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CRM for Outlook 2013 is crashing. Update Rollup 17 RRS feed

  • Question

  • A few of our Outlook 2013 are crashing with the Dynamics CRM plugin installed.

    We have Office 2013, 32 bit install on a 64bit/32bit version of windows. Windows 7 and Windows 8.

    Currently have the update Rollup 17 installed.

    I have on my machine, uninstalled it, removed all the folders and registry entries and then re-installed the plugin. This has not helped.

    It crashes very frequently so much that we need to disable the plugin so that Outlook keeps working.

    There are others using the same setup in the office, but it's not effecting all of us. About 3-4 people are being effected by this, and the rest 20 others are not having any problems.

    Below is a screen shot of the error:




    • Edited by Henryed07 Thursday, August 14, 2014 7:37 AM
    Wednesday, August 13, 2014 9:25 AM

All replies

  • Hi Henry,

    Thank you for using Microsoft Forums and Communities. I am sorry to hear that you run into this issue. I would like to recommend you as first thing to run the “Microsoft Dynamics CRM client for Outlook” diagnostic tool on the affected client machines available at home.diagnostics.support.microsoft.com/SelfHelp which will collect crash files and additional information. Based on these, some issues might get identified which will be documented in a report together with recommended steps to address them? If so, please go ahead and apply these steps. I addition I would recommend you to remove all the Outlook addins beside of the one for CRM (if any installed).

    Once this is done, please test again the performance of the clients. If the problem still occurs, please try to uninstall the CRM client again on one of the affected machines following the documented recommended steps at http://blogs.msdn.com/b/emeadcrmsupport/archive/2014/02/06/step-by-step-to-uninstall-the-dynamics-crm-outlook-client-successfully.aspx

    Please let us know if this helped you going forward.

    Thanks.

     

    Nina Peneva

    Support Engineer

    Microsoft Dynamics CRM

    Follow EMEA Microsoft Dynamics CRM Support on Twitter  https://twitter.com/MSDynCRMSupport


    Nina Peneva Support Engineer Microsoft Dynamics CRM Follow EMEA Microsoft Dynamics CRM Support on Twitter https://twitter.com/MSDynCRMSupport


    • Edited by nina.peneva Monday, August 18, 2014 3:21 PM
    Monday, August 18, 2014 3:19 PM
  • uninstall rollup and only leave ru15

    gruss Daniel Ovadia MBSS - Microsoft Dynamics CRM MCNPS

    Tuesday, August 19, 2014 9:26 AM
  • Hi

    Just ran that tool and got the information, what should I look at for the possible issue or can I send it to you?

    Pretty sure I have followed the steps on how to remove CRM completely, I can try following the steps, will do that now and see what happens.

    Henry


    Henry Edwards

    Tuesday, August 19, 2014 4:12 PM
  • Unable to uninstall any rollups

    Henry Edwards

    Tuesday, August 19, 2014 4:14 PM
  • Hi Henry,

    many thanks performing the steps and providing us an update. Once you have run the Diagnostics tools, you should be given an Report with checks done and possible issues if such identified. Can you confirm if you've got such report generated? If so, what were the results from it?

    Many thanks in advance.

    Regards,

    Nina 

    Microsoft Dynamics CRM

    Follow EMEA Microsoft Dynamics CRM Support on Twitter  https://twitter.com/MSDynCRMSupport


    Nina Peneva Support Engineer Microsoft Dynamics CRM Follow EMEA Microsoft Dynamics CRM Support on Twitter https://twitter.com/MSDynCRMSupport

    Wednesday, August 20, 2014 9:41 AM
  • Hi
    I have looked at the following reports: ResultReport.xml, but cannot see anything that stands out. Not sure what I am looking for?

    Not sure this means anything:

