How To Fix CRM Outlook Plugin Issues - Datel...Ensure ACCPAC CRM for Outlook is ticked. How To Fix...

How To Fix CRM Outlook

Plugin Issues Sage CRM Help Sheet

How To Fix CRM Outlook Plugin Issues Sage CRM Help Sheet

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1. Prerequisite Checks

Before implementing any fixes it is essential that the basic requirements and checks are met.

1.1. Compatibility

Please ensure your system meets the requirements to use the plugin.

1.1.1. Framework

In order to install CRM Outlook Plug-in, the Client system must have Microsoft .Net Framework installed

2.0 for Office 2007 & 4.0 Client Profile for Office 2010. Windows 8 requires Microsoft .Net Framework

in version 3.5 for Office 2007, and 3.5 and 4.5 for office 2010.

Note: CRM will remind the user that the correct framework needs to be installed, providing download

links for each when the installation of the plugin is initiated.

1.1.2. Internet Browser

Access Sage CRM with a 32 bit version of Microsoft Internet Explorer to install and use the Outlook

plugins.

1.1.3. Outlook

Classic Outlook Plugin supports Outlook supplied with 32-bit editions of Microsoft Office

Note: For Classic Outlook Plugin, the Outlook UI must be in one of the following languages; English,

French, German & Spanish.

Lite Outlook Plugin supports Outlook supplied with 32-bit & 64-bit editions of Microsoft Office.

To find which version of Outlook is installed on your machine, navigate through this path in Outlook

(path may vary slightly with each Outlook version):

File > Office Account > About Outlook


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1.2. Plugin Enabled

If you have the plugin installed but it is not showing ‘CRM’ as a tab option, you need to check if it has

been disabled inside of Outlook.

Open Outlook.

Click File.

Click Options.

Select the Add-Ins Menu item.

Set the ‘Manage’ drop down to ‘COM Add-ins’.

Click Go.

Ensure ACCPAC CRM for Outlook is ticked.


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Ensure Sage CRM Outlook Addin is ticked.

If changes have been made, press OK.

Restart Outlook.

Click File.

Click Options.


Set the ‘Manage’ drop down to ‘Disabled Items’.

Click Go.

If ‘sagecrmoutlookaddin’ is present, highlight & select ‘Enable’.

Follow any changes by Restarting Outlook.


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1.3. ACCPACC is in from Add-ins

If the ACCPAC CRM for Outlook is missing from the ‘COM Add-Ins’ menu but the Sage CRM Outlook

Addin isn’t, then skip to the section ‘The Solutions – Remove and Add the ACCPAC Add-in’ to learn how

to include the Addin into the list.

1.4. Able to Access CRM

If an error is displayed when syncing between Outlook and Sage CRM, this may be due to the machine

being incapable of accessing the network, VPN or the CRM server is down. A simple test to identify this

is to open CRM in the web browser and see if the login screen is displayed correctly. If the machine is

unable to connect to CRM please contact your IT Department for assistance.


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1.5. Plugin Port

The plugin will normally detect the correct server details during the installation. However if CRM is

running on a different port other than the default port of 80, you will still need to change the port

number when on the ‘CRM Server connection’ stage of the install wizard even if the correct port

number is correctly present in the ‘Server Name’ field. Completing the installation without amending

the ‘Port number’ field will replace the correct port number present in the Server Name. Also ensure if

the CRM URL address uses HTTPS to click the relevant tick box.


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2. The Solutions

2.1. Basic Re-install

If you encounter the following error whilst loading Outlook or using the plugin, the first step should be

to use the uninstaller in the plugin followed by another install.

Open Outlook.

Click the CRM tab.

Select Uninstall.

Click Yes.


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After the confirmation of the un-install, click OK.

Outlook will restart.

Open File Explorer in Windows.

Navigate to the path: C:\Program Files (x86)\Sage\CRM Client\Outlook Plugin.

Delete the ‘Outlook Plugin’ folder.

Reboot the PC.


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Login to Sage CRM.

Click Preferences.

Click Install CRM Outlook integration.

When prompted, save the executable file.

Log off CRM.

Close internet Explorer.

Close Outlook.

Navigate to the save location of the executable in file explorer.


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Run ‘CRMClientSetup.exe’.

Click Next.

Tick Custom.

Click Next.


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Click Next.

Ensure the correct version of Outlook is ticked before continuing.

