Quick Fix: Outlook error when attempting to track an item in Microsoft Dynamics CRM 2011

Occasionally, when using Microsoft Dynamics CRM Online 2011 for Microsoft Office Outlook, users attempt to track a Microsoft Exchange Server item in Microsoft Dynamics CRM, such as an e-mail or contact, and receive one of the following errors:

An error occurred promoting this item to Microsoft Dynamics CRM. The Microsoft Dynamics CRM server could not be contacted or the user has insufficient permission to perform this action.

The requested record was not found or you do not have sufficient permission to view it.

Similar to what we showed in an earlier blog article, Quick Fix: Microsoft Dynamics CRM 2011 for Microsoft Office Outlook doesn’t load, this issue can be fixed by clearing a temporary file location known as a “cache”, this time in Outlook rather than in the client. Follow along below as we get your item tracking back in tip-top shape.

From Outlook, open the File menu and click Options to bring up the Outlook Options window (see below). Click Advanced on the left, then scroll down to the Developers heading, and click the Custom Forms… button.

 The Options window opens (see below). Click the Manage Forms… button

The Forms Manager window opens (see below). Click the Clear Cache button.

That was easy! Now try to track the last item that gave you the error, and that pesky error will have vanished!

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