Troubleshooting Outlook connectivity issues to Dynamics CRM 2011/2013

What does this guide do?

Helps identify and resolve the problem that’s preventing client computers from connecting to Microsoft Dynamics CRM for Outlook.

Who is it for?

IT Pros who help resolve connectivity issues where client computers can’t connect to Microsoft Dynamics CRM for Outlook.

How does it work?

We’ll begin by asking whether you access Microsoft Dynamics CRM Online or Microsoft Dynamics CRM On-Premises. Then we’ll take you through a series of steps that are specific to your situation to resolve your issue.

Estimated time of completion:

30-45 minutes.

Welcome to the guide

Start by selecting whether you access Microsoft Dynamics CRM Online or Microsoft Dynamics CRM On-Premises. If you don’t know which version you have, look in your browser at the web address for Microsoft Dynamics CRM. If the address contains “dynamics.com” after the name of your organization, you’re using the online version. Otherwise, it’s the on-premises version.

Welcome to the guide

Start by selecting whether you access Microsoft Dynamics CRM Online or Microsoft Dynamics CRM On-Premises. If you don’t know which version you have, look in your browser at the web address for Microsoft Dynamics CRM. If the address contains “dynamics.com” after the name of your organization, you’re using the online version. Otherwise, it’s the on-premises version.

CRM On-Premises: Select error message

Now, select the error message you see when you try to connect to Microsoft Dynamics CRM.

Cannot connect to Microsoft Dynamics CRM server because we cannot authenticate your credentials. Check your connection or contact your administrator for more help.

There is a problem communicating with the Microsoft Dynamics CRM server. The server might be unavailable. Try again later. 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.

The signed-in user does not have the appropriate security permissions to view these records or perform the specific action. Contact your organization's Microsoft Dynamics CRM administrator to review the security permissions for this user.

If your error message isn't listed here, see the additional information.

CRM Online: Select error message

Now, select the error message you see when you try to connect to Microsoft Dynamics CRM.

Cannot connect to Microsoft Dynamics CRM server because we cannot authenticate your credentials. Check your connection or contact your administrator for more help.

There is a problem communicating with the Microsoft Dynamics CRM server. The server might be unavailable. Try again later. 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. 

The signed-in user does not have the appropriate security permissions to view these records or perform the specific action. Contact your organization's Microsoft Dynamics CRM administrator to review the security permissions for this user. 

If your error message isn't listed here, see the additional information.

Hosted or Internet-Facing Deployment

Is your Microsoft Dynamics CRM organization located in a Hosted or Internet-Facing Deployment?

How to tell which type of organization you’re in:

  • Hosted or Internet-Facing Deployments: Use “https” in their URLs and allow users to reach the Microsoft Dynamics CRM service over the Internet.
  • Other types of deployments: Use “http” in their URLs to access a local network (non-internet) address such as http://crm:5555. In addition, these other types do not prompt you to enter credentials when you visit the Microsoft Dynamics CRM service.

If you need assistance determining whether your organization is part of a Hosted or Internet-Facing Deployment, contact your system administrator.

Test connection

Do you receive a sign-in prompt after you click Test Connection?

User name and password

If the error occurs after providing your credentials, your user name or password may be incorrect. To confirm if the credentials you entering are correct, access your Microsoft Dynamics CRM organization in your web browser. If necessary, contact your system administrator for the URL. If you can’t access your Microsoft Dynamics CRM organization by using a web browser, work with your system administrator to resolve that issue before you try to configure Microsoft Dynamics CRM for Microsoft Office Outlook.


Did this resolve or identify the problem?

Still not connecting?

Note: This troubleshooting step only applies to Windows 8 users. If you are not using Windows 8, please skip this step and install latest cumulative Update Rollup for the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook software.

Windows 8 includes a feature component called Windows Identity Foundation as part of the base installation of the operating system. However, if Windows Identity Foundation is not an activated feature, the configuration process will fail. To check if Windows Identity Foundation is active, please use the following steps:

Windows 8

  1. In the Start menu, right-click, and then select All Apps
  2. Under the Windows System group, select Control Panel
  3. Click on Programs, and then click Programs and Features
  4. In the left menu, click Turn Windows features on or off
  5. Scroll through the list until Windows Identity Foundation 3.5 is found

If Windows Identity Foundation 3.5 is unchecked, check this item and click Ok to install the feature.


Did this resolve your issue?

Cached or incorrect credentials

Cached or incorrect credentials may be automatically passed to the Microsoft Dynamics CRM Configuration Wizard during the configuration process. To clear out cached or incorrect credentials, follow these steps:

Windows 7/Vista

  1. Click Start, click Control Panel, and then click Manage your credentials.
  2. In the Generic Credentials area, expand any credentials stored with the Microsoft Dynamics CRM URL, and then click Remove from vault.
  3. Close Credential Manager.

Windows XP

  1. Click Start, click Control Panel, and then click User Accounts.
  2. Click Change an account.
  3. Click the user name.
  4. In the Related Tasks pane, click Manage my network passwords.
  5. Select and remove any credentials stored with the Microsoft Dynamics URL.

Did this resolve or identify the problem?

Date and time

Configuration will fail if the operating system on your computer displays the wrong date, time, or time zone.

To fix this, enter the correct time and date on your computer. To access these settings on your computer, right-click the date/time display in the lower-right corner of your screen, and then click Adjust date/time.



AdjustDate_time
 

For more information about this symptom, see the following Knowledge Base article:

http://support.microsoft.com/kb/2502671


Did this resolve or identify the problem?

