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All options for CRM in Outlook are grayed out.

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Posted on by Microsoft Employee

I have a single user where every CRM option in Outlook is grayed out. The whole CRM ribbon is grayed out.

I have been able to log on through IE. I have also verified that the security role has Sync to Outlook permission.

Thanks,

Gary

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: All options for CRM in Outlook are grayed out.

    Hi. I know this thread is almost 3 years old, but I have a follow-up questions.

    First of all, thanks for the tip. Deleting 9.6 solves my problem every time (Outlook 2013, which we have to use for compatibility reasons with an older CRM installation) stops responding after a minute or so). The "every time" is the problem.

    It seems that the 9.6 folder is recreated every time there is a Windows update. How do I keep it off? Is there a specific update that I need to disable?

    Thanks

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: All options for CRM in Outlook are grayed out.

    Thanks for posting this. I had a user on 365 update from 2013 to 2016 and it caused the same issue. After finding your post I investigated and determined that I had 9.5 and 9.6 and since my case was 1 version up from yours I backed up and removed 9.6 and CRM began working in my 2013 installation of Outlook. Thanks so much! I spent 5 hours on this!

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: All options for CRM in Outlook are grayed out.

    This is how I was able to fix the issue with Outlook 2010 and CRM 2011 addin resulting in greyed out buttons.

    In this situation the Outlook CRM addin is installed and enabled but when the user opens Outlook and navigates to the CRM tab, all CRM related buttons and actions are greyed out.

    This happens when Office 2013 or a component of it (even Project/Visio/Lync) is installed on the user’s PC. As there are some shared components, this mix-match creates an incompatibility with each other.

    Firstly, you can check event viewer to see application errors that have been logged regarding the MSCRMAddin load behaviour.

    To fix this issue, you must delete the registry key component that Office 2013 installs which breaks the addin on Outlook 2010.

    Close Outlook and open regedit.exe and navigate to

    Computer\HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\

    Within that folder you will see “9.4” and “9.5” folders. Right click and export the 9.5 folder to create as a backup then delete it. Only the “9.4” folder should remain as that is the Office 2010 component.

    Reopen Outlook and the addin should now be active and loaded properly.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: All options for CRM in Outlook are grayed out.

    Close Outlook.  Go to WINDOWS, search for the Microsoft Dynamics CRM Online Diagnostics tile.   Open the 2nd Tab -- Advanced Troubleshooting.  Click on DELETE the Temporary  Microsoft Dynamics CRM Client files;  and the ENABLE the Microsoft Dynamis CRM for Outlook Add in.  SAVE.  Then Re-Open your Outlook.  

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: All options for CRM in Outlook are grayed out.

    Log out of Outlook.  Then look for the CRM Online Diagnostics tile under WINDOWS and click on the "Advanced Troubleshooting" tab.  Click on the Delete Temporary Microsoft Dynamics CRM Client Files; also click on  Enable Dynamics CRM for Outlook add-in.  Re-Open Outlook and see if your icons are back.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: All options for CRM in Outlook are grayed out.

    How did you get this resolved?  I have two users with the same issue.

    Thank you,

    Ronna

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: All options for CRM in Outlook are grayed out.

    Try this to fix:

    Go to:

    Internet explorer --> Internet Options --> General Tab  

    Delete the temporary files and cookies. (under Browsing history)

    Add the Trusted sites  to Internet Options:   Internet Options --> Security Tab --> Trusted Sites --> Sites -->  

    Add:

    *.dynamics.com and

    *.live.com.

    Save/Close, OK

    Then go to: >Start -->Run

    Type:  %temp%

    >Click Ok and delete all the temporary files.

     Close Outlook and go to Start Menu --> All Programs --> Microsoft Dynamics CRM Online 2011 --> Diagnostics.  

    (There you should Enable tracking and then click on the Delete Cache and then Enable the CRM Add in.)

    After this,  Close Outlook and launch it and try accessing the CRM.

  • RE: All options for CRM in Outlook are grayed out.

    Not sure if this is going to help or not, but please try this as well to make sure this are not credentials issues.

    Use your virtual keyboard while you are giving the login information and see if you are getting the same issue or not. Other than that I cannot see into the Log file , if that does not help please open a support case with MS will look into that.

    Thanks,

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: All options for CRM in Outlook are grayed out.

    Yes I can access CRM using IE with the same credentials. It was also suggested that I delete the credentials on the machine and reconfigure the client, which I did. The client still will not accept the user/password.

  • Marsha Reece Profile Picture
    Marsha Reece 700 on at
    RE: All options for CRM in Outlook are grayed out.

    Depending on your configuration..

    Can you access your crm outside of your network from IE using an external IP or using http://crmurl?

    If you can, check your claims based authentication settings on your crm server or verify that your certificate have not expired.

    I have experienced this issue before and it was either claims based authentication related or the server with my certificate was off.

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