Click Next.

Check the populated CRM connection details are correct, amend where necessary.


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Click Next.

Click Install.

After the installation is complete, restart the machine

Open Outlook and see if the plugin is working as normal.


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2.2. Complete Re-Install

If you continue an error after the basic re-install, the next step is to try a complete re-install. Follow the

uninstall steps above, then continue with this section.

After using the uninstaller found in the CRM Tab, there are still files associated to the plugin leftover

that will need to be removed.

Note: please ensure both internet explorer & outlook remain closed during the complete removal of the

plugin. When using the instructions below a file cannot be found using the same paths as below,

continue onto the next step.

Open File Explorer in Windows.

Navigate to the path: C:\Program Files (x86)\Sage\CRM Client\Outlook Plugin.

Delete the ‘Outlook Plugin’ folder.

In file explorer, navigate to C:\Windows\Downloaded Program Files

If found in the folder, delete the ACCPACC/Sage CRM Outlook Plugin file.


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In file explorer, navigate to C:\Program Files (x86)\Microsoft Office\Office15\ADDINS

If found in the folder, delete the CRMOutlookPlugin2.ecf Plugin file.

In File explorer, navigate to C:\Users\<windows user>\AppData\Roaming\Sage\CRM

If found, delete OutlookPlugin Folder.

Note: The ‘AppData’ folder is hidden by default, open ‘folder options’ (alt key > Tools > Folder options)

and tick ‘Show hidden files, folders and drives’.


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Press Start in Windows.

Click (or search) Run.

Inside of Run, search cmd. This will open the command prompt.

Enter the command: cd C:\Windows\Downloaded Program Files

Enter the command: DIR, This is to see how many CONFLICT folders there are.


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If there are CONFLICT folders present, enter the command: DEL /q /s CONFLICT.X (Where X represents the number of the CONFLICT folder to delete e.g. CONFLICT.1)

Repeat the command for each CONFLICT folder.

Close command Prompt.

The Next step is to remove the registry entries left behind by the plugin.



Inside of Run, search regedit.

Locate the following and delete the keys if they exist:

HKEY_CURRENT_USER\Software\ACCPAC\CRM\OutlookPlugin

HKEY_CURRENT_USER\Software\ACCPAC\CRM\Sync

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\OutlookAddIn2003

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Code Store Database\Distribution Units\{D35A424F-7331-40EE-9AD4-066E93BEF635}

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\SharedDlls\ crmoutlookplugin*.*

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Messaging Subsystem\MSMapiApps\ crmoutlookplugin*.*


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After removing the above keys, click Edit.

Click Find.

In ‘Find what’ enter ‘crmoutlook’.

Click Find Next.

Delete the keys with the mention of the CRM outlook plugin.


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Repeat the Find and continue to delete the keys until the search returns no more.

Note: A quick way of executing the Find again is by pressing Ctrl-F, then the Enter key.

Finally, before installing the Plugin again ensure the Internet Explorer and Microsoft Outlook processes

are not running in the task manager.



Inside of Run, search taskmgr.

Click Processes tab.

Locate iexplore.exe or outlook.exe.

If found, right hand click and End Process.


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2.3. Remove and Add the ACCPACC Add-in

If you encounter the following errors whilst loading Outlook, trying to use the CRM plugin features (such

as Sync) Or find the Outlook Tab hasn’t appeared and checking the COM Addin-Ins shows that ACCPAC

CRM for Outlook has disabled itself, implement the subsequent fix.

Open Outlook.

Click File.

Click Options.


Set the ‘Manage’ drop down to ‘COM Add-ins’.

Click Go.


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Select ACCPAC CRM for Outlook.

Click Remove.

Click OK.

Restart Outlook.

Using the steps above, navigate back to the COM Add-Ins settings.

Click Add. The will open a File Explorer.

In the File Explorer, browse to C:\Program Files (x86)\Sage\CRM Client\Outlook Plugin.

Change the drop down in the left corner to ‘All Files’.

Select crmoutlookplugin.ocx.

Click OK.

Ensure the ACCPAC CRM Addin for Outlook is checked inside of COM Add-in settings.

Click Ok.

Restart Outlook.

The issue should now be resolved.

How To Fix CRM Outlook Plugin Issues - Datel...Ensure ACCPAC CRM for Outlook is ticked. How To Fix...

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