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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Dynamics 365 App for O...
Microsoft Dynamics CRM (Archived)

Dynamics 365 App for Outlook fails in Outlook, works in OWA

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Posted on by Frank Hillsnipe 1,332

A few months ago I successfully configured the Dynamics 365 App for Outlook. It worked correctly in all environments until yesterday. 

Application Versions:
CRM: 8.2.5.4 (on-prem)
AD FS: 3.0 (Server 2012 R2)
Outlook 2016 (16.0.4843.1000)
Exchange is on-prem as well.

Beginning yesterday, when users try to access Dynamics 365 within the Outlook client, they are prompted for credentials, via the AD FS form prompt, however the window does not dismiss after a successful credential challenge. The "We're reviewing you Dynamics 365 information..." spinner continues to spin in the reading pane, but will ultimately time out with the message: 

"We're unable to connect to your Microsoft Dynamics 365 server. Please try closing and reopening the app.
Activity ID: 206de4cd-a0dd-d860-b1fd-1777c8ed66c4 Date: Wed, 10 Jul 2019 18:27:23 GMT Error: [MailApp] Client loader timed out Trace: Error at ClientError (company.mydomain.com/.../shim.js at Anonymous function ..."
I cannot find any errors, in trace logs, or Event Viewers on the local machine or server that correlate to the reported Activity ID.
While this is now impacting all users in my company when using the full Outlook client, we can access the App via Outlook Web Access (OWA).
The credential prompt comes up, and dismisses correctly, and the expected functionality to Track and Set Regarding is provided without error.
I have found many discussions from 2017 and 2018 describing similar issues. None of their solutions have been able to help.
I have cleared my IE cache at least a dozen times.
Removed the App and reinstalled it.
Restarted our CRM server.
Disabled and Re-enabled IFD & Claims Auth.
Disabled and Enabled ClaimsSettings and OAuthClaimsSettings as well. 
Verified the Dynamics 365 App for Outlook AdfsClient RedirectUri.
Any ideas and assistance would be greatly appreciated.

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I have the same question (0)
  • Doug Fraser Profile Picture
    Doug Fraser 25 on at

    Hi Frank,

    I don't have any answers but I want to add that I am experiencing the same exact issue at my company and it started yesterday just like you. From my testing, the problem seems to lie with the Office Javascript API. The ADFS login window that isn't dismissing contains some javascript that calls the Office API and pass the ADFS authentication token back to the reading pane in Outlook. That is what started failing yesterday. I think it is up to Microsoft to fix it.

    But if you find out anything, I'd love to hear about it. We currently have almost a thousand unhappy users that can't track anymore because of this issue.

  • Frank Hillsnipe Profile Picture
    Frank Hillsnipe 1,332 on at

    Doug,

    No definitive explanation yet, if anything just more conflicting details.

    I disabled automatic updates removed and reinstalled Office 2016 on my PC. The App for Outlook worked perfectly on the fresh Outlook install, version 16.0.4266.1001. Curiously, I didn't even receive the AD FS authentication challenge.

    I rebooted once or twice and the old version of Outlook continued to function correctly.

    I enabled updates, and installed all available updates, expecting the App to break again.

    However the app did not break. It is still running successfully on my PC, at version 16.0.4849.1000, which is higher than the version I started with when the error was occurring.

    Complicating things further, our team members access Outlook via Citrix VDAs. Those delivery servers do not take updates on Patch Tuesday and do not show any updates on or around 7/9/2019, when the issue started.

    One of the blogs I ran into briefly mentioned a similar issue after a publish occurred, which was resolved by clearing the cache in IE. I did publish one entity before the issue reports began, but it only changed the default sort order of a View. Is it possible that you published something just prior to the issue occurring as well?

    Is there a cache in Outlook for the App that could have been knocked out of sync after a publish, and was cleared on my PC during the un/reinstall?

  • Doug Fraser Profile Picture
    Doug Fraser 25 on at

    Hi Frank,

    I appreciate the update. I will try your strategy of reinstalling Outlook to see if that works for me.

