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Multiple Outlook Clients Disconnected Simultaneously, Can't Reconfigure RRS feed

  • Question

  • Hi there,

    A few weeks ago our e-mail router service went down, due to the password on its service account expiring. It seems that at that same time, at least two of the outlook clients and our company were disconnected from the CRM server and cannot be reconnected. The error I get when trying to reconfigure in the configuration wizard is the familiar "cannot connect to the CRM server because we cannot authenticate your credentials" error. The CRM toolbar buttons in outlook are grayed out, and when you try to browse the CRM interface inside of outlook, you receive a white screen with a message saying the CRM is not connected, with a link that says " sign in". When you click the sign in link, it tells you it's trying to sign in but it hangs forever.

    Any suggestions?


    Blog: http://andrewbschultz.com @andrewbschultz
    Thursday, August 11, 2011 5:25 PM

Answers

  • Bingo. I enabled that exact endpoint just the other day to fix that exact issue with the router, and then outlook clients slowly started failing after that. I disabled that endpoint, restarted ADFS, and the outlook clients could connect again. Still waiting to see if the email router will start crashing again.

    We have an open case with Microsoft to see what the long term solution is. I'll write back here if we find out more. I wouldn't hold my breadth since this is being escalated to an ADFS resource within MS.


    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx
    Thursday, August 11, 2011 5:47 PM
  • One workaround is to disable that endpoint that's breaking the Outlook clients, and remove the incoming profile from the deployment in the email router configuration manager. Then, set all of the users' incoming profiles to "Outlook" on their user record. Without an incoming profile configured, the router shouldn't peg the CPU. For most people, the Outlook client is sufficient for incoming email processing.


    Blog: http://andrewbschultz.com @andrewbschultz
    Wednesday, August 17, 2011 2:36 AM

All replies

  • Hi Andrew,

    I've seen something like this before. Is this for CRM Online or On Premise? Are you using claims based authentication?

    One helpful thing I've found is to try reconfiguring the outlook client, and then looking at the config log if it fails to identify the error. The config log is hidden here for most operating systems: C:\Users\<USERALIAS>\AppData\Local\Microsoft\MSCRM\Logs\Crm50ClientConfig.log

    If it's not in that exact location, you may need to search for "Crm50ClientConfig.log".

    Recently, my problem was that the computer time was not in sync with the server time, but there are many issues that this could be related to and the config log will help greatly.

    Best,

    Phil


    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx
    Thursday, August 11, 2011 5:34 PM
  • Thanks Phil - I'll check out the logs. I forgot to mention that the times aren't out of sync - that's one I encountered early on :0 .

    This is CRM 2011 on-premise, with IFD on.

    Thanks,


    Andy


    Blog: http://andrewbschultz.com @andrewbschultz
    Thursday, August 11, 2011 5:38 PM
  • Yeah, seems we've all hit that one at one time or another :). Out of curiousity, did you mess with any ADFS settings while you were fixing your email router? I've noticed that messing with the endpoints in ADFS can fix some router issues while breaking other Outlook issues.
    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx
    Thursday, August 11, 2011 5:41 PM
  • Not during this time period. Previously, we enabled the adfs/services/trust/13/username endpoint, which fixed the problem of the email router pegging the CPU and causing the box to crash. But these Outlook clients were working after that. Although, the time when they were disconnected might have coincided with the first server reboot that occurred since we applied that change.


    Blog: http://andrewbschultz.com @andrewbschultz
    Thursday, August 11, 2011 5:44 PM
  • Bingo. I enabled that exact endpoint just the other day to fix that exact issue with the router, and then outlook clients slowly started failing after that. I disabled that endpoint, restarted ADFS, and the outlook clients could connect again. Still waiting to see if the email router will start crashing again.

    We have an open case with Microsoft to see what the long term solution is. I'll write back here if we find out more. I wouldn't hold my breadth since this is being escalated to an ADFS resource within MS.


    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx
    Thursday, August 11, 2011 5:47 PM
  • Alright. I had a sinking suspicion that it might be ADFS related (just a gut feeling :) ). Thanks for the info!
    Blog: http://andrewbschultz.com @andrewbschultz
    Thursday, August 11, 2011 5:50 PM
  • I won't be hurt if you unmark my answer as the answer -- doesn't seem like a great fix if (still unsure) the email router starts crashing again. But hopefully we'll get to the bottom of this with Microsoft's help.


    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx
    Thursday, August 11, 2011 5:52 PM
  • Well, it is the best "answer" I think I'm going to get right now; I'm familiar enough with the ADFS quagmire to know there may not be a solution right now. Thanks for your help; it's enough to get me moving. If you do get an answer though, please do share!
    Blog: http://andrewbschultz.com @andrewbschultz
    Thursday, August 11, 2011 5:58 PM
  • One workaround is to disable that endpoint that's breaking the Outlook clients, and remove the incoming profile from the deployment in the email router configuration manager. Then, set all of the users' incoming profiles to "Outlook" on their user record. Without an incoming profile configured, the router shouldn't peg the CPU. For most people, the Outlook client is sufficient for incoming email processing.


    Blog: http://andrewbschultz.com @andrewbschultz
    Wednesday, August 17, 2011 2:36 AM
  • I won't be hurt if you unmark my answer as the answer -- doesn't seem like a great fix if (still unsure) the email router starts crashing again. But hopefully we'll get to the bottom of this with Microsoft's help.


    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx

    Quote because i encountered the same behaviour in many deployment and because the email router start crashing again !!!!

    any Microsoft news ?


    Emanuele Minelli Metisoft S.p.A.
    Friday, September 16, 2011 11:03 AM
  • I won't be hurt if you unmark my answer as the answer -- doesn't seem like a great fix if (still unsure) the email router starts crashing again. But hopefully we'll get to the bottom of this with Microsoft's help.


    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx

    Quote because i encountered the same behaviour in many deployment and because the email router start crashing again !!!!

    any Microsoft news ?


    Emanuele Minelli Metisoft S.p.A.

    Any news on this subject ?
    Emanuele Minelli Metisoft S.p.A.
    Monday, October 10, 2011 9:54 AM
  • Hi Emanuele,

    No news. The best fix I've found now is to have the incoming profile set to Outlook for the users.


    Blog: http://andrewbschultz.com @andrewbschultz
    Monday, October 10, 2011 6:35 PM