CRM/Dynamics365 Outlook Client Issue & Fix

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CRM/Dynamics365 Outlook Client Issue & Fix

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This article documents a work around to the issue of “Waiting for a page to be retrieved from a CRM Server” when attempting to open a Microsoft CRM/Dynamics 365 record from a Microsoft Dynamics CRM Outlook client or a Microsoft Dynamics 365 Outlook client.

 

This problem is due to a recent security update from the Microsoft Office team that prevents Microsoft Outlook add-in applications from accessing the Roaming appdata folders.  This and the resolution to fix the issue is documented in the Microsoft KB article, Microsoft Dynamics 365 for Outlook is unable to render webpages after installing the October 2017 Microsoft Outlook security update.

 

After adding the registry keys below to each Microsoft CRM Outlook client workstation or Microsoft Dynamics 365 Outlook clients (based on the version of Microsoft Office installed) and restarting Microsoft Outlook, users will then be able to again open Microsoft Dynamics 365/Microsoft Dynamics CRM records from the client.  Note that this is something that will affect all Microsoft Dynamics CRM Outlook client versions and Microsoft Dynamics 365 Client versions.  This is also something that could be added as a Group Policy if clients are part of an Active Directory domain.

 

The following registry key is dependent on the version of Microsoft Outlook installed:

Microsoft Outlook 2016:

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Security] “EnableRoamingFolderHomepages”=dword:00000002

Microsoft Outlook 2013:

[HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Outlook\Security] “EnableRoamingFolderHomepages”=dword:00000002

Microsoft Outlook 2010:

[HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Security] “EnableRoamingFolderHomepages”=dword:00000002

Once this registry key is added to the local client, Microsoft Outlook must be restarted and the add-in will be able to render webpages without issue.

 

 

If you see this issue still occurring or need assistance with adding the registry keys to fix this issue please contact us to assist.

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