General Issues with Microsoft Dynamics CRM for Outlook - Troubleshooting
Start Diagnostics Wizard
Microsoft Dynamics CRM Diagnostics detects and fixes many problems you may encounter with Microsoft Dynamics
CRM for Outlook including issues with connectivity, setup, and corrupted data. In some cases, you can also choose to allow the wizard to repair the problem.
The wizard is installed on your computer at the same time you install Microsoft Dynamics CRM for Outlook.
1. On the Start menu, click All Programs, click Microsoft Dynamics CRM, and then click Diagnostics.
2. To start the wizard, click Run Diagnostics.
Note
If you are working with a support representative, you can enable tracking to assist the representative with diagnosing your problems.
In the wizard, click Support Mode, run the wizard, and then on the Advanced Troubleshooting tab, click
Create File. You can save the compressed file to your desktop, and then send it to your support representative.
Related Topic
Managing Users
Why doesn't the Navigation Pane scrollbar in the CRM Shortcuts folder display correctly?
The CRM shortcuts folder does not display correctly if too many custom entities are added to the Navigation Pane.
Have your system customizer or administrator remove some of the custom entities from the CRM shortcuts folder.
Related Topic
Doing CRM Work in Outlook
Why is the error log reporting this error, "ConnectionListen (Shared-
Memory (LPC)) : Error 5."?
This error occurs when Microsoft Dynamics CRM starts before the Microsoft Data Engine (MSDE) is completely started.
These events appear in the event log, but can be safely ignored.
Related Topic
Doing CRM Work in Outlook
Why can't I open a record?
This could occur for several reasons, including:
Microsoft Dynamics CRM for Outlook is a Web application. Records are displayed in pop-up windows. If you have a pop-up blocker installed, it may block Microsoft Dynamics CRM pages from displaying. Disable your popup blocker and try again.
You may not have permissions to view the record. For more information, see your system administrator.
The record may have been deleted and your local data may not be synchronized. Synchronize and try again.
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The record may be included in your local data. Review your local data groups in your personal options.
More information: Set Personal Options
Related Topic
Doing CRM Work in Outlook
Why don't all of my Microsoft Dynamics CRM contacts appear in the address book?
Only those contacts with a complete and valid e-mail address appear in the Microsoft Dynamics CRM address book.
The address book may not have been synchronized. The address book is synchronized automatically once every 24 hours, and does not synchronize when you go offline. To synchronize your address book, in Microsoft
Dynamics CRM for Outlook, on the Microsoft Dynamics CRM toolbar, point to Synchronize with Microsoft
CRM, and then click Address Book.
Related Topic
Doing CRM Work in Outlook
When I upgraded to Microsoft Dynamics CRM 4.0, why weren't the changes
I made to Microsoft Dynamics CRM 3.0 saved?
This usually occurs if you were offline before you upgraded and made changes to Microsoft Dynamics CRM, and then a synchronization error occurred and you chose to go online anyway. This can also occur if you were offline when you upgraded Microsoft Dynamics CRM for Microsoft Office Outlook. If you have changes that were not synchronized to the Microsoft Dynamics CRM server and you want to upgrade, you can do one of the following:
If you are using Microsoft Dynamics CRM 3.0 or an earlier version, you can go offline, go online to synchronize changes, and then upgrade. If there are synchronization errors, you may need to re-enter data manually after the upgrade is complete.
To make changes after you upgrade, go offline, and then go back online to synchronize changes made while offline.
Complete the upgrade, and then re-enter the data manually. You may need to verify that you are not creating duplicate records.
For additional solutions, contact Microsoft Customer Service and Support.
Related Topic
Doing CRM Work in Outlook
When I upgrade to Microsoft Dynamics CRM 4.0 CRM for Outlook, why do I get this error, "Creating a rule that is incompatible with versions of Outlook earlier than Outlook 2000. Are you sure you want to create this rule?"
During the upgrade process, Microsoft Dynamics CRM creates rules for Outlook. This message can be safely ignored.
Click Yes to continue.
Related Topics
Doing CRM Work in Outlook
466 Microsoft Dynamics CRM 4.0 User’s Guide
Synchronizing Information
When I upgrade from Microsoft Dynamics CRM 3.0 laptop client for Outlook to Microsoft Dynamics CRM 4.0 for Microsoft Office Outlook with Offline
Access, why do I get this error, "There are Microsoft Dynamics CRM client for Outlook items that have not been uploaded to the Microsoft Dynamics
CRM server. These items will be lost during upgrade."
Microsoft Dynamics CRM for Outlook does not support changes made while offline. If your server is still running
Microsoft Dynamics CRM version 1.2 or 3.0, go online and synchronize your data. Then try upgrading again.
If your Microsoft Dynamics CRM server has been upgraded, you must upgrade to Microsoft Dynamics CRM for Outlook with Offline Access while offline. After upgrading, go online and synchronize your data.
Related Topics
Doing CRM Work in Outlook
Synchronizing Information
When I send an e-mail message to someone in my organization, why are two e-mail activities created?
Microsoft Dynamics CRM is designed to create multiple e-mail activities for e-mail messages sent to users inside your organization, one activity for the person creating the e-mail activity and one activity for every recipient. You can turn off this feature.
1. In the Navigation Pane, click Settings, click Administration, and then click System Settings.
2. On the E-mail tab, clear the Track e-mails sent between CRM users as two activities check box.
3. Click OK.
Related Topics
Doing CRM Work in Outlook
Synchronizing Information
Why can't I view my Microsoft Dynamics CRM calendars in Outlook?
If you are offline, the Service calendar is not available in Microsoft Dynamics CRM for Microsoft Office Outlook.
If you are in Microsoft Dynamics CRM for Microsoft Office Outlook, the Workplace calendar is not available, unless the Site Map has been customized.
If you cannot view the Service calendar, you do not have the Read privilege for the Service record type. This might be because you have custom or edited security roles. The Read privilege for the Service record type is included in all the default security roles available in Microsoft Dynamics CRM.
To make the calendar visible for users with a specific security role, click Settings, click Security Roles.
Open the security role. On the Service Management tab, for the Service record type, add the Read privilege.
Related Topics
Configuring the Application - Troubleshooting
Controlling Data Access
Microsoft Dynamics CRM 4.0 User’s Guide 467
Why does opening an e-mail attachment with a file name that contains extended or accented characters appear to corrupt those characters in the title of the file?
The file is not corrupted, but may appear this way when you open it in Microsoft Dynamics CRM. You can view the file without the corrupted characters by saving the attachment to your desktop and then opening it.
1. Open the record with the attachment.
2. On the Notes tab, in the Notes area, click the file name of the attachment you want.
3. If the Note dialog box opens, click Save and Close to close it.
4. In the File Download dialog box, click Save.
5. Select a location and then click Save.
6. Navigate to the location and open the file.
Related Topic
Doing CRM Work in Outlook
468 Microsoft Dynamics CRM 4.0 User’s Guide
