My CRM buttons are no longer appearing in Outlook?

If the Sage CRM plugin for Outlook is working correctly, you should see  a “File e-mail” button in your Outlook toolbar.

Sage CRM plugin buttons in Outlook
Sage CRM plugin buttons in Outlook

If not, try the following steps to get it working:

Requirements

Check that your PC has the required libraries installed.  In the Add/Remove Programs window, you should see:

  • Visual Studio Tools for Office 2010 (VSTO)
  • Microsoft Office 2007 Primary Interop Assemblies
  • Microsoft .Net Framework 4 Client Profile

We’ve also encountered issues if the user account is setup as a roaming profile.  If so, try changing the account to a local profile.

Check Trust Centre

In the Outlook client, open the Trust Centre and check if the Sage CRM plugin is listed in the Add-ins section.  If it is, make sure that it is enabled and trusted by Outlook.

Re-install the plugin

You can find the installer for the plugin in the <Sage CRM Install Directory>\CRM\WWWRoot\Plugin directory (e.g. C:\Program Files (x86)\Sage\CRM\CRM\WWWRoot\Plugin).  Run the plugin appropriate for your setup (e.g. for Exchange integration, use CRMClientExSetup.exe; for just Outlook-client integration, use CRMClientSetup.exe).

Keep in mind that the Outlook user must have local administrator permissions on their PC, the first time that they use the plugin (e.g. in Windows 7, go to the Control Panel, select Users, click on Give other users access to this computer and then add the Outlook user account as an Administrator).

If this still does not work, try logging into the PC as Administrator and re-installing the plugin.

Cleaning up the registry

If the plugin is still not working, you might need to search the Windows registry to see if there are any old or corrupt entries that are confusing the plugin.  As always, make sure to backup your registry before making any changes.

Ideally, the plugin’s registry entries should be under HKEY_CURRENT_USER\SOFTWARE\Sage\Exchange Outlook Plugin.

Outlook itself will also keep registry entries for its plugins (e.g. HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\OutlookAddin2003).

Delete any CRM Outlook entries you find in these folders.

After that, just try searching the registry for any matches on ‘CRM’ and manually checking each.

Remove downloaded files

Check C:\Windows\Downloaded Program Files for any CRM Outlook related files (e.g. crmoutlookplugin1.dll).  Delete all of these files.

Restart the CRM server

Sometimes the plugin will be unable to connect to the CRM server (either during the install or after), due to corrupted metadata on the CRM server.  In these cases, refreshing the metadata on the CRM server (or even restarting the CRM server) will fix the issue.