Dynamics CRM 2011: Troubleshoot Outlook Crashes

If you experience Outlook crashes with the CRM Client for Outlook installed and using Internet Explorer 9, please perform the following steps:


Update the Dynamics CRM for Outlook Client to Update Rollup 11 from here

Disable the Microsoft Outlook Social Connector Add-in from COM Add-Ins in Outlook

Add the following registry entry on the Outlook Client:

Click Start, click Run, type regedit, and then press ENTER.

Locate and then click on the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\MAIN\FeatureControl

On the Edit menu, point to New, and then click Key.


Right-click FEATURE_USE_LEGACY_JSCRIPT, point to New, and then click DWORD Value.

Type outlook.exe, and then press ENTER.

Right-click outlook.exe, and then click Modify.

In the Value data box, type 1, and then click OK.

Exit Registry Editor.


Best Regards

Dynamics CRM Team

Comments (3)

  1. Donna says:

    In the second step you advised to disable the Social Connector.  Does that have to remain disabled for the Outlook Client to work with IE 9?

  2. If you're using the 32-bit Outlook client you may also want to pay a lot of attention to memory footprint.  We went through quite a long process debugging the Outlook crashes with Microsoft, before coming to the conclusion that our CRM solution was more complex than 32-bit Outlook could handle.

    Microsoft took us through steps as above and had us remove various add-ins.  What became clear though was that Outlook is not large image aware, which limits it to 2GiB of virtual address space.  A quick look in Task Manager will reveal just how much memory IE can consume when browsing CRM pages.  Outlook is running its own memory requirement, plus IE's and the CRM addin's.

    Outlook crashes pretty randomly when address space gets low.  It looks like a lot of developers, myself included have forgotten to test for low memory availability.  So, by the time you've got round to attaching the debug diagnostic tool, you'll see that sometimes the crash is in Outlook and sometimes in an addin.  Malloc returns null when memory is unavailable, so low memory or null pointer exceptions may be reported and there's not much further to go. Removing add-ins may help a little, but they're just one of the symptoms, this problem is architectural.

    If you're seeing Outlook report memory use of about 1GiB in Task Manager and seeing an increased number of crashes in these conditions it may be why.

    UR10v2 introduced more aggressive garbage collection too, which is why you may see Outlook freeze for a couple of seconds from time to time.  It has improved stability though and a few little freezes are less problematic that losing the whole edifice.  The CRM addin runs well in 64-bit Outlook, it's much faster too.

  3. Scott says:

    What about on Windows 8 and IE 10?  The same?

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