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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM in outlook unable ...
Microsoft Dynamics CRM (Archived)

CRM in outlook unable to connect until IISreset is performed

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Posted on by JHanson 110

I'm hoping that someone can point me in the right direction of where to troubleshoot this problem. I am running CRM 4.0 and on a few occasions recently my users have come into the office and when they try to open a CRM folder in Outlook they are told they can't connect to the server until CRM is enabled on their workstation. I'm an experienced CRM admin but by using the diagnostics tool I tracked it to this error:

"The Web service address (URL) specified for the installation (http://server:5555/MSCRMServices) is not responding. Diagnostic tests that require connectivity will not be run. Verify the specified Web service address and check for connectivity. If necessary, rerun the CRM Configuration Wizard."

I have since concluded that doing an IISreset on the server resolves the issue. The first time it happened there was an issue with the service account used by SQL. Someone changed it and then changed it back. When they changed it was when we first saw it and I did the initial troubleshooting and found this solution. Since then it has happened a couple of times, seemingly at random although always overnight.

My problem is that I see no errors anywhere on the server to point me towards the cause. I don't even see any events being logged that I could use to trigger an auto reset of IIS. Can anybody point me in the direction of a possible solution here or even where to look for events being logged that will help me troubleshoot?

Thank you,

Joel

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  • Suggested answer
    Gustaf Westerlund Profile Picture
    Gustaf Westerlund on at

    Can you see if the w3wp process for CRM is using a lot of memory? Perhaps scheduling the appPool for more frequent recycling might also help.

    If you get too stuck with it, you can always redeploy your CRM to get a clean install (as long as your DB ís clean, do try it out in a lab environment first).

    You can also switch on the tracing to see if that helps you out, but it is very verbose so I am not sure if that will do it for you in this case.

    support.microsoft.com/.../907490

  • JHanson Profile Picture
    JHanson 110 on at

    Gustaf,

    Thank you for the response. I don't have a baseline for the w3wp process. Right this second it's running about 400,000k. I don't have another CRM server to compare to but if I compare to other web front end servers, like my SharePoint box, that seems to be about right. Of course, this is after the error and subsequent restart of IIS this morning. I will set an alert on it for monitoring. In a smallish environment, I have a 20 user license, what would you describe as "a lot of memory"?

  • Gustaf Westerlund Profile Picture
    Gustaf Westerlund on at

    No, that doesn't seem too extreme. Depends on how much you got. It would really be interesting to see what happens with those 400 MB when it freezes. Is it just the Outlook clients that freezes or the webclients as well? If only the outlook client, how about the web services?

  • JHanson Profile Picture
    JHanson 110 on at

    Fortunately for the users, but unfortunately for troubleshooting, the issue is sporadic. The server is currently sitting on 16GB of ram, so we're looking at 2.5% usage or so? What usage would you consider to be abnormal?

    The Outlook clients are the only ones being reported. There is very little webclient usage but I will check that specifically next time it happens. I'll also check the w3wp memory usage if it occurs again.

    Are you referring to w3svc on server? I haven't noticed anything funny with it when I've had to reset IIS, I will also keep an eye on that next time.

  • Gustaf Westerlund Profile Picture
    Gustaf Westerlund on at

    No, that is not very high usage (especially if there is not very much else running on it, like SQL-server that is a real memory hog).

    The process to look for is the w3wp process that is running with the same user and process id as the appPool for CRM.

    The webservices I refer to are API:s that we use to code agains and that the Outlook client work against. There are several and you will find the under Settings -> Customizations -> Developer Resources. They should be looking like a lot of xml-mumbo-jumbo when looking at them. If you get a timeout or something like that, then something is wrong. Try it out when everyting is working so that you get a good baseline.

  • Community Member Profile Picture
    Community Member on at

    Check your backup routines.

    It sounds like they are interrupting the service forcing a disconnect.

    Anne

  • JHanson Profile Picture
    JHanson 110 on at

    Gustaf, where do I go before I go to Settings -> Customizations -> Developer Resources?

