Outlook CRM client freezes / hangs Outlook

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We started using CRM about 6 months ago. Ever since the start we have had issues with our remote users having a problem with the CRM client causing Outlook to freeze up. This only happens on our remote users. These user are people that will be connecting from their home network over connections like Comcast. We do not have any issues with any of the users that are working in the office on the same LAN as the Exchange server.

We are using CRM Online with Exchange 2010 On-Premise and all the clients are Outlook 2010 with CRM 2015 client installed. The CRM Email Router is installed directly on the Exchange server.

We know that the problem is with the CRM client. If a user is experiencing the issue, I can go in and disable the CRM add-in and then open Outlook and everything works fine. If I re-enable the CRM add-in then Outlook starts freezing up again.

All of the laptops that are having the issue are Windows 7, i3 processor, 64-bit with at least 4 GB of RAM. Outlook on the users computer is configured to connect over HTTP to Exchange.

I would appreciate any help or advice. The software was purchased by upper management and installed by a third party. Now they expect me to support it and I have no idea why this is happening.

Thanks,

Keith

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Victor Crespo on at

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Hello Keith

Is the Update 0.1 for Dynamics CRM 2015 installed on the computers?

If not, please install it. Some performance issues for CRM for Outlook 2015 are solved by applying this update.

You can find the update in this link:

https://support.microsoft.com/en-us/kb/3010990

Thank you for using Microsoft Dynamics Communities

Victor Crespo

Support Engineer | Dynamics CRM Online Support

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Victor,

Thank you for the suggestion. Sorry it took so long to respond. We installed the update 0.1 on one of the affected computers and it made no change. The user is still experiencing the "freezing" in Outlook. We have disabled the CRM add-in again and Outlook is working fine again.

Any other suggestions?

Thanks,

Keith

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Just to add to this thread, we're using CRM 2013 with the Outlook 2013 CRM Add-In within a XenApp 7.6 environment and we have this issue frequently.

We often find that users' outlook freezes for up to 10 minutes. Sometimes there is a message afterward regarding CRM Synchronization, but more often than not it just starts working again after a period of time.

All our servers are on-premise and on a GB backbone so there are no connection issues.

Very frustrating!

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Joe Woltering 12,163 on at

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BMP,

This is our exact environment too. Has there been any update to this? Is Microsoft doing anything at all to address this issue? We are considering dropping the product as it is practically unusable in this state.

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It still happens, for some users more than others. Very frustrating! I think the XenApp environment contributes to the issue, but you'd think they would have sorted it out by now.

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Joe Woltering 12,163 on at

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Did you have any success BMP?

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Nope! We still have the same issues. The CRM add on is actually stopping us from upgrading to Office 2016 too, as it isn't compatible. This is crazy. We will be migrating to CRM Online & Office 365 soon and apparently this will allow us to stop using the add on. We will see.

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Joe Woltering 12,163 on at

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Unfortunate. Thanks for the update.

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Did you ever get this resolved? I have this issue and it looks like IE is causing it to freeze when it opens up an iFrame within outlook. Very frustrating. Tried a million different suggestions, none made the slightest bit of difference.

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We are experiencing the same thing with Dynamics CRM 365 and the 2016 version of the Outlook plug-in. Has anyone found a solution for this?

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