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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM Disconnected
Microsoft Dynamics CRM (Archived)

CRM Disconnected

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Posted on by George Anderson 260

I support a MS CRM 2011 on-premise installation with approximately 20-25 users.  I have one workstation/user whose Client for MS Outlook will not connect to our server.  He can move to another workstation and connect just fine, but his system simply reports "CRM Disconnected"  I've ran the Configuration Wizard and it sees my installation just fine.  I've ran the diagnostics and made sure to enable the add-in.  I've tried disabling all the Outlook add-ins except CRM.  I've uninstalled his installation of Office 2010 Home and Business and still no joy.  Any help here would be appreciated.

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  • Community Member Profile Picture
    Community Member on at

    community.dynamics.com/.../crm-2011-outlook-crm-disconnected-check-the-time-on-the-server.aspx

  • George Anderson Profile Picture
    George Anderson 260 on at

    Pathini,

    Thanks for the suggestion.  I saw this via a google search and checked this before.  All of our systems are in sync with a time server and I did verify that the workstation and the server are both showing the same time.

    George

  • Community Member Profile Picture
    Community Member on at

    Try to uncheck the cache mode in outlook.

    In your outlook,

    1. File > Account Settings

    2. Open the profile that you are using and uncheck the cache mode.

    3. Try to reconnect the Configuration Wizard

  • Mohammad Atif Profile Picture
    Mohammad Atif on at

    have you ever done installation of CRM 4.0 outlook client on that machine , if yes a clean uninstall and re-install will be a good try www.nealabc.com/.../Microsoft-Dynamics-CRM-2011-Outlook-Client-Remove.aspx

    Thanks,

    Mohammad

  • George Anderson Profile Picture
    George Anderson 260 on at

    No.  We've been on CRM2011 for quite awhile.

  • George Anderson Profile Picture
    George Anderson 260 on at

    I tried this and it did not help.

  • Verified answer
    George Anderson Profile Picture
    George Anderson 260 on at

    I opened a ticket with Microsoft.  The tech had me uninstall Excel 2013, but that didn't help.  Excel still worked after the uninstall so we used a cleanup tool to finish the uninstall - but that didn't fix it either.  Finally, we tried this;

    Remnants from the failed version of Office 2013 was causing the issue.

    We deleted the 9.5 registry folder founder at the following location

    [HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\9.5]

    ... and that fixed the issue.

  • vinnyalex Profile Picture
    vinnyalex 10 on at

    thanks George. I had a similar problem and your answer solved it for me.

  • DaveMcM Profile Picture
    DaveMcM 10 on at

    I am having this issue also, but I do not have a 9.5 folder in the registry like Mr. Anderson mentioned, I have a 9.3 folder. I also have never installed a more up-to-date version of Office than my current 2007 version.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Thank you very much Louis Michael. I have been troubleshooting this issue for a week until I found this blog and your response. This is pretty straight forward and helped me resolve the issue in no time. :)

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