Incorrect Configuration

Your Microsoft Dynamics CRM deployment may rely on the availability Active Directory Federation Service (ADFS) endpoints to provide authentication. However, if these endpoints are configured incorrectly, you may experience this error when attempting to configure the Microsoft Dynamics CRM Outlook client. This issue can occur even if you are able to login to the Microsoft Dynamics CRM web client.

To determine if this issue may be present, you can check the Crm50ClientConfig.txt log file, using the steps below:

  1. Click Start and then click Run.
  2. Copy this string and paste it into the search box (make sure there are no spaces before or after the string): %USERPROFILE%\Local Settings\Application Data\Microsoft\MSCRM\Logs\
  3. Click OK.

When reviewing the configuration log, the presence of the following error details will indicate if there are any issues with accessing ADFS endpoints:

Error connecting to URL: https://crmorg.domain.com/XRMServices/2011/Discovery.svc Exception: System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at http://adfs.domain.com/adfs/services/trust/13/username that could accept the message.

If this error should be present, please contact your System Administrator to implement the resolution steps as found in the following Knowledge Base article:

http://support.microsoft.com/kb/2912175


Did this resolve or identify the problem?

Incorrect Configuration

Your Microsoft Dynamics CRM deployment may rely on the availability Active Directory Federation Service (ADFS) endpoints to provide authentication. However, if these endpoints are configured incorrectly, you may experience this error when attempting to configure the Microsoft Dynamics CRM Outlook client. This issue can occur even if you are able to login to the Microsoft Dynamics CRM web client.

To determine if this issue may be present, you can check the Crm50ClientConfig.txt log file, using the steps below:

  1. Click Start and then click Run.
  2. Copy this string and paste it into the search box (make sure there are no spaces before or after the string): %USERPROFILE%\Local Settings\Application Data\Microsoft\MSCRM\Logs\
  3. Click OK.

When reviewing the configuration log, the presence of the following error details will indicate if there are any issues with accessing ADFS endpoints:

Error connecting to URL: https://crmorg.domain.com/XRMServices/2011/Discovery.svc Exception: System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at http://adfs.domain.com/adfs/services/trust/13/username that could accept the message.

If this error should be present, please contact your System Administrator to implement the resolution steps as found in the following Knowledge Base article:

http://support.microsoft.com/kb/2912175


Did this resolve or identify the problem?

Installation files

Make sure that you have installed the latest cumulative Update Rollup for the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook software. The latest cumulative Update Rollup is available at the following URL:

http://support.microsoft.com/kb/2555051


Did this resolve or identify the problem?

Date and time

Configuration will fail if the operating system on your computer displays the wrong date, time, or time zone.

To fix this, enter the correct time and date on your computer. To access these settings on your computer, right-click the date/time display in the lower-right corner of your screen, and then click Adjust date/time.

AdjustDate_time
 

For more information about this symptom, see the following Knowledge Base article:

http://support.microsoft.com/kb/2502671


Did this resolve or identify the problem?

Date and time

Configuration will fail if the operating system on your computer displays the wrong date, time, or time zone.

To fix this, enter the correct time and date on your computer. To access these settings on your computer, right-click the date/time display in the lower-right corner of your screen, and then click Adjust date/time.

AdjustDate_time
 

For more information about this symptom, see the following Knowledge Base article:

http://support.microsoft.com/kb/2502671


Did this resolve or identify the problem?

Access in web browser

Verify that you can access your Microsoft Dynamics CRM organization in your web browser. If necessary, contact your system administrator for the URL. If you can’t access your Microsoft Dynamics CRM organization by using a web browser, work with your system administrator to resolve that issue before you try to configure Microsoft Dynamics CRM for Microsoft Office Outlook. If you can successfully access your Microsoft Dynamics CRM organization in your web browser, make sure that you are using the exact same URL when you use the Configuration Wizard.


Did this resolve or identify the problem?

Still not connecting?

Note: This troubleshooting step only applies to Windows 8 users. If you are not using Windows 8, please skip this step and install latest cumulative Update Rollup for the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook software.

Windows 8 includes a feature component called Windows Identity Foundation as part of the base installation of the operating system. However, if Windows Identity Foundation is not an activated feature, the configuration process will fail. To check if Windows Identity Foundation is active, please use the following steps:

Windows 8

  1. In the Start menu, right-click, and then select All Apps
  2. Under the Windows System group, select Control Panel
  3. Click on Programs, and then click Programs and Features
  4. In the left menu, click Turn Windows features on or off
  5. Scroll through the list until Windows Identity Foundation 3.5 is found

If Windows Identity Foundation 3.5 is unchecked, check this item and click Ok to install the feature.


Did this  resolve your issue?

Duplicate site map entries

Are there duplicate entries in the organization site map?

Duplicate site map entries can cause errors during configuration. To check for duplicate entries, sign in to your Microsoft Dynamics CRM organization by using your web browser. If necessary, contact your system administrator for the URL. Then, inspect the Navigation Pane to ensure that each entity is listed only once. Duplicates will typically contain a “(1)” after the entity name, as shown in the following screen shot:

DupAccount
 


If a duplicate item appears, contact your system administrator to have the item renamed or removed. There are instances where other site-map issues can potentially cause configuration issues. If the site map has been modified, consult the following Knowledge Base article to ensure you are not experiencing a configuration issue due to an invalid site map configuration:

http://support.microsoft.com/kb/2714083


Did this resolve or identify the problem?

Date and time

Configuration will fail if the operating system on your computer displays the wrong date, time, or time zone.

