The Outlook ribbon disappears from Microsoft Outlook when you use the Microsoft Dynamics CRM Client for Microsoft Office Outlook

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Recently my Outlook ribbon disappeared from Microsoft Outlook after installing the Microsoft Dynamics CRM Client for Microsoft Office Outlook. Microsoft’s Article ID: 2494581 did not offer a full solution as it misses a few steps. After executing the proposed solution, the ribbon shows, but the buttons are grayed out.

Symptoms

After you install the Microsoft Dynamics CRM Client for Microsoft Office Outlook and then locate the Microsoft Dynamics CRM folders in Microsoft Office Outlook, the Outlook and CRM ribbons disappear. Additionally, the Office Outlook ribbon does not reappear unless you disable Microsoft Dynamics CRM.

Cause

This behavior may occur because of registry keys that are left over from an earlier version of Microsoft Outlook.

Extra info: In my case, Office 2016 was pre-installed on a desktop and was replaced later with Office 2013. So I had newer registry keys conflicting with older registry keys (in contrast with older keys conflicting with newer ones)

Disappearing ribbon.png

Resolution

  1. Exit Outlook.
  2. Click Start, click Run, type regedit, and then click OK.
  3. Locate the following registry subkey:
    HKEY_CLASSES_ROOT\TypeLib\{2DF8D04C-5BFA-101B-BDE5-00AA0044DE52}

  4. In this location you may find folders corresponding to the Office releases below:
    2.4 for Office 2007 (Version 12.0.0.0)
    2.5 for Office 2010 (Version 14.0.0.0)
    2.6 and 2.7 for Office 2013 (Version 15.0.0.0) (2.6 and 2.7 are okay for Office 2016 as well, if there is a reference to Office16 under 2.7.)
    2.8 for Office 2016 (Version 16.0.0.0)

  5. Right-click the registry key for the incorrect version of Office, and then select Export. Save the export to your desktop to create a backup.
  6. Right-click on key for the incorrect version of Office, select Delete.

  7. Missing steps:
    • The earlier steps did not solve the problem entirely for me as the ribbon then showed in Outlook, but the buttons were grayed out. Fortunately the following post from kashman on the Dynamics Community Forum offered me another possible cause and solution.
    • In this situation the Outlook CRM addin is installed and enabled but when the user opens Outlook and navigates to the CRM tab, all CRM related buttons and actions are greyed out. This happens when Office 2013 or a component of it (even Project/Visio/Lync) is installed on the user’s PC. As there are some shared components, this mix-match creates an incompatibility with each other.

    • To fix this issue, you must delete the registry key component that Office 2013 installs which breaks the addin on Outlook 2010.
    • Close Outlook and open regedit.exe and navigate toComputer\HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}\
    • Within that folder you will see “9.4” and “9.5” folders.
    • Right click and export the 9.5 folder to create as a backup then delete it.
    • Only the “9.4” folder should remain as that is the Office 2010 component.
    • Reopen Outlook and the addin should now be active and loaded properly.
  8. Start Outlook.

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