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Dynamics 365 Outlook Client Version 9 crash

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Posted on by matthias_m

Hello,

after install Dynamics 365 Outlook Client Version 9 Service Pack 1 Update Rollup 2 Outlook crashes. On restart, Outlook disables the plugin. If i enable the Outlook Plugin, Outlook crashes direct.

Also it is not possible to configure the Outlook client with the Configuration Manager. The Outlook Version is 2019 and i try to reinstall it but without any change. It also crashes.

Is there any way to get the Dynamics 365 Outlook Client to work?

Error Messages from Error-Log:

--------------

Error Messages from Error-Log:

Name der fehlerhaften Anwendung: Microsoft.Crm.Application.Outlook.ConfigWizard.exe, Version: 9.1.0.7250, Zeitstempel: 0x5d9f87a6

Name des fehlerhaften Moduls: KERNELBASE.dll, Version: 10.0.18362.628, Zeitstempel: 0xf96f12ee

Ausnahmecode: 0xe0434352

Fehleroffset: 0x000000000003a839

ID des fehlerhaften Prozesses: 0x193c

Startzeit der fehlerhaften Anwendung: 0x01d5e3269ad41157

Pfad der fehlerhaften Anwendung: C:\Program Files\Microsoft Dynamics CRM\Client\ConfigWizard\Microsoft.Crm.Application.Outlook.ConfigWizard.exe

Pfad des fehlerhaften Moduls: C:\WINDOWS\System32\KERNELBASE.dll

Berichtskennung: c3f9bde9-938a-4d6e-a9d6-ecf08fefa366

Vollständiger Name des fehlerhaften Pakets:

Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

--------------

Anwendung: Microsoft.Crm.Application.Outlook.ConfigWizard.exe

Frameworkversion: v4.0.30319

Beschreibung: Der Prozess wurde aufgrund einer unbehandelten Ausnahme beendet.

Ausnahmeinformationen: System.IO.FileNotFoundException

bei Microsoft.Crm.CrmLockSlim..cctor()

Ausnahmeinformationen: System.TypeInitializationException

bei Microsoft.Crm.RegistryCollection.UpdateCollection(System.Object, System.EventArgs)

bei Microsoft.Crm.RegistryCollection..ctor()

bei Microsoft.Crm.RegistryCache..cctor()

Ausnahmeinformationen: System.TypeInitializationException

bei Microsoft.Crm.Core.DataServices.Configuration.ConfigProviders.LocatorServiceSkuInfoProvider.GetSku()

bei Microsoft.Crm.Watson.ExceptionManager.ReportExceptionInternal(System.Exception, System.String, System.String, System.Object[])

--------------

Name der fehlerhaften Anwendung: OUTLOOK.EXE, Version: 16.0.12430.20264, Zeitstempel: 0x5e3e5cf3

Name des fehlerhaften Moduls: crmaddin.dll, Version: 9.1.0.7242, Zeitstempel: 0x5d785391

Ausnahmecode: 0xc0000005

Fehleroffset: 0x0000000000087e05

ID des fehlerhaften Prozesses: 0x15d8

Startzeit der fehlerhaften Anwendung: 0x01d5e31d455523d3

Pfad der fehlerhaften Anwendung: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

Pfad des fehlerhaften Moduls: C:\Program Files\Microsoft Dynamics CRM\Client\bin\crmaddin.dll

Berichtskennung: 63d48240-f609-429f-bf09-fc50a91ac7ed

Vollständiger Name des fehlerhaften Pakets:

Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

--------------

Fehler bei der Ausführung des Add-Ins. Outlook ist während des Rückrufs 'HrExplorerButtonGetVisible' der Schnittstelle 'IRibbonControl' beim Aufrufen des Add-Ins 'Microsoft Dynamics 365' abgestürzt.

--------------

Thank you.

Best regards

Matthias

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RajuB on at

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Dear Matthias,

Greetings!

Thanks for reaching out our forum support.

Does it mean issue specific to one user or multiple users seeing this outlook crash.

