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Outlook client fails to connect to CRM online environment (Attempt to retrieve user's upn (user principle name) failed) RRS feed

  • Question

  • Hello all,

    I have a set of clients who have the client installed and connect to our MS CRM ONLINE environment.

    One of the clients fails to connect and I'm kinda desperate now..

    [2012-09-21 09:10:33.440] Process:Microsoft.Crm.Application.Outlook.ConfigWizard |Organization:00000000-0000-0000-0000-000000000000 |Thread:   11 |Category: Application.Outlook |User: 00000000-0000-0000-0000-000000000000 |Level: Verbose |ReqId:  | ClientAuthProvidersFactory`1.RetrieveUserCredentialsAndSignIn
    at ClientAuthProvidersFactory`1.RetrieveUserCredentialsAndSignIn(Uri endPoint, Credential credentials, Form parentWindow, Boolean retryOnError, IClientOrganizationContext context)
    at ClientAuthProvidersFactory`1.SignIn(Uri endPoint, Credential credentials, AuthUIMode uiMode, IClientOrganizationContext context, Form parentWindow, Boolean retryOnError)
    at DeploymentInfo.LoadOrganizations(AuthUIMode uiMode, Form parentWindow, Credential credentials)
    at DeploymentsInfo.InternalLoadOrganizations(OrganizationDetailCollection orgs, AuthUIMode uiMode, Form parentWindow)
    at DeploymentsInfo.LoadOrganizations(AuthUIMode uiMode, Form parentWindow)
    at ServerForm.LoadOrganizations(Boolean forceUI)
    at ServerForm.<InitializeBackgroundWorkers>b__0(Object sender, DoWorkEventArgs e)
    at BackgroundWorker.OnDoWork(DoWorkEventArgs e)
    at BackgroundWorker.WorkerThreadStart(Object argument)
    at StackBuilderSink._PrivateProcessMessage(IntPtr md, Object[] args, Object server, Int32 methodPtr, Boolean fExecuteInContext, Object[]& outArgs)
    at StackBuilderSink.AsyncProcessMessage(IMessage msg, IMessageSink replySink)
    at AgileAsyncWorkerItem.DoAsyncCall()
    at AgileAsyncWorkerItem.ThreadPoolCallBack(Object o)
    at QueueUserWorkItemCallback.WaitCallback_Context(Object state)
    at ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean ignoreSyncCtx)
    at QueueUserWorkItemCallback.System.Threading.IThreadPoolWorkItem.ExecuteWorkItem()
    at ThreadPoolWorkQueue.Dispatch()
    at _ThreadPoolWaitCallback.PerformWaitCallback()
    >Creating a client authentication form.
    [2012-09-21 09:10:35.733] Process:Microsoft.Crm.Application.Outlook.ConfigWizard |Organization:00000000-0000-0000-0000-000000000000 |Thread:   11 |Category: Application.Outlook |User: 00000000-0000-0000-0000-000000000000 |Level: Error |ReqId:  | ClientAuthConfiguration.TryGetContextUserUpn
    at ClientAuthConfiguration.TryGetContextUserUpn(String& value)
    at ClientAuthForm..ctor(Credential credentials, Boolean allowPhysicalStore, PassportConfiguration passportConfig, Uri endPoint, IClientOrganizationContext context)
    at ClientAuthProvidersFactory`1.RetrieveUserCredentialsAndSignIn(Uri endPoint, Credential credentials, Form parentWindow, Boolean retryOnError, IClientOrganizationContext context)
    at ClientAuthProvidersFactory`1.SignIn(Uri endPoint, Credential credentials, AuthUIMode uiMode, IClientOrganizationContext context, Form parentWindow, Boolean retryOnError)
    at DeploymentInfo.LoadOrganizations(AuthUIMode uiMode, Form parentWindow, Credential credentials)
    at DeploymentsInfo.InternalLoadOrganizations(OrganizationDetailCollection orgs, AuthUIMode uiMode, Form parentWindow)
    at DeploymentsInfo.LoadOrganizations(AuthUIMode uiMode, Form parentWindow)
    at ServerForm.LoadOrganizations(Boolean forceUI)
    at ServerForm.<InitializeBackgroundWorkers>b__0(Object sender, DoWorkEventArgs e)
    at BackgroundWorker.OnDoWork(DoWorkEventArgs e)
    at BackgroundWorker.WorkerThreadStart(Object argument)
    at StackBuilderSink._PrivateProcessMessage(IntPtr md, Object[] args, Object server, Int32 methodPtr, Boolean fExecuteInContext, Object[]& outArgs)
    at StackBuilderSink.AsyncProcessMessage(IMessage msg, IMessageSink replySink)
    at AgileAsyncWorkerItem.DoAsyncCall()
    at AgileAsyncWorkerItem.ThreadPoolCallBack(Object o)
    at QueueUserWorkItemCallback.WaitCallback_Context(Object state)
    at ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean ignoreSyncCtx)
    at QueueUserWorkItemCallback.System.Threading.IThreadPoolWorkItem.ExecuteWorkItem()
    at ThreadPoolWorkQueue.Dispatch()
    at _ThreadPoolWaitCallback.PerformWaitCallback()
    >Attempt to retrieve user's upn (user principle name) failed. Exception type:System.DirectoryServices.AccountManagement.PrincipalServerDownException
    Message:The server could not be contacted.
    StackTrace:
       at System.DirectoryServices.AccountManagement.PrincipalContext.ReadServerConfig(String serverName, ServerProperties& properties)
       at System.DirectoryServices.AccountManagement.PrincipalContext.DoServerVerifyAndPropRetrieval()
       at System.DirectoryServices.AccountManagement.PrincipalContext..ctor(ContextType contextType, String name, String container, ContextOptions options, String userName, String password)
       at System.DirectoryServices.AccountManagement.PrincipalContext..ctor(ContextType contextType)
       at System.DirectoryServices.AccountManagement.UserPrincipal.get_Current()
       at Microsoft.Crm.Outlook.ClientAuth.ClientAuthConfiguration.TryGetContextUserUpn(String& value)

    ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------

    Error| Error connecting to URL: https://disco.crm.dynamics.com/XRMServices/2011/Discovery.svc Exception: Microsoft.Crm.CrmException: Logon failed because credentials are invalid ---> Microsoft.Crm.Passport.IdCrl.IdCrlException: LogonIdentityEx()

       at Microsoft.Crm.Passport.IdCrl.OnlineServicesFederationLogOnManager.LogonOrgId(String policy, String partner, LOGON_FLAG logonFlag)
       at Microsoft.Crm.Passport.IdCrl.OnlineServicesFederationLogOnManager.Logon(String userName, String password, String partner, String policy, String& memberName)
       at Microsoft.Crm.Outlook.ClientAuth.PassportAuthProvider`1.SignIn()
       --- End of inner exception stack trace ---
       at Microsoft.Crm.Outlook.ClientAuth.PassportAuthProvider`1.SignIn()
       at Microsoft.Crm.Outlook.ClientAuth.ClientAuthProvidersFactory`1.SignIn(Uri endPoint, Credential credentials, AuthUIMode uiMode, IClientOrganizationContext context, Form parentWindow, Boolean retryOnError)
       at Microsoft.Crm.Application.Outlook.Config.DeploymentsInfo.DeploymentInfo.LoadOrganizations(AuthUIMode uiMode, Form parentWindow, Credential credentials)
       at Microsoft.Crm.Application.Outlook.Config.DeploymentsInfo.InternalLoadOrganizations(OrganizationDetailCollection orgs, AuthUIMode uiMode, Form parentWindow)
    09:00:33|  Error| Error connecting to URL: https://dev.crm.dynamics.com/XRMServices/2011/Discovery.svc Exception: System.ServiceModel.Security.MessageSecurityException: An unsecured or incorrectly secured fault was received from the other party. See the inner FaultException for the fault code and detail. ---> System.ServiceModel.FaultException: An error occurred when verifying security for the message.
       --- End of inner exception stack trace ---

    If anybody could help me out I would be very grateful.

    Thanks in advance.
    Robin


    • Edited by RobinDB Wednesday, September 26, 2012 8:10 PM
    Wednesday, September 26, 2012 8:02 PM

All replies

  • Hi Robin,

    There are severial reason can cause this failure.

    1. First, check this account can log into CRM system by IE.

    2.Check it email name about him/her to see if it has a special char like apostrophe and so on.

    3.The user would get an invitation email for his account, he should verify the email first for the sign in.

    Wilson

    Friday, September 28, 2012 6:32 AM
      • Yes.
      • No special characters in it.
      • The account is verified

    Robin

    Friday, September 28, 2012 6:36 AM
  • Can another, 'known good' user account authenticate from that machine?  If not, the LiveID settings in the registry might have been altered on that machine...
    Friday, September 28, 2012 11:20 PM
  • Hi,

    Please go through the following link which will be helpful for the outlook troubleshooting,

    http://inventcrm.wordpress.com/2012/07/25/microsoft-dynamics-crm-2011-outlook-configuration-troubleshooting-wizard/


    Thanks & Regards, MS CRM Consultant, V.Surya. My Blog: http://inventcrm.wordpress.com/

    Monday, October 1, 2012 4:52 AM
    Answerer