To fix this, enter the correct time and date on your computer. To access these settings on your computer, right-click the date/time display in the lower-right corner of your screen, and then click Adjust date/time.

AdjustDate_time
 

For more information about this symptom, see the following Knowledge Base article:

http://support.microsoft.com/kb/2502671


Did this resolve or identify the problem?

Known Issue

A known issue may occur in the Microsoft Dynamics CRM 2011 Outlook client that can prevent configuration from succeeding if the Searchable field has been set to ‘No’ on certain attributes in the Microsoft Dynamics CRM application. To determine if this issue may be present, you can check the Crm50ClientConfig.txt log file, using the steps below:

  1. Click Start and then click Run.
  2. Copy this string and paste it into the search box (make sure there are no spaces before or after the string): %USERPROFILE%\Local Settings\Application Data\Microsoft\MSCRM\Logs\
  3. Click OK.

When reviewing the configuration log, the presence of one of the following error details will indicate if this problem may be occurring:

Requested value 'SpecialCaseValidForCustomization' was not found. at System.Enum.EnumResult.SetFailure(ParseFailureKind failure, String failureMessageID, Object failureMessageFormatArgument)

Or

Must specify valid information for parsing in the string. at System.Enum.EnumResult.SetFailure(ParseFailureKind failure, String failureMessageID, Object failureMessageFormatArgument)

This issue is resolved in the latest Update Rollup for the Microsoft Dynamics CRM 2011 Outlook client. To download the latest Update Rollup, please see the below Knowledge Base article:

http://support.microsoft.com/kb/2555051


Did this resolve or identify the problem?

Installation files

Make sure you have installed the latest cumulative Update Rollup for Microsoft Dynamics CRM 2011 for Microsoft Office Outlook software. The latest cumulative Update Rollup is available at the following URL:

http://support.microsoft.com/kb/2555051


Did this resolve or identify the problem?

Blocked URLs

Microsoft Dynamics CRM Online uses several Microsoft URLs to help provide security, services, and features. However, your computer or your organization’s computer network may block access to some of these URLs. Blocking any of the required URLs will cause Microsoft Dynamics CRM Online to operate incorrectly or not at all. To review a full list of URL's used by Microsoft Dynamics CRM Online, refer to the following page:

http://rc.crm.dynamics.com/RC/2011/en-us/online/5.1_CTP/unblock-urls.aspx

Note:  This troubleshooting section only applies to customers who login to Microsoft Dynamics CRM Online using Windows Live ID credentials. If you use Office 365 credentials to login to Microsoft Dynamics CRM Online, please continue to the next step. Office 365 users must select “CR may be automatically passed to the M Online” in the Server URL: drop down menu.

If you are able to successfully login to your Microsoft Dynamics CRM 2011 website using a web browser, such as Internet Explorer, you may also try placing this address in the configuration wizard, as shown in the screenshot below:

online_BrokenURL
 

The website address should be the same address that is used to access your Microsoft Dynamics CRM 2011 organization in the web browser.


Did this resolve or identify the problem?

Sign-in prompt

Do you receive a sign-in prompt after clicking Test Connection?

SignIn_prompt
 

Access in web browser

Verify that you can access your Microsoft Dynamics CRM organization in your web browser. If necessary, contact your system administrator for the URL. If you can’t access your Microsoft Dynamics CRM organization by using a web browser, work with your system administrator to resolve that issue before you try to configure Microsoft Dynamics CRM for Microsoft Office Outlook. If you can successfully access your Microsoft Dynamics CRM organization in your web browser, make sure that you are using the exact same URL when you use the Configuration Wizard.


Did this resolve or identify the problem?

Known Issue with the TurnOffFetchThrottling Registry Entry

Note: This troubleshooting step only applies to Microsoft Dynamics CRM 2011 server deployments that utilize Update Rollup 10 through Update Rollup 15. If you are unsure of the version of the Microsoft Dynamics CRM 2011 deployment, please contact your system administrator. 

A known issue can occur in Microsoft Dynamics CRM 2011 deployments that are running Update Rollup 10 through Update Rollup 15 which can cause configuration to fail if the TurnOffFetchThrottling registry entry is enabled on the Microsoft Dynamics CRM server. This registry key is documented in the below Knowledge Base article:

http://support.microsoft.com/kb/911510

While this issue is fixed in Update Rollup 16 server binaries, the TurnOffFetchThrottling registry entry can also be disabled to work around the problem. To disable the TurnOffFetchThrottling registry entry on the CRM server, use the following steps:

  1. Click Start, click Run, type regedit in the Open box, and then click OK.
  2. Locate and then select the following registry subkey: 
    HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRM
  3. On the Edit menu, point to New, and then click DWORD Value.
  4. Type TurnOffFetchThrottling, and then press ENTER.
  5. Right-click TurnOffFetchThrottling, and then click Modify.
  6. Type 0 in the Value data box, and then click OK.

Did this resolve or identify the problem?

Incorrect Configuration

The computer where your instance of Microsoft Dynamics CRM is installed may be configured incorrectly.

Contact your system administrator and provide a copy of the error message. The administrator will find possible solutions in the following Knowledge Base article, referencing Cause 4 and Resolution 4:

http://support.microsoft.com/kb/2502671


Did this resolve or identify the problem?

