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CRM 2011 Update Rollup 8 Troubleshooting

Troubleshooting Outlook Client Script Error for CRM 2011 Update Rollup 8

Using the Microsoft Dynamics CRM 2011 Outlook Client, we detected a weird issue after applying CRM 2011 Update Rollup 8. The issue appeared to be related to JSCRIPT on an activity form. After reviewing each activity types form for onload or onchange JScript, then disabling, the issue below was still appearing in CRM 2011 Update Rollup 8:

CRM Update Rollup 8 error message

The error did not provide much detail, neither did a CRM platform or Outlook Client trace. It turns out that the IE settings mask the real error message. Also note, that Outlook Client is using the IE Settings to connect to the CRM Server. Additionally, the problem DOES NOT OCCUR USING INTERNET EXPLORER – AKA CRM WebClient.

Inside Internet Explorer options, click the advanced tab, under browsing uncheck the following boxes:

Internet Explorer disable options 

Now we can see the true error message:

True error message in Update Rollup 8

The key in the error message in CRM 2011 Update Rollup 8 was related to the masterWindow Function. This is an internal function to the Microsoft CRM 2011 Platform and is related to how the IE Frame window is displayed within the Outlook Client.

After further inspection of the HTML/Script being generated (using F12 for Developer Bar) and Visual Studio debugger attached to the Outlook Process for Script Errors, we saw specific calls related to gathering and updating Metrics via the Microsoft Customer Experience Improvement Program.

Microsoft gathers Metrics (not goals) about your CRM 2011 system and you have the option to opt out during your CRM installation. It turns out the workaround is opting out, which resolves the error until a hotfix or future rollup can be provided.

Here’s how:

Step 1: From Settings, CRM Administration, Select Privacy Preferences

Step 1 CRM Update Rollup 8 troubleshooting

Step 2: Disable Participation in the Customer Experience Improvement Program:

Step 2 CRM Update Rollup 8 troubleshooting

Register for our October 11th CRM power-user series webinar on process management and workflows now.

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