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CRM 2011 reading pane error in Outlook 2010

    Question

  • My CRM 2011 client for Outlook 2010 is stuck in showing only the native Outlook contact form in the reading pane, no matter which CRM entity I select. For example, in the image below I navigate to the accounts menu, only to be presented with the business card layout of the reading pane data.

    http://niiranen.eu/upload/Outlook_2010_wrong_reading_pane.jpg

    I previously had Outlook 2007 and the CRM 2011 Outlook client Beta installed on my laptop. I uninstalled both Office 2007 and the beta client, then installed Office 2010 and the RTM version of CRM 2011 Outlook client (without offline functionality) and connected it to a CRM Online organization. I've tried repairs on both Office and CRM, also changed both Office and CRM languages between Finnish and English. CRM Diagnostics tools don't seem to help, neither does deleting Outlook forms cache. I'm running Windows 7 x64 with a 32-bit Office 2010.

    Does anyone know some other tricks worth trying to get the CRM record preview to work in Outlook 2010?


    Jukka Niiranen http://niiranen.eu/crm @jukkan
    Monday, March 07, 2011 8:00 PM

Answers

  • Hi all,

    I experienced the same problem on my pc and was able to solve it thanks to a hint in another forum thread (http://social.microsoft.com/Forums/en/crmdeployment/thread/d62b02f3-2e00-4610-95c5-50f11e0ba7e4).
    Here is the simple step that resolved the issue for me:

    1. Uninstall "Microsoft Office 2007 Primary Interop Assemblies"

    However, in my case, after restarting outlook, the CRM ribbon was disabled. I resolved that by:

    1. Close Outlook
    2. Start Dynamics CRM 2011 Configuration Wizard
    3. Remove the organization from the configuratuin wizard and close.
    4. To make sure I could add a clean configuration I also removed all files from C:\users\<YourUserName>\AppData\Local\Microsoft\MSCRM (You can use %appdata% to get to the appdata folder)
    5. Started Outlook again and I was prompted by the CRM Configuration wizard to configure an organization. After configuration everything worked again without error messages.
    6. Hurray!

    I am not not sure that step 4 and 5 are absolutely required to make it work again. As mention, I wanted to make sure to have a clean reconfiguration. You can always try to skip step 4 to see if it would work directly.
    Step 6 is definitely required if you were struggling with this issue for a few weeks/months. :)

    Wim

     

    Tuesday, November 08, 2011 9:23 PM

All replies

  • In outlook select File and then CRM (bottom of the list). Then select Set Personal Options. There you will see a section for selecting the default forms to use.


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    Monday, March 07, 2011 9:49 PM
    Moderator
  • Thanks, but I've tried that already and it doesn't solve the issue. The only form available in my preview panes is the business card layout, even for CRM activities. Also the settings apply to only the Outlook specific record types, but the incorrect contact form layout appears persistent on every entity type in CRM: opportunities, products, quotes...

    I saw the same phenomenon briefly back in September when I originally installed the Beta of CRM 2011 Outlook client for Outlook 2007. After the installation the reading pane forms were stuck like they are now, but a reboot did the trick then. This time with Outlook 2010 I cannot find a way to reset the client to show the correct CRM forms and icons, no matter how many reboots.


    Jukka Niiranen http://niiranen.eu/crm @jukkan
    Tuesday, March 08, 2011 9:31 AM
  • Seems to be a problem that occurs also with Outlook 2007 users, based on the comment received on my blog: http://niiranen.eu/crm/2010/09/outlook-2007-with-dynamics-crm-2011-will-it-blend/comment-page-1/#comment-2827 

    Still searching for a way to fix this. Has anyone else seen the same issue of Outlook reading panes and icons getting stuck into the contact layout?


    Jukka Niiranen - http://niiranen.eu/crm - @jukkan
    Saturday, March 12, 2011 8:26 AM
  • I am also experiencing the same issue in Office 2010 64 bit with a 64 bit CRM client on Windows 7 64 bit.
    Tuesday, March 22, 2011 4:53 PM
  • I'm experiencing the exact same issue here: Office 2010 32 bit running on Windows 7 64 bit. The server is a brand new, freshly installed, on-premise installation and both server and client have update rollup 1 installed.

    My machine has previously had Office 2007 and the CRM 4.0 client for Outlook installed on it. Both were removed before doing a full install of Office 2010 followed by the CRM 2011 outlook client. Could it be a hangover from having the previous version of the software installed?

    Wednesday, April 13, 2011 11:22 AM
  • Just a quick update: in Outlook I went to File > Options > Advanced and in the Developers section checked the 'Show add-in user interface errors' then restarted.

    I now get all sorts of dialog box error messages along the lines of: "The form region "MSCRM_WebPageFormRegion" cannot be opened. The form region manifest specifies an add-in that is not installed."

    That dialog is repeated dozens of times at start-up with MSCRM_WebPageFormRegion replaced by lots of different values including MSCRM_TrackInCrm.

    None of this means much to me, but maybe it'll help someone else figure the problem out?

    Wednesday, April 13, 2011 2:54 PM
  • Another update!

    I've moved back to Office 2007 with the CRM 4.0 Client for Outlook including the latest rollup. I continued to have problems: the toolbar appears in the main Outlook window but not in emails when they were opened. The actual 'Track in CRM' buttons worked in a peculiar way - items would appear in CRM but tracked emails in Outlook weren't correctly being categorised.