Discovery service URL

Are you able to access the Discovery service URL by using Internet Explorer? To determine your Discovery Service URL, use the base of the URL you use to access Microsoft Dynamics CRM and append it with /XRMServices/2011/Discovery.svc. For example: If your CRM URL starts with http://crmserver, your Discovery service URL would be http://crmserver/XRMServices/2011/Discovery.svc. If you have the System Administrator or System Customizer role, you can find the Discovery Service URL by following these steps:

  1. Open the Microsoft Dynamics CRM web application in Internet Explorer.
  2. Click Settings, and then click Customizations.
  3. Click Developer Resources.
  4. Locate the Discover Service URL in the Service Endpoints section.  
    ServiceEndpoints
     

If successful, you should see the DiscoveryService Service website, as seen in the screenshot below:

DiscoveryService
 

If you can’t view this website, verify that you have Internet connectivity and can access other websites on your network. If you are unable to access this URL, it could be caused by a proxy or firewall device blocking the connection. If you are unable to determine why you can’t access this URL, contact your system administrator.


Did this resolve or identify the problem?

Access in web browser

Verify that you can access your Microsoft Dynamics CRM organization in your web browser. If necessary, contact your system administrator for the URL. If you can’t access your Microsoft Dynamics CRM organization by using a web browser, work with your system administrator to resolve that issue before you try to configure Microsoft Dynamics CRM for Microsoft Office Outlook. If you can successfully access your Microsoft Dynamics CRM organization in your web browser, make sure that you are using the exact same URL when you use the Configuration Wizard.


Did this resolve or identify the problem?

Duplicate site map entries

Are there duplicate entries in the organization site map?

Duplicate site map entries can cause errors during configuration. To check for duplicate entries, sign in to your Microsoft Dynamics CRM organization by using your web browser. If necessary, contact your system administrator for the URL. Then, inspect the Navigation Pane to ensure that each entity is listed only once. Duplicates will typically contain a “(1)” after the entity name, as shown in the following screen shot:

DupAccount
 

If a duplicate item appears, contact your system administrator to have the item renamed or removed. There are instances where other site-map issues can potentially cause configuration issues. If the site map has been modified, consult the following Knowledge Base article to ensure you are not experiencing a configuration issue due to an invalid site map configuration:

http://support.microsoft.com/kb/2714083


Did this resolve or identify the problem?

User-level read permissions

Is your Microsoft Dynamics CRM security role missing user-level Read permissions for the User Entity UI Settings privilege? If necessary, work with your system administrator to follow this procedure.

To determine whether your security role has sufficient privileges, follow these steps:

  1. Sign in to your Microsoft Dynamics CRM organization by using Internet Explorer.
  2. Click Settings, click Administration, and then click Users.
  3. Open your user record by double-clicking it.
  4. Under Common, click Security Roles, and then open your assigned security role by double-clicking it.
  5. Click the Core Records tab.
  6. Confirm that the Read permission for User Entity UI Settings is set to the User level (a yellow circle with a wedge-shaped segment). 
    CoreRecords
             
    Note
    If you have multiple security roles assigned, confirm that at least one assigned role has the User Entity UI Settings privilege set to the User level.

If your security role is missing this permission, ask your system administrator to change this setting.


Did this resolve or identify the problem?

User-level read permissions

Is your Microsoft Dynamics CRM security role missing user-level Read permissions for the User Entity UI Settings privilege? If necessary, work with your system administrator to follow this procedure.

To determine whether your security role has sufficient privileges, follow these steps:

  1. Sign in to your Microsoft Dynamics CRM organization by using Internet Explorer.
  2. Click Settings, click Administration, and then click Users.
  3. Open your user record by double-clicking it.
  4. Under Common, click Security Roles, and then open your assigned security role by double-clicking it.
  5. Click the Core Records tab.
  6. Confirm that the Read permission for User Entity UI Settings is set to the User level (a yellow circle with a wedge-shaped segment). 
    CoreRecords
             
    Note
    If you have multiple security roles assigned, confirm that at least one assigned role has the User Entity UI Settings privilege set to the User level.

If your security role is missing this permission, ask your system administrator to change this setting.


Did this resolve or identify the problem?

Security roles

Although you confirmed that your Microsoft Dynamics CRM security role has the User Entity UI Settings privilege, it may be missing a different security privilege required to configure the Microsoft Dynamics CRM for Microsoft Office Outlook client. If users with different security roles are able to successfully configure, but other users with your same security role cannot configure, this is most likely the cause. You may need to work with your system administrator.A system administrator may be able to test if the same issue occurs for a user with an unmodified default security role.

The security roles that ship with Microsoft Dynamics CRM contain the necessary security privileges to successfully configure the Outlook client.

To determine which customized security permission may be causing the issue, check the Crm50ClientConfig.txt log file,using the steps below:

  1. Click Start, and then click Run.
  2. Copy this string and paste it into the search box (make sure that there are no spaces before or after the string): %USERPROFILE%\Local Settings\Application Data\Microsoft\MSCRM\Logs\
  3. Click OK.

Typically, the last error recorded during the configuration process is located at the end of the log file. If you need assistance with reading this log file, you may need to contact your System Administrator.


Did this resolve or identify the problem?

Server configuration

The computer where your instance of Microsoft Dynamics CRM is installed may be configured incorrectly.

Contact your system administrator and provide a copy of the error message. The administrator will find possible solutions in the following Knowledge Base article:

http://support.microsoft.com/kb/2498357


Did this resolve or identify the problem?

Access in web browser

Verify that you can access your Microsoft Dynamics CRM organization in your web browser. If necessary, contact your system administrator for the URL. If you can’t access your Microsoft Dynamics CRM organization by using a web browser, work with your system administrator to resolve that issue before you try to configure Microsoft Dynamics CRM for Microsoft Office Outlook. If you can successfully access your Microsoft Dynamics CRM organization in your web browser, make sure that you are using the exact same URL when you use the Configuration Wizard.


