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Follow these steps for a smooth upgrade to Dynamics 365 for Outlook.
Do one of the following: In Windows 8 or Windows 10, choose Start, search for Configuration Wizard, and then press Enter. In earlier versions of Windows, choose Start, point to All Programs, choose Microsoft Dynamics CRM 2015 or Microsoft Dynamics CRM 2016 Configuration Wizard. Verify a supported version of CRM for Outlook is installed. Sign into your CRM Online web application via your web browser. Click the settings button in the upper-right corner of the screen. Click Apps for Dynamics CRM.
If you're using a version of CRM for Outlook earlier than Microsoft Dynamics CRM 2015 for Outlook, uninstall it and install Dynamics CRM 2016 for Outlook. Then do Step 4.
Upgrade Dynamics CRM 2015 for Outlook to Dynamics CRM 2016 for Outlook.
Upgrade Dynamics CRM 2016 for Outlook to December 2016 Update for Dynamics 365 apps (Dynamics 365 for Outlook).
Tip
With all the changes going on with Dynamics 365 terminology and versions, the following table could add some clarity.
| Name | What is this? |
|---|---|
| CRM 2015 for Outlook | Version: 07.00.0000.3543. Published: 11/20/2014. Download. This is a full installation of CRM for Outlook. |
| CRM 2016 for Outlook | Version: 08.00.0000.1088. Published: 11/26/2015. Download. This is a full installation of CRM for Outlook. |
| December 2016 Update for Dynamics 365 apps | Version: 08.02.0000.0749. Published: 12/16/2016. Download. This is an update for CRM 2016 for Outlook and not a full installation. |
| Dynamics 365 for Outlook | This is the new name for Dynamics CRM for Outlook. |
Microsoft Dynamics CRM for Outlook upgrade requirements
| Requirement | Description |
|---|---|
| Understand Dynamics 365 for Outlook compatibility requirements | Dynamics 365 for Outlook has a variety of software dependencies that must be understood and adhered to for a successful upgrade. For a current and historical view of these dependencies, see Dynamics 365 for Outlook support matrixes |
| Use a PC that has sufficient hardware | For the best performance when you run Dynamics 365 for Outlook, make sure your PC is running 64-bit Windows and 64-bit Microsoft Office and has sufficient hard disk and RAM. More information: Microsoft Dynamics 365 for Outlook hardware requirements |
| Verify that you have appropriate permission | To install or upgrade Dynamics 365 for Outlook, you must have local administrator permission on the computer where you perform the installation or upgrade. |
| Verify base language | To upgrade Dynamics 365 for Outlook, the base language of Dynamics 365 for Outlook must match the base language of Dynamics CRM 2015 for Outlook. |
| Verify Dynamics CRM 2015 for Outlook is in online mode | You cannot upgrade Dynamics CRM 2015 for Outlook when it is in Go offline mode. You must bring Dynamics CRM 2015 for Outlook online before you can upgrade to Dynamics 365 for Outlook. To check, in Microsoft Dynamics CRM 2015 for Outlook: click File > Dynamics CRM and verify the tile says Go Offline. |
Task 1: Upgrade Dynamics CRM 2015 for Outlook to Dynamics CRM 2016 for Outlook
Follow this procedure to upgrade to Dynamics 365 for Outlook on a computer that has Dynamics CRM 2015 for Outlook installed.
Log on to the computer as a user who has local Administrators group permissions.
Best practice: Make sure that all Microsoft Office security updates are installed. To verify, visit Microsoft Update.
Locate and run the appropriate installation file:
To install from a DVD, double-click SetupClient.exe in the installation folder for the architecture (32-bit or 64-bit) of Microsoft Office that you’ve installed:
... Clientamd64 for 64-bit
... Clienti386 for 32-bit
To install from the web, open the Microsoft Dynamics CRM 2016 for Outlook (Outlook Client) download page and then download and run the installation package.
To install from the Dynamics 365 for Customer Engagement user interface, click Get Dynamics 365 for Outlook on the message bar. If you see any dialog boxes titled Security Warning, click Run in each.
The Microsoft Dynamics 365 for Outlook Setup wizard starts.
On the License Agreement page, review the information. If you accept the license agreement, select I accept the license agreement, and then click Next.
On the Upgrade page, click Upgrade Now.
Setup stores your configuration information, installs the program features, and displays a progress indicator. Your configuration information is reapplied in the new installation.
On the completion page of the Microsoft Dynamics 365 for Outlook Setup wizard, click Close.