    I enabled tracing and was seeing errors relating to MAPI. (HrGetOneMAPIProp was mentioned). This suggested to me that what I was seeing was related to connection issues between my client and the server. I temporarily removed some security software and disabled firewalls etc and the issue was resolved.

    I've since upgraded to the CRM 2011 Client for Outlook (still in Office 2007 at this point) and things are working fine. I'm fairly confident that Office 2010 with the Outlook Client for CRM 2011 should work fine now as well.

    In this instance it looks to have been a problem of communication between the client and server which manifested itself in a wholly peculiar and non-obvious way. Perhaps the diagnostic tool could do a more thorough check of the communication channels that the CRM client *actually* requires?

    Anyway, I'm off to slap the systems administrator who installed the problematic security package whilst claiming that it wouldn't impact on any of the software I was running ;)

    Monday, April 18, 2011 2:37 PM
  • Did you resolve your problem Jukka?
    MS CRM Bing'd - http://bingsoft.wordpress.com
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    Friday, October 21, 2011 1:29 PM
    Moderator
  • No, the problem still remains on my home laptop. I've re-installed Office 2010 in the meantime, also removed the original CRM organization and configured the Outlook client for a new CRM Online organization. Still the same results, reading pane only shows the Outlook contact layout for all entities. Client is on Update Rollup 3 level.

    I guess the only way to solve this would be to delete my user profile on the machine, but I can't be bothered with such a process, as I don't really need Outlook for anything on my personal PC anyway. Just for "fun" ;)


    Jukka Niiranen - http://niiranen.eu/crm - @jukkan
    Saturday, October 22, 2011 9:24 AM
  • I am seeing this on a number of machines in an evironment. Do you use a different anti-virus package at home compared to work?

    I can't really just delete profiles off the machines in this environment to see if it works or for any reason.

    I may have to escalate this to MS support.


    MS CRM Bing'd - http://bingsoft.wordpress.com
    Useful Tools  CRM 4 to CRM 2011 JavaScript Converter Tool
    CRM 2011 OData Query Designer
    CRM Forum Guidance on how to Help Us Help You
    Monday, October 24, 2011 11:32 AM
    Moderator
  • I run Avast at home, but disabling it didn't seem to have any impact on the reading pane problem. Did the users in the environment have any previous CRM client versions installed or does this issue also appear on a fresh new CRM 2011 install?
    Jukka Niiranen - http://niiranen.eu/crm - @jukkan
    Monday, October 24, 2011 7:08 PM
  • Hi all,

    I experienced the same problem on my pc and was able to solve it thanks to a hint in another forum thread (http://social.microsoft.com/Forums/en/crmdeployment/thread/d62b02f3-2e00-4610-95c5-50f11e0ba7e4).
    Here is the simple step that resolved the issue for me:

    1. Uninstall "Microsoft Office 2007 Primary Interop Assemblies"

    However, in my case, after restarting outlook, the CRM ribbon was disabled. I resolved that by:

    1. Close Outlook
    2. Start Dynamics CRM 2011 Configuration Wizard
    3. Remove the organization from the configuratuin wizard and close.
    4. To make sure I could add a clean configuration I also removed all files from C:\users\<YourUserName>\AppData\Local\Microsoft\MSCRM (You can use %appdata% to get to the appdata folder)
    5. Started Outlook again and I was prompted by the CRM Configuration wizard to configure an organization. After configuration everything worked again without error messages.
    6. Hurray!

    I am not not sure that step 4 and 5 are absolutely required to make it work again. As mention, I wanted to make sure to have a clean reconfiguration. You can always try to skip step 4 to see if it would work directly.
    Step 6 is definitely required if you were struggling with this issue for a few weeks/months. :)

    Wim

     

    Tuesday, November 08, 2011 9:23 PM
  • That did the trick for me! After uninstalling Microsoft Office 2007 Primary Interop Assemblies I was momentarily stuck in a status where the Outlook client reading panes were completely blank, but after applying Update Rollup 5 and rebooting, everything appears to be working correctly now. Thanks for your help, Wim!
    Jukka Niiranen - http://niiranen.eu/crm - @jukkan
    Thursday, November 10, 2011 11:49 AM
  • The solution I received from MS which has solved the problem was a registry update.

    HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Addins\DisableFormRegions
    This value must be set to 0 and our setting was somehow set to 2. The default in Office 2007 is normally 0 so a GPO must have updated it in the past.

    


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    Tuesday, April 17, 2012 4:40 PM
    Moderator
  • Hi,

    I am having similar error user has gone offline but cannot come back online.

    Where can I find these MS office 2007 Interop Assemblies.

    Thank you

    Sahar

    Friday, September 07, 2012 10:40 AM
  • Sarah,

    The Microsoft Office 2007 Primary Interop Assemblies can be uninstalled simply from checking the list of installed programs in Windows Control Panel. If you don't see them there, they probably don't exist on the machine and the problem with CRM Outlook client may be related to something different.


    Jukka Niiranen - My blog: Surviving CRM - Follow @jukkan on Twitter

    Saturday, September 08, 2012 10:34 AM
  • Hi

    Ideally the Outlook client should be simple but from experience installing it for the first time has been extremely complex.

    What are the Pre Reqs for it to work. A user goes offline cannot come back online again.

    I have uninstalled, applied hotfixes ,changed user settings,created new firewall rules to allow CRM port, I have even added new keys in registry still dont know what is actually the cause of this problem?

    An upgrade from CRM 4.0 to CRM 2011 on premise.

    Any help would be much appreciated.

    Thank you

    Sahar

    Wednesday, September 12, 2012 9:53 AM