Did this resolve or identify the problem?

Incorrect Configuration

The computer where your instance of Microsoft Dynamics CRM is installed may be configured incorrectly.

Contact your system administrator and provide a copy of the error message. The administrator will find possible solutions in the following Knowledge Base article:

http://support.microsoft.com/kb/2548802


Did this resolve or identify the problem?

Invitation and license agreement

Before you can set up Microsoft Dynamics CRM for Outlook on your computer, the following actions must be performed:

  1. Your Windows Live ID must first be validated if it is not a Hotmail.com or Live.com domain e-mail address. After the creation of your Windows Live ID, an email is sent to the email address you associated as your Windows Live ID. You will need to login to that email account and click on the link in the email (Subject: “Finish setting up your account”) to verify the email address.
  2. You must accept your Microsoft Dynamics CRM Online invitation and license agreement.
    If you have not accepted your invitation or the license agreement, you should do so now by accessing your Microsoft Dynamics CRM Online organization in your web browser. If necessary, contact your system administrator for the URL.

Did this resolve or identify the problem?

Still not connecting?

Note: This troubleshooting step only applies to Windows 8 users. If you are not using Windows 8, please skip this step and install the latest cumulative Update Rollup for the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook software.

Windows 8 includes a feature component called Windows Identity Foundation as part of the base installation of the operating system. However, if Windows Identity Foundation is not an activated feature, the configuration process will fail. To check if Windows Identity Foundation is active, please use the following steps:

Windows 8

  1. In the Start menu, right-click, and then select All Apps
  2. Under the Windows System group, select Control Panel
  3. Click on Programs, and then click Programs and Features
  4. In the left menu, click Turn Windows features on or off
  5. Scroll through the list until Windows Identity Foundation 3.5 is found

If Windows Identity Foundation 3.5 is unchecked, check this item and click Ok to install the feature.


Did this resolve or identify the problem?

Manual Entry of Server URL Issue

A known issue may occur in the Microsoft Dynamics CRM Outlook client that can prevent configuration from succeeding if you have manually entered the URL for your CRM Online organization in the Server URL box. This issue is demonstrated below:

2060_EnterServerURL
 

While this issue is fixed in the latest Update Rollup for Microsoft Dynamics CRM 2011, you may also work around the issue by selecting “CRM Online” from the Server URL drop down box, as seen below:

2060_CRMOnline
 


Did this resolve or identify the problem?

Known issue when using MOSSIA version 7.250.4551.0 or higher

Known issue when using MOSSIA version 7.250.4551.0 or higher

A known issue may occur in the Microsoft Dynamics CRM 2011 Outlook client that can prevent configuration from succeeding if the Microsoft Online Services Sign-In Assistant (MOSSIA) has been upgraded to version 7.250.4551.0 or higher. To determine if you are experiencing this issue, you may inspect the currently installed version of the MOSSIA component by following these steps:

  1. Click Start, click Control Panel, click Programs, and then click Programs and Features.
  2. Locate the Microsoft Online Services Sign-In Assistant and determine if the version column reflects 7.250.4551.0 or higher, as seen below:
    2060_UninstallProgram
             

While this issue will be resolved in a future Update Rollup for the Microsoft Dynamics CRM 2011 Outlook client, you may work around this issue by uninstalling the Microsoft Online Services Sign-in Assistant and re-installing the version of the MOSSIA that is originally packaged with the Microsoft Dynamics CRM 2011 Outlook client. These steps are listed below:

Note: To ensure compatibility with other programs that may rely on the MOSSIA component, please check with your System Administrator prior to completing these steps.

  1. Click Start, click Control Panel, click Programs, and then click Programs and Features.
  2. Select the Microsoft Online Services Sign-In Assistant and select Uninstall.
  3. Follow the on screen instructions to complete the uninstall process.
  4. Download the Microsoft Online Services Sign-In Assistant from the following link that corresponds to the bit version of your Operating System:
  5. Install the downloaded package, following the on screen instructions.

Help! How do I check if my Operating System is 32 bit or 64 bit?

The bit version of Microsoft Windows can be checked using the following steps:

  1. Click Start
  2. Click Run
  3. Enter msinfo32 and then click Ok
  4. The version will be shown in the System Type, shown below:         
    online_CheckSystemType_23
     


Did this resolve or identify the problem?

Incorrect credentials

If your Microsoft Office 365 username or password contains special characters, such as !,@, or #, this can cause authentication to fail when configuring the Microsoft Dynamics CRM Outlook client.

If your Microsoft Office 365 tenant does not utilize Directory Sync or Domain Federation Services, you may reset your password in Microsoft Office 365 using the below link:

https://portal.microsoftonline.com/EditProfile.aspx?wa=wsignin1.0

If your Microsoft Office 365 tenant does utilize Directory Sync or Domain Federation Services, please contact your System Administrator to reset your password.

For a list of all special characters that can cause this issue to occur, please refer to the following Knowledge Base article: 
http://support.microsoft.com/kb/2439357


Did this resolve or identify the problem?

