is this possible?

Answer: The user will have to be setup as a user in CRM and they would have to run through the configuration wizard. If the user is in CRM and the outlook client is installed locally on the users’ machine, each user will have the ability to configure the outlook client. Follow the configuration wizard and confirm that the toolbar exists in the users’ outlook. This is standard procedure for MS CRM 4.0 Outlook Client install.

If you wish to take away the configure button from certain users you can add the following registry* keys:
1. HKCU\Software\Microsoft\Office\Outlook\Addins\crmaddin.Addin\LoadBehavior DWORD 2
2. HKCU\Software\Microsoft\Office\Excel\Addins\crmexceladdin.Addin\LoadBehavior DWORD 2

*This solution involves making changes to the registry. It is not suggested that changes made to the registry be used as a first option. If possible, alternatives such as a MS Hotfix or MS rollup should be used to try to solve the issue, before modifying the registry. If you do decide to modify the registry, it is suggested that the modifications are rolled out through a group policy in active directory, by an IT Director, Technical Specialist or MIS department. Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. Be sure to backup the registry before making changes in the registry editor. Any problems might require that you reinstall your operating system. I.B.I.S,. Inc. cannot guarantee that these problems can be solved. Modify the registry at your own risk.

Registry Backup

Go to Start - Run - and type ‘Regedit’

a. Make a backup of the registry by (in the Registry Editor) right-clicking on My Computer and selecting Export.

b. Select a location for the export file and name it.

c. Click Save.

Hope this helps!

Symptoms: The CRM 4.0 Client for Microsoft Outlook works when first configured for a user on a terminal server, but when the user logs off and logs back on, the CRM add-in for Outlook is disabled. The user then receive the following message:

WarningDiagnosticCheckException: You recently used a different Outlook profile than the one the Microsoft Dynamics CRM add-in has been configured for. The Microsoft Dynamics CRM add-in will be enabled only for the profile it was configured for. at Microsoft.Crm.Outlook.Diagnostics.

Background: The CRM 4.0 Client for Microsoft Outlook gets successfully installed to the terminal server by an administrator. An end user then logs in and successfully configures the client, and the CRM 4.0 Client for Microsoft Outlook performs as expected. Once the user logs off and logs back on, the CRM add-in for Outlook is disabled.

Cause: The server was configured with Login scripts that are clearing the outlook profile without checking a condition it is already there. Another login script is then running to configure Outlook for the user without any user input. The CRM 4.0 Client for Microsoft Outlook realizes this upon initialization and disables the CRM add-in for Outlook.

Solution: Be sure that your terminal server login scripts, or files, called by those login scripts are checking to see if the Outlook profile for the user that is logging in exists and does not remove and recreate a profile if one already exists.

We recently had an experience with a client in which they were not able to install MS Outlook Client on their terminal server. They received an error message:

“CRM cannot be installed on a computer where Microsoft Server resides.”

The 4.0 Client is not supported on a server that is running Microsoft Exchange Server. However, after thoroughly searching their database, we found no instance of MS Exchange in sight.

Through some extensive analysis we found that even though Exchange isn’t found anywhere inside the computer, there could have potentially been an instance at some point in time. Check and see if Exchange Management Tools had been installed. If so, uninstall them.

The above error may also signify that the following registry setting exists:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange\Setup

If it exists, go through and modify the registry. However before you do anything, it’s almost imperative that you backup the registry before making any modifications. Then, if any mistakes or mishaps occur, you simply restore the registry and retry.

Make sure to be careful when modifying your registry. Serious problems can occur if it is modified incorrectly.

Follow these steps to modify the registry:

1. Click Start, click Run, type regedit, and then click OK.

2. Locate and then click the registry subkey that resembles the following registry subkey:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange\Setup

3. Right click the registry subkey, and then click Resume.

4. Rename the registry subkey.

5. Finally, install the MS 4.0 Client for Outlook.

When it comes down to it, installation for 4.0 is completely different from installation for 3.0. Nowadays the configuration attempts aren’t done at the same time as the installation. In addition, the CRM 4.0 Client install takes out the requirement to use a script when installation the CMR Client on a Terminal Server.

After installation, users need to go through and configure their individual profile by opening Outlook and clicking on a button that says Configure CRM 4.0. Then they can enter the URL for the CRM server and then go through some additional information.

