CRM 3.0 loading in outlook 03/07 error!!!!?

Outlook problems are typically caused by conflicts with other plug-ins/add-ins.

You should be using the V3C client, so I would completely uninstall, remove the HKCU|Software|Microsoft|MSCRMClient hive, remove the Program Files area.

Assume you aren't using the Offline Client? (just because they are laptops doesn't mean you need the "Laptop Client" (terrible naming)

If you have done all of the above and still getting a problem, check for Add-Ins and possibly disable all the others and see if it works. If it does, enable each in turn to see what breaks.

In Outlook 2003, it is in the Options | Advanced | Plug-Ins (or Add-Ins, I forget).  In 2007, look in the Trust Center.

Also this error can sometimes be indicative of poor network connection.

Hi WilyGuy,

Thanks for the information, i tried all this along with disabling the add-ins. i now get the error above along with
"A problem occurred retrieving information from the Microsoft CRM server.  Check network credentials and network connections and try again". in the event viewer, i have tryd an removed the crm add inn and then re-adding it back in, this still doesnt work!!

Any further solutions?

You know you created the same ticket twice?

I will keep working here.

So from the problematic machines, does the web client work?

sorry, colleague of mine must have logged in and setup a question.

The web client works fine.

i have noticed that those laptops which are working have more key reg's than the ones not working i.e. user name, user ID, Business id, etc

OK, here is my checklist for typical problems:
 - make sure the web client is working in IE.  I add to Trusted Sites and set AutoLogin with current user and password.
 - turn off pop-up blocker for site or all together.
 - Install Outlook Client (again, please confirm we are talking about the Online/Desktop client)
 - Ping -t to the server to see if the connection looks solid.

 Are you using SSL?
 Is the client ON the network when getting the error?
 how are you connecting to the CRM server URL (FQDN, IP, Netbios name?)
 The non-working clients are all CRM 3.0 client installs clean?  No 4.0 before?
 The reason I do the manual cleanup  when I reinstall (add/remove client, then clean up  HKCU|Software|Microsoft|MSCRMClient, then cleanup Program Files | Microsoft CRM) is in case it was installed initially by a different user.  Make sure there isn't any SQL files that shouldn't be there (Offline Client uses MSDE SQL)

I've listed the answers as you have asked the question;

OK, here is my checklist for typical problems:
- make sure the web client is working in IE.  I add to Trusted Sites and set AutoLogin with current user and password.
                       -  how would i set autologin with current user and password?

- turn off pop-up blocker for site or all together
                       - yes pop blocker has been disabled

- Install Outlook Client (again, please confirm we are talking about the Online/Desktop client)
                      - takling about the offline version, so that clients can have access to CRM offline and
                         then sync once in the office

- Ping -t to the server to see if the connection looks solid.
                       - connection is fine ping has come back sucessful

Are you using SSL? how would i find out if i was using SSL?

Is the client ON the network when getting the error?
                    -i can confirm that the client is on the network when geting the error

how are you connecting to the CRM server URL (FQDN, IP, Netbios name?)
                   - connecting via http://<servername>:5555 (then this automatically routes to CRM for user)

The non-working clients are all CRM 3.0 client installs clean?  No 4.0 before?
                    -non-working clients are all on CRM 3.0 and these were clean installs, i can confirm that non of them had CRM 4.0

The reason I do the manual cleanup  when I reinstall (add/remove client, then clean up  
HKCU|Software|Microsoft|MSCRMClient, then cleanup Program Files | Microsoft CRM)
is in case it was installed initially by a different user.  Make sure there isn't
 any SQL files that shouldn't be there (Offline Client uses MSDE SQL)
                       - where would i find the msde SQl files is it within program files or the regedits

How do i set autologin with current user and password?

                       -  how would i set autologin with current user and password?
While in Security Settings in IE, clicked on Trusted Sites, "Custom Level" then all the way at the bottom.

                       - how would i find out if i was using SSL?
Is your URL for CRM https:? or http:? (sounds like from your next answer that no SSL)

                       - where would i find the msde SQl files is it within program files or the regedits

If you want to uninstall completely, you should be able to do the stuff from above, then just uninstall the SQL from ADD/REMOVE.

