Microsoft KB Archive/862660

Knowledge Base

Error "CRM Sales for Outlook cannot go offline" when you try to go offline in the Microsoft Business Solutions CRM Sales for Outlook client

Article ID: 862660

Article Last Modified on 9/7/2006

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APPLIES TO

• Microsoft Business Solutions CRM Sales for Outlook, when used with:
  • Microsoft CRM 1.2
  • Microsoft Business Solutions CRM 1.0
• Microsoft CRM 1.2
• Microsoft Business Solutions CRM 1.0

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SYMPTOMS

When you try to go offline in the Microsoft CRM Sales for Outlook client, you receive the following error message:

CRM Sales for Outlook cannot go offline. The logged on user does not have sufficient privileges, or the Microsoft CRM Server was not found.

CAUSE

Microsoft Internet Information Services (IIS) 5.0 is not configured to support both Kerberos and NTLM authentication.

This error can be caused by one of the following events:

• IIS 5.0 is not configured to support both Kerberos and NTLM authentication.
• The variable that is used by Microsoft Windows to detect a network connection is returning a value of false (not connected).
• The Microsoft CRM Security Service is not running on the Microsoft CRM server.

RESOLUTION

Configure IIS to support both Kerberos and NTLM authentication.

Method 1

Configure IIS to support both Kerberos and NTLM authentication. To do this, follow these steps:

1. To set the correct NTAuthenticationProviders values at the root level, see the following Microsoft Knowledge Base article:

   215383 How to configure IIS to support both the Kerberos protocol and the NTLM protocol for network authentication

2. Determine on which Web site ID the Microsoft CRM server is located. To do this, follow these steps:
   1. Click Start, click Run, type regedt32, and then click OK.
   2. Locate the following registry subkey:

      HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRM

   3. Locate the Web site registry key. The Web site ID is the number that appears after "w3svc/".

3. Use the Web site ID value to set the NTAuthenticationProviders value for the Web site level. For example, in the following code, CRM_WEB_SITE represents the Web site ID for the Microsoft CRM Web site.

   cscript adsutil.vbs set w3svc/ <CRM-WEB-SITE-ID> /NTAuthenticationProviders "Negotiate,NTLM"
   cscript adsutil.vbs set w3svc/NTAuthenticationProviders "Negotiate,NTLM"

Method 2

Change the LAN setting Automatically detect settings in Microsoft Internet Explorer:

1. Start Internet Explorer.
2. On the Tools menu, click Internet Options.
3. Click the Connections tab, and then click LAN Settings.
4. If the Automatically detect settings check box is selected, click to clear the check box. If this check box is not selected, click to select the check box. Click OK.
5. Click OK to close the Internet Options dialog box.
6. Close all instances of Internet Explorer.
7. Restart Outlook.

Method 3

Start the Microsoft CRM Security Service on the Microsoft CRM Server:

1. Click Start, point to Programs, point to Administrative Tools, and then click Services.
2. Right-click Microsoft CRM Security Service, and then click Start.

MORE INFORMATION

This article was TechKnowledge Document ID: 34978.

Keywords: kbmbsmigrate KB862660

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