Task 2: Update Dynamics 2016 for Outlook
Follow this procedure to upgrade Dynamics 365 for Outlook on a computer that has it installed.
Browse to December 2016 Update for Dynamics 365 apps and run either the 32-bit (CRM2016-Client-KB3205084-ENU-I386.exe) or 64-bit (CRM2016-Client-KB3205084-ENU-Amd64.exe) package.
Complete the installation steps and close the program.
Task 3: Configure Dynamics 365 for Outlook
After the upgrade from Dynamics CRM 2015 for Outlook, Dynamics 365 for Outlook attempts to use the configuration information that was used by Dynamics CRM 2015 for Outlook.
When your restart Outlook after the upgrade of Dynamics 365 for Outlook, you will know that reconfiguration is necessary if the Configuration Wizard automatically starts.
If you don’t want to configure Dynamics 365 for Outlook immediately after you install it, click Cancel on the Configure Organization page of the wizard. A Configure Microsoft Dynamics 365 for Outlook button then appears on the Outlook toolbar and remains there until you configure Dynamics 365 for Outlook.
If the Configuration Wizard doesn’t start automatically, you can start it as described in the following procedure.
To configure Microsoft Dynamics 365 for Outlook
Start the Configuration Wizard: On the Start screen, click Configuration Wizard or on earlier versions of Windows click Start > All Programs > Microsoft Dynamics 365 apps > Configuration Wizard. Alternatively, click Configure Dynamics 365 for Outlook on the Dynamics 365 apps tab in Outlook.
Click Delete or Add to remove or add a Customer Engagement organization.
To add an organization, choose the option appropriate for you.
- To connect to a Dynamics 365 for Customer Engagement organization, choose **Dynamics 365 apps ** from the drop-down menu.
Click Connect.
If you are prompted for credentials, select from the following options.
- For a Dynamics 365 for Customer Engagement organization, enter your Microsoft Online Services user name and password, and then click OK. This information should have been sent to you in email when your account was added.
Click Close.
If you are a member of more than one organization, restart the Configuration Wizard to designate a different organization as your current organization.
Silent installation and configuration
You use the command prompt to install and configure Dynamics 365 for Outlook. More information: Install Microsoft Dynamics 365 for Outlook using a Command Prompt
Cross-architecture upgrade of Microsoft Dynamics 365 for Outlook
If you intend to change to a different architecture (move from 32-bit to 64-bit) while upgrading, note the following:
In-place cross-architecture upgrade is not supported. If you are running Dynamics CRM 2015 for Outlook 32-bit, you can perform an in-place upgrade only to 32-bit Dynamics CRM 2016 for Outlook. This also applies to Microsoft Office: If you are running and intend to retain a 32-bit version of Microsoft Office, you can upgrade only to 32-bit Dynamics CRM 2016 for Outlook.
Cross-architecture upgrade requires uninstalling and reinstalling. If you have a 64-bit PC running a 64-bit version of Microsoft Windows, you can change from 32-bit to 64-bit Dynamics 365 for Outlook by performing the following steps in the order listed.
Make sure that your PC has a 64-bit version of Windows. How to determine whether a computer is running a 32-bit version or 64-bit version of the Windows operating system.
Uninstall Dynamics CRM 2015 for Outlook.
Uninstall Microsoft Office.
Install a 64-bit edition of Microsoft Office.
Install the 64-bit edition of Dynamics 365 for Outlook.
For more information about installing Dynamics 365 for Outlook, see Install Dynamics 365 for Outlook.
Dynamics 365 for Outlook
If you’re like many people, you use Office Outlook as your communications, scheduling, and contact management hub for business. You can continue to use the familiar Outlook interface and integrate Dynamics 365 for Customer Engagement at the same time by using Dynamics 365 for Outlook. Dynamics 365 for Outlook can also provide access to Customer Engagement data while you’re offline. More information: Do your Dynamics 365 apps work in Outlook using Dynamics 365 for Outlook
Important
To install and use Dynamics 365 for Outlook, your organization must be running Dynamics 365 Server.
Step 1: Review installation prerequisites
Sign in as a Local Administrator
Microsoft Crm For Outlook 2016
To install Dynamics 365 for Outlook, you must be able to sign in to your computer as a user with Local Administrator privileges.
In smaller companies, Dynamics 365 for Outlook is often installed manually, on a computer-by-computer basis. Administrators or individual users who have Local Administrator privileges and who possess a general familiarity with installing software can do these installations.