    From my side of things I've established the following...

    1. The outlook app works for anyone on Windows 10 or higher in my company

    1. The outlook app does not work for anyone on Windows 7

    2. The outlook app works in OWA on Chrome in any OS

    3. The outlook app does not work in OWA on IE on Windows 7

    4. If you switch to InPrivate mode, the outlook app will work on IE in OWA

    I've been running a ton of debugging and network traces on it the past day and I've narrowed it down to the javascript on company.mydomain.com/crmmailapp/code_auth.aspx not working properly. In particular the part that calls the Office Javascript API to pass the CRM OAuth token back to the app from ADFS.

    Office.context.ui.messageParent(JSON.stringify(response));

    I've opened up a github issue with the Office Dev team hoping they will take a look at it.

    github.com/.../612

    I guess it may be possible your update of Outlook caused it to start calling a different Javascript file than it was previously.

  • Frank Hillsnipe Profile Picture
    Frank Hillsnipe 1,332 on at

    Interesting!

    My PC is Windows 10, and did experience the issue.

    The VDAs are Windows Server 2008 R2 SP1, so the same user experience as Windows 7.

    The Outlook App in OWA does work on IE in the 2008 R2 environment.

    That is beyond concerning that OWA works for you InPrivate. That screams that a cached response is being used rather than actually making the call to generate a new response. Fiddler broke my access to the AD FS credential prompt when I had the error in the Outlook dialog, and I can't access Developer Tools in the Office Dialog to debug what's going on in the JS on my end.

    I'd love to step through that InlineData() method, line 32: System.Net.WebRequest request = System.Net.WebRequest.Create(uri);

    If that is returning cached data, might it be passing an invalid auth token into Office.context.ui.messageParent()?

    While I was looking through your fiddler traces the managed services team finished uninstalling and reinstalling Outlook on the VDA. That appears to have resolved the issue there as well. I am beside myself on this.

  • Community Member Profile Picture
    Community Member on at

    Hi,

    Same problem for us, it began on 10 Jul 2019  :

    • CRM Web access works
    • Dynamics App works in OWA
    • Dynamics App does not work in Outlook

    Products version :

    • Dynamics 365 8.2.4.6 On-Premise
    • Exchange 2013 CU18 On-Premise 
    • Outlook 2016 16.0.45.49.1000 (32 bits)
    • AD FS: 3.0 (Server 2012 R2)

    We checked all CRM, ADFS configuration all seems Ok.

    No updates was installed.

    No ideas, any help will be usefull.

  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi,

    we have the exact same issue for one of our customers.

    Seems like uninstalling this update solved this: KB4464534

    Still investigating the issue, but could be related to this security patch.

  • Frank Hillsnipe Profile Picture
    Frank Hillsnipe 1,332 on at

    Arslan,

    Thank you! That was tremendously helpful.

    This morning my issue returned on my development PC, previously I "resolved" the issue by uninstalling and reinstalling Office 2016, overkill.

    I was able to get myself back into a working state by removing KB4464534.

    What this does not explain is why the rest of my company experienced the issue, we do not believe that this update, or any other, was installed in our Citrix delivery environment.

    I do not want to flag this as answered just yet, but I will do so after more testing.

  • Community Member Profile Picture
    Community Member on at

    Hi Frank,

    We are also facing the same issue.

    All userclients does not have this patch, and somehow they are still facing this same issue.

    Could you link me the blog you mentioned earlier - regarding publishing could couse this kind of issues?

  • Frank Hillsnipe Profile Picture
    Frank Hillsnipe 1,332 on at

    I think this was it. I've cleared my IE cache more times than I can remember with no luck though.

    community.dynamics.com/.../dynamics-outlook-app-freezes-during-authorization-in-outlook-desktop-client

  • Doug Fraser Profile Picture
    Doug Fraser 25 on at

    Hi Frank,

    You are saying clearing the App cache fixed it for your company? How is the process for that different than clearing the browser cache?

    Thanks.

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