Hi Everyone,
I have a strange issue with at least one user in CRM and I suspect another but have not been able to confirm yet. The second user is working from home today and has only described the problem in email, I have not had a chance to attempt to diagnose problems individually on her machine to see if the issue is the exact same. They are also a bit of a "Chicken Little" user so I tend to view any of their claims of failures with a very suspicious eye. Especially when its an issue they have heard about people having.
As a little background we are doing an Exchange migration as well as having just performed a migration from CRM 2011 to 2015.
We had CRM 2015 successfully configured on this persons computer (Office 2013) and because of some complications in our exchange migration, (of which I can't really speak to, I am not the lead on, or involved at all really, with that project) we had to create a new profile within outlook for users after their mailboxes were migrated, and some users have required a reinstallation of outlook to get access to their mailbox on the new server. This particular user was in the latter category.
Since this process her CRM 2015 icons in outlook are greyed out. I attempted reconfiguring the organization, uninstalling and reinstalling the CRM plugin, and the entire office 2013 suite. I used the Diagnositc wizard to attempt to delete CRM cache, I have reset internet explorer to it's default settings and cleared all the cache. I had also renamed any folders associated with outlook and CRM in appdata to foldername_old (in the past this has helped me resolve some strange issues involving outlook) and no matter what the icons are greyed out.
The CRM organization appears in the lefthand navigation column of outlook but when I attempt to navigate to it the main pane displays "CRM Disconnected" with a "Sign in" button. I click on the Sign in button and it says "CRM is trying to connect" and just sits there. Generally at this point outlook locks up.
The user IS able to browse to the web page and when configuring the mail server I did not use Auto Discover and entered the https://url.myorganization.com/EWS/Exchange.asmx. This URL is now pointing to our new server and sychronization tests succeed and my outlook plug in continues to function.
After alot of troubleshooting involving checking server times, checking security priveleges, and other such things I had gotten nowhere. In frustration I got out an old Loaner laptop put a fresh image on it. Had the user log in and I configured outlook and the CRM plug in on that computer. (The ultimate goal was for me to say something along the lines of "Look, I can work on this for hours and hours or I can re-image the laptop overnight, and have it ready for you first thing in the AM." Well the same thing happens on this new laptop.
I am inclined to think it's some kind of server setting associating the CRM plug in to be used with that specific Outlook profile but I can't see what.
Something else that is curious and potentially related is that somehow this user seems to be syncing a gaggle of (useless) contacts into CRM. (I mean thousands and the dupes... oh the dupes!!!) Which does not seem to be happening for other users. I wonder if maybe her plug in is attempting to sychronize a massive amount of old data and that could be causing a connectivity issue with her. If it's unrelated I can figure that out later but I thought it may be worth mentioning.
Does anyone have any suggestions?
Thank you for your time and any advice or suggestions you have to offer.
*This post is locked for comments
I have the same question (0)
