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CRM 2011 Outlook Issue - Ribbon is Greyed Out RRS feed

  • Question

  • Hi Forum,

    We have CRM 2011 on premise installation with latest rollup. Recently, we are facing a issue of outlook CRM ribbon not activating any ribbon button(greyed out) for only one particular user. (Core outlook ribbon and functions are working fine.)

    Background:

    1.One of our user left for few weeks who was using CRM outlook client on windows 7 OS(32 bit) with Office 2010

    2. Meanwhile someone else used that machine and all was working fine in terms of CRM outlook client.

    3. Once original user came back, and tried to run CRM outlook client on the same machine, it didn't work.

    4. User can work with CRM web client by using IE with no issue. (License and security roles are all good)

    Issue:

    1. As mentioned above, when user opens up CRM in outlook, whole CRM ribbon is greyed out(inactive)

    2. when user clicks on the 'Workplace' or any other CRM folder for that matter, right hand pane show message 'CRM trying to connect....." and remain in this state for ever.

    Steps we took:

    None of the below worked and error message is consistent as mentioned above.

    1. Reconfigured outlook client

    2. Uninstall and reinstall outlook itself and then reconfigured using wizard.

    3. Completely recreate user profile for that user.

    Finally, we asked user to logon to different machine and try from there and that worked perfectly fine. Ribbon is active and user can perform daily task with CRM.

    So we concluded that it's a machine level issue rather then user profile or outlook or outlook client level issue.

    None of any user has this issue and hot desking is common at our workplace so people use each other's machine on regular basis.

    My only guess is that, there has to be some registry level setting corrupted on the original machine which is somehow causing this issue. (though most of the checks about registry settings I got from the various blogs and articles are correct on the machine in question)

    Is there anyone who has faced this kind of issue or have a list of the registry key settings for CRM outlook client which I can compare to further troubleshoot.

    Thanks for reading and your time.

    H.Desai

    Friday, May 2, 2014 2:08 AM

All replies

  • Hi,

    Anybody who can shed some light on this issue?

    Cheers,

    H.Desai



    • Edited by H.Desai Monday, May 5, 2014 10:38 PM
    Monday, May 5, 2014 10:37 PM
  • We are still unable to resolve this.

    Any Expert ?

    Sunday, May 11, 2014 10:20 PM