Installed components

To authenticate using your Windows Live ID, the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client uses either the Windows Live ID Sign-In Assistant or Windows Live Essentials 2011 components. One of those two components must be installed on your computer. When you install the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client, the setup process will detect if either the Windows Live ID Sign-In Assistant or Windows Live Essentials 2011 components are already installed. If either component is detected, the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client will use the existing component for authentication. If neither of these components is detected, the Windows Live ID Sign-In Assistant will be installed. If the Configuration Wizard does not successfully configure for your CRM Online Organization, the Windows Live ID Sign-In Assistant or Windows Live Essentials 2011 components may be missing or corrupt. To repair these programs, follow these steps:

Windows 7/Vista

  1. Click Start, click Control Panel, click Programs, and then click Programs and Features.
  2. Locate and then click either Windows Live ID Sign-In Assistant or Windows Live Essentials 2011.
  3. If you located the Windows Live Essentials program, click Unintall/Change from the menu.

    

    UninstallProgram
     

  4. In the Windows Live Essentials window, click Repair all Windows Live Programs.
  5. If you located the Windows Live ID Sign-In Assistant program, click Repair from the menu.
  6. Follow the instructions to complete the repair.

Windows XP

The Windows Live Sign-In assistant is required when using Windows XP with the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client. To repair the Windows Live ID Sign-In Assistant , follow these steps:

  1. Click the link below to access the download page:

    Windows Live Sign-In Assistant

  2. Click Download next to wllogin_32.msi and then click Run.
  3. Follow the instructions in the Windows Live ID Sign-in Assistant Setup dialog.
  4. On the Change, repair, or remove installation page, click Repair.

    

    WindowsLiveRepair
      

  5. Click Repair again on the next page.

    WindowsLiveRepair_s5
     

Did this resolve or identify the problem?

Cached or incorrect credentials

Cached or invalid credentials may be automatically passed to the Configuration Wizard during the configuration process. This can also potentially occur if other Windows Live services such as Windows Live Messenger are being run under a different Windows Live ID than what is used to access CRM Online. To clear out cached credentials, follow these steps:

Windows 7/Vista

  1. Click Start, click Control Panel, click User Accounts, and then click Credential Manager.
  2. In the Generic Credentials area, click the chevron to expand any credentials stored with Microsoft_CRM or Windows Live services, and then click Remove from vault.

Windows XP

  1. Click Start, click Control Panel, and then double-click User Accounts.
  2. Click Change an account.
  3. Click on the name of your user.
  4. In the Related Tasks pane, click Manage my network passwords.
  5. Select and remove any credentials stored with Microsoft_CRM or Windows Live services.

Did this resolve or identify the problem?

Choose Windows system

Are you using Windows XP or Windows Vista/7?

For Windows Vista/7

For Windows Vista/7

When you install the Microsoft Dynamics CRM for Microsoft Office Outlook client, the setup process will detect if Windows Live Essentials 2011 and the Microsoft Online Services Sign In Client components are installed on your computer. If setup detects these components, it will use these components for configuration. However, if either of these components are removed after installing the Microsoft Dynamics CRM for Microsoft Office Outlook client, configuration may fail. To confirm if these components were removed, follow these steps:

  1. Click Start, click Control Panel, click Programs, and then click Programs and Features.
  2. Check to see if Windows Live Essentials 2011 and Microsoft Online Services Sign-In Client are present.

If either component is missing, the issue can be resolved by re-installing the missing component or components using the following steps:

  1. Click the appropriate link(s) below to access the download page for the missing component:
  2. Follow the instructions in the Windows Live ID Sign-in Assistant or Microsoft Online Services Sign-In Assistant Setup dialog.

Help! How do I check if my Operating System is 32 bit or 64 bit?

The bit version of Microsoft Windows can be checked using the following steps:

  1. Click Start
  2. Right-click Computer
  3. Click Properties
  4. The bit version will be shown in the System section under System Type, as seen below:
    online_CheckSystemType_22
     

Did this resolve or identify the problem?

For Windows XP

For Windows XP

When you install the Microsoft Dynamics CRM for Microsoft Office Outlook client, the setup process will detect if the Microsoft Online Services Sign In Client component is installed on your computer. If setup detects this component, it will use this component for configuration. However, if this component is removed after installing the Microsoft Dynamics CRM for Microsoft Office Outlook client, configuration may fail. To confirm if this component was removed, follow these steps:

  1. Click Start, click Control Panel, and then click Add or Remove Programs.
  2. Check to see if the Microsoft Online Services Sign-In Client is present.

If the Microsoft Online Services Sign-In Client is missing, perform the following steps to re-install this component:

  1. Download the appropriate version of the Microsoft Online Services Sign-In Client for your Operating System. If Windows XP is 32 Bit, select the 32 bit option. If Windows XP is 64 bit, select the 64 bit option:
  2. Click Run
  3. Follow the instructions in the Microsoft Online Services Sign-In Assistant Setup dialog.

Help! How do I check if my Operating System is 32 bit or 64 bit?

The bit version of Microsoft Windows can be checked using the following steps:

  1. Click Start
  2. Click Run
  3. Enter msinfo32 and then click Ok
  4. The version will be shown in the System Type, shown below:
    online_CheckSystemType_23
               

If the System Type reflects “X86-based PC”, then you are using a 32-bit Operating System. If the System Type reflects “amd64-based PC”, then you are using a 64-bit Operating System.


Did this resolve or identify the problem?

Windows LIVE ID or password

If the error occurs after you provide your Windows Live ID credentials, your Windows Live ID or password may be incorrect. Verify you can access your Microsoft Dynamics CRM Online organization in your web browser using the same credentials you are providing in the Configuration Wizard. If necessary, contact your system administrator for the URL.


Did this resolve or identify the problem?