Review software requirements
Review hardware and network requirements
Install updates
- Before you install Dynamics 365 for Outlook, make sure you have all the latest Microsoft Office updates, including all security updates from Microsoft Update. Go to Microsoft Update.
Verify permissions
- To install Dynamics 365 for Outlook, you must have the appropriate security permissions. Permissions required for Dynamics 365 for Outlook tasks
Step 2: Download the software
Before you or your users install Dynamics 365 for Outlook, please note the following:
Make sure you have completed your desired Customer Engagement customizations. If your users will use Dynamics 365 for Outlook in offline mode, for best performance, enable only the minimum required record types (entities) and views for offline use. For more information, see Customize Dynamics 365 apps.
Group Policy Folder Redirection with offline files is not supported in Dynamics 365 for Outlook. If your Customer Engagement data is stored with redirected offline files, users may be unable to use Dynamics 365 for Outlook. More information: Using Folder Redirection
For synchronization to work correctly, we recommend that you turn on Cached Exchange Mode in Outlook. More information: Turn Cached Exchange mode on or off
Download the software
In Customer Engagement, click the Settings icon , and then click Apps for Dynamics 365 apps.
On the Apps for Dynamics 365 apps page, click Download from Microsoft Download Center.
Tip
If you prefer, you can download the software from this web page.
If you see one or more Security Warning dialog boxes, click Run in each.
The software will start downloading and you’ll see the following dialog box:
In the Getting Started with Dynamics 365 for Outlook dialog box, under 2. Configure, click Copy to copy your organization’s URL to your computer’s Clipboard. You’ll paste this URL in the following Configure step.
Click Run, when prompted, to download the software.
In the Browse For Folder dialog box, select a folder to store the extracted Outlook files. We recommend that you store the extracted files in a separate folder (choose the Make New Folder option in the dialog box to create a folder without exiting the wizard).
On the License Agreement page, if you accept the license agreement, select I accept the license agreement, and then click Next.
Do one of the following:
To install Dynamics 365 for Outlook without offline capability, click Install Now.
To install Dynamics 365 for Outlook with offline capability, click Options, select the Offline Capability check box on the Customize Installation page, and then click Install Now. If you don’t install offline capability during installation, you can add it later by choosing Go Offline in Dynamics 365 for Outlook.
Important
If you aren’t able to install offline capability, check to make sure you don’t have any pending Windows updates. Learn more about Windows updates
When prompted, restart Outlook.
Step 3: Configure Dynamics 365 for Outlook
After restarting Outlook, you’ll see the following dialog box:
Press Ctrl+V to paste the URL you copied in the preceding Download the software step, and then click Connect. You can also enter a Server URL or a Discovery URL.
If you’re prompted for a password, enter the password.
Tip
If you want to add another organization, you can run the Configuration Wizard again after you have successfully configured the first organization. To run the Configuration Wizard, in the Windows 8 Start screen, search for Configuration Wizard and run it. In earlier versions of Windows, click Start > All Programs > Microsoft Dynamics 365 apps, and then click Configuration Wizard.
If you encounter an issue configuring Dynamics 365 for Outlook with your Customer Engagement organization, use the Microsoft Support and Recovery Assistant to diagnose and fix the issue. You’ll need to sign in to the diagnostics tool with your Customer Engagement credentials.
CRM 2015 for Outlook
If you’re like many people, you use Office Outlook as your communications, scheduling, and contact management hub for business. You can continue to use the familiar Outlook interface and integrate Dynamics 365 for Customer Engagement at the same time by using Microsoft Dynamics CRM 2015 for Outlook. Dynamics CRM 2015 for Outlook can also provide access to Customer Engagement data while you’re offline. More information: Do your Dynamics 365 apps work in Outlook using Dynamics 365 for Outlook
Important
- To install and use Dynamics CRM 2015 for Outlook, your organization must be running Dynamics CRM Server 2015.
- Microsoft Dynamics CRM 2013 for Microsoft Office Outlook is not compatible with Dynamics CRM Server 2015. At a minimum, you must update CRM 2013 for Outlook to UR1 to use it with Dynamics CRM Server 2015. More information: TechNet: Upgrading from CRM 2013 for Outlook to CRM 2015 for Outlook
Step 1: Review installation prerequisites
Sign in as a Local Administrator
To install Dynamics 365 for Outlook, you must be able to sign in to your computer as a user with Local Administrator privileges.
In smaller companies, Dynamics 365 for Outlook is often installed manually, on a computer-by-computer basis. Administrators or individual users who have Local Administrator privileges and who possess a general familiarity with installing software can do these installations.
