Outlook Plugin for CRM 2011 not working

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Posted on by Community Member

I just started at a company with Outlook 2010 and CRM 2011 installed on all the user's machines. A recent (April 2015) update to something (not sure what yet) has broken the Outlook plugin for some users. All the buttons are grey, but the plugin configuration wizard shows the connection is fine.

The one thing all the broken users have in common is they are all also running Microsoft Project 2013. If I uninstall Project 2013, the plugin starts to work as usual. Any ideas what's going on and how to make this function again?

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mscrmba on at

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Hi Bill,

Seems odd that there's any connection with Project. However given they're running Project 2013 are they also running Office/Outlook 2013?

Do you know what rollup version of CRM you are now on?

What version of the Outlook Client is installed?

You're on Windows 7/8? Office 2010 or 2013? (32 or 64 bit?). IE?

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Community Member on at

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The only Office 13 app that's running is Project. I'm guessing that it changes something in the registry to make it expect to be using Outlook 13 instead of Outlook 2010.

We are on rollup 18 on the server and the Outlook client has been updated to that rollup version as well.

Machines are Windows 7 Pro 64 bit. Office is 32 bit. IE 11.0.18 is installed.

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Community Member on at

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Still no luck on this end. I've uninstalled and reinstalled. It starts working as soon as I remove Project 2013 and stops the moment it's reinstalled.

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Community Member on at

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Any ideas? Any suggestions of other resources I check for help?

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Community Member on at

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I finally found a solution today.

Going to [HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046} and deleting the 9.5 subfolder totally fixed the problem and the plugin is working again as normal.

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SeanY 165 on at

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Hello,

I have a weird problem. I have the 9.5 key but every time a new user logs into the server and re-configures CRM Outlook plugin, the path for the key changes to unc path. Look at the pic attached. Since we need the key I can't just delete it.

I am using windows 2012 R2, CRM 2013 update roll up 4, and Outlook 2013 with service packs. As soon as I change the path to C:\ drive in the registry and close then reopen Outlook for the user, the CRM toolbar starts working and not grayed out.

Any ideas? Suggestions? Has anyone seen it? Thank you for your help.

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