Get you hands on the Re-release. This may solve your problems. Also make
sure that you have all the appropriate service packs installed
If not try each of these steps:
TechKnowledge
Microsoft CRM Sales for Outlook Client Installation
Troubleshooting Tips
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Document ID: 32149
Date Created: 7/30/2003
Date Last Modified: 8/22/2003 2:47:26 PM
Language: English - United States
Country: USA
Product: Microsoft CRM
Versions: 1.0
Modules: Microsoft CRM Sales for Outlook
Microsoft CRM Sales for Outlook Client Installation
Troubleshooting Tips
These steps will help troubleshoot most Microsoft CRM Sales for
Outlook client installs.
1. Microsoft CRM Server needs to already be installed.
Reference the Microsoft CRM Implementation guide for additional information.
2. Add a license to Microsoft CRM Server and set up users with
a license and a valid Microsoft CRM role or roles. See the Microsoft CRM
User guide and Microsoft CRM Implementation guide for additional details.
3. Set up Domain Users who will be logging in as Microsoft CRM
Sales for Outlook clients as local administrators of the machines that they
install to. Navigate to Computer Management | Local Users and Groups. Open
Groups and add the Domain user to the Administrator's group.
4. Set up Domain Users as SQL Logins and grant them access to
the SQL Publications for Microsoft CRM as per the steps listed on page 125
in the "Adding Users to SQL Server" section of the Microsoft CRM
Implementation Guide.
Note The Microsoft CRM databases have to be installed to the
default instance of SQL Server -- This will not work with them installed to
a named instance or to a Microsoft SQL 2000 Cluster server as this uses
named instances.
5. Microsoft CRM Sales for Outlook can only be installed on a
Windows 2000 Professional or a Windows XP Professional client (Windows 2000
Server is ok also).
6. The Microsoft CRM Sales for Outlook client can be used with
Outlook 2000 or Outlook 2002.
a. If used with Outlook 2000, install Microsoft Outlook
2000 SP3 and also install the Outlook 2000 Post SP3 hotfix provided on the
Microsoft CRM Supplemental CD.
b. If using Outlook 2002, install Outlook 2002 SP2 or
later.
7. Irregardless of the version of Outlook used (2000 or 2002),
the Domain user who will use the Microsoft CRM Sales for Outlook client must
log into the domain and launch Microsoft Outlook, setting up a profile. See
page 130 in the Microsoft CRM Implementation Guide.
This user should also setup access to the Exchange server if
access has not already been granted. (Typically this will already be done
unless setting up a network and Microsoft CRM at the same time.) Test
sending email to other users inside and outside this domain to verify that
Outlook as been setup correctly.
8. Log in as the domain user who will install and use the
Microsoft CRM Sales for Outlook client. You will not be able to install
Microsoft CRM Sales for Outlook as a domain or local administrator and be
able to use the Microsoft CRM Sales for Outlook client as another user on
that same computer. Microsoft CRM Sales for Outlook will only be able to
work when installed by a domain user who is a licensed Microsoft CRM user
who has a license and a valid role.
Microsoft CRM Sales for Outlook client can also only be used by
one user per computer. If you log into this computer as any other user,
they will not be able to use Microsoft CRM Sales for Outlook.
9. Microsoft CRM Sales for Outlook client must be installed to
the same domain or in a parent or a child domain that the Microsoft CRM
server(s) and that the Microsoft SQL 2000 Server is located in.
10. Close Microsoft Outlook and any synchronization tools for
synching with Palm Pilots or Windows CE devices as these may keep the
Outlook.exe program open. Run the Task Manager program and verify in the
Processes tab that the Outlook.exe program is not running. Close the
Outlook.exe program before installing Microsoft CRM Sales for Outlook.
11. Do a Control | Alt | Del and verify that the Logon
Information shows that you are logged into the domain and not the client
computer (Domain\Username).
12. Launch Internet Explorer (should be version 5.5 SP2 or
later) and browse to the site that Microsoft CRM server is installed to,
such as http://crmserver. This will ensure that this user is able to log
into the Microsoft CRM Server. If this step fails, troubleshoot this
problem first before continuing with the install of the Sales for Outlook
client.
13. Start the install of the Microsoft CRM Sales for Outlook
client. If you wish to create a log file, run the setup program using the
command "D:\Setup.exe /LV C:\RichClientinstall.txt" where D: is the drive
letter of the CD where the Microsoft CRM Sales for Outlook client is
installed.
Note You must install from the Microsoft CRM Sales for Outlook
client CD or have copied the setup files to a directory on one of the local
hard drives that does not have any spaces in the pathname.
14. If the Microsoft CRM Server location specified is correct
and you get an error indicating that the "Microsoft CRM Server location is
invalid", you must check the properties of the Microsoft CRM Version 1.0 web
site on the Microsoft CRM Server. Navigate to Start | Program Files |
Administrative Tools | Internet Services Manager | Machine name | Microsoft
CRM Version 1.0. This web site on the Microsoft CRM Server(s) needs to use
the following settings to be recognized by the Microsoft CRM Sales for
Outlook client:
IP Address = All Unassigned
TCP Port = 80
No Host Headers should be assigned to this web site
15. Once the install completes, you should receive a message
indicating that the install completed successfully. Reboot the workstation,
even if it does not say that you need to reboot.
16. After rebooting the workstation, log back into the domain
as the user who installed the Microsoft CRM Sales for Outlook client.
Launch Microsoft Outlook and click on the CRM Shortcuts folder. Verify that
you can see accounts, leads, contacts, etc. while working online. Note that
launching Microsoft CRM Sales for Outlook the first time you after it has
been installed will take longer than subsequent times.
17. While connected to the network go offline using the
Microsoft CRM Sales for Outlook client. This process may take a
considerable amount of time for the initial synchronization process
depending on the amount of records and data visible to the client user. To
help potentially reduce the synchronization time if a large number of
contacts are synchronized to your personal contacts it is best to press F9
to Synchronize Microsoft Outlook with the Microsoft Exchange 2000 Server
before going offline with the Microsoft CRM Sales for Outlook client.
Subsequent times will only synchronize changes and should take much less
time.
Additional Notes
Installation troubles are typically from overlooking one of the
steps above or from having network problems. Steps to troubleshoot this
should always include some of the following:
a. Application and System event logs on the client
workstation.
b. Installation log file created in step 13.
c. TCP/IP troubleshooting -- Use IPConfig /All and
NSLOOKUP to help diagnose connectivity and name resolution from the client
workstation to the Microsoft CRM Server(s), the domain controller(s), and
the SQL Server(s). If NSLOOKUP fails, verify if reverse lookup zone(s) have
been defined on the DNS server for the network and if a pointer record
exists for the DNS server and other computers in the network.
d. DCDIAG and NETDIAG log files
References
The Microsoft Customer Relationship Management Implementation
Guide (IG.PDF) is available on the Microsoft CRM documentation CD, which
comes with the Microsoft CRM installation CD.
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