78

Can't believe nobody's posted this yet. I just searched for the word 'crash' and found only two references to Outlook, with only 1 vote each. Maybe this is unique to our environment so if anyone has a suggestion, I'm all ears. But I haven't found one yet so I'm posting here.

We're running a combination of Office 2007/2010 on Windows 7 SP1 x64 systems. The Outlook clients all worked fine, with or without the CRM 4 clients. Then after upgrading to CRM 2011/RU5, we've had nothing but complaints from users who have their Outlook sessions crash at various times throughout the day, without any apparent pattern of usage to begin to isolate the problems.

All we get in the event logs are Outlook app crash errors, event ID 1000 - nothing specific. As soon as we remove the CRM client, no more crashing.

It's pretty important that this work without crashing the client all day - it's deterring users from wanting to use the product.

STATUS DETAILS
Declined
Ideas Administrator

 

Thank you for your feedback. We are not considering the suggestion at this time due to the following reason: Not applicable. if this is still happening for CRM 2011 or any latter version, please file a support case and the team will investigate. We have done a lot of work on stability since CRM 2011 UR11.

 

Comments

D

Now that is great feedback! Providing bug information directly to a support engineer will allow us to provide a direct solution for product issues. We've found that by providing our customers direct access to engineers, we are able to resolve most issues with the highest efficiency. But for issues that don't require an immediate solution, you are right that currently there is not a good forum to report them. I hope you are happy to hear that we have a team already assembled and working on providing exactly this type of forum to increase communication between our product team and our customers.

Tony S.
Dynamics CRM
Program Manager

Category: Microsoft Office Integration

D

Thank you for your response this seems to be a bug not a feature request.

If you are still experiencing this issue on the latest release of CRM or feel it is of high importance please contact support to help identify and make sure this bug is entered and tracked for you as the customer.

https://community.dynamics.com/crm/p/support.aspx

The following link can help you with creating your support request.

Category: Microsoft Office Integration

D

right - that's because you don't offer any solution for reporting bugs other than this forum. you should. not everyone can spend hours on the phone with MS support to tell you about bugs in your products - we need a quick, consistent and efficient way to report them that does not require using one tool for bugs and another for feature requests.

Category: Microsoft Office Integration

D

i've had clients complaining about crashes, and now we have been able to consistently reproduce outlook crashes simply by opening up to 15 crm screens from within outlook. doesnt matter if they are all contact screens, or if we mix it up a bit. As soon as we get to 13, 14 or 15 screens open (about 700mb memory usage on outlook) outlook crashes "unexpectedly".

keeping only one or two open seems less likely to end in a crash.

Event Log Errors:

Faulting application name: OUTLOOK.EXE, version: 14.0.6117.5001, time stamp: 0x4f3e2d20
Faulting module name: KERNELBASE.dll, version: 6.1.7601.17651, time stamp: 0x4e211319
Exception code: 0xe0434352
Fault offset: 0x0000b9bc
Faulting process id: 0xd3c
Faulting application start time: 0x01cd4cf57c8baba9
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office14\OUTLOOK.EXE
Faulting module path: C:\Windows\syswow64\KERNELBASE.dll
Report Id: 4b21993b-b8e9-11e1-8862-463500000031

Fault bucket 2924397477, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: OUTLOOK.EXE
P2: 14.0.6117.5001
P3: 4f3e2d20
P4: KERNELBASE.dll
P5: 6.1.7601.17651
P6: 4e211319
P7: e0434352
P8: 0000b9bc
P9:
P10:

Attached files:
C:\Users\regan.murphy\AppData\Local\Temp\CVRD616.tmp.cvr
C:\Users\regan.murphy\AppData\Local\Temp\WER8C1B.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\regan.murphy\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_OUTLOOK.EXE_397b96ff3ad5647791dadf5cae8d3fb2176af7_14e8c3ae

Analysis symbol:
Rechecking for solution: 0
Report Id: 4b21993b-b8e9-11e1-8862-463500000031
Report Status: 0

Category: Microsoft Office Integration

D

how is this issue "resolved" (as tracking)?

if you are only tracking the issue, then doesn't that mean it's unresolved?

and if you ARE tracking it, then shouldn't you be asking for logs or more detailed info from users?

(i'd be happy to provide whatever info needed if it would help make this product just work)

Category: Microsoft Office Integration

D

Also, there's this: http://community.dynamics.com/product/crm/f/117/p/58645/105880.aspx

And this: http://www.experts-exchange.com/Database/Software/CRM/Q_22634519.html

And this: http://social.microsoft.com/Forums/en-US/crm/thread/d8a4c38c-34e2-41fa-ba0e-b322d7ae2161#d8a4c38c-34e2-41fa-ba0e-b322d7ae2161

And this: http://social.microsoft.com/Forums/en-US/crm/thread/ad908617-211e-42a9-bfc5-3ad279100531#ad908617-211e-42a9-bfc5-3ad279100531

And this: http://social.microsoft.com/Forums/en-US/crm/thread/c1fbac8a-d944-4515-a5af-17473e0ecebe#a6b93856-0d35-49e7-939c-14ce0957a97f

Seems this is not an isolated problem, and we aren't the only ones affected.

We've been TRYING to use the CRM OL client since CRM 3.0, then 4.0, through WinXP, Vista, Win7. Results are always the same - it works long enough to get users interested, then becomes so unreliable that people just give up and start removing it. It's become a bad joke in our organization - such untapped potential, but nobody needs OL crashing several times a day. Why hasn't MS put more time and effort into stabilizing the client, rather than adding new features, which are great, but I'll take stability first over new functionality.

Category: Microsoft Office Integration

D

Have not been able to confirm 100% yet but I think I might have this isolated to where it happens primarily when you are actually *using* the product, by converting emails to new Opps.

Category: Microsoft Office Integration

D

I'm with you Daniel - I can't believe that there are only 2 votes for this. Have a look at the number of threads a CRM user has open on the Exchange server too.

Category: Microsoft Office Integration