Question Status

Verified
AntonC asked a question on 20 Dec 2013 6:15 AM

Hello,

We've had the Outlook CRM UR15 Add-on (CRM 2011) for a few weeks and it had been working without issue.  A few days ago, users started reporting that their mouse cursor began to flicker to a half-thinking wheel (pointer + wheel) and back to pointer repeatedly and non-stop until Outlook is closed.  I've confirmed that the issue occurs only on systems with UR15 even if the add-on is disabled.  Others with UR14 or earlier (or without the add-on) do not experience the issue.  I noticed that the issue only starts when opening emails from interal addresses and seems to begin once Outlook grabs their address card (picture, phone number, location, etc.). The following workstation KBs were installed the night before this started:

KB2913152

KB2904266

KB2887069

KB2893294

KB2892074

KB2891804

KB2847077

KB2898785

KB2893984

These Lync 2010 updates were also installed:

KB2904266

KB2891804

KB2893294

KB2892074

KB2893984

KB2887069

KB2898785

I can't be sure but it seems the UR15 add-on is butting heads with one of these updates.  Anyone else seeing this?

Thanks!

Anton

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GJChiasson responded on 22 Dec 2013 11:04 AM

We have this same problem on two  computers, one with CRM 2011 client and one with 2013 client.  The 2013 is a brand new machine fresh installs and patched up.  One thing that I've noticed is that if I start Outlook as an administrator the flickering stops but Outlook crashes after a bit.

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GJChiasson responded on 22 Dec 2013 1:16 PM

Ignore the crash problem, traced that to an onchange script error that somehow only became exposed on the fresh install.

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AntonC responded on 27 Dec 2013 5:47 AM

Thanks for providing your experience.  The Outlook crashing issue is also a problem we're seeing but appears to be related to the installation order of the rollups (can never be sure though).  If we go from UR6 to UR15, Outlook crashes within the first minute or so of use every time, even in safe mode.  If we install UR6, UR10, UR12, UR13, UR15, we don't experience the crash problem.

Glad we're not the only folks with the flickering mouse cursor issue.  I'll be submitting a MS ticket for this shortly and I'll keep this discussion updated with the progress.

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Verified Answer
GJChiasson responded on 27 Dec 2013 8:57 AM

Found other threads here with a similar problem.  The recommended solution is to roll back to U14.  If you use process explorer you will see Microsoft.Crm.Application.Outlook.WebFormsHost running repeatedly. Search based on that term to see them.

I uninstalled the 2013 client, installed 2011 applied U15 and the problem started again.  Uninstalled 15 and applied 14 and there is no problem.

I have another machine running 64bit Office and it doesn't have this problem with 15, I don't know if that is significant.

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AntonC responded on 9 Jan 2014 11:10 AM

Thanks for the info!  I think we're going to have to do the same and go back to 14.  We've ruled out the KBs as a cause and we've tried uninstalling MS SQL Server Compact 4.0 SP1 and installing the original 4.0 but the problem remains.  

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AntonC responded on 14 Jan 2014 8:51 AM

Rolled back to 14.  Microsoft wasn't able to fix it and we troubleshooted for several weeks.

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Bob F responded on 2 Jun 2014 1:28 AM

Indeed installing RU 14 will fix this for me as well, but we are already on RU17 which promises a faster startup time. But still the flickering cursor issue will start right away.

Isn't there an official fix which will allow us to use the newer rollups as well.

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THoffman responded on 2 Jul 2014 7:36 AM

I'm anxiously awaiting a fix for this as well.  We are on UR17 and currently have 1 user experiencing this problem.  

Anyone have a fix or other help?

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Verified Answer
GJChiasson responded on 27 Dec 2013 8:57 AM

Found other threads here with a similar problem.  The recommended solution is to roll back to U14.  If you use process explorer you will see Microsoft.Crm.Application.Outlook.WebFormsHost running repeatedly. Search based on that term to see them.

I uninstalled the 2013 client, installed 2011 applied U15 and the problem started again.  Uninstalled 15 and applied 14 and there is no problem.

I have another machine running 64bit Office and it doesn't have this problem with 15, I don't know if that is significant.

Reply