Are the ones that are working offline or online?
Are you using V3C client (not the RTM from the disk?)
What version of OS and Outlook for the ones working? for the ones not?

After the install, if it still not working, try editting the MSCRMClient reg hive to make the <servername> the FQDN servername or the IP.

Are the ones that are working offline or online?,
    - the computers that are working are currently online.

Are you using V3C client (not the RTM from the disk?)
  - i can confirm that we are using V3C (the iso file was unzipped and the clicked on the setup icon)

What version of OS and Outlook for the ones working? for the ones not?

os system used is Windows XP along with outlook 2003 on one laptop and outlook 2007 on the other 3.

So there is something different between the working and the non-working.

I would have thought maybe that you installed the online on some and the offline on others.

What about the users?  Any significant differences in AD, or in CRM (roles, etc?)

I've been installing the offline version of CRM on all laptops.

i did look in the AD and notiticed that those that were getting the errors weren't in the same security groups of those who are working fine. changed there security groups to match, however still had no reseult.

within CRM intially when the users were created the roles were matched to there title i.e. customer service with cust rep, csr manager with head of operations.

the 3 computers which worked were 2 for customer service reps and 1 for csr manager.
since then all the security roles have been changed to syste admin for everyone, still no luck.

the 3 computers which are working correctly, Where added a while back before i entered any data in the CRM app, i had entered around 4000 contacts and then started to added new user's not sure if the data would cause an issue?

on all of those computers which are having the error the CRM icon in the toolbar highlights for a few seconds before going into disable state. i've been looking into this issue for 3 days now with no result!! cant understand why 3 of the laptops are fine and the others are not.

just to let you know that the 3 laptops which work perfectly did have crm 4.0 workgroup addtion on them before doing a full remove and a re-install for CRM 3.0, dont know if some of the settings for 4.0 were kept on the server?!!!

Which security groups?  (maybe old ones from the CRM 4 install, which shouldn't be a big deal)

Data shouldn't affect connectivity initially (obviously after connectivity, the initial sync could take some time if they have ownership of some of that data).

I have no idea how you went from 4 back to 3, but I don't think that is a problem.

and you checked the Trust Center for other Add-Ins/Plug-Ins to see if anything is different there.  Any other toolbars in Outlook (any hidden?)

You can eliminate the offline vs online discussion by trying on one to install the online client.

Now that I say that, I wonder if somehow the DB thinks those users ARE Offline, so when you install the client and it defaults to online, it conflicts with the user record???

Which security groups?  (maybe old ones from the CRM 4 install, which shouldn't be a big deal)

sorry it wasn't security groups it was memeber of groups i.e. reporting group

and you checked the Trust Center for other Add-Ins/Plug-Ins to see if anything is different there.  Any other toolbars in Outlook (any hidden?)

no hidden tobars (the crm toolbar doesn't even show)

You can eliminate the offline vs online discussion by trying on one to install the online client.
tryd the online installtion on our desktop machine, still had the same error cropping up

Now that I say that, I wonder if somehow the DB thinks those users ARE Offline, so when you install the client and it defaults to online, it conflicts with the user record???

-how would i be able to check this??

right, membership into Reporting Group is CRM. (User Group is the other one for most users).  Are you saying that the non-working users weren't in those groups? or different groups?  Basically, each CRM installation has its own groups that are delineated by a GUID attached to the group name.  Every user should be member of ReportingGroup and UserGroup at least once.  If you had no groups, we have a problem.  If you had more than one group on the good users, it is just because they had current CRM 3.0 groups AND CRM 4.0 groups. (uninstall of 4.0 doesn't remove groups and memberships)

Not sure how to check the offline status in 3.0 without looking at SQL directly.  You can browse the table in MSCRM database.

OK, so the Subscription tables is what we are looking for.  it would be handy to have the GUID of the user in question (pull up the user in CRM and hit CTL-N to get a window with an address bar.)  The GUID in the address is who we are looking for.

