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One of our users is having trouble with the CRM Button in Microsoft Word. She is able to use any Mail Merge templates that I create and share without any trouble. She is able to create the merge in CRM, but when she is editing the template in Word, the CRM icon is missing. The CRM icon is present in templates that were shared with her.
When I create or edit a template in Word I get “To start mail merge, click CRM” instructions. Then the “Mail Merge Recipients” boxes pops up on the screen. When she creates or edits a template in Word, she immediately sees the “Mail Merge Recipients” box. The page appears exactly as imported, without the “To start mail merge, click CRM” instructions or the CRM Icons. Consequently she cannot access CRM fields for the merge.
I am familiar with where the icon should be in the Add-Ins tab and the Mailings Tab. Macros are enabled in the Trust Center. Both computers are using Word 2007 and CRM 2011. Any suggestions you can offer will be greatly appreciated.
Thank you for your help,
Britta
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Hi Britta,
Does this user have any other Word macros enabled? Such as third party macros. if you go to File| Options addins in Word, does the CRM addin appear here?
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