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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Outlook crashing on re...
Microsoft Dynamics CRM (Archived)

Outlook crashing on replying emails CRM 2011

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Posted on by Charan Raju C R 7 Moderator

We have configured CRM 2011 plugin for outlook(CRM RU8, Outlook 2010). Its working fine for all the users except one. From one user machine, able to send a new mail but whenever we try to reply to mails, outlook getting crashed and asking to close the program. If we disable the CRM add-in, its working fine and able to reply to mails. Can any one help me to fix this issue?

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  • Suggested answer
    Sayhaitokumar Profile Picture
    Sayhaitokumar 7,042 on at

    Hi Charan,

    Please check that user's machine has updated windows and Outlook.

  • Community Member Profile Picture
    Community Member on at

    Hi Charan,

    I have listed a few possible causes below in regards to Outlook Crash issues :

    Corrupted PST file

    By far the most common reason for Outlook crashes, instability and unexplained weird behavior is a corrupted PST or OST file.

    Corrupted OST file

    To fix an OST file, you simply delete it and let Outlook rebuild it from the server: 1.Close Outlook. 2.Delete the OST file. If the OST file is for a non-Exchange based account, Microsoft recommends that you backup the content of the OST into a PST first. Important – never delete a PST file. 3.Restart Outlook and let it rebuild the OST file. Note: This operation might take a long time if you have a large Exchange mailbox, but you can still use Outlook while it happens.

    Corrupted Profile

    Sometimes an Outlook profile might get corrupted. In this case, you have to create a new profile.

    Corrupted Outlook Configuration Files

    In addition to PST, OST and profiles, Outlook has several other files which might get corrupted. If the above steps did not help, please try renaming outcmd.dat, extend.dat and Frmcache.dat

    Misbehaving Add-ins

    Running unnecessary add-ins may make Outlook slower and even cause stability issues. Check what add-ins you have installed. You probably have more add-ins installed than you think. Use the following instructions to see what add-ins you have installed and disable the ones you are not using. Leave only the Add-ins you absolutely must have in Outlook.

    Keep Windows Up To Date

    Regularly use Windows Update to keep your computer up to date with the latest patches and service packs. We recommend that you configure Windows to check for updates automatically.

    As I see you are currently on Update Rollup 8, I would advise you to upgrade to Update Rollup 12 or Update Rollup 17 and test the behavior.

    Vineet N.
    Microsoft Dynamics CRM Support.

     

     

     

     

  • Charan Raju C R Profile Picture
    Charan Raju C R 7 Moderator on at

    Thanks for your help. I noticed that, user is able to reply for few emails and for few others, outlook getting crashed.

  • Community Member Profile Picture
    Community Member on at

    Were you able to resolve your issue?  I have the same thing, but only when replying to an email from the window pane view.  Thinking it may be related to your similar issue.

  • Charan Raju C R Profile Picture
    Charan Raju C R 7 Moderator on at

    We got to know that the issue is, the combination of one of the Add-in called SecureAge and CRM plugin. Its working fine for all the users who are not having any one of these(SecureAge or CRM) Add-in. Still we are awaiting for the fix from SecureAge(or MS).

  • KTGAN Profile Picture
    KTGAN on at

    Hi Charan,

    We encountered the same issue. The only workaround we did was to ask user to exit SecureAge first, then only open their Outlook. If the user want to use SecureAge, then user will need to disable the CRM Plugin for Outlook.

  • nghieppham Profile Picture
    nghieppham 4,755 on at

    Hi Charan,

    Did you enable tracing to check log file? If not, follow this link support.microsoft.com/.../2862031 to find root cause first.

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