Go to Subscription table and look for the SystemUserId that matches it.  See how many entries there are for that SystemUserId - collect the SubscriptionId's for those entries.

Use those SubscriptionId to look in the SubscriptionClient table and see how many entries you get. (note the flag for IsPrimaryClient - are any of them false?)


Let me know what you get from one of the users in that research?



A quick horribly off subject thing to try is to deactivate the user and reactivate?

In the Subscription table, the SubscriptionType of 1 is for every time the CRM syncs up regularly with the CRM online (or when going offline).

It appears to create and keep a 0 SubscriptionType for when the client goes offline.

So during your research of the user(s) see if any of the failing users have a 0 entry in the table?

Thanks for this information, will have a look and let you know the results

Wilyguy, please see code in the subscription table attached

code attached
subscription-table.txt

it seems that the subscription table has picked up some of the machines more than once. i have 2 machines which aren't even showing up in this table? i have also download the syn table and subscription clients table, do you want me to send these across to you? subscription client table only shows 4 computers 3 with primary client = true one with false.

a quick seprate questions -  any laptops which previously had crm on them, but we had to reformat them for what ever reason, would these still show up in these files?

wilyguy,

is there any else i can try?

So I am looking at your log.

Looks like 5 users on the list.  All but one have 1 machine
The one user has callstreamlap6 AND Lenovo-B2ADB35D - so one is going to be the synchronizing client and the other will not be.  Only one can have the Offline client.

Can you tell me based on the machine name, which user we are having trouble with?

OK, I just got down to asking a truly stupid question that I can't tell if we have asked or answered..... What Rollups are installed on the server and the clients?  CRM 3.0 is up to Rollup 3, but Rollup 2 was the last one before CRM 4.0 came out, so I have less experience with Rollup 3.

Sorry I didn't see this earlier.

WilyGuy,

roll up's 1,2 and 3 have been installed on the server side. client side rollups have all been in installed as well!!

laptops which are having an issue are;
callstreamlap2
callstream-md
callstream-la (which isn't even showing on the list).

i know on one of the laptops i've just installed rollup 3 as this should have all the rollups combined?!1

wilyguy,

this error seems to be on going, decided to re-install crm 3.0 on the server and the individual laptops again. during the installation all the fields required for the install of crm on the server are listed green with no warnings or error's however when the install is on the sql reporting section it gives an error, please see attached file, whats the best way forward for this? your help would be much appreciated.
report-service-error.JPG

Hmm, my guess is that when you installed 3.0 the first time, you installed SRS with it.  When you uninstall, SRS also gets uninstalled.  Were you trying to point to something that didn't exist?

Can you pull up SRS in a browser?

Oh, and if you can, stop at Rollup 2 for now.

wilyguy,

i wasn't trying to point it anywhere, the setup wizard assigned everything automatically. i cannot pull srs in a browser either. i have now uninstalled CRM from the program files and the reg keys.. i believe the issue lies with server running sql 2005 and the crm 3.0 cd comming with sql 2000.
 i have read that you can install reporting services seperately, doing this i have come across 2 errors,

first of all i can see that in the reporting services config, that the server status page shows "intialized" as no and secondly when i changed the web service identity it doesn't give rights to users. please see errors attached
report-server-status.JPG
windows-service-id.JPG

is there a setup guide for the reporting services, which i could follow?

wilyguy,

i've manage to re-install the reporting server. loaded up the report server config and everything is ticked green and initialized. when i go to the web browser i get the internet explorer cannot display webpage?

whats the best solution for this?

Is Enhanced Security on?

Basically, if you choose the defaults when setting it up, you should get http://<servername>/reports and http://<servername>/ReportServer

Are you trying this from the SRS server (and which one did you choose for this CRM server or SQL server?)

how do i check enchanced security?

the install was done on default, however when i went into the configure report server app, it was all marked with x's. i have managed to get the all of the tick boxes marked green accept for encryption keys and execution account. also the initialization field is ticked green but is greyed out? do you know what this means? see attached pic

reportserver-status.JPG

Well for SRS at least for CRM, the Email and Execution aren't necessary.
The Encryption always looks like that.

