Mar 29 2012

Error in CRM 2011 Outlook Client: Retrieval of a page from CRM server failed due to an error

Published by at 9:23 am under Microsoft CRM

I’ve been busily working away for the past three months in my new job preparing a big CRM4 –> CRM2011 upgrade. We’ve had our fair share is issues during the process, there’ll be a few more blog posts coming, but this latest one I thought was worthy noting.

I’ve just come across an issue in CRM Outlook client with pinned views that I was able to solve and thought the solution might help other people if they come across the same problem.

I’m not sure what actions the user performed but they were testing pinned views on an entity in the CRM Outlook client when they became unable to access the entity any more. Closing and re-opening Outlook didn’t solve the problem, re-configuring the Outlook client didn’t solve the problem. Other entities could be accessed correctly.

This is how Outlook appeared:

With Tracing enabled on the client machine, the following error message appeared in the Application event log:

Fault bucket , type 0
Event Name: CRMmanaged
Response: Not available Cab Id: 0
Problem signature:
P1: 5.0.9690.1992
P3: Microsoft.Crm
P4: Unrecognized Guid format.;Hash=’-656984235′
Attached files:
These files may be available here:


Analysis symbol:
Rechecking for solution: 0
Report Id: c901b421-78fd-11e1-bfe1-00217030db10
Report Status: 4

I tracked this issue down to a value in the UserEntityUISettings table in the CRM database: TabOrderXml.  There is one row per-entity per-user that stores the user defined customisations for the Outlook client.

The valid values for this table are:

  • NULL
  • A single GUID: {00000000-0000-0000-00AA-000010001002}
  • A semi-colon delimited list of GUIDs: {00000000-0000-0000-00AA-000010001002};{00000000-0000-0000-00AA-000010001003}

However, in the case of this user, the value had become the following:

  • {00000000-0000-0000-00AA-000010001002};;

Outlook was unable to handle the two semi-colons at the end without GUID values.

To fix the error I performed the following steps:

  • Execute the following SQL against the CRM database:
update UserEntityUISettings
    set TabOrderXml = NULL
where OwnerId = '645CF03B-ECE5-E011-9978-00155D650A09'
    and ObjectTypeCode = 1

Where OwnerId is the ID of the system user and ObjectTypeCode is the type code of the entity that the user is having problems with.

  • Close Outlook for the user (if it isn’t already closed)
  • Re-configure the Outlook client for the user
  • Re-open Outlook

The reason for re-configuring the CRM Outlook client for the user is that the settings are cached on the users machine in an SSCE database and re-configuring CRM Outlook client resets the database, forcing a refresh of the settings from the server.

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