Review software requirements
Review hardware and network requirements
Install updates
- Before you install Dynamics 365 for Outlook, make sure you have all the latest Microsoft Office updates, including all security updates from Microsoft Update. Go to Microsoft Update.
Verify permissions
Microsoft Dynamics Crm For Outlook
- To install Dynamics CRM 2015 for Outlook, you must have the appropriate security permissions. Permissions required for Dynamics 365 for Outlook tasks
Step 2: Download the software
Before you or your users install Dynamics CRM 2015 for Outlook, please note the following:
Make sure you have completed your desired Customer Engagement customizations. If your users will use Dynamics CRM 2015 for Outlook in offline mode, for best performance, enable only the minimum required record types (entities) and views for offline use. For more information, see Customize Dynamics 365 apps.
Group Policy Folder Redirection with offline files is not supported in Dynamics 365 for Outlook. If your Customer Engagement data is stored with redirected offline files, users may be unable to use Dynamics 365 for Outlook. More information: Using Folder Redirection
For synchronization to work correctly, we recommend that you turn on Cached Exchange Mode in Outlook. More information: Turn Cached Exchange mode on or off
Download the software
In the Customer Engagement user interface, click Get Dynamics 365 for Outlook on the message bar.
Tip
If you prefer, you can download the software from this page.
If you see one or more Security Warning dialog boxes, click Run in each.
The software will start downloading and you’ll see the following dialog box:
In the Getting Started with Dynamics 365 for Outlook dialog box, under 2. Configure, click Copy to copy your organization’s URL to your computer’s Clipboard. You’ll paste this URL in the following Configure step.
Click Run, when prompted, to download the software.
In the Browse For Folder dialog box, select a folder to store the extracted Outlook files. We recommend that you store the extracted files in a separate folder (choose the Make New Folder option in the dialog box to create a folder without exiting the wizard).
On the License Agreement page, if you accept the license agreement, select I accept the license agreement, and then click Next.
Do one of the following:
To install Dynamics 365 for Outlook without offline capability, click Install Now.
To install Dynamics 365 for Outlook with offline capability, click Options, select the Offline Capability check box on the Customize Installation page, and then click Install Now. If you don’t install offline capability during installation, you can add it later by choosing Go Offline in Dynamics 365 for Outlook.
Important
If you aren’t able to install offline capability, check to make sure you don’t have any pending Windows updates. Learn more about Windows updates
When prompted, restart Outlook.
Step 3: Configure Dynamics 365 for Outlook
After restarting Outlook, you’ll see the following dialog box:
Press Ctrl+V to paste the URL you copied in the preceding Download the software step, and then click Connect. You can also enter a Server URL or a Discovery URL.
If you’re prompted for a password, enter the password.
Tip
If you want to add another organization, you can run the Configuration Wizard again after you have successfully configured the first organization. To run the Configuration Wizard, in the Windows 8 Start screen, search for Configuration Wizard and run it. In earlier versions of Windows, click Start > All Programs > Microsoft Dynamics 365 apps, and then click Configuration Wizard.
CRM 2013 for Outlook
If you’re like many people, you use Office Outlook as your communications, scheduling, and contact management hub for business. You can continue to use the familiar Outlook interface and integrate Dynamics 365 for Customer Engagement at the same time by using CRM 2013 for Outlook. Dynamics 365 for Outlook can also provide access to Customer Engagement data while you’re offline. More information: Do your Dynamics 365 apps work in Outlook using Dynamics 365 for Outlook
Important
If you’re using Dynamics CRM 2011 (on-premises), don’t update to the Dynamics CRM 2013 for Outlook client; continue to use the Microsoft Dynamics CRM 2011 for Outlook client.
If you’re using CRM 2013 (on-premises) or Customer Engagement, you can upgrade to CRM 2013 for Outlook or you can use Microsoft Dynamics CRM 2011 for Outlook if you’re not ready to upgrade yet. If you use Microsoft Dynamics CRM 2011 for Outlook with CRM 2013 for Outlook or Customer Engagement, you can’t use the Outlook client in offline mode, however. We recommend that you update to CRM 2013 for Outlook at your earliest convenience.
Step 1: Review installation prerequisites
Sign in as a Local Administrator
Microsoft Dynamics Crm For Outlook
To install Dynamics 365 for Outlook, you must be able to sign in to your computer as a user with Local Administrator privileges.
In smaller companies, Dynamics 365 for Outlook is often installed manually, on a computer-by-computer basis. Administrators or individual users who have Local Administrator privileges and who possess a general familiarity with installing software can do these installations.
