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Established so far:This is affecting 1 person out of 40 who are using the Citrix environment. Using Outlook 2010 and the plugin works then suddenly moves to inactive add ins. Red error stripes appear in the CRM boxes due to connection lost, this includes a missing .net framework error.Tried creating a new Outlook profile to resolve but it hasn't.
If you re-enable the add ins it works fine until a few hours later or if the user logs out of Citrix and then back in again. Does anybody have a matrix sheet to determine if the Outlook plugin is supported in a Citrix environment?
Event log shows the following:
Log Name: Application
Date: 01/08/2014 11:22:40
Event ID: 5983
Task Category: None
An error occurred while promoting a Microsoft CRM e-mail message. Restart Microsoft Outlook and try again. HR=0x80040237. Context=. Function=CMailItemHelper::HrPromoteMailItemInCrm. Line=1833.
<Provider Name="MSCRMAddin" />
<TimeCreated SystemTime="2014-08-01T10:22:40.000000000Z" />
Version of Windows:
Server 2008 R2
The version of Outlook being used:
Outlook 2010 v 14.0.7015.100
The version of CRM:
Microsoft Dynamics CRM 2011 v5.0.9690.3911
According to the user the error only happens if he has been sitting within CRM for a while. He has said that he is doing nothing specific and when he clicks on something with CRM the red crosses sometimes appear due to the plugin suddenly becoming inactive.
Here is the official word from microsoft for support Citrix
Support for Citrix XenApp 6.5 session virtualization for Microsoft Dynamics CRM for Outlook on a single XenApp instance
Microsoft will support a configuration that is Citrix XenApp 6.5 with session virtualization for Microsoft Dynamics CRM for Outlook on a single XenApp instance. That support is only for Microsoft Dynamics CRM 2013 Service Pack 1 for Microsoft Office Outlook.
Please note that Citrix deployment may include a complex configuration topology based on other configurations, and these are not supported. For example, these configurations are not supported:
Citrix products like XenApp (except for version 6.5), XenDesktop, and XenServer and versions of these products
Application streaming modes
Modes of application deployment
Options for load balancing
Application virtualization layered on top of other virtualization technologies (such as Network and storage virtualization technologies)
What confuses me is the fact that this works for the other 39 users and did up to a point work for this user until recently. We re-created their desktop profile and now CRM does not show up at all within Outlook. It goes to inactive add-ins and if you enable it you still get nothing. Any other ideas on what we can do, the tricky thing is the fact this is Citrix which is an area I am unfamiliar with.
This has been resolved now. It turns out that the IT team controlling the Citrix environment had set a profile which the user belongs to to have all Outlook add-ins disabled/inactive on start-up.
I've logged on to the Sandbox server to reproduce the issue before making any changes.
The CRM Addin is indeed not loaded, however, it's not just CRM but all the Outlook Addins.
The Addons are loading when I logon as other users, so it was an issue with the users Office configuration.
When logged in as a different user:
When logged in as another test user
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