The Initialization is always greyed until you have more than one SRS server using the same DB.  Greyed and Checked is fine.

If you open IE on the SRS server, does it indicate that Enhanced Security is on? (does every web page want to be added to the Trusted Sites?)  Another way is to go to Add/Remove and then Windows Components.  Internet Explorer Enhanced Security is on that first page of components.

Next what are you running Windows Services and Web Services as? (Network Service is default for both, Web Services is the dicey one if not run as Network Services)

From your picture it looks set up.  From the SRS server type http://localhost/reports and see if you get a pretty frame around somewhat nothing (until you get CRM pointed to it).  Or do you get a pretty picture around an error, or do you just get an error.

window services is running as local system built in account account
web services is running as
asp.net service account - nt authority/network service
and then i have a report server and report manage setup, these to are pointing to the correct folders.
i have also tried accessing the reports through IIS gives me the same error page cannot be displayed.
when i try running the SRS  i get page cannot be displayd. see attached
SRS-error-1.JPG

Are all the services started (depending on version it will either be "ReportServer" or "SQL Reporting Services"

Also, assuming you don't have more than one setup configured (leftover Virtual Directories?)

How many websites are on the IIS on that box?  Could it be on a different port?

Are you using web Proxy?

All the services are started!!

from the default website, we also have the exchange running an web access for the exchange, see attached. the default website is running on all unassigned ip.

would asp.net cause any conflict as we have versions 1 and 2 on the server? i have read that this would need permission's?
IIS.JPG

Reports and ReportServer should be on ASP 2.0 and can be set apart in their own AppPool (you have one called RS, I wonder if that was set up for that).

Also, what port is the default on, though you said you did a browse from INETMGR which would take that into account.  Can you browse any of the other virtual directories in the default site?

i can confirm that RS has been setup for the reports and reportserver, both of these are on ASP 2.0.

i have tried browsing on some of the other virtual directories, exchange, exchweb and remote give me https error 403.4 and the others program cannot be displayed in webpage

default website is running on tcp port 80 and ssl port 443

WilyGuy,

the stage i am at, would it be sufficent enough to carry on with a crm install. i have been advised that i will not need to install the reporting services stuff from crm? as it is sql 2000 version?

Is CRM being installed on the same server?

You might want to reconfigure SRS to be in its own website with its own AppPool, as you have SSL required on the sites within the default site (as it should be with OWA)

Unless CRM can see the SRS, it won't be happy.  You will be back to installing SRS 2000 from the media and trying to point that to SQL 2005 which I am unsure if it is supported.  Doing so, you will also have to remove the original SRS DBs.

So best plan is to reconfigure SRS Report Server Virtual Directory and Report Manager Virtual Directory, I believe you can create a new website from within that interface, if not create a new website from IIS and use it for SRS.  Then point CRM 3.0 to it.

CRM is being installed on the same server.

so that i have read your email correctly...i would need to create  a new website in IIS websites for reports & report server with its own app pool. (settings for this can be compare to settings for oma)

at what part of the crm install do i point it to the new website? would this be done after the install?

WilyGuy,

i have now created a new website and allocated the reports & report server to it, please see attached. no ip has been allocated to this, when i try to view it in a web browser, i keep getting the error web page cannot be displayed?

still can't get my head around this? could you tell me what i am doing wrong?

next plan is to install crm from the CD without reporting services.

Apologies for doing your head in, i'm just trying to sort this out.

IIS-new-website.JPG

And you are using the port (or did you browse from the INETMGR?)?

i've tried browsing from within IIS and through web browser using port 80, still no luck

Wilyguy,

quick questions would i need a secure communications certificate for new RS website?

OK, so it is really weird that it won't come up for you.  I would figure that browsing from IIS would work.  RS would be on that new website you created that was on a different port, so don't forget the port when using IE.

