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crm contacts address book using outlook client empty

    Question

  • Hi we're running CRM 4.0 and I have a few users who's CRM Contact Address book is completely empty.  I want them to have the entire CRM contact list in the address book.  Anyone know what setting I'm missing?  I'm wondering if i need to wait and have it sync or do something?

    We're running the outlook online client with SP8. thanks

    Tuesday, February 2, 2010 5:03 PM

Answers

  • There is a bug which means unless you're populating the address book with all contacts (as opposed to just the ones you own) you won't see anything, except under a few other entity address books such as Users.

    Go to CRM-Options-Address Book tab and say sync all records. Then, as Donna says wait a little bit for it to replicate.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/

    or hear me tweet @leontribe
    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Tuesday, February 2, 2010 8:37 PM

All replies

  • If you select CRM, Options from Outlook and go to the addresses tab, ensure the checkbox is selected to Update the Outlook Address book.  It can take some time for the Update to complete if these are new installs.

    In Outlook, when you go to Tools, Address Book, do you see the Microsoft Dynamics CRM Address option in the Address Book drop down?  If do other entity types contain data like Account, Lead, etc.  I assume the user has rights to view Contact records in CRM.
    Best Regards, Donna
    Tuesday, February 2, 2010 5:43 PM
  • If you want all CRM contacts, including ones they don't own, do this:

    1. In Outlook, go to the CRM menu item and open Local Data Groups.
    2. Make a New Data Group and set the filter to Contacts: Status = Active
    3. Click OK and watch the contacts populate to Outlook over the next 24 hours.
    Tuesday, February 2, 2010 5:48 PM
  • There is a bug which means unless you're populating the address book with all contacts (as opposed to just the ones you own) you won't see anything, except under a few other entity address books such as Users.

    Go to CRM-Options-Address Book tab and say sync all records. Then, as Donna says wait a little bit for it to replicate.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/

    or hear me tweet @leontribe
    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Tuesday, February 2, 2010 8:37 PM
  • I have a bit more information.  I'm refering to the Outook Address book that is automatically populated by CRM (not the syncing into Outlook) contacts. 



    Address Bpok (Show Names From)

    Microsoft CRM Address Book
    CRM Contacts.

    You can see the Accounts, Facilites, Leads,Queues, Users.  The Users book is correct, but the rest just are not. 

    Some people have a few contacts filled in (so it's not completely empty). 

    Thursday, February 4, 2010 12:02 AM
  • Yes, change the Address book user options and wait for it to populate. Its a bug.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe


    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Thursday, February 4, 2010 9:36 AM
    • Unproposed as answer by JessaM Thursday, February 4, 2010 11:02 PM
    Thursday, February 4, 2010 9:35 AM
  • It is set that way right now.  I made a change to a user and lets see if it forces a sync. 
    Thursday, February 4, 2010 11:03 PM
  • Leon,

    I approeciate that this is an old post, but I am looking to find out if there was ever a hotfix made available from Microsoft for this bug in CRM 4.0? As you correctly state, setting the client up to sync all contacts works fine, however it would be preferable to only show the contacts that are owned by the user.

    Thanks,

    Grant

    Thursday, March 3, 2011 9:15 AM
  • I don't believe this is a bug.  The address book was not intended to show only the Contacts Owned by the User.  You can choose to sync only Contacts owned by the user to the User Contacts in Outlook but not the Address book.

    Regards, Donna

    Thursday, March 3, 2011 11:38 PM
  • I'm not trying to sync with outlook and this never did fix correctly. 

    CRM adds an outlook address book called "Microsoft CRM Address Book/CRM Contacts".  It should show all of the contacts in CRM, yet it doesn't. 

    I don't want to sync all of our contacts into each persons outlook, that seems crazy, however, i want the ability to email a CRM contact from my outlook.

     

    thanks!!

     

     


    Friday, March 4, 2011 2:35 PM
  • Gotcha, thanks for the clarification.

    have a read through this article.  It is old but still applicable I believe.  Pay special attention to this section and see if it fixes your issue.  You may need to wait some time before everything loads as expected.

    Q – It appears that my CRM address lists are corrupt, is there a local cache I can clear out to fix this?
    A – Yes, there is a local cache of the CRM Address Book data. If you clear out the cache files, they will regenerate on the next CRM Address Book sync. The files are in xml format and are located in the Online/Offline folders under <userprofife>\Application Data\Microsoft\MSCRM\ABP\. Delete the xml files you find here and restart Outlook to regenerate them. 

    can you also ensure the user's CRM Outlook Client Options are set to Update the Outlook Address book". Please ensure that checkbox is selected and the time is set. You'll find this setting under the Address Book tab. Also ensure the user's Security Role has full rights to the CRM Address. You'll find that setting under the Business Management tab of the security role.

    By the way, the address book should show all a list of the Contacts that the user has rights to which might not be "All Contacts" It depends on the CRM Security Role. There are a few other constraints like the record's primary e-mail field is populated with data, etc.


    Regards, Donna

    Friday, March 4, 2011 4:11 PM
  • Yes this was solution, Kinda.  It was a corrupt CRM address book. 

    I used this article as the solution: http://blogs.msdn.com/b/crminthefield/archive/2010/08/06/email-tracking-outlook-synchronizing-and-the-address-book-provider-with-crm-4-0-update-rollup-7-and-beyond.aspx 

    The fix was super easy and doesn't require Admin Rights.

    1.  Close outlook
    2.  Browse to C:\Documents and Settings\%username%\Application Data\Microsoft\MSCRM\ABP
    3.  Delete Account.sdf, Contact.sdf & Lead.sdf
    4.  Restart outlook, wait for CRM to connect
    5.  Once it's connected, CRM| Synchronize with CRM
    6.  Note: on two people I did this on, immediately afterwards the Address book was blank.  I ran the synchronization again and waited like 3 minutes, and it populated.  I'm not sure if I was impatient or it needed the second sync.

     

     

     

    Monday, April 4, 2011 3:21 PM
  • Yes, that is the solution describe in both articles.  Glad you have it working.

    Regards, Donna

    Monday, April 4, 2011 4:16 PM