Microsoft Dynamics 365 (CRM) for Outlook Add-In Not Working

Symptoms:

• The CRM ribbon in Outlook is greyed out.
• Outlook keeps crashing when you are trying to load the CRM Add-in.
• The ‘Track’ and ‘Set Regarding’ buttons have disappeared from the Outlook ribbon.
• Users cannot successfully track records.
• Users are getting CRM object error messages.
• Users are receiving generic error messages like “An error has occurred. Please contact your system administrator,” or “We can’t connect to your CRM server” or “Communication was blocked“.
• Users are receiving permissions error messages like “Logon failed because credentials are invalid” or “Authentication failed”.

First, try restarting Outlook. If that fails, restart your PC. If you are still having troubles, continue with the following:

1. Close Outlook
2. Click Start and type Diagnostics
3. Launch the Diagnostics app:
   
4. Click the Advanced Troubleshooting tab
   
5. Click Enable in the Microsoft Dynamics 365 for Outlook Add-In
   
6. Click the Save button and close the Diagnostics app
7. Open Outlook

The CRM Add-in should now launch. If it was not previously configured you may be asked to enter your CRM URL (should be https://yourorg.crm.mgcld.com - NOTE the HTTPS).

It will take a few minutes to connect and configure and then it should work.

If this does not resolve the issue:

1. Close Outlook
2. Click Start and type Diagnostics
3. Launch the Diagnostics app:
   
4. Click the Advanced Troubleshooting tab
   
   
   
5. Delete the temporary client files from a previous error checking session. Click the “Delete” button as seen in the screen below.
   
   
   
6. Click the Save button and close the Diagnostics app
7. Open Outlook

If this does not resolve the issue try reinstalling the Add-in:

1. Close Outlook
2. Open the Control Panel
3. Type Uninstall (in the search box, upper right corner)
4. Select Uninstall a Program
5. Select Microsoft Dynamics 365 for Microsoft Office Outlook
   
6. Click Uninstall/Change (on the toolbar)
7. Choose Uninstall and follow the prompts
8. Once complete, reboot your PC
9. Install the Microsoft Dynamics 365 for Microsoft Office Outlook again
10. Once complete, open Outlook
11. If the Add-in does not enable, go to the first section of this article and follow those steps

If we request Trace logs:

• Open the CRM Diagnostics tool as above
• Go to the Advanced Troubleshooting tab

• Start Tracing by clicking the “Tracing” check box and select the level of tracing. The four levels of tracing available are Error, Warning, Info, and Verbose. If we did not specify a level, choose Warning.

The levels of traceability vary from very detailed (verbose) to light tracing (errors and warnings). Once the tracing is running, the user needs to recreate the issue and then return to the Diagnostics screen and disable the Tracing. DO NOT LEAVE TRACING ENABLED!

The Trace files will be on the user’s computer running the Diagnostics. Navigate through the user folder (e.g. C:\Users\UserName) to AppData > MSCRM Trace directory and look for the most recent log file. NOTE: AppData is a hidden folder so once at the user's folder you will need to manually type \AppData in the address bar and can then continue.

Send the trace file(s) to support. Make sure to only include those with a recent date/time - from when your user recreated the problem.