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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Documentation for CRM ...
Microsoft Dynamics CRM (Archived)

Documentation for CRM 2011 diagnostics

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Posted on by RT_GUY 65


Forum Members,

I was recently asked to help support the CRM application.

We are using CRM 2011 in an Outlook 2010 environment. We are constantly having issues with the application crashing or exiting without providing any error codes or reason for doing so. I've been scanning the forums looking for help and I keep seeing articles where people reference CRM 2011 Diagnostics.  I even found an article that offered a synopsis of what the tool can do and it looks like its just what we need to troubleshoot these mysterious crashes.

Here's my dilemma....

I cannot locate any documentation on how to use the diag tool?  I can see that it has been installed as part of our roll out but nothing that tells me how to use and or configure it.

Does anyone have a link to a configuration document for this diagnostic tool?

Thanks in advance!   

 

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  • Mohammad Atif Profile Picture
    Mohammad Atif on at

    Hi Rt,

    Is this what you are looking for :crmdiagtool2011.codeplex.com

    Thanks,

    Mohammad

  • RT_GUY Profile Picture
    RT_GUY 65 on at

    Mohammad,

     

    Thanks for the quick reply.  

    While its a step in the right direction it's not exactly what I'm looking for. What we need is more of a "How to" guide. By any chance do you have access to anything like that?

    Thanks for trying to help!

     

     

  • Mohammad Atif Profile Picture
    Mohammad Atif on at

    Hi RT,

    The steps to run the CRM Diag tool are very straight forward and there are many blogs available on internet that how to use this tool.

    Are you looking for the information what information this tool collects from the CRM and other servers or you are looking for any other information which i am trying to understand.

    Please let me know and I will be happy to help you.

    Thanks,

    Mohammad

  • KevinDavisPE Profile Picture
    KevinDavisPE on at

    RT, is this on-premise or online? If on-premise please disregard. If online I have some input. The Outlook add-in is probematic. There is a MS checklist somewhere that tells you configuration steps like what trusted sites to have in IE and other items. I have been useing it for a year and 1/2 with Outlook 2003, 2007 and 2010. It causes outlook many issues if the CRM connection is not stable, has low latency and fast. MS has many ways and means to troubleshoot it with you but, CRM will rarely tell you directly whats wrong. The Microsoft Dynamics CRM Diagnostics in the program files (Tracing) will only assist if you have MS decipher it. They also have other diagnostic tools. Look in the computer event logs for application errors with a source of "MSCRMAddin". Event ID's such as 5972 and 5922 are common and MS support can assist. The problem is when the CRM add-in goes bad it is often easier to re-image the entire box instead of working with the user and MS for hours and hours or days and days to try to fix the problem. Having said that MS has fixed numerous issues for me including one special patch they came up with for my specific users problem. Make sure Outlook | CRM | Help | About is patched to the most current RollUp.  Outlook 2007 is at 5.0.9688.1561 and 5.0.9690.2165. They have released UR7 now. You must enlist MS assistance as there doesnt seem to be any good diagnostics for non-MS field technicians available that I am aware of. The add-in is great when its working, but can make Outlook dis-functional if not working. I discourge our users from useing it unless their main function is Outlook/CRM e-mail activity regarding. About 30 of our 40 users need this function. Good luck.

  • Verified answer
    RT_GUY Profile Picture
    RT_GUY 65 on at

    Kevin,

     

    Wow! It sounds like you've shared our pain!

    In our frustration to get these people back up and running we've resorted to what you've suggested (re-imaging their PC's). They run fine for a few weeks and then the CRM problems start to creep back in again. Initially we'll remove and replace their user profiles which works for a short time.  Then we do a clean uninstall and Re-install of the CRM product. when the crashes get to be really bad, we re-image.

    Thank you all for the input! I think I'm going to pursue what Kevin suggests and get Msoft involved directly.

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