I, and another user and my company, are receiving an error message when attempting to link specific types of Outlook records to CRM using the CRM Add-in for Outlook. The error message only appears when using the "Track" or "Set Regarding"/"Set Parent" function from a view of records. Here is the specific error message:
At no point does the record appear to be linked to CRM. Also, if we open a specific record, try to use one of these functions, and save, nothing appears to happen. There is no error message, the CRM footer does not appear at the bottom of the record, and the CRM-related buttons in the ribbon do not change.
A few things worth nothing:
- I only experience the issue with Contacts. All other Outlook records can be linked to CRM without any issue.
- The other user at my company only experiences the issue with Appointments.
- In both our cases, Outlook records created via Outlook filters appear to be working just fine, even for the types we can't link to CRM. For example, I can create a contact in CRM, and my Outlook Filters create a contact in my Outlook that appears to be correctly linked to CRM.
- We are on-prem CRM 2011 Rollup 15 with the CRM 2011 Rollup 15 Outlook add-in.
- We do not allow offline access
Things we've tried without any success:
- Reconfiguring the CRM Outlook add-in
- Uninstalling and Reinstalling the CRM Outook add-in
- Reconfiguring the Outlook profile
- Switching out PC's
Here are the 2 trace files created by taking the following steps:
- Turn tracing on
- Highlighted a contact
- Click Set Regarding
- Double Click an account in the look-up dialog
- Click OK on the "The Presentation Description is Invalid" error message.
- Turn tracing off
crmaddin.log
OUTLOOK-Client.log
The only reference I can find to the error online suggests that the issues has something to do with user-defined fields. I, and the other user, have not purposely added any user-defined fields. However, I'm not sure if the user-defined fields that CRM uses would be useful. Just in case, here's a comparison of fields for a successfully linked contacts (that was created via Outlook filters), and the fields for a contact after it's produced the error.
User Defined Fields in this item:
User Defined Fields in folder:
I'm anyone can provide guidance as to how to remedy this issue, it would be greatly appreciated. Thanks!