    Anne, we had looked at the possibility of backup but I don't think that's it for these reasons, let me know if you would concur. The biggest is that the current backup solution was installed a few days after this issue started occurring. The second is that the backup runs every hour and then does maintenance once per night. Part of that maintenance is to run mountability checks on the SQL db. If this was causing an issue I would expect to see it happen on a very regular basis since the backup tool runs on a tight schedule.

    Joel

  • JHanson Profile Picture
    JHanson 110 on at

    Hi everyone. I'm coming back for a bit more input. I've not been able to collect the data on the w3wp service because the onsite guy keeps doing an IISreset before I get there. I've asked him to collect the data for me but he has so far failed to do so.

    This issue has settled into a distinct pattern though, so I wanted to see if anybody had a thought on this. for the last 4 or 5 weeks it has happened exactly 1 time per week. It always happens sometime overnight on Thursday so that users who come in on Friday morning are met with this issue.

    I was thinking backup solution again, but I just dug through that I'm really confident that it isn't the culprit. Not only was it not installed when this issue began, but it doesn't have a single weekly task. All its tasks are nightly, which doesn't match with the consistency of the error.

    Any more thoughts for me on suggestions to look at?

    Thank you. Joel

  • JHanson Profile Picture
    JHanson 110 on at

    I have 2 events that may possibly be related. The first has only happened the night of the error occurring, but I was able to find an instance where the error occurred and the event was not logged. The second is a frequently recurring error. It does appear to only be logged while the problem is occurring. It stops as soon as you do an IISreset.

    Log Name:      System

    Source:        Microsoft-Windows-WAS

    Date:          5/9/2013 10:13:28 PM

    Event ID:      5013

    Task Category: None

    Level:         Warning

    Keywords:      Classic

    User:          N/A

    Computer:      XX-XX.xxxxx.xxx

    Description:

    A process serving application pool 'CRMAppPool' exceeded time limits during shut down. The process id was '7552'.

     

     

    This one is recurring:

    Log Name:      Application

    Source:        ASP.NET 2.0.50727.0

    Date:          5/9/2013 10:15:36 PM

    Event ID:      1309

    Task Category: Web

    Event Level:         Warning

    Keywords:      Classic

     User:          N/A

    Computer:      XX-XXX.xxx.xxx

    Description: Event code: 3005 Event message: An unhandled exception has occurred. Event time: 5/9/2013 10:15:36 PM Event time (UTC): 5/10/2013 5:15:36 AM Event ID: 4d0e369e64d644be972c43b64a0d997e Event sequence: 11 Event occurrence: 1 Event detail code: 0   Application information:     Application domain: /LM/W3SVC/2/ROOT-1-130126363287759309     Trust level: Full     Application Virtual Path: /     Application Path: C:\Program Files\Microsoft Dynamics CRM\CRMWeb\     Machine name: xx-xxx Process information:     Process ID: 8912     Process name: w3wp.exe     Account name: NT AUTHORITY\NETWORK SERVICE   Exception information:     Exception type: TypeInitializationException     Exception message: The type initializer for 'Microsoft.Crm.WebServices.CrmAuthenticationSoapExtensionBase' threw an exception.   Request information:     Request URL: https://xxx.xxxxx.com:5556/_root/getUIXml.aspx?client=OutlookWorkstationClient&online=1&savedCredentials=1&signOutSupported=1&hash=E4-5E-93-75-F3-49-A2-6D-E9-9B-06-CC-2D-26-CA-DD     Request path: /_root/getUIXml.aspx     User host address: xx.xx.xx.xx     User: {58b11159-f593-de11-9688-0030482e1c6c}     Is authenticated: True     Authentication Type: CrmPostAuthentication     Thread account name: NT AUTHORITY\NETWORK SERVICE   Thread information:     Thread ID: 3     Thread account name: NT AUTHORITY\NETWORK SERVICE     Is impersonating: False     Stack trace:    at Microsoft.Crm.Application.Utility.Util.RaiseXMLError(Exception exception)    at Microsoft.Crm.Web.Workplace.UIXmlDescriptionGenerator.ConfigureMenus()    at Microsoft.Crm.Application.Controls.AppUIPage.OnPreRender(EventArgs e)    at System.Web.UI.Control.PreRenderRecursiveInternal()    at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)     Custom event details:

     

     Sorry the formatting on that second one is poor.

     

    Joel

     

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