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After computer recovers from sleep mode CRM 4 outlook client can't authenticate.

Medium Priority
Last Modified: 2013-11-24
We have just upgraded to CRM 4. When a computer returns from sleep mode we get the following message in the outlook client:-
"Microsoft Dynamics CRM is trying to authenticate your credentials by switching authentication methods".
The user then needs to close outlook and reopen as all the CRM links are greyed out.
It appears to only have started since the CRM upgrade. We would prefer not to turn off the power save function on the computers
Any ideas?
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Some suggestions:

Try making sure that you have all the latest rollups (curretntly, Rollup 2 is available).  It should be installed on both the server and each user PC - though I have been told by Microsoft that you can install it only on user PCs and it will still work.

When you do the upgrade, check for some of the "manual fixes" that need to be made to see if any of those are relevant.

Try to install the IFD (Internet Facing Deployment).  The problem you are having is that your PCs are dropping the connection to your network while in the sleep mode.  When they come back, CRM can't "find" the server.  By installing an IFD, your users PCs can find CRM even if they are out on the Internet and not behind your firewall.  No promises, but it could fix your issue.

Consider installing the Laptop Outlook Client.  If someone loses their Internet connection and/or network connection, the laptop client will switch to offline mode (so users can keep working even without an internet connection).  To go back online, they just click the "go online" button in outlook and their CRM connection is restored.  NOTE: The laptop client is prone to a few more issues than the standard desktop client for CRM is - I don't recommend deploying this to all users at once ... play with it and make sure that it can work in your environment before rolling it out to all users.


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Thanks for the help. I will deploy the rollup 2 and see it that helps. I will look into the Internet Facing Deployment as I am not familiar with it. You description of the problem seems spot on it's just whether IFD is the answer I guess.



We have the same (or similar) experience with our MSCRM4.0 installation. If I put the computer to sleep with Outlook running, take it home and back to the office the next day and resumes it, the CRM plugin will not connect, all buttons will be disabled. Very annoying. I then have to restart Outlook to have CRM reconnect.

I found this thread touching the problem: http://social.microsoft.com/forums/en-US/crm/thread/fce81ec5-500e-4ec4-8b08-4421b3ae8f23

As for IFD, not every organization would like their customer data exposed to the internet like that, so unless you really need IFD anyway I wouldn't settle for that as a workaround. I'd rather contact Microsoft support to make sure they're aware of the problem.

By the way I currently have Rollup 1 of the client. I will try to upgrade to Rollup 2 right away to see if it helps.

I've installed CRM 4.0 for Outlook Rollup 2 now, and my first tests show that my problem is solved! After I go home for the day and come back tomorrow I will know whether it really is. Our server is still at Rollup 1 by the way.

It seems that this issue http://support.microsoft.com/kb/956859/ was the cause of my troubles, and it is included in rollup 2. I hope installing Rollup 2 on your clients will fix your issue as well.

glad to hear that rollup 2 worked ... hopefully for BOTH of you.

Be aware that rollup 2 might creation some new issues (what Microsoft calls "regressions").  The only one I have run into so far is only caused on the server - it updates the web.config files and drops some information that is required in order to publish workflows - so none of your users will be able to update workflows.

It is an easy fix.  So if you do the install (again, this only affects the server - if you install only the rollup 2 client on user machines, you shouldn't run into this problem) and have this problem, post a note here and I'll track down the fix.

It turned out it didn't fix my problem afterall. When I have used the computer away from the corporate network and have kept Outlook running (through Vista sleep mode) it doesn't automatically reconnect to our MSCRM server when I get back to the office. So I guess I'll just have to learn how to restart outlook more often ;-)


Sorry about the delay. I only visit this site each wednesday. I did a rollup 2 fix on one workstation and it appears to have fixed the problem. The computer has only gone to sleep once today but it reconnected which it has not done in the past. I will wait until next Wednesday before closing the case


Thanks for your help. I could not believe how quickly you answered.
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