“Something went wrong during sign-in…” when accessing the Microsoft Dynamics CRM App for Outlook

When you click the Dynamics CRM app in Outlook (anywhere the app is supported), you see the following message:

“Something went wrong during sign-in. Please try again. If the problem persists, contact your system administrator.”
Cause 1: Microsoft Dynamics CRM App for Outlook was unable to connect to the authorization service to ensure that you are authorized to use this app.

Cause 2: This can occur if your CRM Online URL was changed after Microsoft Dynamics CRM App for Outlook was installed. For example: If your CRM Online URL was https://contosocorp.crm.dynamics.com when you deployed the app but you later changed the URL to https://contoso.crm.dynamics.com. 
Resolution 1: Please close the app, and open it again. If the problem persists try closing your internet browser and reopening it again. If the problem continues, try again at a later date.

Resolution 2: If you changed your CRM Online URL after Microsoft Dynamics CRM App for Outlook was installed, you need to redeploy the app:

1. A user with the System Administrator role can redeploy the app to users by opening the CRM web application and then navigating to the CRM App for Outlook area within Settings.

2. Select the users who should have the app redeployed and use one of the Add App buttons to redeploy the app.

3. After the Status changes to "Added to Outlook", you can verify if the issue has been resolved. If you already had the app open, close and reopen it. 
More information
You can verify if this issue is the result of Cause 2 by right-clicking on the "Help me resolve this issue" link in the error message and copying the URL. If you view the URL parameters, you may notice that it contains the old CRM Online URL. In the example provided earlier, it would show the old URL (contosocorp.crm.dynamics.com) instead of your current CRM Online URL (contoso.crm.dynamics.com). 
Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.

Article ID: 3064194 - Last Review: 07/19/2016 16:49:00 - Revision: 3.0

Dynamics CRM Online

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