Errors when you try to install or to configure the Microsoft Dynamics CRM Client for Microsoft Office Outlook

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Article ID: 2500375 - View products that this article applies to.
Important This article contains information about how to change the registry. Make sure that you back up the registry before you change it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and change the registry, click the following article number to view the article in the Microsoft Knowledge Base: 
322756 How to back up and restore the registry in Windows
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SYMPTOMS

Symptom 1

You uninstall Microsoft Office 2010 and then install the Microsoft 2007 Office suite. When you try to install the Microsoft Dynamics CRM Client for Microsoft Office Outlook, you receive the following error message:

The installation has failed. Setup cannot continue because 64-bit Microsoft Office Outlook is installed, please run 64-bit Microsoft Dynamics CRM for Outlook setup.

Symptom 2

 When you try to configure the Microsoft Dynamics CRM 2011 Client for Microsoft Office Outlook, you receive the following error message:

There is a problem communicating with the Microsoft Dynamics CRM server. The server might be unavailable. Try again lager. If the problem persists, contact your system administrator.

Cannot configure the organization for Microsoft Dynamics CRM for Outlook. Try to configure the organization again. If the problem persists, contact your system administrator.

CAUSE

Cause 1

The symptoms occur because of registry keys that are left over from the Microsoft Office 2010 installation. When Microsoft Office 2010 is installed, a registry key that is named "bitness" is created under HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Office\14.0\Outlook and HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Office\14.0\Outlook. If the "bitness" registry key is set to "x64," installing the x86 Microsoft Dynamics CRM Client will be unsuccessful.

Cause 2

When the Microsoft Dynamics CRM Client for Microsoft Office Outlook was installed on a computer that is running the Microsoft 2007 Office suite, the "14.0\Outlook" registry key still existed and must now be deleted.

RESOLUTION

Warning Serious problems might occur if you change the registry incorrectly by using Registry Editor or by using another method. These problems might require you to reinstall the operating system. Microsoft cannot guarantee that these problems can be resolved. Change the registry at your own risk.

To resolve this problem, delete the Outlook registry key. 

We strongly recommend that you back up the registry before you delete keys. Also, delete the keys only if you no longer have Office Outlook 2010 installed on the computer.
  1. Click Start, and then click Run.
  2. Type regedit in the Open box, and then click OK.
  3. Locate the following registry subkey:
    HKEY_LOCAL_MACHINE\Software\Microsoft\Office\14.0\Outlook
  4. Right-click the Outlook registry key, and then select Delete.
  5. Locate the following registry subkey:
    HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Office\14.0\Outlook
  6. Right-click the Outlook registry key, and then select Delete.
  7. If you currently have the Microsoft Dynamics CRM Client for Outlook installed, you must uninstall and then reinstall and reconfigure the Microsoft Dynamics CRM 2011 Client. 

Properties

Article ID: 2500375 - Last Review: February 15, 2011 - Revision: 2.0
APPLIES TO
  • Microsoft Dynamics CRM 2011
  • Microsoft Dynamics CRM Online Professional Edition, when used with:
    • Microsoft Dynamics CRM for Microsoft Office Outlook
    • Microsoft Dynamics CRM for Microsoft Office Outlook with Offline Access
Keywords: 
kbmbsmigrate kbsurveynew KB2500375

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