So when the dynamics 365 for outlook add in installed and launches configuration wizard and connect to org and try open the outlook it immediately crashes or disappear and when you disable the addin outlook works as normal??

Also could you share us the logs in English format that would be easy to validate the logs.

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matthias_m 15 on at

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Dear Raju,

thank you for your answer.

Yes, the error appears by only one user.

The outlook add-in crashes immediatly after activation and outlook deaktivates the plug-in on restart.

By click on the connection wizard the wizard didn't show up and crashes.

I tryed to get the error events in english so i logged on to the computer with my account. With my account the Outlook-Add-In works.

Is it possible that there is any problem with the user profile?

Here the Logs, mostly in english:

Log Name: Application

Source: MSCRMAddin

Date: 2/19/2020 2:07:07 PM

Event ID: 5900

Task Category: None

Level: Error

Keywords: Classic

User: N/A

Computer:

Description:

There was a problem loading the Microsoft CRM Outlook addin. Close down Microsoft Outlook and restart. HR=0x80131604. Context=. Function=CAddin::FinalConstructInternal. Line=95.

Event Xml:

<Event xmlns="schemas.microsoft.com/.../event">

<System>

<Provider Name="MSCRMAddin" />

<EventID Qualifiers="49152">5900</EventID>

<Level>2</Level>

<Task>0</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2020-02-19T13:07:07.390014200Z" />

<EventRecordID>23380</EventRecordID>

<Channel>Application</Channel>

<Computer></Computer>

<Security />

</System>

<EventData>

<Data>80131604</Data>

<Data>

</Data>

<Data>CAddin::FinalConstructInternal</Data>

<Data>95</Data>

</EventData>

</Event>

Log Name: Application

Source: MSCRMAddin

Date: 2/19/2020 2:07:07 PM

Event ID: 5903

Task Category: None

Level: Error

Keywords: Classic

User: N/A

Computer:

Description:

The Microsoft CRM Outlook add-in could not be initialized correctly. Restart Microsoft Outlook and try again. HR=0x0. Context=Shortcircuiting IDTExtensibility call because managed addin was unexpectedly null.. Function=CAddin::OnConnectionInternal. Line=193.

Event Xml:

<Event xmlns="schemas.microsoft.com/.../event">

<System>

<Provider Name="MSCRMAddin" />

<EventID Qualifiers="49152">5903</EventID>

<Level>2</Level>

<Task>0</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2020-02-19T13:07:07.459020000Z" />

<EventRecordID>23381</EventRecordID>

<Channel>Application</Channel>

<Computer></Computer>

<Security />

</System>

<EventData>

<Data>0</Data>

<Data>Shortcircuiting IDTExtensibility call because managed addin was unexpectedly null.</Data>

<Data>CAddin::OnConnectionInternal</Data>

<Data>193</Data>

</EventData>

</Event>

Log Name: Application

Source: Outlook

Date: 2/19/2020 2:07:08 PM

Event ID: 1000

Task Category: None

Level: Error

Keywords: Classic

User: N/A

Computer:

Description:

Error running the add-in. Outlook crashed during the callback 'HrExplorerButtonGetVisible' of the interface 'IRibbonControl' when calling the add-in 'Microsoft Dynamics 365'.

Event Xml:

<Event xmlns="schemas.microsoft.com/.../event">

<System>

<Provider Name="Outlook" />

<EventID Qualifiers="49152">1000</EventID>

<Level>2</Level>

<Task>0</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2020-02-19T13:07:08.947059700Z" />

<EventRecordID>23384</EventRecordID>

<Channel>Application</Channel>

<Computer></Computer>

<Security />

</System>

<EventData>

<Data>HrExplorerButtonGetVisible</Data>

<Data>IRibbonControl</Data>

<Data>Microsoft Dynamics 365</Data>

</EventData>

</Event>

Log Name: Application

Source: Application Error

Date: 2/19/2020 2:07:09 PM

Event ID: 1000

Task Category: (100)

Level: Error

Keywords: Classic

User: N/A

Computer:

Description:

