If you're a regular CRM for Outlook user, then it's more than likely that you've encountered one or two issues with respect to the CRM Outlook plugin. Perhaps the ribbon is greyed out, or you've received messages like "CRM failed to load." Luckily, there are a number of tools at your disposal to troubleshoot CRM for Outlook errors. I'll cover two approaches below.
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1. If Outlook is crashing when you load the CRM add-in...
Try re-enabling the add-in. To do this:
- In Outlook, Click on File
- Select Options
- On the left-hand side, choose Add-Ins
- You'll then see a list of Active and Inactive Application Add-Ins
- If Microsoft Dynamics CRM appears on this list twice, this is the cause of the disabled add-in
- To re-enable the Add-in, click on the Manage COM add-ins Go button
- In the popup list, check the boxes next to both of these add-ins and click Ok
- Restart Outlook. CRM should be re-enabled!
2. For More Advanced Troubleshooting...
If you've determined that the issue doesn't have to do with a disabled add-in, consider using Dynamics CRM for Outlook Diagnostics to troubleshoot more advanced issues. This will require a bit of coordination with your end-users to recreate the issue and isolate the source of the problem, but it's well worth it.
- From your Start Menu search for Microsoft Dynamics CRM 20XX and look for “Diagnostics.”
- In the Diagnostics Wizard, go to the Advanced Troubleshooting tab. From here, you will be using Tracing.
- To start tracing, simply click the check box and choose the level of tracing you wish to record. I recommend Error-level tracing as this will likely give you exactly what you need.
- Once the tracing is running, have your user recreate the issue and then return to the Diagnostics screen and disable Tracing.
- The Trace files will be on the user’s computer. Go to their user folder > AppData (which is usually a hidden folder) > MSCRM Trace directory. You will see a series of log files. Go to the Text Document files that are most recent.
- You can try to digest this trace log, however, what I typically do is search for "CRM Exception" as this will usually help you isolate the most obvious errors.
Error notifications can be ambiguous (at best) so having access to quick and effective troubleshooting tools CRM for Outlook errors is a must in any CRM Admin's arsenal.
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