Symptoms

Some buttons and tabs are missing from the Microsoft Dynamics CRM Web client. This issue occurs when the Microsoft Dynamics CRM desktop client for Microsoft Office Outlook is running on the computer, and you start the Microsoft CRM Web client.

For example, one or more of the following buttons or tabs are missing when you start the Microsoft CRM Web client:

  • The Delete button in the Quotes dialog box

  • The Send Direct E-mail button in the Accounts dialog box

  • The Send Direct E-mail button in the Contacts dialog box

  • The Settings tab in the Navigation Pane

  • The Calendar link under Workplace

Cause

This issue occurs because the cookie from the Microsoft Dynamics CRM client for Outlook is present when you start the Microsoft CRM Web client. This cookie is created when you start the Microsoft Dynamics CRM client for Outlook. If this cookie is present, the Microsoft CRM Web client uses the Web pages of the Microsoft Dynamics CRM client for Outlook.

Note The cookie is deleted when you exit the Microsoft Dynamics CRM client for Outlook.

Resolution

To resolve this issue, delete the Microsoft Internet Explorer cache. To do this, follow these steps:

  1. Exit the Microsoft CRM Web client and the Microsoft Dynamics CRM client for Outlook.

  2. Start Microsoft Internet Explorer.

  3. Click Tools, and then click Internet Options.

  4. Click Delete Cookies, and then click OK.

  5. Click Delete Files, and then click OK.

To prevent this issue, exit the Microsoft Dynamics CRM client for Outlook before you start the Microsoft CRM Web client or open the Microsoft Dynamics CRM Web client before you start the Microsoft Dynamics CRM client for Outlook.

Workaround

If you want to use the Microsoft CRM Web client and the Microsoft Dynamics CRM client for Outlook at the same time, use one of the following methods.

Method 1

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

  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."

Method 2

Use another URL for Microsoft Dynamics CRM. To do this, add another host header name to the Microsoft Dynamics CRM Web page, and then add this name to the Domain Name System (DNS).

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