    1000 Application Error 8/14/2014 9:55:02 AM Application Faulting application name: OUTLOOK.EXE, version: 15.0.4641.1001, time stamp: 0x53d4919e Faulting module name: OUTLOOK.EXE, version: 15.0.4641.1001, time stamp: 0x53d4919e Exception code: 0xc0000005 Fault offset: 0x0036279d Faulting process id: 0x1d60 Faulting application start time: 0x01cfb794ca186817 Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE Faulting module path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE Report Id: acdb6777-2390-11e4-83ac-534e57000000
    1000 Application Error 8/14/2014 8:52:15 AM Application Faulting application name: OUTLOOK.EXE, version: 15.0.4641.1001, time stamp: 0x53d4919e Faulting module name: KERNELBASE.dll, version: 6.1.7601.18409, time stamp: 0x53159a86 Exception code: 0xe0434352 Fault offset: 0x0000c42d Faulting process id: 0x18d4 Faulting application start time: 0x01cfb794701786fb Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE Faulting module path: C:\Windows\syswow64\KERNELBASE.dll Report Id: e79fc880-2387-11e4-83ac-534e57000000
    17204 MSCRMTracing 8/14/2014 8:44:19 AM Application CrmTrace encountered an error. Additional Info:Error in LoadSiteWideSettings [Value cannot be null. Parameter name: input], Stack Trace :    at System.Environment.GetStackTrace(Exception e, Boolean needFileInfo)   at System.Environment.get_StackTrace()   at Microsoft.Crm.CrmTraceSettings.Load(String traceDirectory)   at Microsoft.Crm.CrmTrace.get_RefreshTrace()   at Microsoft.Crm.CrmTrace.Write(Guid orgId, TraceCategory traceCategory, TraceLevel traceLevel, Int32 skipFrames, String format, Object[] args)   at Microsoft.Crm.MiniDump.MiniDumpSettings.Create()   at Microsoft.Crm.MiniDump.CreateDumpInternal(MiniDumpReasons reason, Exception exception)   at Microsoft.Crm.Watson.ExceptionManager.ReportExceptionInternal(Exception exception, String assemblyName, String format, Object[] args)   at Microsoft.Crm.Watson.ExceptionManager.ReportException(Exception exception)   at Microsoft.Crm.UpdateWrapper.UpdateSetup.InternalMain(String[] args)   at Microsoft.Crm.UpdateWrapper.UpdateSetup.Main(String[] args) (Reporting Process:CrmUpdateWrapper, AppDomain:C:\Users\henry\AppData\Local\Temp\OWP3AC4.tmp\)
    17204 MSCRMTracing 8/14/2014 8:44:19 AM Application CrmTrace encountered an error. Additional Info:Error in LoadDeploymentSettings [Value cannot be null. Parameter name: input], Stack Trace :    at System.Environment.GetStackTrace(Exception e, Boolean needFileInfo)   at System.Environment.get_StackTrace()   at Microsoft.Crm.CrmTraceSettings.Load(String traceDirectory)   at Microsoft.Crm.CrmTrace.get_RefreshTrace()   at Microsoft.Crm.CrmTrace.Write(Guid orgId, TraceCategory traceCategory, TraceLevel traceLevel, Int32 skipFrames, String format, Object[] args)   at Microsoft.Crm.MiniDump.MiniDumpSettings.Create()   at Microsoft.Crm.MiniDump.CreateDumpInternal(MiniDumpReasons reason, Exception exception)   at Microsoft.Crm.Watson.ExceptionManager.ReportExceptionInternal(Exception exception, String assemblyName, String format, Object[] args)   at Microsoft.Crm.Watson.ExceptionManager.ReportException(Exception exception)   at Microsoft.Crm.UpdateWrapper.UpdateSetup.InternalMain(String[] args)   at Microsoft.Crm.UpdateWrapper.UpdateSetup.Main(String[] args) (Reporting Process:CrmUpdateWrapper, AppDomain:C:\Users\henry\AppData\Local\Temp\OWP3AC4.tmp\)
    17204 MSCRMTracing 8/14/2014 8:43:12 AM Application CrmTrace encountered an error. Additional Info:Error in LoadSiteWideSettings [Value cannot be null. Parameter name: input], Stack Trace :    at System.Environment.GetStackTrace(Exception e, Boolean needFileInfo)   at System.Environment.get_StackTrace()   at Microsoft.Crm.CrmTraceSettings.Load(String traceDirectory)   at Microsoft.Crm.CrmTrace.get_RefreshTrace()   at Microsoft.Crm.CrmTrace.Write(Guid orgId, TraceCategory traceCategory, TraceLevel traceLevel, Int32 skipFrames, String format, Object[] args)   at Microsoft.Crm.MiniDump.MiniDumpSettings.Create()   at Microsoft.Crm.MiniDump.CreateDumpInternal(MiniDumpReasons reason, Exception exception)   at Microsoft.Crm.Watson.ExceptionManager.ReportExceptionInternal(Exception exception, String assemblyName, String format, Object[] args)   at Microsoft.Crm.Watson.ExceptionManager.ReportException(Exception exception)   at Microsoft.Crm.UpdateWrapper.UpdateSetup.InternalMain(String[] args)   at Microsoft.Crm.UpdateWrapper.UpdateSetup.Main(String[] args) (Reporting Process:CrmUpdateWrapper, AppDomain:C:\Users\henry\AppData\Local\Temp\OWPE5F1.tmp\)
    17204 MSCRMTracing 8/14/2014 8:43:12 AM Application CrmTrace encountered an error. Additional Info:Error in LoadDeploymentSettings [Value cannot be null. Parameter name: input], Stack Trace :    at System.Environment.GetStackTrace(Exception e, Boolean needFileInfo)   at System.Environment.get_StackTrace()   at Microsoft.Crm.CrmTraceSettings.Load(String traceDirectory)   at Microsoft.Crm.CrmTrace.get_RefreshTrace()   at Microsoft.Crm.CrmTrace.Write(Guid orgId, TraceCategory traceCategory, TraceLevel traceLevel, Int32 skipFrames, String format, Object[] args)   at Microsoft.Crm.MiniDump.MiniDumpSettings.Create()   at Microsoft.Crm.MiniDump.CreateDumpInternal(MiniDumpReasons reason, Exception exception)   at Microsoft.Crm.Watson.ExceptionManager.ReportExceptionInternal(Exception exception, String assemblyName, String format, Object[] args)   at Microsoft.Crm.Watson.ExceptionManager.ReportException(Exception exception)   at Microsoft.Crm.UpdateWrapper.UpdateSetup.InternalMain(String[] args)   at Microsoft.Crm.UpdateWrapper.UpdateSetup.Main(String[] args) (Reporting Process:CrmUpdateWrapper, AppDomain:C:\Users\henry\AppData\Local\Temp\OWPE5F1.tmp\)
