Outlook Add-in for CRM Online doesn't connect on some PCs

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I’ve installed CRM 2011 Online for Outlook 2010. On most PCs the configuration wizard won’t connect. On the PCs that the wizard does connect, I can disconnect, change UID without any difficulty so it seems that there’s something specific to a PC that has to be done to enable the Add-in. The error I get is:

Cannot connect to Microsoft Dynamics CRM server because we cannot authenticate your credentials. Check your connection or contact your administrator for more help.

I've searched this issue on the forum, but among the many posts I've not found a solution. I can’t figure out what that is and would greatly appreciate any suggestions.

Thank you.

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Neil Benson 7,369 User Group Leader on at

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Have you tried the troubleshooter?

rc.crm.dynamics.com/.../outlook-troubleshooting.aspx

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Colin West 65 on at

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Yes, I've stepped through the troubleshooter and I've tried the suggestions. It didn't help me :(

I know I have the latest/correct Outlook Add-in for CRM Online on all the PCs. Some connect, some do not. Even a new laptop straight off the shelf with Windows 7 won't connect!

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LiveBomb 710 on at

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Hello,

I do not know if it is right way, but do you tri configure your firewall?

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Colin West 65 on at

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No. I can't see any one session being inhibited for a PC and not for another when they're going through the same Sonicwall. Besides, even a new laptop outside the firewall can't reach CRM Online.

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Laura Mortick on at

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Have you checked this out? I think that this typically resolves that particular error for us.

support.microsoft.com/.../2682528

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Colin West 65 on at

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Thank you Laura. After installing Windows Live ID Sign-in Assistant, the Configuration Wizard received a challenge from CRM Online. However, the user's credentials aren't authenticating, which is presumably another part of the puzzle (for me). Any further suggestions?

Thank you.

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Laura Mortick on at

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No, it seems like we had to open a ticket wtih Microsoft when that didnt work for us. also, make sure all updates for Outlook have been installed and that they are on the most current roll up for CRM. Sorry I could not be more help...

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Community Member on at

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Here are the steps that I followed to get the Outlook CRM Online Add-in to authenticate users. This might be overkill, but it should help others.

Control Panel/Credential Manager. Remove ALL entries.

IE/Tools/Internet options. Delete browsing history—Check all items click Delete

IE/Tools/Security/Trusted Sites. Delete all. Add *.crm.dynamics.com and *.microsoft.com

IE/Tools/Advanced. Click Restore advanced settings. Click Reset.

Open configuration Wizard, choose CRM Online, click Test Connection, which should fail.

Click the error window and you should receive a challenge from CRM Online

Enter the UID and password for CRM, which should (now) be accepted.

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TetrisRanger 5 on at

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FYI I finally got this working after hours of troubleshooting. My problem was with the PC time being out of Sync. To fix follow these steps.

Click Start, click Control Panel, click Clock, Language, and Region, and then click Date and Time.

In the Date and Time dialog box, click the Internet Time tab, and then click Change Settings.

Click to select the Synchronize with an Internet Time Server check box, select a time server, click Update Now, and then click OK.

Boom. Fixed!

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Neil Benson 7,369 User Group Leader on at

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I'm glad you got this fixed. This is a commonly known issue so I'm sorry it took you so long to track it down and resolve it. It's the second suggestion provided in the CRM for Outlook troubleshooter I suggested a few months back: rc.crm.dynamics.com/.../outlook-troubleshooting.aspx.

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