CRM client error

Hi All,

We have successfully been using MS CRM Dynamics for some time now and recently we have had several users run into an issue when attempting to track an email in CRM via the MS Outlook track in CRM feature.

The issue appears to occurs randomly and when the user selects track in CRM they receive the following error:

"An error occurred promoting this item to microsoft dynamics crm the microsoft dynamics crm server could not be contacted or the user has insufficient permissions to perform this action"

i Have googled this error and tried the suggestion posted here to no avail.
https://community.dynamics.com/crm/b/crmbusiness/archive/2011/08/04/crm-4-outlook-not-tracking-promoting-replies-incoming-email.aspx

Any suggestions and advise on how to rectify this would be greatly appreciated.

Thanks
A.
Adma1Asked:
Who is Participating?
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Rikin ShahMicrosoft Dynamics CRM ConsultantCommented:
Hi,

This issue can be fixed by clearing a temporary file location known as a “cache”, in Outlook. Follow below steps-

From Outlook, open the File menu and click Options to bring up the Outlook Options window. Click Advanced on the left, then scroll down to the Developers heading, and click the Custom Forms… button.

The Options window opens. Click the Manage Forms… button.

The Forms Manager window opens. Click the Clear Cache button.

Check tracking with the same item again. These steps should solve the issue.
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
Adma1Author Commented:
Hi Rikin_Shah

I tried your suggestion unfortunately to no avail, we ares till experiencing the same issue.

I have taken a screen shot of the the outlook clear cache as there does not appear to be anything in the list here.
Outlook-clear-cache.png
0
Adma1Author Commented:
I managed to resolve this issue by removing the PDF attachment associated with this email we were attempting to track and all seems fine. Seem strange that we couldn't track this email due to a PDF file attachment. Anyway it worked for us.

Thanks for your assistance and prompt response.
0
Adma1Author Commented:
I managed to resolve this issue by removing the PDF attachment associated with this email we were attempting to track and all seems fine. Seem strange that we couldn't track this email due to a PDF file attachment. Anyway it worked for us.
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Microsoft Dynamics

From novice to tech pro — start learning today.