The necessity for SSL depends on CRM.  I would recommend that you "move" the Reports and ReportServer under the CRM website and protect it all with SSL if you are going to publish CRM outside.

so http://localhost:88(or whatever port it is on)/reportserver doesn't give you anything?
and that website isn't stopped, correct?

WilyGuy,

sorry i've not replied. scrapp the above question all together. i have now removed sql 2005 and installed sql 2000 with sp4 i've also installed reporting services on this as well.  i now have 2 errors;

1) when i loaded the reports in a internet browser i now get the following error "the report server installation is not initialized" i have checked the services and the reportserver service is started. please see reports error image below

2) even with the above error i tried to install CRM 3, however i got the following errors. please see image crm error.

i believe that i am moving forward with this, but there are a few issues that need sorting. your help on this would be much appraciated.

reports-error.JPG
crm-error.JPG

WilyGuy,

just to give you an update, i have now managed to get the report server to work, i can access the reports via the web browser without any issue's. it seems that sql 2000 works much better than sql 2005 with reporting services.

the only issue i have now is when i try to install CRM 3.0 i keep getting the above issue with the reporting service? any idea.

You should be able to go to the ReportServer URL and that will initialize.

I can't tell entirely, but the addresses in the two windows look different.  One is CallServer on HTTP and the other is HTTPS and an IP.

I typically recommend testing in IE and using the address that tested and worked in the setup.

The first problem IS the reason for the error on the Second.

There is a registry key that you CAN create to be able to hit next, but you'll still have to fix SRS and then republish the reports.  You may have to create the initial hive HKLM|Software|Microsoft|MSCRM, then within that create a DWORD called "IgnoreChecks" and give that a value of 1.  Again, you WILL have to fix SRS if you want reports in CRM.

WilyGuy,

just to confirm i have now fixed the first issue, it was to do with the security setting within IIS for the report server/ reports and then running a script in the command prompt.
 however i am still getting the same CRM issue above? thanks for the short fix however i gonna have to look for a long term fix.

the thing is that i dont understand why CRM 3.0  is picking up the IP addrsss (85.184.140...) because this is our external IP. Internally we just use callserver\reports or callserver\reportserver.

You should be able to modify it in the CRM setup...
CRM slugs what it THINKS, but you can change it to the internal.

i using the CRM 3.0 small business edition, this doesn't give you the option it asks for the key and then wether you want to do a standard or custom install, then the organisation name and thats it. everything else it does it self and just gives me successful with a green tick or error with a red cross.

just wondering would it be picking this off the system, it maybe something that i haven't deleted from the previous installs. although i have removed the program files and some of the keys in the regedit.

i did find some jobs in the sql 2000 server for crm, i have now deleted these.

I would uninstall the SRS that you installed separately and let CRM install it in that case.  Make sure you delete the databases....

before i installed reporting services on the server, i did try to install crm however i had an error stating that reportserver could not be found

Was that with SQL 2005 installed?

yes it was with the sql 2005

Make sure there aren't any Reports or ReportServer Virtual Directories, no ReportServer or ReportServerTempDB Databases.

Then install CRM and it SHOULD install SRS for you within the CRM website.

Just to confirm this will work with sql 2000, wont it?!!!

i have now deleted virtual directories and the database, i now get the following

Specified Reporting Services Report Server http://CALLSERVER/ReportServer was not found.

does this mean that i shouldn't had deleted the virtual directories?

I am extracting an image....will get back later.  SBS 3.0 should work with both SQL 2000 as well as SQL 2005.  I want to see where it is getting its SRS URL information from.

Are you doing the Default Install or the Custom?

Custom should let you choose to install it....

WilyGuy,

i have now managed to fix the issue and have managed to install crm 3.0 along with the sql 2000 reporting services without any further issues.

what i did was re-install reporting services without the ssl ticked and then made sure that the reporting services worked before installing crm 3.0 - the issue was with the SSL certificate within IIS it has picked up a IP which we dont use. anyway crm is fully installed including the v3c version. next stop is to install the rollups for v3c and then create the users.

Thank you for all your help and the time you have spent helping me out. much appreciated. all the best