We have a Windows 10 64-bit with two user profiles using the same underlying CRM 2016 Outlook 2010 Add-Ins) in an On-Prem CRM environment. The Windows 10 64-bit runs these two user profiles in a Outlook 2010 is 32 bit environment.
One profile works as expected. The other profile does not. The "good" profiles shows the "Track" and "Set Regarding" Button in the ribbon. In the "bad" profile, the word "Track" does not appear, and the "Set Regarding" does not work when clicked. So for example, the bad profile looks like this:
We conducted a full uninstall and reinstall of the CRM 2016, including deleting all subfolders in the bad profiles USERPROFILE in both Local and Roaming; deleting the MSCRM subfolder under %PROGRAMFILES%; deleting all references to Microsoft Dynamics CRM, MSCRM, crmaddin.Addin where ever they were located in the registry. We went through the following steps as it related to CRM 2016 in the following:
http://community.dynamics.com/crm/f/117/t/103955
We also uninstalled / reinstalled the following related programs
Microsoft Report Viewer 2012 Runtime
Microsoft SQL Server Compac 4.0 SP1 x64 ENU
Microsoft System CLR types for SQL Server 2012
All MS Visual Studio C++ Redistributables for all years and version
Microsoft Visual Studio 2010 Tools for Office Runtime
Also, we deleted the following from the bad profile:
Further, we started with one install logged in under the good profile. Then when we went to the bad profile, where it did not work (i.e. Add-In was available but non-functional) Also, we installed under the bad profile and then when logged in under the good profile, the Add-in was available for the good. So, whether the install occurred logged in under one profile or another, profile for user #2 (the "bad") always incurred the same behavior. Between Uninstalls and Reinstalls, there was a restart of the computer. There were no error messages during the install in either case.
The following Add-Ins Installation were used, in the following sequence.
CRM2016-Client-ENU-i386 (Main #1)
Microsoft Dynamics CRM Family
File version 8.0.0.1088
Product version 8.0.0000.1088
CRM2016-Client-KB3133963-ENU-I386 (Update #2)
Microsoft Dynamics CRM Family
File version 8.0.1.79
Product version 8.0.0001.0079
Both Add-ins were used the following:
C:\Program Files(x86)Microsoft Dynamics CRM\Client\bin\crmaddin.dll
Both profiles used the same settings in Personal Options in CRM:
User-->Options-->Set Personal Options-->Email-->Select the email messages to track in Microsoft Dynamics CRM-->Track-Email messages in response to CRM email
Both profiles use the same version of MS Outlook 2010
Microsoft Outlook 2010 (14.0.7169.5000) SP2 MSO (14.0.7166.5000)
Both profiles have not been altered in Active Directory. They are both over five years old.
After reinstall, we deactivated / reactivated all the Add-Ins with no difference.
We turned on the Outlook 2010 tracking feature, but there didn't seem to be anything useful in the logs. We did not check the Event Logs on the Windows 10 box.
The only piece of useful information we got was from running a CRM Diagnostics Trace on the bad profile and compared it a trace on the good profile. We clicked on the CRM icon buttons in Outlook to generate the log files on both profiles and compared the files . The bad profile had the following line where the good profile did not:
Process:OUTLOOK |Thread:12280 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | CAddin::raw_GetFormRegionManifest File: c:\bt\171112\r\86897c\src\core\application\outlook\addin\formregionstartup.h Line: 93
>hr = 0x80040220
We're guessing the "CAddin" is a clue, but we do not know where to begin to look for a solution. There is no subfile "bt" on the client machine nor the CRM server. After doing a C: DIR /S for any of the folders on the Windows 10 box , nothing was found. We do not know where this file might correlate to the regedit. Because of any lack of troubleshooting guidelines for this, we've resorted to searching under the regedit root on Windows 10 which has been freezing the regedit screen. So, we don't know what we're looking for.
Numerous searches online doesn't pull up any useful information under the bad profiles CAddin::raw_GetFormRegionManifest ....hopefully someone in this forum will be able to help. The question, to wit, why one profile has CRM 2016 Outlook 2010 Plug-In Available and functional while the other one does not, with the same underlying install process, programs and install sequence which has been consistent in working on one and not the other ? Hopefully the Trace Log lends a clue on how to correct this ...any help would be greatly appreciated.... Thanks.....
