In this article, I am covering the issues and scenarios we face with Dynamics CRM functionality when an older version of Outlook is un-installed and a user upgrades or installs newer version of outlook again in same machine.
As we all know CRM for outlook client is widely used by CRM users which gives them ease to access CRM directly in their Outlook, it is very important that we know if we have remnant of older version of Office Outlook it creates issues with certain CRM functionalities.
For instance if you have recently upgraded from Outlook 2007 to Outlook 2013 32 bit or 64 bit.
Recently, I saw a unique issue that occurs if Outlook 2007 remnants are left in your machine. We see that the CRM Reading pane in outlook client for CRM is showing only contact preview for all entity records.
We click on accounts or contacts or leads but it opens your contact card from outlook in the reading instead of showing the actual record.
We made sure that we uninstalled Outlook 2007 using a usual method of uninstall from control panel add and remove programs. Tried looking at various option how it is related to our reading pane issue.
How to go about Troubleshooting such Issues
File > Options > Advanced and in the Developers section check the 'Show add-in user interface errors' then restart.
There were no errors.
1. Uninstall The Microsoft Dynamics CRM 2011/2013 Client from Control panel.
2. Delete MSCRM folder from C:\Users\Your username\AppData\local\Microsoft\MSCRM
3. Perform similar step for C:\Users\Your username\AppData\local\Microsoft\MSCRM and delete MSCRM folder if it exist.
4. Uninstall Office 2007 Completely.
5. Uninstall Office 2010
6. Install Office 2010.
7. Install Microsoft Dynamics CRM 2011/2013 Client.
"PrimaryInteropAssemblyName"="Microsoft.Office.Interop.Outlook, Version=184.108.40.206, Culture=neutral, PublicKeyToken=71E9BCE111E9429C"
This corresponds to Office 2007.
If the user is using Office 2010, they will need to be using the following:
"PrimaryInteropAssemblyName"="Microsoft.Office.Interop.Outlook,Version=220.127.116.11, Culture=neutral, PublicKeyToken=71E9BCE111E9429C"@="Microsoft Outlook 14.0 Object Library
9.2 Outlook 2003
9.3 Outlook 2007
9.4 Outlook 2010
9.5 Outlook 2013
Of course there are various other keys which get added with install of Outlook but this was one of the registries which was causing issue with CRM.
In certain scenario you might get an error while deleting or renaming this key
"Cannot delete 9.3. Error while deleting key"
For this you can follow below kb :-