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Dynamics for Outlook v9 - Can't connect to CRM URL on install. If already installed buttons greyed out.

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Posted on by JMAtoms 125

Had some users yesterday report their Dynamics for Outlook buttons are greyed out.  Upon reinstalling the applicataion from here: https://www.microsoft.com/en-us/download/details.aspx?id=56972 users get the following error:

pastedimage1611943022731v1.png

Viewing the log shows the following error message(s)  https://pastebin.com/bzQYZLND

:The specific error in the logs is:  10:58:17|  Error| Exception : Server was unable to process request.    at Microsoft.Crm.Application.Outlook.Config.ServerInfo.RunServerDiagnostics()

I've read various threads.  Users are able to get into the web interface of the CRM and use it as normal.  Time settings are sync'd to NTP servers properly.  I'm not aware of any TLS issues.  Users have the Dynamics 365 App for Outlook security role assigned.  

I've gone as far as attempted to submit a support ticket.  However the Office365 help directs you to PowerPlatform help, and upon trying to submit a ticket there I cannot find a category for which this fits.

  • Suggested answer
    JaydenPerez17 Profile Picture
    JaydenPerez17 112 on at
    RE: Dynamics for Outlook v9 - Can't connect to CRM URL on install. If already installed buttons greyed out.

    I dont know if you ever got the answer for this issue.

    I was experiencing similar for our environment, and found this solution:

    support.microsoft.com/.../-there-is-a-problem-communicating-with-the-microsoft-dynamics-365-server-error-occurs-when-configuring-microsoft-dynamics-365-for-outlook-69198be6-fd4a-0fb4-e972-30bc3570f134.

    The issue is geared loosely around TLS incompatibility, updating the client resolved the issue for us.

    Give it a try,

    Jayden.

  • Suggested answer
    LuHao Profile Picture
    LuHao 40,874 on at
    RE: Dynamics for Outlook v9 - Can't connect to CRM URL on install. If already installed buttons greyed out.

    Hi partner,

    Please note that Dynamics 365 for Outlook and Dynamics 365 App for Outlook are two different apps.

    Effective October 1 2020, the legacy Dynamics 365 for Outlook (also referred to as Outlook COM add-in) is retired. Customers must transition to the modern Dynamics 365 App for Outlook at the earliest. Microsoft will not provide support or any further updates (including security and critical updates) to the Outlook COM Add-in.

    Starting December 4, 2020 the legacy Dynamics 365 for Outlook (also referred to as Outlook COM add-in) will be removed and users will no longer be able to use Outlook COM add-in. This removal will happen by geographic location and follows the weekly release schedule.

    For further information and steps to make a smooth transition, download Dynamics 365 for Outlook (COM add-in) Playbook.

    The above content is from the Dynamics 365 for Outlook document.

    So I would recommend you use Dynamics 365 App for Outlook instead of Dynamics 365 for Outlook.

    Docs for Outlook App Deployment:

    https://docs.microsoft.com/en-us/dynamics365/outlook-app/deploy-dynamics-365-app-for-outlook

    This link provides detailed steps:

    https://stoneridgesoftware.com/how-to-install-the-dynamics-365-app-for-outlook/

    Here is the user guide:

    https://docs.microsoft.com/en-us/dynamics365/outlook-app/dynamics-365-app-outlook-user-s-guide

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