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_USERSoftwareMicrosoftMSCRMClient
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!
