CRM 4.0 & Outlook | CRM Folders not Retained in the Favorite Folders List RRS feed

  • Question


    We recently deployed CRM 4.0 Outlook Client to about 20 users and learned in our training class that we can save CRM specific folders, like Contact and Activities, to our individual Favorite Folders list.  We've all done that but found that after the current Outlook session was closed and then later opened, the folder was no longer in the list.  Are we missing another setting to make it stick?


    Thanks in advance for any guidance you may have!

    Monday, July 28, 2008 4:50 PM


  • did you configure your outlook clients to include both on premises and IFD URL?

    Monday, July 28, 2008 6:35 PM

All replies

  • Have you installed the latest updates?  We had this issue originally; however, we don't have it anymore.  I don't know if it was specific to one of the updates that I installed, or something else.  I know I installed this update to fix the shared calendar bug, and the lost favorites didn't seem to happen after that:



    Another thing that we did was to deploy IFD.  Frequently problems like what you describe are caused when people open Outlook while not on the network, and then CRM cannot authenticate.  With IFD, you can have the crm client roll over to an internet facing CRM URL, so in reality you should never lose your CRM connection in Outlook.


    Monday, July 28, 2008 5:29 PM
  • Thanks for your reply.  We haven't installed the latest update, I'll look into doing that.  We deployed IFD at launch so I guess that isn't making a specific difference with regards to the Favorites, but I'll look down that path as well in case there's something we've missed in configuration.

    Thanks again for your help!


    Monday, July 28, 2008 6:27 PM
  • did you configure your outlook clients to include both on premises and IFD URL?

    Monday, July 28, 2008 6:35 PM
  • We have a similar if not the same issues as well.  What happens for us is as Joel describes.  If for some reason the Outlook Client can not communicate with the CRM server, then the CRM for Outlook Favorite folders are dropped.  This is new behavior as the CRM 3 for Outlook Client did not behave this way.  Favorite folders were not dropped if the Client lost communication with the server in CRM 3.


    If you wouldn't mind, please let me know if the hotfix corrects the issue. 


    Thank you,


    Monday, July 28, 2008 6:36 PM
  • As of Sept 29, 2008, the latest cumulative hotfix for CRM Outlook client does not fix the problem with loosing CRM folder favorites when the Oulook client looses contact with the CRM server. Setting up IFD doesn't fix it either as there are many occasions when you are not in contact with your CRM server for both laptop and desktop type installs.


    It seems that the following can cause this:

    * bringing a laptop out of sleep mode while Outlook is up and CRM is On-line. THis happens during the instant that Outlook starts before you reconnect to the Wifi network or your LAN card gets attached to the LAN

    * Restarting your CRM server

    I have heard comments that this is an Outlook 2007 issue, but it did not occur when I was running OL2007 with CRM 3.0.


    Microsoft: PLEASE look into this and address it. It is a basic fuctionality issue for usabilty and therefore user acceptance of the product.

    Monday, September 29, 2008 11:37 AM
  • Problem:

    We were facing This problem as well. Actually this problem dont related to some CRM server, becuase favortie folder just only a shortcut which store link to some URL / actual folder. 

    The links/shortcuts or favorites information is stored in outlook application data folder with outlook.xml file. If your favorites don't retain on closing of your outlook and you have to re create them, then it might be the case that outlook.xml file is corrupted. 

    The file is created every time when you close your outlook client, but in the corrupted file case, outlook restore default file and dont apply changes there.


    Step 1: [Locate Application Data folder]

    Windows XP: Application data is located on 
    C:\Document and settings\Naseer\Application Data\Microsoft\Outlook\outlook.xml 
    Windows Vista : Vista this location will be 

    where "Naseer" is user name and C: is your root drive

    Step 2:
    Rename the file (for safety reason otherwise you can delete this file as well, but in case of malfunctioning or disaster for recovery) to any name

    Step 3:
    Now Open Outlook and make your favorites from CRM folders and close the Outlook client. 

    You will see the magic, Now your folders will retain there.


    I have tested it on VPC with outlook and CRM 4.0

    Syed Naseer Ahmad, Software Engineer, Mondo Pakistan
    Wednesday, July 1, 2009 12:53 PM