Faulting application name: OUTLOOK.EXE, version: 16.0.12430.20264, time stamp: 0x5e3e5cf3

Faulting module name: crmaddin.dll, version: 9.1.0.7242, time stamp: 0x5d785391

Exception code: 0xc0000005

Fault offset: 0x0000000000087e05

Faulting process id: 0x2670

Faulting application start time: 0x01d5e72575f0d1c9

Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE

Faulting module path: C:\Program Files\Microsoft Dynamics CRM\Client\bin\crmaddin.dll

Report Id: 4b20232e-d7c6-4e7f-8538-0aabc33731da

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="schemas.microsoft.com/.../event">

<System>

<Provider Name="Application Error" />

<EventID Qualifiers="0">1000</EventID>

<Level>2</Level>

<Task>100</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2020-02-19T13:07:09.252251200Z" />

<EventRecordID>23385</EventRecordID>

<Channel>Application</Channel>

<Computer></Computer>

<Security />

</System>

<EventData>

<Data>OUTLOOK.EXE</Data>

<Data>16.0.12430.20264</Data>

<Data>5e3e5cf3</Data>

<Data>crmaddin.dll</Data>

<Data>9.1.0.7242</Data>

<Data>5d785391</Data>

<Data>c0000005</Data>

<Data>0000000000087e05</Data>

<Data>2670</Data>

<Data>01d5e72575f0d1c9</Data>

<Data>C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE</Data>

<Data>C:\Program Files\Microsoft Dynamics CRM\Client\bin\crmaddin.dll</Data>

<Data>4b20232e-d7c6-4e7f-8538-0aabc33731da</Data>

<Data>

</Data>

<Data>

</Data>

</EventData>

</Event>

--------------

Thank you.

Best regards

Matthias

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RajuB on at

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Dear Matthias,

Greetings!

I have seen similar issues, and typically I find that they're caused by some kind of environmental problem, such as remnants of a previous version of Microsoft Office or a conflict with a third party add-in. I would recommend ensuring all previous versions of Outlook are completely removed and disable all other add-ins through File -> Options to determine if the Dynamics for outlook add-in is causing a crash on its own. If it is, it could be due to an inconsistent registry state (such as from a previously installed copy of the X86 version of the client), and I would recommend uninstalling the client completely, removing all related directories and registry entries, and reinstalling it. Here is a detailed set of procedures for doing so:

1. Close all running applications on the workstation, including Internet Explorer and Outlook

2. Uninstall the Client for Outlook through Control Panel -> Programs and Features

3. Navigate to %PROGRAMFILES%\ and delete the “Microsoft Dynamics CRM” folder if it still exists

4. Navigate to %USERPROFILE%\AppData\Local\Microsoft\ and delete the “MSCRM” folder if it still exists

5. Navigate to %USERPROFILE%\AppData\Roaming\Microsoft\ and delete the “MSCRM” folder if it still exists

6. Go to Start -> Run and type “regedit”, then hit OK

7. Right-Click on “Computer” and select Export to save a backup copy of the registry to a location of your choice

8. Navigate to HKEY_CURRENT_USER\SOFTWARE\Microsoft and/or HKEY_CURRENT_USER\SOFTWARE\Wow6432Node\Microsoft and delete any keys with MSCRM in the title if they exist

9. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft and/or HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft and delete any keys with MSCRM in the title if they exist

10. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\ and/or HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Outlook\Addins\ and delete the crmaddin.Addin key if it still exists

11. Reboot the machine

Then proceed with the fresh installation from the given below link :

install base first and then update the updated version on top of it.

support.microsoft.com/.../latest-dynamics-365-for-outlook-version

Also to isolate the issue the same affected user can try on other working machine to connect to configuration wizard and validate the issue that explains if its a machine specific issue or not.

Hope the above mitigation steps might help to resolve the issue but in case if any questions i would request to reach out our Microsoft support channel by raising the ticket to help. Good day!

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matthias_m 15 on at

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Dear Raju,

your solution worked, thanks a lot.

Best regards

Matthias

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