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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM for Outlook not ac...
Microsoft Dynamics CRM (Archived)

CRM for Outlook not accepting correct login credentials

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Posted on by Community Member

Hi guys,

One of our users cannot log into CRM for Outlook. We use CRM Online, and the username and password works perfectly fine when logging into CRM Web. However, he receives an error message saying "Cannot connect to Microsoft Dynamics CRM server because we cannot authenticate your credentials. Check your connection or contact your administrator for more help."

It was working previously and it was all fine until recently, but no changes have been made (as far as we know). The username and password lets him log into web CRM as previously mentioned so I'm baffled as to why it wouldn't accept the credentials.

I've tried the following already:

- Cleared IE cache, cleared CRM temp files via Diagnostics tool, cleared %temp% folder

- Try disabling and re-enabling the CRM addin in Outlook

- Have cleared all the CRM credentials from Control Panel > Credential Manager (aka 'Manage network passwords')

Any suggestions or hints would be awesome... Thanks!

C

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi Chon,

    My name is Andres Guzman, I'm glad to help you

    I can recommended you to take traces from your tool: technet.microsoft.com/.../hh699694.aspx

    You can use to Fiddler: www.telerik.com/.../fiddler

    Then, you can validate what happen with your credentials.

    Please check too your version in CRM Online versus the version that you have in CRM for Outlook.

    I hope this info can help you

    Regards,

  • Verified answer
    Aldo Macedo Profile Picture
    Aldo Macedo on at

    Hi Chon,

    CRM Online can’t connect to CRM Outlook if there is a difference of +- 4 minutes with respect to UTC Time, (Hours can be different but the recommendation is to have minutes synchronized). Verify that the time in your machine has not a difference of +- 4 minutes with respect of UTC time. (http://time.is/UTC , http://www.timeanddate.com/)

    This could solve problem when trying to connect to server.

    Verify that you have these domains in trusted sites on IE: *.onmicrosoft.com, *.live.com, *.microsoft.com y *.dynamics.com.

    I will provide different logs and possible solutions to them below:

    a) Microsoft.Crm.Outlook.ClientAuth.CrmClientAuthException: Authentication was canceled.

    Clear cache in IE and do reset of IE configuration.  

    Use CCleaner to clean cookies and temp files in a better way: www.piriform.com/ccleaner

    Use fiddler to verify if there is a firewall, proxy or antivirus blocking connection.

    community.dynamics.com/.../114494.aspx

    b) System.ServiceModel.Security.SecurityAccessDeniedException: Access is denied.

    Incorrect Security Roles.

    Email is not approved in CRM Online.

    URL is not in trusted sites.

    Problems with antivirus and firewall.

    Plugin conflict with CRM Online.

    c) 09:03:48|Warning| Client configuration failed with the exception : It is not possible to start configuration assistant for CRM Outlook because configuration file C:\Program Files\Microsoft Dynamics CRM\Default_Client_Config.xml is not valid. Microsoft.Crm.Application.Outlook.Config.CommandLineArgs.ParseConfigFile(String configFileName, Deployments& deployments)

    Correct Default_Client_Config.xml file:

    blogs.msdn.com/.../configuring-the-crm-online-2011-outlook-client-silently.aspx

    d) Microsoft.Crm.CrmException: Logon failed because credentials are invalid ---> Microsoft.Crm.Passport.IdCrl.IdCrlException: LogonIdentityExWithUI()

    Windows Live ID 6.5 is installed; Install right version of Microsoft Online Services Sign-In Assistant for IT Professionals RTW incorrecta: www.microsoft.com/.../details.aspx

    Steps:

    1.- Uninstall Microsoft Online Services Sign-in assistant y Windows Live ID 6.5 (it these are installed)

    2.- Reboot computer.

    3.- Download and Install Microsoft Online Services Sign-in Assistant

    www.microsoft.com/.../details.aspx

    4.- Configure CRM Outlook

    It is recommended to keep updated CRM Outlook:

    1. Install CRM Outlook in desired language:

    2. Update CRM Outlook: support.microsoft.com/.../3036179

    3. Update Email Router if applicable

    CRM 2013 last update is Service Pack 1 Rollup 2

    Run Cal Check Microsoft tool to clean corrupt appointments and improve performance for CRM Outlook, CRM Online and Outlook:

    www.microsoft.com/.../details.aspx

    Best Regards,

  • Community Member Profile Picture
    Community Member on at

    Thanks guys,

    I managed to fix it by restarting the computer, clearing cache and %temp% folder, deleted all 'Manage network password' passwords, and then reconfigured CRM for Outlook.

    This happens quite a bit, when our users use their laptop while there is no internet and when there is internet again, CRM doesn't come back up. What is the fix for this?

    Cheers,

    C

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