Review software requirements
Review hardware and network requirements
Install updates
Before you install Dynamics 365 for Outlook, make sure you have all the latest Microsoft Office updates, including all security updates from Microsoft Update. Go to Microsoft Update.
Step 2: Download the software
Before you or your users install CRM 2013 for Outlook, please note the following:
Make sure you have completed your desired Customer Engagement customizations. If your users will use CRM 2013 for Outlook in offline mode, for best performance, enable only the minimum required record types (entities) and views for offline use. For more information, see Customize Dynamics 365 apps.
Group Policy Folder Redirection with offline files is not supported in Dynamics 365 for Outlook. If your Customer Engagement data is stored with redirected offline files, users may be unable to use Dynamics 365 for Outlook. More information: Using Folder Redirection
For synchronization to work correctly, we recommend that you turn on Cached Exchange Mode in Outlook. More information: Turn Cached Exchange mode on or off
Download the software
Run the Microsoft Dynamics CRM 2013 for Outlook Setup to download the software. You can start the Setup from any of the following places:
From the message bar in Dynamics 365 apps: In the Customer Engagement user interface, click Get Dynamics 365 for Outlook on the message bar. If you see one or more Security Warning dialog boxes, click Run in each.
From the web:Go to the download page, and then download and run the appropriate executable file (32-bit or 64-bit), depending on your system and the version of Outlook you use.
From a DVD: Double-click SetupClient.exe in the appropriate Microsoft Office installation folder (32-bit or 64-bit).
In the Browse For Folder dialog box, select a folder to store the extracted Outlook files. We recommend that you store the extracted files in a separate folder (choose the Make New Folder option in the dialog box to create a folder without exiting the wizard).
On the License Agreement page, if you accept the license agreement, select I accept the license agreement, and then click Next.
In the Select the installation page, do one of the following:
To install Dynamics 365 for Outlook with offline capability, click Options, select the Offline Capability check box on the Customize Installation page, and then click Install Now. If you don’t install offline capability during installation, you can add it later by choosing Go Offline in Dynamics 365 for Outlook.
Important
If you aren’t able to install offline capability, check to make sure you don’t have any pending Windows updates. Learn more about Windows updates
To install Dynamics 365 for Outlook without offline capability, click Install Now.
Customer Engagement installs Dynamics 365 for Outlook. You may need to restart your computer to complete the installation.
On the final page of the wizard, click Close.
Step 3: Configure Dynamics 365 for Outlook
You must configure Dynamics 365 for Outlook after installing it. When you restart Outlook after installing, the Configuration Wizard starts automatically.
Note
If the Configuration Wizard doesn’t start automatically, in the Start screen, search for Configuration Wizard and run it. In earlier versions of Windows, click Start > All Programs > Microsoft Dynamics 365 apps, and then click Configuration Wizard.
In the Configuration Wizard, you’ll see a Server URL drop-down list. Click the arrow next to the drop-down list, and then do one of the following:
To connect to a Customer Engagement organization, select Dynamics 365 apps. If you don’t know if you’re using the online or on-premises version of Customer Engagement, look in your browser at the web address for Dynamics 365 for Customer Engagement. If the web address contains “dynamics.com” after the name of your organization, you’re using the online version. Otherwise, it’s the on-premises version.
To connect to a CRM 2013 (on-premises) organization, there are two types of URLs, depending on whether your computer is connected to the Internet or not:
For internal deployments (not connected over the Internet), type the Dynamics 365 for Customer Engagement server or discovery service URL using the following format: https://crmserver or https://crmserver:5555.
To connect over the Internet, use the discovery service URL using the following format: https://dev.crmserver.contoso.com.
Note
If you’re unsure of what url to use, check with your Customer Engagement administrator.
Click Test Connection. This adds organizations to the Organization Information list. If you’re prompted for credentials, select from the following options:
For a Customer Engagement organization, do one of the following:
If your organization connects through Microsoft 365, enter your Microsoft online services user name and password, and then click OK. This information was sent to you in email when your account was created.
If you’re connecting with an earlier online services platform, enter your Microsoft account (formerly Windows Live ID) and password, and then click OK. This information was sent to you in email when your account was created.
For a Customer Engagement on-premises organization, you may not be prompted because Customer Engagement uses your Active Directory domain credentials.
In the Organization list, select the Customer Engagement organization you want to connect to, and then click OK. Then click Close.
Tip
If you have problems installing and configuring Dynamics 365 for Outlook, try Configuration Troubleshooting Wizard.