Dynamics Community Forum Thread Details

Outlook Client ribbon and forms not loading

I've recently upgraded our CRM from 2011 to 2016. CRM via the web client is happy, but some users are experiencing issues accessing it via the Outlook Client, and our company are big users of the Outlook client. We use Office 2010, and upgrading Office is not an option at this time.

The issue is intermitent and does not affect all users.

When navigating to records (account for example) via the Outlook navigation pane, instead of displaying the proper CRM ribbon, like this:

It gets stuck on this ribbon:

The records are displayed in the list view as expected, but if you double-click on one to open it, you get the Loading... screen indefinitely and the form never loads. Navigating to any other record type then presents the same problem.

Sometimes just clicking about different record types will kick-start the ribbon and it jumps into life and loads the ribbon, but this is not a permenant fix, and the issue can reappear when Outlook is closed and reopened.

One other interesting point. If the affected user tries to navigate to accounts not using the navigation pane, but using the navigation buttons in the viewing pane of Outlook, instead of displaying the account records in an Outlook list view, it instead displays what looks like an iFrame view of the web client, like this:

2626.iFrame.png

Here's what I've tried so far:

Disabled all Outlook add-ins other than CRM
Reconfigured Outlook client
Repaired the Outlook client
Repaired Microsoft Office
This regedit fix: "https://support.microsoft.com/en-us/kb/2494581"
Compared installed programs on users' machines - An affected and unaffected user's laptops have the same programs and versions installed
All windows updates installed and machine restarted
Reinstall of the Outlook client
Reinstall of Microsoft Office
Gradually removing programs - Harmon.ie, Specki, Resource Central, Silverlight, Chrome
Cleared temp Internet Files and temp Outlook files
Changed CRM, IIS and SQL service use accounts back to NETWORK SERVICE