Error message when you try to start Microsoft Outlook after you install the Microsoft Dynamics CRM client for Outlook: "There is a problem communicating with the Microsoft CRM Server"

You receive the following error message when you try to start Microsoft Outlook:If you click OK, you receive the following error message:This issue occurs after you install the Microsoft Dynamics CRM client for Microsoft Office Outlook.

You may receive the following error message in the Environmental Diagnostic Wizard: Additionally, the following Kerberos event is logged in the Application log:

Event ID: 14

Cause 1

This issue occurs if you used the IP address of the Microsoft Dynamics CRM server instead of the DNS name during the Microsoft Dynamics CRM client for Outlook installation. An example of a DNS name is http://crm.

Cause 2

This issue occurs because the user who is accessing the Microsoft Dynamics CRM client for Outlook is in Restricted access mode.

Cause 3

This issue occurs because the .srf extension mapping of the MSCRMServices service is missing in Microsoft Dynamics CRM.

Cause 4

This issue occurs because a stored user name and a stored password are present on the client computer. If you change your own password on the computer, the password is not updated.

Cause 5

This issue may occur because the Exchange System Manager and Microsoft Outlook are installed on the same computer. We do not support the installation of both programs on the same computer. This situation can cause errors when Exchange and the Outlook versions of MAPI run at the same time.

Cause 6

This issue can be caused by a VPN connection not being configured to send the domain name along with the user login when connecting to the Microsoft Dynamics CRM server.

Resolution 1

To resolve this issue, use one of the following methods.

Method 1: Add the IP address of the Microsoft CRM server to the Trusted Sites list of the Local intranet zone on the computer that is running the Microsoft Dynamics CRM client for Outlook

1. Start Internet Explorer.
2. On the Tools menu, click Internet Options.
3. Click the Security tab.
4. Click Local intranet, click Sites, and then click Advanced.
5. In the Add this Web site to the zone box, type the IP address of the Microsoft CRM server, and then click OK three times.
6. Restart Microsoft Outlook.

Method 2: Verify that the correct URL for the Microsoft CRM server is in the ServerURL and WebAppUrl registry keys

1. Click Start, click Run, type regedit, and then click OK.
2. Locate the following subkey:
   HKEY_CURRENT_USER\Software\Microsoft\MSCRMClient
3. Verify that the URL listed in the
   ServerURL
   and the
   WebAppUrl
   registry keys contains the correct URL for the Microsoft CRM server.
   
   An example of a URL in the
   ServerURL
   registry key is as follows:
   http://servername:5555/mscrmservices
   An example of a URL in the
   WebAPPUrl
   registry key is as follows:
   http://servername:5555
   Notes
   • servername is the name of the Microsoft CRM server and 5555 is the port number on which Microsoft CRM is installed.
   • If Microsoft CRM is installed on port 80, you do not need the port number listed in the registry keys.

Resolution 2

To resolve this issue, follow these steps:

1. Start Microsoft CRM.
2. Click Settings, click Business Unit Settings, and then click Users.
3. Double-click the user who is experiencing this issue.
4. In the User window, click the information side tab.
5. Click to clear the Restricted Access Mode check box in the bottom section of the Microsoft CRM License Information.
6. Save and close the page.

Resolution 3

To resolve this issue, follow these steps:

1. On the Microsoft Dynamics CRM server, click Start, click Run, type inetmgr, and then click OK.
2. In the Microsoft Internet Information Services (IIS) Manager dialog box, expand the server, expand Web Sites, expand Microsoft CRM v3.0, right-click MSCRMServices, and then click Properties.
3. In the MSCRMServices Properties dialog box, click Configuration on the Virtual Directory tab.
4. In the Application Configuration dialog box, click the Mapping tab, and then click Add.
5. In the Add/Edit Application Extension Mapping dialog box, type the following path in the Executable box:
   "C:\Program Files\Microsoft CRM\Server\bin\CrmIsapi.dll"
   Note In this path, the text must be enclosed in double quotation marks.
6. In the Extension box, type .srf.
7. In the Limit to box, type GET,POST,HEAD.
   
   Note In this value, the text must not include quotation marks or spaces between the words.
8. Click to select the Script engine check box and the Verify that file exists check box. Then click OK.
9. Click OK two times to confirm the changes.
10. Restart the Microsoft Dynamics CRM server. Then run the Rule Deployment Wizard.

Resolution 4

To resolve this issue, follow these steps:

1. Click Start, point to Settings, point to Control Panel, double-click User Accounts, and then click the Advanced tab.
2. Click Manage Passwords.
3. Delete any stored usernames and any stored passwords that refer to the Microsoft Dynamics CRM server.

Resolution 5

To resolve this issue, do not install the Outlook client on the computer that is running Microsoft Exchange Server.

Resolution 6

To resolve this issue, enable the user to enter the domain name in the connect to properties for the VPN connection.

1. Click Start, click Control Panel, and then click Network Connections.
2. Right-click the VPN connection, and then click Properties.
3. Click the Options tab, mark Include Windows logon domain, and then click OK.
4. Disconnect the VPN, and then re-establish the connection.
5. Login using your login credentials, including the domain name.

For more information, click the following article number to view the article in the Microsoft Knowledge Base: