CRM 2013 Outlook address book sorting wrong

(0) Share

Report

Posted on by Alan Smith

OK, in the recent past I've seen issues on our Outlook 2010 (32 bit) clients with the CRM 2011 Outlook client installed where the CRM contact address book within Outlook is not sorted correctly. This seems to have occurred when UR15 was automatically installed via Windows Update.

We're now on CRM 2013 and I'm seeing a similar-ish issue with the CRM address book visible within Outlook. Just to be clear, I'm just talking about the CRM Outlook address book (visible when you click on the To: button when composing a message, for example). The first entry visible isn't our first contact (in the case at hand it starts with those with last names beginning with O rather than A. This means you can't search for a contact via that address book, etc.

Our clients are a mix of 32 bit and 64 bit Windows 7, all with Office 2010 32-bit installed.

Previously I seem to have been able to get this fixed with the CRM 2011 Outlook client by:

1. removing the configured CRM organization.

2. Remove the MSCRM folders within appdata\local\Microsoft and appdata\roaming\Microosft.

3. Remove all CRM 2011 Outlook installed updates (UR 14)

4. Remove the CRM 2011 Outlook client completely.

5. turn off receiving Microsoft updates within Windows Update

6. stop and disable the Windows Update service.

7. Reinstall CRM 2011 Outlook client.

8. When prompted, say "NO" to using Microsoft Update.

9. Install UR 14 update.

10. That's what I did and it generally worked and got me back to a properly sorted address book.

Now with CRM 2013, that doesn't seem to work. Same sort of situation, though, the features within Outlook are working EXCEPT the address book is sorted incorrectly. Even following the outline of steps above (using the 2013 client instead) don't seem to clear up the mis-sorted address book.

I did have cases open with MS CRM support for the 2011 Outlook client issue and they had me do much registry surgery etc. in addition to the above steps which I hesitate to do on many computers. It's a pain.

Anyone seen this in the CRM 2013 Outlook client and know a good / sure fire / easy solution for the missorted address book?

Thanks much,

Alan Smith

*This post is locked for comments

I have the same question (0)

All responses (10)

Answers (0)

Robinson Moses on at

Like (0)

Report

Hello Alan,

I know this issue and I have seen this issue before. Please let me know the number of contacts that you have in CRM.

Thanks,

Rob Moses

Was this reply helpful? Yes No
Alan Smith on at

Like (0)

Report

Rob;

About 30,000 contacts I believe.

Was this reply helpful? Yes No
Alan Smith on at

Like (0)

Report

Hi, Rob;

Any update on what we can do to correct the mis-sorted CRM address book visible in Outlook 2010?

Thanks,

Was this reply helpful? Yes No
Alan Smith on at

Like (0)

Report

Hello again, Rob;

Just wondering if you've got any pertinent information about this mis-sorting issue with our CRM address book inside Outlook.

Thanks in advance,

Was this reply helpful? Yes No
Robinson Moses on at

Like (0)

Report

Hello Alan,

I apologize for the late reply.

Yes I have seen this issue but I was able to replicate this issue just one time when I had imported 100,000 contacts into CRM. I believe the issue is not there in CRM UR 13 or UR 12.

You can try downgrading your CRM Server to UR 12 or 13 for the time being, better try this on a test server if you have,

Thanks,

Rob Moses

Was this reply helpful? Yes No
Alan Smith on at

Like (0)

Report

Hmm. Thanks for the reply. We’re using CRM Online not on-premises, now upgraded to 2013 for about a month.

Was this reply helpful? Yes No
Robinson Moses on at

Like (0)

Report

Hello Alan,

I have not seen this issue in CRM 2013 ever, Please make sure that you have installed the UR 1 on CRM for Outlook.

If that does not help, please open up a case with the CRM online team.

Thanks.

Rob Moses

Was this reply helpful? Yes No
Stephen Underwood 10 on at

Like (0)

Report

I am having the same issue. Any luck figuring out the problem?

CRM 2013 - Outlook Client - To: CRM Contacts Sorting Problem

Was this reply helpful? Yes No
Alan Smith on at

Like (0)

Report

No, unfortunately. I haven't yet taken the time to open another support incident related to this. I guess that I will have to do it though.

Was this reply helpful? Yes No
Stephen Underwood 10 on at

Like (0)

Report

I had a glimpse of proper sorting by deleting the two cache files from Roaming\Microsoft\MSCRM\Client\

emailcache.sdf

outlooksynccache.sdf

They regenerate and the problem comes back, so wherever they are being synced from (Microsoft) or regenerated by that is the issue imo...

Stephen Underwood

Was this reply helpful? Yes No