Troubleshooting the Outlook Client

1. Troubleshooting the Outlook Client Summit 2010 Our Premier Sponsors

2. Troubleshooting the Outlook Client • Agenda • Welcome • Short Presentation • Interactive Discussion • Wrap-up

3. Troubleshooting the Outlook Client Your Speaker • Donna Edwards - MVP, VisionAIR, Inc, edwardsdna@msn.com

4. Session Approach & Information • Resources & Links • Available in “Take Aways” • Key Objective is to Arm You with Tools to Effectively Troubleshoot Issues • Leverage Application • As needed to support discussion

5. Understanding the Basics • Rollup 7 (Minimum) • Installation Link Embedded in CRM Application • Key Steps for Getting Started • Install, Configure, Set Personal Options

6. Understanding the Basics • Online or Offline? • Option Selected at time of Installation • Online • Requires minimal configuration / maintenance • Must be network connected • Offline • Access CRM data when working Offline • More complex configuration • Requires more system resources

7. Online / Offline Synchronization • Online Client • Manages Replication between CRM & Outlook Client • What Syncs? • Contacts, Tasks, Phone calls, Letters, Faxes, Appointments, & E-mails • Manage Contacts • Local Data Groups

8. Online / Offline Synchronization • Offline Client - • Manages Replication between CRM & Outlook Client for Offline Access • Data Repository • Local SQL Instance • Local Data Store Manages Sync between SQL and CRM • Write Requests when Offline are updated in SQL & Local Data Store • Some Operations are not Available • System Administration Operations • Customizations, Managing Security Roles….. • Workflows triggered when you go online

9. Online / Offline Synchronization • What Syncs • You Choose • Understanding Local Data Groups • Best Practice • Review Your Groups • Determine What You Want • Modify & Optimize • Troubleshooting • Deactivate all Groups • Activate One at a Time • Modify Filters to pull limited or small dataset

10. Troubleshooting • Installation Issues • Update Rollup 12 (at least) • Several Enhancements / Fixes / Performance • Microsoft will want latest update installed in the event you need to engage MS Support • Tools • Built-in Troubleshooting • Support Mode • Enable Tracing • Trace Files - DriveName:\ InstallingUser \Local Settings\Application Data\Microsoft\MSCRM\Traces • Installation Log Files - DriveName:\ InstallingUser \Local Settings\Application Data\Microsoft\MSCRM\Logs • Who reads this stuff  • Stunnware – CRM Trace Log Viewer

11. Troubleshooting the Outlook Client • Common Issues • Client Configuration, Login, Add-In • Microsoft Team Blog • Failed move data for entity [EntityName] during action saInsert • Microsoft Support KB • Sometimes it is Easier to Start from a Clean Slate • Manually Remove the Outlook Client

12. Troubleshooting the Outlook Client • Resources • Resource Center is Your Friend • Example • Search Term “outlook offline sync” • Results = Articles, Help, Forum Posts.. • CRM Dynamics Forum • CRM Community • CRM Team Blog • CRM on YouTube • Subscribe & Friend

13. Troubleshooting the Outlook Client Wrap-Up • Thanks for joining us! • Fill out session evaluations • Go to CRMUG.com for the survey link • Submit your Town Hall questions • Looking to connect with someone? • The Connections Café • On Twitter (#CRMUG)