Outlook Client 2013 does not open CRM Online records

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A client just went through the update, I installed the Outlook Client for 2013. We are able to view records, but nothing happens when we click to open a record or add a new record. Anyone else having this issue?

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  • Hello,

    I had seen a similar issue while working on an  On-Premise environment. After a detailed investigation we found that the issue was caused due to the value for Searchable was set to "No" for the field named "ImportSequenceNumber" of the Account entity.

    You will find the below mentioned stack in the Outlook client trace file:

    >LoadCacheFromLocalFile() got exception message: Must specify valid information for parsing in the string. Detais: System.ArgumentException: Must specify valid information for parsing in the string.

      at System.Enum.TryParseEnum(Type enumType, String value, Boolean ignoreCase, EnumResult& parseResult)

      at System.Enum.Parse(Type enumType, String value, Boolean ignoreCase)

      at Microsoft.Crm.Platform.ConvertHelper.EnumFromXmlString(Type enumType, String mask)

      at Microsoft.Crm.Metadata.AttributeDescription.FillPropertiesFromXml(XmlNode node, Boolean throwIfIdsMissing)

      at Microsoft.Crm.Metadata.NonSharableMetadataCacheLoader.<>c__DisplayClass11.<LoadDescriptionsFromXml>b__10(IFillableMetadataDescription description, XmlNode node, Boolean newIterator)

      at Microsoft.Crm.Metadata.NonSharableMetadataCacheLoader.LoadDescriptionsFromXml(String name, MetadataContainer container, CounterList counter, IEnumerable`1 navs, IEnumerable`1 paths, LoadDescriptionFromXmlDelegate LoadDescriptionFromXmlDelegate)

      at Microsoft.Crm.Metadata.NonSharableMetadataCacheLoader.LoadDescriptionsFromXml(String name, MetadataContainer container, CounterList counter, IEnumerable`1 navs, String[] paths)

      at Microsoft.Crm.Metadata.NonSharableMetadataCacheLoader.LoadDescriptionsFromXml(String name, MetadataContainer container, CounterList counter, XPathNavigator nav, String path)

      at Microsoft.Crm.Metadata.NonSharableMetadataCacheLoader.BuildContainerFromXml(XmlDocument xmlDocument, LoadMasks masks, CounterList counter)

      at Microsoft.Crm.Metadata.NonSharableMetadataCacheLoader.LoadCacheFromXml(XmlDocument xmlDocument, LoadMasks masks, CounterList counter)

      at Microsoft.Crm.Metadata.DynamicMetadataCacheFactory.LoadCacheFromLocalFile(DynamicMetadataCacheLoader loader, LoadMasks masks, IOrganizationContext context, CounterList counter). To recover, Cache will be loaded from server

    If you see the same stack, I will recommend you to check the ImportSequenceNumber on the Account or Contact entity. For that matter it can be with any entity.

    Change the Field Properties of ImportSequenceNumber  to Searchable as "Yes" and Publish All Customizations. Reconfigure your CRM for outlook.

    If your CRM for Outlook client traces show a different stack error, please share it here. In case you need a faster resolution you may also open a service request for the same.

    Hope this was helpful.

    Thanks,

    Sneha P

  • I checked and the ImportSequenceNumber is searchable. Additionally, this is only happening with the user who downloaded the latest Outlook Client; the other users who have not yet updated the Outlook Client are not having any issues.

  • Can you enable tracing on the client with the issues for us?

    Just open MS Dyn CRM diagnostics on the client, check the checkbox for tracing and save the settings. Then do the operation which fails and turn off tracing.

    Trace files found here: %appdata%\Microsoft\mscrm

    - Marius
    CRM Consultant at EVRY ASA Norway