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Authentication Isse with Dynamics 365 App for Outlook (onPrem)

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Posted on by Dennis G

I ran into a problem with our production CRM system, specifically with the Dynamics 365 app for Outlook. Our setup was working fine until recently.

Now when someone opens the Dynamics 365 panel in Outlook or OWA (any browser), the panel starts loading and after about a minute seems to time out and display an error ("cannot connect").

After checking all network related options I started debuggin the Javascript to try to figure out at which point exactly the problem occurs. I found the following:

at some early point in the login process of the app, the embedded iframe sends an XHttpRequest to the following URL: https://<crmserver>/XRMServices/2011/Organization.svc/web?SdkClientVersion=7.0.0000
the server replies with an http status 401 (access denied). This seems to be intentional
Some Javascript code now processes the reply, specifically the http header "WWW-Authenticate". From the code I can derive that the heaeder's value is expected to look something like this: "bearer authorization_uri=<URL>, resource_id=<some ID>"
But the server sends this header with an empty value
This leads to an error, which seems to not be handled... leading to the timeout.

Does anyone have an idea what the problem might be?

Like I said, everything worked fine until about 2 weeks ago. At the time we updated the certificates of the CRM server and the ADFS server and had all available Windows updates installed. No changes to the CRM beyond that. We're using CRM on premise, current version: 8.2.10.24. I'm aware that there are newer patches and we plan to install them.

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Brandon Sambat on at

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RE: Authentication Isse with Dynamics 365 App for Outlook (onPrem)

Thanks Dennis, I am glad that you resolved the issue. Based on the information you provided I will sent this to our Support and Engineering teams as the documentation doesn't seem to include this scenario.
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Dennis G 25 on at

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RE: Authentication Isse with Dynamics 365 App for Outlook (onPrem)

Brandon, thanks for replying.

We actually figured it out yesterday: for security reasons all SSL certificates company-wide had been exchanged recently. Apparently this procedure disables the OAuth interface of Dynamics 365. That's what caused the authentication issue I described.
Brandon Sambat on at

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RE: Authentication Isse with Dynamics 365 App for Outlook (onPrem)

Hi Dennis, Thanks for using the Dynamics Communities. Apologies for the issue you are experiencing. This sounds like it is affecting multiple people. I would suggest going thru the following to test the Internal and External IFD docs.microsoft.com/.../dn609803(v=crm.8).

If you check and verify the Internal and External links are working correctly, you should create a Support Request for Dynamics Support. serviceshub.microsoft.com/.../contactsupport

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