Password issues

If the password for your Windows Live ID is greater than 16 characters or contains special characters such “$” or “&”, the configuration process won’t authenticate your credentials. To change your Windows Live ID password, visit the following website:

https://account.live.com/ResetPassword.aspx


Did this resolve or identify the problem?

Date and time

Configuration will fail if any of the following conditions regarding the date or time on your computer is true:

  1. The operating system date on the client computer is not set to the correct date.
  2. The operating system time on the client computer is not set to the correct time.
  3. The operating system time zone on the client computer is not set to the correct time zone.

To resolve this issue, enter the correct time and date on your computer. To access the date and time settings on your computer, right-click on the date/time in the lower-right corner of your screen and then click Adjust date/time.

AdjustDate_time
 

For more information regarding this symptom, please see the following Knowledge Base article:

http://support.microsoft.com/kb/2502671


Did this resolve or identify the problem?

Sign-in prompt

Do you receive a sign-in prompt after clicking Test Connection?

SignIn_prompt
 

Installed components

To authenticate using your Windows Live ID, the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client uses either the Windows Live ID Sign-In Assistant or Windows Live Essentials 2011 components. One of those two components must be installed on your computer. When you install the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client, the setup process will detect if either the Windows Live ID Sign-In Assistant or Windows Live Essentials 2011 components are already installed. If either component is detected, the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client will use the existing component for authentication. If neither of these components is detected, the Windows Live ID Sign-In Assistant will be installed. If the Configuration Wizard does not successfully configure for your CRM Online Organization, the Windows Live ID Sign-In Assistant or Windows Live Essentials 2011 components may be missing or corrupt. To repair these programs, follow these steps:

Windows 7/Vista

  1. Click Start, click Control Panel, click Programs, and then click Programs and Features.
  2. Locate and then click either Windows Live ID Sign-In Assistant or Windows Live Essentials 2011.
  3. If you located the Windows Live Essentials program, click  Unintall/Change  from the menu.

    UninstallProgram
     

  4. In the Windows Live Essentials window, click Repair all Windows Live Programs.
  5. If you located the Windows Live ID Sign-In Assistant program, click Repair from the menu.
  6. Follow the instructions to complete the repair.

Windows XP

The Windows Live Sign-In assistant is required when using Windows XP with the Microsoft Dynamics CRM 2011 for Microsoft Office Outlook client. To repair the Windows Live ID Sign-In Assistant , follow these steps:

  1. Click the link below to access the download page:

    Windows Live Sign-In Assistant

  2. Click Download next to wllogin_32.msi and then click Run.
  3. Follow the instructions in the Windows Live ID Sign-in Assistant Setup dialog.
  4. On the Change, repair, or remove installation page, click Repair.

    WindowsLiveRepair
           

  5. Click Repair again on the next page.

    WindowsLiveRepair_s5
           


Did this resolve or identify the problem?

Date and time

Configuration will fail if any of the following conditions regarding the date or time on your computer is true:

  1. The operating system date on the client computer is not set to the correct date.
  2. The operating system time on the client computer is not set to the correct time.
  3. The operating system time zone on the client computer is not set to the correct time zone.

To resolve this issue, enter the correct time and date on your computer. To access the date and time settings on your computer, right-click on the date/time in the lower-right corner of your screen and then click Adjust date/time.

AdjustDate_time
 

For more information regarding this symptom, please see the following Knowledge Base article:

http://support.microsoft.com/kb/2502671


Did this resolve or identify the problem?

Known Issue

A known issue may occur in the Microsoft Dynamics CRM 2011 Outlook client that can prevent configuration from succeeding if the Searchable field has been set to ‘No’ on certain attributes in the Microsoft Dynamics CRM application. To determine if this issue may be present, you can check the Crm50ClientConfig.txt log file, using the steps below:

  1. Click Start and then click Run.
  2. Copy this string and paste it into the search box (make sure there are no spaces before or after the string): %USERPROFILE%\Local Settings\Application Data\Microsoft\MSCRM\Logs\
  3. Click OK.

When reviewing the configuration log, the presence of one of the following error details will indicate if this problem may be occurring:

Requested value 'SpecialCaseValidForCustomization' was not found. at System.Enum.EnumResult.SetFailure(ParseFailureKind failure, String failureMessageID, Object failureMessageFormatArgument)

Or

Must specify valid information for parsing in the string. at System.Enum.EnumResult.SetFailure(ParseFailureKind failure, String failureMessageID, Object failureMessageFormatArgument)

This issue is resolved in the latest Update Rollup for the Microsoft Dynamics CRM 2011 Outlook client. To download the latest Update Rollup, please see the below Knowledge Base article:

http://support.microsoft.com/kb/2555051


Did this resolve or identify the problem?

Installation files

Make sure you have installed the latest cumulative Update Rollup for Microsoft Dynamics CRM 2011 for Microsoft Office Outlook software. The latest cumulative Update Rollup is available at the following URL:

http://support.microsoft.com/kb/2555051


Did this resolve or identify the problem?

Your user record

Verify your user record is enabled by accessing your Microsoft Dynamics CRM Online organization in your web browser. If necessary, contact your system administrator for the URL. Successfully logging into the Microsoft Dynamics CRM Online organization will confirm that your user record is not disabled. If you are unable to access your Microsoft Dynamics CRM Online organization using a web browser, work with your system administrator to resolve that issue before attempting to configure Microsoft Dynamics CRM for Microsoft Office Outlook.


Did this resolve or identify the problem?

