Resetting Outlook Integration for Microsoft Dynamics CRM

When your Microsoft Dynamics CRM Outlook integration is working properly, you will be able to view emails tracked from Outlook in CRM.  You also should be able to click on the Track button in Outlook in order to promote an email to CRM.  If this button is grayed out, your Outlook integration may need to be reset.

Below are the steps to complete to reset your Outlook integration.

 

1. Close Outlook.
2. Using File Explorer or Windows Search, in the Navbar, type in %appdata%\Microsoft.
3. Click on the MSCRM folder.
4. Press the Delete key on your keyboard. Confirm that you want to delete the folder if prompted.
5. In the same window, in the Navbar, type in %localappdata%\Microsoft.
6. Once again click on the MSCRM folder.
7. Press the Delete key on your keyboard. Confirm that you want to delete the folder if prompted.
8. Now using Windows Search, type in "Configuration Wizard" which will open a new window.

9. From the list that opens, select your database.
10. Click the Delete button on the right side of the screen, then confirm that you want to delete the integration.
11. Now select the Add button on the right side of the screen.
12. A new window will appear asking for the Microsoft Dynamics CRM URL for the database, enter the URL of your organization.
13. Select OK.

Depending on your version of the Microsoft Dynamics CRM Outlook integration, you will need to enter your login information directly after this step or after opening Outlook.  After you enter your login information, your track button should no longer be grayed out.

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About the Author
Tom Duwe is a CRM support specialist for TopLine Results Corporation.  He provides support for Act!, Microsoft Dynamics 365, ClickDimensions, Salesforce and TopLine addons.