    1000 Application Error 8/14/2014 8:40:21 AM Application Faulting application name: OUTLOOK.EXE, version: 15.0.4641.1001, time stamp: 0x53d4919e Faulting module name: KERNELBASE.dll, version: 6.1.7601.18409, time stamp: 0x53159a86 Exception code: 0xe0434352 Fault offset: 0x0000c42d Faulting process id: 0x10ac Faulting application start time: 0x01cfb78d3f415f97 Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE Faulting module path: C:\Windows\syswow64\KERNELBASE.dll Report Id: 3e454b14-2386-11e4-83ac-534e57000000
    1002 Application Hang 8/14/2014 8:02:12 AM Application The program IEXPLORE.EXE version 11.0.9600.17239 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel. Process ID: 13c8 Start Time: 01cfb78d5bb70fe6 Termination Time: 16 Application Path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE Report Id: 
    35 SideBySide 8/14/2014 12:05:42 AM Application Activation context generation failed for "c:\program files (x86)\microsoft office\office15\lync.exe.Manifest".Error in manifest or policy file "c:\program files (x86)\microsoft office\office15\UccApi.DLL" on line 1. Component identity found in manifest does not match the identity of the component requested. Reference is UccApi,processorArchitecture="AMD64",type="win32",version="15.0.0.0". Definition is UccApi,processorArchitecture="x86",type="win32",version="15.0.0.0". Please use sxstrace.exe for detailed diagnosis.
    9 SideBySide 8/13/2014 11:59:02 PM Application Activation context generation failed for "C:\Program Files (x86)\Mimecast\Mimecast Outlook Add-In\adxloader.dll.Manifest".Error in manifest or policy file "C:\Program Files (x86)\Mimecast\Mimecast Outlook Add-In\adxloader.dll.Manifest" on line 2. The manifest file root element must be assembly.
    1024 MsiInstaller 8/13/2014 5:21:16 PM Application Product: Microsoft SQL Server 2008 Database Engine Services - Update '{2D5199EF-6F61-44CA-A60D-CBAB801880F1}' could not be installed. Error code 1642. Windows Installer can create logs to help troubleshoot issues with installing software packages. Use the following link for instructions on turning on logging support: http://go.microsoft.com/fwlink/?LinkId=23127
    1000 Application Error 8/13/2014 2:32:14 PM Application Faulting application name: EXCEL.EXE, version: 15.0.4631.1000, time stamp: 0x5396a932 Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000 Exception code: 0xc0000005 Fault offset: 0x9ae09090 Faulting process id: 0x1368 Faulting application start time: 0x01cfb6fafbc4e963 Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\EXCEL.EXE Faulting module path: unknown Report Id: 3c28880d-22ee-11e4-b4a7-534e57000000
    9 SideBySide 8/13/2014 12:28:16 PM Application Activation context generation failed for "C:\Program Files (x86)\Mimecast\Mimecast Outlook Add-In\adxloader.dll.Manifest".Error in manifest or policy file "C:\Program Files (x86)\Mimecast\Mimecast Outlook Add-In\adxloader.dll.Manifest" on line 2. The manifest file root element must be assembly.
    1000 Application Error 8/13/2014 10:39:51 AM Application Faulting application name: OUTLOOK.EXE, version: 15.0.4615.1000, time stamp: 0x534cda15 Faulting module name: KERNELBASE.dll, version: 6.1.7601.18409, time stamp: 0x53159a86 Exception code: 0xe0434352 Fault offset: 0x0000c42d Faulting process id: 0x1ab4 Faulting application start time: 0x01cfb6da639a687e Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE Faulting module path: C:\Windows\syswow64\KERNELBASE.dll Report Id: c598bd61-22cd-11e4-b4a7-534e57000000
    1000 Application Error 8/13/2014 10:15:47 AM Application Faulting application name: OUTLOOK.EXE, version: 15.0.4615.1000, time stamp: 0x534cda15 Faulting module name: KERNELBASE.dll, version: 6.1.7601.18409, time stamp: 0x53159a86 Exception code: 0xe0434352 Fault offset: 0x0000c42d Faulting process id: 0x1c4c Faulting application start time: 0x01cfb6d7136f6edb Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE Faulting module path: C:\Windows\syswow64\KERNELBASE.dll Report Id: 688f580b-22ca-11e4-b4a7-534e57000000
    1000 Application Error 8/13/2014 10:15:02 AM Application Faulting application name: OUTLOOK.EXE, version: 15.0.4615.1000, time stamp: 0x534cda15 Faulting module name: KERNELBASE.dll, version: 6.1.7601.18409, time stamp: 0x53159a86 Exception code: 0xe0434352 Fault offset: 0x0000c42d Faulting process id: 0x1a64 Faulting application start time: 0x01cfb6d5defa63d3 Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE Faulting module path: C:\Windows\syswow64\KERNELBASE.dll Report Id: 4deb7b6d-22ca-11e4-b4a7-534e57000000
    1000 Application Error 8/13/2014 10:06:18 AM Application Faulting application name: OUTLOOK.EXE, version: 15.0.4615.1000, time stamp: 0x534cda15 Faulting module name: ntdll.dll, version: 6.1.7601.18247, time stamp: 0x521ea8e7 Exception code: 0xc0000374 Fault offset: 0x000ce753 Faulting process id: 0x1af0 Faulting application start time: 0x01cfb6d3d3f7436e Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE Faulting module path: C:\Windows\SysWOW64\ntdll.dll Report Id: 15a8e4b3-22c9-11e4-b4a7-534e57000000
    1000 Application Error

    Thursday, August 21, 2014 10:40 AM
  • Hi Henry,

    many thanks for your update. You were expected to get a user friendly report with any potential issues already automatically identified, unfortunately this didn’t seem to have happened for your particular environment. I have reviewed the logs you have provided us. It looks like that indeed the the Outlook process is crashing your case rather than WebFormsHoster process as expected in such situations. We would need to take a closer look at your environment and collect further traces like  procdump traces to be able to provide you further suggestions going forward. I'd recommend you as next step to open a Support Request with CRM Technical Support at the following link - http://www.microsoft.com/en-us/dynamics/crm-customer-center/contact-technical-support.aspx and work with one of my colleagues to address the issue. Many thanks for your kind collaboration.

    Regards,

    Nina

    Support Engineer

    Microsoft Dynamics CRM


    Nina Peneva Support Engineer Microsoft Dynamics CRM Follow EMEA Microsoft Dynamics CRM Support on Twitter https://twitter.com/MSDynCRMSupport

    Friday, August 22, 2014 2:29 PM
  • Hi Nina

    Thank you for the information.

    For CRM on premises, which option - should it be Microsoft Dynamics CRM Volume Licensing ?

    Kind regards

    Henry


    Henry Edwards

    Tuesday, August 26, 2014 8:44 AM
  • Hi Henry,

    thanks for your request. If the problem is affecting your own Environment and you are not Partner, you would need to contact your Partner, who will be logging the Support Request  and working on the problem on your behalf.

    If you dont have a partner of record you are encouraged to utilize Microsoft PinPoint http://pinpoint.microsoft.com/en-US/home to identify a partner.

    Please let us know if you have any further questions.

    Regards,

    Nina Peneva

    Microsoft Dynamics CRM


    Nina Peneva Support Engineer Microsoft Dynamics CRM Follow EMEA Microsoft Dynamics CRM Support on Twitter https://twitter.com/MSDynCRMSupport

    • Proposed as answer by Daniel Ovadia Monday, March 2, 2015 3:04 PM
    Thursday, August 28, 2014 9:09 AM
  • Hi Nina,

    I am trying to run this tool to gather some diagnostics details and troubleshoot a similar issue with some of my users, The tool asks for a Diagnostic session name and tracking ID, which i entered and click CREATE and but it goes no further. Is there any other link i can run and get the self diagnostics details ?

    Tuesday, March 14, 2017 5:27 AM