Cached or incorrect credentials

Cached or invalid credentials may be automatically passed to the Configuration Wizard during the configuration process. This can also potentially occur if other Windows Live services such as Windows Live Messenger are being run under a different Windows Live ID than what is used to access CRM Online. To clear out cached credentials, follow these steps:

Windows 7/Vista

  1. Click Start, click Control Panel, click User Accounts, and then click Credential Manager.
  2. In the Generic Credentials area, click the chevron to expand any credentials stored with Microsoft_CRM or Windows Live services, and then click Remove from vault.

Windows XP

  1. Click Start, click Control Panel, and then double-click User Accounts.
  2. Click Change an account.
  3. Click on the name of your user.
  4. In the Related Tasks pane, click Manage my network passwords.
  5. Select and remove any credentials stored with Microsoft_CRM or Windows Live services.


Did this resolve or identify the problem?

Duplicate site map entries

Are there duplicate entries in the organization site map?

Duplicate site map entries can cause errors during configuration. To check for duplicate entries, sign into your CRM Online organization using your web browser. If necessary, contact your system administrator for the URL. Then, inspect the Navigation pane to ensure that each entity is only listed once. Duplicates will typically contain a trailing “(1)” at the end of the entity name, as shown below:

DupAccount
 

If a duplicate site map item appears, contact your system administrator to have the item renamed or removed. There are instances where other site-map issues can potentially cause configuration issues. If the site map has been modified, consult the following Knowledge Base article to ensure you are not experiencing a configuration issue due to an invalid site map configuration:

http://support.microsoft.com/kb/2714083


Did this resolve or identify the problem?

Duplicate site map entries

Are there duplicate entries in the organization site map?

Duplicate site map entries can cause errors during configuration. To check for duplicate entries, sign into your CRM Online organization using your web browser. If necessary, contact your system administrator for the URL. Then, inspect the Navigation pane to ensure that each entity is only listed once. Duplicates will typically contain a trailing “(1)” at the end of the entity name, as shown below:

DupAccount
 

If a duplicate site map item appears, contact your system administrator to have the item renamed or removed. There are instances where other site-map issues can potentially cause configuration issues. If the site map has been modified, consult the following Knowledge Base article to ensure you are not experiencing a configuration issue due to an invalid site map configuration:

http://support.microsoft.com/kb/2714083


Did this resolve or identify the problem?

User-level read permissions

Is your Microsoft Dynamics CRM security role missing user-level Read permissions for the User Entity UI Settings privilege? If you are unable to follow the steps below, you may need to work with your system administrator.

To determine if your security role has sufficient privileges, follow these steps:

  1. Sign in to your Microsoft Dynamics CRM organization by using Internet Explorer.
  2. Click Settings, click Administration, and then click Users.
  3. Open your user record by double-clicking it.
  4. In the Navigation area, in the Related area, click Security Roles, and then open the assigned security role by double-clicking it.
  5. Click the Core Records tab.
  6. Confirm that the Read permission for User Entity UI Settings is set to the User level (a yellow circle with a wedge-shaped segment).
    CoreRecords
             
    Note 
    If you have multiple security roles assigned, confirm that at least one assigned role has the User Entity UI Settings privilege set to the User level.

If your security role is missing this permission, ask your system administrator to change this setting.


Did this resolve or identify the problem?

User-level read permissions

Is your Microsoft Dynamics CRM security role missing user-level Read permissions for the User Entity UI Settings privilege? If you are unable to follow the steps below, you may need to work with your system administrator.

To determine if your security role has sufficient privileges, follow these steps:

  1. Sign in to your Microsoft Dynamics CRM organization by using Internet Explorer.
  2. Click Settings, click Administration, and then click Users.
  3. Open your user record by double-clicking it.
  4. In the Navigation area, in the Related area, click Security Roles, and then open the assigned security role by double-clicking it.
  5. Click the Core Records tab.
  6. Confirm that the Read permission for User Entity UI Settings is set to the User level (a yellow circle with a wedge-shaped segment).
    
    CoreRecords
             
    Note 
    If you have multiple security roles assigned, confirm that at least one assigned role has the User Entity UI Settings privilege set to the User level.

If your security role is missing this permission, ask your system administrator to change this setting.


Did this resolve or identify the problem?

Customized security privileges

Although you confirmed your Microsoft Dynamics CRM security role has the User Entity UI Settings privilege, it may be missing a different security privilege required to configure the Microsoft Dynamics CRM for Microsoft Office Outlook client. If users with different security roles are able to successfully configure but other users with your same security role cannot configure, this is most likely the cause. You may need to work with your system administrator. A system administrator may be able to test if the same issue occurs for a user with a unmodified default security role.

The security roles that ship with Microsoft Dynamics CRM contain the necessary security privileges to successfully configure the Outlook client.

To determine which customized security permission may be causing the issue, check the Crm50ClientConfig.txt log file, using the steps below:

  1. Click Start and then click Run.
  2. Copy this string and paste it into the search box (make sure there are no spaces before or after the string): %USERPROFILE%\Local Settings\Application Data\Microsoft\MSCRM\Logs\
  3. Click OK.

Typically, the last error recorded during the configuration process is located at the end of the log file.


Did this resolve or identify the problem?

Configuration repaired

It looks like you solved the problem that was preventing you from connecting.

Thanks for using this wizard, and we hope you enjoy using Microsoft Dynamics CRM for Microsoft Office Outlook.

Configuration still not working

It looks like you still can’t connect to Microsoft Dynamics CRM for Microsoft Office Outlook.

Here are some other ways for you to solve the connection issue and get back to work:

Propriedades

ID do Artigo: 10070 - Última Revisão: 03/05/2016 - Revisão: 60

Comentários
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