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Problem:

Microsoft released a security update for Outlook on October 10th, 2017 that broke the Dynamics CRM for Outlook & Dynamics 365 for Outlook add-ins.  Tracking works just fine, but when you attempt to view Dynamics 365/CRM from within Outlook, it will appear as if no records have been returned.  Depending on what you clicked on, you may see an error in the top left that says it could not properly contact the server.

Resolution:

The first thing to note here is that what Windows Update you will be removing will depend on what version of Microsoft Office you are running.  Each version of Office received a different Security Update, and each different Security Update has a different KB Number attached to it.  Based on the list below, make a note of the appropriate KB Number for later in this article.

 

  • For Microsoft Office/Outlook 2010, the Windows Update to remove is:
    • Security Update for Microsoft Outlook 2010 – KB4011196
  • For Microsoft Office/Outlook 2013, the Windows Update to remove is:
    • Security Update for Microsoft Outlook 2013 – KB4011178
  • For Microsoft Office/Outlook 2016, the Windows Update to remove is:
    • Security Update for Microsoft Outlook 2016 – KB4011162

 

Secondly, you need to determine if you have the Click-to-Run version of Office or not.  The quickest way is to open Outlook and navigate to File -> Office Account (may just be Account depending on version) -> If you have a section for Office Updates, then you have Click-to-Run (it may also say Click-to-Run next to the version number).

 

Follow the rollback procedure below based on whichever type of Office you have installed.

 

Removal Process for Non-Click-To-Run Offices:

 

  1. From the Start Menu, search & open Control Panel
  2. Click on Programs and Features
  3. On the left side, Click on View Installed Updates
  4. At the top right, search for the KB article that you acquired from the list in the previous section
  5. Once found, right click on it and select Uninstall
  6. After it has finished uninstalling, reboot your system if required
  7. Open Outlook & test that the issue has been fixed

 

Removal Process for Click-To-Run Offices:

 

  1. Close Outlook and all other Office-related applications
  2. From the Start Menu, type in (minus the quotations) “CMD” -> Right click on the Command Prompt and click on “Run as administrator
  3. Type the exact command below that corresponds to the scenario that matches your system and press Enter:

              Outlook 2013 (32-bit) – Cd %programfiles%\Microsoft Office 15\ClientX86
              Outlook 2013 (64-bit) – Cd %programfiles%\Microsoft Office 15\ClientX64
              Outlook 2016 – Cd %programfiles%\Common Files\Microsoft Shared\ClickToRun
     
  4. If it was successful, you should see something that looks like (minus the quotations) “C:\Program Files\Common Files\microsoft shared\ClickToRun>” – (Note: This could be D:\ instead of C:\...as long as it didn’t say that it could not find the specified path then you should be fine)
  5. Type the exact command below that corresponds to your scenario and press Enter once more:

              Outlook 2013Officec2rclient.exe /update user updatetoversion=15.0.4963.1002
              Outlook 2016 – Officec2rclient.exe /update user updatetoversion=16.0.8431.2094
     
  6. This should open a repair dialog box, click on Online Repair
  7. It should then prompt again and just keep clicking Repair until it either prompts you for a username/password or starts “repairing”
  8. After it has finished “repairing”, open Outlook and verify that you can now access CRM properly via Outlook

 

Disable Automatic Updates for Click-To-Run Outlook:

 

(Note – This step only applies to Click-To-Run versions of Office)

 

  1. In Outlook, navigate to File -> Office Account
  2. Drop down the Update Options button and click on Disable Updates
  3. Repeat this process in the future to re-enable updates, once a stable version has been released, by clicking on Enable Updates instead