Knowledge Base

You are prompted multiple times for the user name and for the password when you start Outlook or when you click any of the Microsoft Dynamics CRM folders in Outlook

Article ID: 934243

Article Last Modified on 1/7/2008

APPLIES TO

Microsoft Dynamics CRM 3.0
Microsoft CRM client for Microsoft Office Outlook, when used with:
- Microsoft Dynamics CRM 3.0

Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows registry

SYMPTOMS

When you start Microsoft Office Outlook or when you click any of the Microsoft Dynamics CRM folders in Outlook, you are prompted multiple times for the user name and for the password. This problem occurs if the Microsoft Dynamics CRM desktop client for Microsoft Office Outlook and Windows Internet Explorer 7 are both installed.

Note This problem may occur the first time that you click each Microsoft Dynamics CRM folder in Outlook.

CAUSE

This problem occurs because the FEATURE_SUBDOWNLOAD_LOCKDOWN feature in Internet Explorer 7 prevents the automatic download of files from a Web site for which Outlook is the referrer.

WORKAROUND

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

To work around this problem, disable the FEATURE_SUBDOWNLOAD_LOCKDOWN registry subkey. To do this, follow these steps on the computer that is running the Microsoft Dynamics CRM desktop client for Outlook:

Click Start, click Run, type regedit in the Open box, and then click OK.
Locate and then click the following registry subkey:

HKEY_LOCAL_MACHINE\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_SUBDOWNLOAD_LOCKDOWN
Right-click Outlook.exe, and then click Modify.
In the Value data box, type 0, and then click OK.
Exit Registry Editor.

MORE INFORMATION

The mshtml.dll file validates each referrer's URL, such as "Outlook://Microsoft CRM\Global.css." By default, "Outlook:" is an unknown URL scheme in Internet Explorer 7. Therefore, any Web page that is referred by Outlook is added to the restricted sites zone in Internet Explorer 7.

However, after you click OK or click Cancel every time that you are prompted for the user name and for the password, the Microsoft Dynamics CRM desktop client for Outlook functions as expected. When the Microsoft Dynamics CRM desktop client for Outlook cannot download certain files, it tries to download these files again by using a different URL. For example, when the Microsoft Dynamics CRM desktop client for Outlook cannot download the Global.css file by using the "Outlook://Microsoft CRM\Global.css" URL, the Microsoft Dynamics CRM desktop client for Outlook tries to download the file by using the following URL:

http://CRMServerName:5555/_Common/Styles/Global.css

This URL is a known referrer. Therefore, the Global.css file is downloaded into the Temporary Internet Files cache on the computer that is running the Microsoft Dynamics CRM desktop client for Outlook.

You experience the problem that is described in the "Symptoms" section when the Microsoft Dynamics CRM desktop client for Outlook downloads any of the following Microsoft Dynamics CRM files:

STATUS

This problem was corrected in Microsoft Dynamics CRM 4.0.

Additional query words: crm3 crm30 crm3.0

Keywords: kbtshoot kbmbsadministration kbmbsmigrate kbprb KB934243

Microsoft KB Archive/934243

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