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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM Buttons Greyed-Out...
Microsoft Dynamics CRM (Archived)

CRM Buttons Greyed-Out in Outlook

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Posted on by Matthew Partin 1,620

Hello all,

One of my users has informed me that all of his CRM buttons are suddenly grayed out and he is unable to click them. He is operating in the Outlook client. Any ideas for solutions?

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  • fredshift Profile Picture
    fredshift on at
    RE: CRM Buttons Greyed-Out in Outlook

    hi,

    check if this user can really access the CRM records, such as accounts, leads, etc.

    Last time I saw this, the user had simply lost connectivity to the CRM server, due to to some network issues. The buttons were greyed out because the outlook client could not contact the CRM server.

    Otherwise, a quick way to check access to CRM is have the user open the web client. That will also allow you to check his permissions within CRM.

    And finally, you can check the log files on the user's computer: C:\Users\<user_account>\AppData\Local\Microsoft\MSCRM\Logs

    Best regards,

    Frederic Penalver

  • Sumit Bhatnagar 99 Profile Picture
    Sumit Bhatnagar 99 1,850 on at
    RE: CRM Buttons Greyed-Out in Outlook

    Hi...

    1.  Is it only an issue with CRM ribbon in outlook ?

    2.  Do you able to access records like account , contact etc. ?

    3. Try accessing CRM through internet explorer

    4. IS it for CRM online or CRM On-Prem , If it is CRM On-Prem then which authentication type you using for CRM i.e. IFD or windows authentication ?

    Let me know details.

    thanks .

  • Suggested answer
    Sumit Bhatnagar 99 Profile Picture
    Sumit Bhatnagar 99 1,850 on at
    RE: CRM Buttons Greyed-Out in Outlook

    Hi..

    Do you still have the same issue ?

    Thanks.

  • Tiberius Raducan Profile Picture
    Tiberius Raducan 665 on at
    RE: CRM Buttons Greyed-Out in Outlook

    Hello everyone,

    I am facing the same issue with Dynamics 2011 online version and Outlook 2010.

    One of our users have the ribbon buttons from CRM in Outlook Grayed-out.

    In the configuration wizard the connection seems fine and working.

    In the online version she has access to accounts, and contacts.

    Can someone help me out please?

    Kind regards,

    Tiberius Raducan

  • Suggested answer
    Karth Profile Picture
    Karth on at
    RE: CRM Buttons Greyed-Out in Outlook

    There's a good article on how to troubleshoot this issue. Have you seen this?

    community.dynamics.com/.../crm-for-outlook-client-add-in-disabled.aspx

  • Tiberius Raducan Profile Picture
    Tiberius Raducan 665 on at
    RE: CRM Buttons Greyed-Out in Outlook

    Did now! Thank you very much, I will let you know if any of the solutions worked.

    Kind regards,

    Tiberius Raducan

  • Tiberius Raducan Profile Picture
    Tiberius Raducan 665 on at
    RE: CRM Buttons Greyed-Out in Outlook

    With big regret I have to say that non of the solutions worked. :( Any other ideas?

    I tried to log in with that user on others pc's and it works with no problem. Though the user told me that she had her Office down-graded from 2013 to 2010 before instaling the CRM Dynamics Client. Could this be the problem?

    Thanks a lot for all your help again.

    Best,

    Tiberius Raducan

  • Suggested answer
    Sumit Bhatnagar 99 Profile Picture
    Sumit Bhatnagar 99 1,850 on at
    RE: CRM Buttons Greyed-Out in Outlook

    Now . I would suggest you to create a service request with MS Support so that We can deeply look into it.

    Thanks.

  • Rene Steen Profile Picture
    Rene Steen 5 on at
    RE: CRM Buttons Greyed-Out in Outlook

    Hi,

    Is there any news in how to solov this, I have found out that Lync 2013 Client is the one that is causing my CRM ribbonbar to be greyed out in outlook 2010, if I uninstall Lync 2013 it is okay, but that is not a solution.

    Best Regards

    Rene

  • Suggested answer
    kevinmcintyre Profile Picture
    kevinmcintyre 5 on at
    RE: CRM Buttons Greyed-Out in Outlook

    I am using Office Outlook 2013 via Office365, and Lync 2013. I first checked I could communicate with Dynamics via the browser then I did the following:

    - Tried disabling the plug-ins and renabling, restarted the computer did the same. With no joy

    - Then tried Options, CRM, manage organisations and set up the connection again to the server.

    - This seems to have fixed the issue.

    - I did get a warning about only having one sync client for CRM in outlook next time I restarted, but clicked OK to the dialogue box and seems all fine

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