Microsoft CRM Outlook Client Will Not Connect After Upgrade to CRM 2015 Online

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Your upgrade was completed by Microsoft and now your users cannot connect to Microsoft CRM 2015 with their Outlook Client. When configuring the client, you receive a generic error stating "There is a problem communicating with Microsoft Dynamics CRM server". Fortunately, the error also includes a "Help me resolve this issue" link.


Outlook Config Error


Help me resolve this issue


The webpage you are taken to when clicking the "Help me..." link states that this is a CRM 2011 issue but it does apply to CRM 2015.


So what's the solution? As the article explains, it's possible you have a duplicate entry in your sitemap for CRM 2015. The article also explains how to remedy the issue.


Here's a brief description:

  • Create a new solution in CRM and add the sitemap.
  • Export the solution.
  • Open the solution (zip file) and then open the "customizations.xml" file with notepad.
  • Look for a duplicate "SubArea ID" entry within an "Area ID" and delete it.
  • Save the "customization.xml" file.
  • Import your solution.
  • Publish customizations.
  • Try configuring the Outlook Client again


With my issue, I had 2 "SubArea Id='nav_answers'" in the Services area. Once I removed one, the issue resolved.


NOTE: Backup the original sitemap export in case you need to revert back.


Beringer Associates a leading Microsoft Gold Certified Partner specializing in Microsoft Dynamics CRM and CRM for Distribution. We also provide expert managed IT services, cloud based computing and unified communication systems.

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