2011 Outlook Client runtime error RRS feed

  • Question

  • I have the outlook client installed an running perfectly on my machine. Another user at my org is trying to install. The installation completes successfully. We open out look and get an error:

    Header: Custom UI Runtime Error in Microsoft Dynamics CRM

    Body: An error occurred while calling the callback: "HrExplorerGroupGetVisible"

    Options: OK or OK to All

    Once I click OK to all it loads the add-on but the Home, Send/Recive, Folder, and View tabs are missing. This renders Outlook usless. I have tried to reinstall the add-on but it continues this same issue. Is there any compatibility issue with other Outlook add-ons? This is Outlook 2010 32-bit.

    Wednesday, March 16, 2011 8:26 PM


All replies

  • HI Joe,

    CRM 2011 is supporting Outlook 2010 x64 and 32bit so this is not a problem. To find more information about client issue you need to run a client trace by selecting:

    Configuration Wizard -> Diagnostics -> Support Mode  this will generate a big detailed file with log of every step and I'm sure it will be more information to diagnose problem.


    My Dynamics CRM Blog: http://bovoweb.blogspot.com
    Thursday, March 17, 2011 10:41 AM
  • Thanks for the response. I have turned on tracing on the client computer. The steps were open the diagnostics utility --> Advanced Troubleshooting --> Tracing. Can I post my trace log here for some additional help?
    Friday, March 18, 2011 5:37 PM
  • Hi,
    I am experiencing a similar problem.  But I am running CRM4 On-Premise with Outlook 2010 32 bit on Win7 64 bit machine.  I have multiple account setup with my local outlook and it seems the error message happens when I am not using my default e-mail account.

    Hearder: Custom UI Runtime Error in Microsoft Dynmaics CRM

    Body: An error occurred while calling the callback: "HrGroupGetVisible".

    Any idea?


    Tuesday, March 29, 2011 2:03 PM
  • Joe, did you have any luck in resolving this matter.  I am experiencing the same issue.  One user works fine the other receives the error message you list.  Support has tried but nothing has worked.
    Friday, April 1, 2011 10:39 PM
  • Hello there!!

    A question for you: did you install at any point in time Office 2010 Beta in this machine? If so, the following article could be useful.


    Please let me know if the above fix does not solve your problem.


    Rafael Tello Cabrales
    Dynamics CRM Outlook Client

    Thursday, April 7, 2011 8:52 PM
  • Thanks for the feedback Raf.  I have deleted the reg and restarted outlook about 10 minutes ago, so far so good, nothing breaks!  will monitor and let you know.

    Tuesday, April 12, 2011 12:18 PM
  • No luck. This did not fix anything. I am still experiencing the error.
    Friday, May 13, 2011 3:03 PM
  • I am running CRM 2011 64-bit everything with no problems, however some of my workstations are Office 2010 32-bit, XP SP3 (32-bit) and I am having trouble. The Outlook add-in loads, and the tree is displaying, yet no records appear in the windo. The ribbon bar changes approprately, and I can even add records, but nothing shows in the window.

    FYI - we were told by Microsoft that the clients had to be either all 64-bit or all 32-bit. If the workstation is 64-bit, then Outlook has to be 64-bit. So our XP SP3 32-bit workstations have 32-bit Outlook 2010.


    -M. Wiley
    Thursday, October 27, 2011 8:25 PM
  • Hi Mark!

    I just circled back here; your issue is certainly a different one. Given that we might need to look at your traces, it would be best to contact support directly.

    I wish I could be of further help here.

    Rafael Tello Cabrales
    Microsoft Dynamics CRM - Outlook Client

    Monday, October 31, 2011 7:24 PM