If the CRM 3.0 Outlook Client had been installed before, make sure that all users are not using Outlook. Also verify that all Outlook.exe processes are closed in the Task Manager. Then go through and uninstall the 3.0 Outlook. Be sure to clean up the Program Files, too. Then, install the CRM 4.0 Outlook Client. In rare instances, it has been seen that when upgrading the Outlook client from 3.0 to 4.0 on a Terminal Server causes multiple Menu bars and toolbars. Uninstalling 3.0 and then installing 4.0 would be the best way to handle this situation.

Having recently completed an upgrade to Microsoft Dynamics CRM 4.0, we discovered that certain buttons and tabs were missing from the CRM Web Client. It was observed that this issue occurred when the Microsoft Dynamics CRM Outlook is running on the computer, and you start the Microsoft Dynamics CRM Web Client. A common example of this is the missing Calendar in the Microsoft Dynamics CRM Web Client ‘Workplace’ Navigation tab, located under ‘My Work’.

When Outlook is not running, the Calendar appears:

When Outlook is open, the Calendar does not appear in the Microsoft Dynamics CRM Web Client:

Additional examples include missing the Delete button in the Quotes dialog box and the Settings tab in the navigation pane.

The cause of these missing buttons and tabs is a result of cookies from the Outlook Client being present when you start the Microsoft Dynamics CRM Web Client. Cookies are created when you start the Outlook Client. If this cookie is present, the Web Client uses the Web pages of the Outlook Client, resulting in missing tabs and buttons. As pictured above, when the Outlook client is closed, the cookie disappears and the buttons are available.

If you find yourself in this situation, here are a few solutions and workarounds that could be used.

(1) Clear the Internet Explorer Cache. To do this, close Outlook and open IE. In IE, go to Tools, Internet Options, Delete Cookies/Delete Files, OK. To prevent this issue from occurring, exit Outlook before using the Microsoft Dynamics CRM Web Client.

(2) If you want to use the Microsoft Dynamics CRM Web Client and the Microsoft Dynamics CRM Client for Office Outlook at the same time, here is an alternative method:

This solution involves making changes to the registry. It is not suggested that changes made to the registry be used as a first option. If possible, alternatives such as a MS Hotfix or MS rollup should be used to try to solve the issue before modifying the registry. If you do decide to modify the registry, it is suggested that the modifications are rolled out through a group policy in active directory, by an IT Director, Technical Specialist or MIS department. Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. Be sure to backup the registry before making changes in the registry editor. Any problems might require that you reinstall your operating system. I.B.I.S,. Inc. cannot guarantee that these problems can be solved. Modify the registry at your own risk.

Registry Backup

Go to Start – Run – and type ‘Regedit’

a. Make a backup of the registry (in the Registry Editor) by right clicking on My Computer and select Export.

b. Select a location for the export file and name it “C“. Click Save.

Registry Edit

1.  Log on to the Microsoft Dynamics CRM Client for Outlook.

2.  Click Start, click Run, type regedit, and then click OK.

3.  In Registry Editor, locate and then click the following registry subkey:

HKEY_CURRENT_USER\Software\Microsoft\MSCRMClient

4.  Double-click WebAppUrl.

5.  In the Edit String dialog box, change the value that is in the Value data field. The original value is the Microsoft Dynamics CRM server name and port number. Change this value to an IP address. For example, the IP address may be “http://192.169.1.1:5555.”

6.  Double-click PlatformRoot.

7.  In the Edit String dialog box, change the value that is in the Value data field. The original value is the Microsoft Dynamics CRM server name and port number. Change this value to a value that includes an IP address. For example, the new value may be “http://192.169.1.1:5555/MSCRMServices.”

8.  Double-click ServerUrl.

9.  In the Edit String dialog box, change the value in the Value data field. The original value is the Microsoft Dynamics CRM server name and port number. Change this value to an IP address. For example, the IP address may be “http://192.169.1.1:5555.”

Hope this helps!

The Outlook client can potentially create some annoying features for your end users.  The good news around this is Microsoft has released a hotfix to address the issue.  There is a workaround that you may already be using for a user that has encountered this problem.  Here is a blog posting on the workaround.

http://blogs.msdn.com/benlec/archive/2008/04/11/outlook-inbox-folders-stuck-on-loading-message-in-crm-4-0.aspx

The KB for the hotfix is 950175, this may not be public yet but keep checking the MS site for the release.