Unable to Delete a Business Unit CRM 2011

As you most likely know, CRM 2011 now allows you to delete Business Units.  A client recently reported an issue that occurred when they attempted to delete a business unit.  The error message displayed through the UI was:

“Microsoft Dynamics CRM has experienced an error. Reference number for administrators or support: #E79AE80FDetail”

Since that didn’t provide me with enough information to effectively troubleshoot the issue I decided to run a trace on the server.  The trace file provided additional insight:

Crm Exception: Message: Generic SQL error., ErrorCode: -2147204784, InnerException: Microsoft.Crm.CrmException: Generic SQL error. —> Microsoft.Crm.CrmException: Generic SQL error. —> System.Data.SqlClient.SqlException: The DELETE statement conflicted with the REFERENCE constraint “business_unit_queues”. The conflict occurred in database “CRMOrgDBName_MSCRM”, table “dbo.QueueBase”, column ‘BusinessUnitId’.
The statement has been terminated.

The above error indicates that the delete request could not be completed because there are dependencies that still exist on that Business Unit.  However, we could not see the dependent records when opening the Business Unit and selecting the links from the left navigation menu.  Instead, we had to take a different approach and the easiest way I found to resolve the issue was to take the following steps:

  • Run the following query against the businessunit table
    • Select businessunitid, name from businessunit where name = ‘name of business unit for deletion’
  • Copy the businessunitid and use it in the following query
    • Select name, description from QueueBase Where OwningBusinessUnit = ‘copied businessunitid’

After running the query we found several queues that were still referencing the Business Unit.  Therefore, we first needed to open the queue, remove all items from the queue and then delete the queue.  Below are the steps to complete that action:

  • Go to Workplace, Queues and find each of the queues in CRM and take the action to remove or delete all items from each queue
    • You can find the ‘Remove all Items’ action on the action menu
  • Go to Settings, Business Management, Queues, find each of the Queues and delete each one

Now that all dependencies to the Business Unit are removed, you should be able to successfully delete the Business Unit.

  • Go to Settings, System, Administration and delete the Business Unit

I hope this helps in the event you run into this issue.


CRM Outlook Installation Issue

Yesterday, a coworker contacted me to get some assistance on a CRM 2011 Outlook Client installation issue.  The issue was that the installation completed without a problem but the configuration of the Organization would hang.

Since there have been some recent challenges with the new CRM Outlook Client installation packages, I thought they might have a bad installation package so I downloaded the latest package and tried that.  Unfortunately, I had the same result.  My next step was to ensure the user had full rights on the explorer directory structure.  I checked that, made a few modifications but the same error persisted.

At this point in the troubleshooting process, I opened the installation log file from C:\Users\<userName>\AppData\Local\Microsoft\MSCRM\Logs.  The log file is usually named something like Crm50ClientConfig.log.  I opened the log file and did a search on the word ‘error’.  I found the following two errors of interest in the file:

Error| Error connecting to URL: https://CRMServerName.crm.dynamics.com/XRMServices/2011/Discovery.svc Exception: Microsoft.Crm.CrmException: Logon failed due to missing credentials at Microsoft.Crm.Outlook.ClientAuth.PassportAuthProvider`1.SignIn() at Microsoft.Crm.Outlook.ClientAuth.ClientAuthProvidersFactory`1.SignIn(Uri endPoint, Credential credentials, AuthUIMode uiMode, IClientOrganizationContext context, Form parentWindow, Boolean retryOnError) at Microsoft.Crm.Application.Outlook.Config.DeploymentsInfo.DeploymentInfo.LoadOrganizations(AuthUIMode uiMode, Form parentWindow, Credential credentials) at Microsoft.Crm.Application.Outlook.Config.DeploymentsInfo.InternalLoadOrganizations(OrganizationDetailCollection orgs, AuthUIMode uiMode, Form parentWindow)

Error| Exception : Culture is not supported.

Parameter name: culture 0 (0x0000) is an invalid culture identifier. at  Microsoft.Crm.MapiStore.DataStore.WaitInitialized()   at Microsoft.Crm.Application.Outlook.Config.OutlookConfigurator.InitializeMapiStoreForFirstTime() at Microsoft.Crm.Application.Outlook.Config.OutlookConfigurator.Configure(IProgressEventHandler progressEventHandler) at Microsoft.Crm.Application.Outlook.Config.ConfigEngine.Configure(Object stateInfo)

These were new errors for me and conducting an Internet search yielded no usable solution.  Fortunately, a Microsoft Support Engineer was able to point me in the right direction. 

The fix for me for this solution was to update the User Security role with ‘Write’ rights on User Settings. 


I hope this helps if you are experiencing this issue.


CRM Outlook Client 2011 Installation Failure

The other day I was installing the CRM Outlook Client on a user machine and received an error message that I hadn’t previously experienced.  The error message read,

“The installation has failed.  Installation of one or more missing prerequisite components failed.  Click the link below to view the log file.”


I selected the link, “View the Log File” and discovered this error in the log:

“Installation of Microsoft Visual C++ Runtime failed. Exit code: 5100. Result: Asia”

That was a fairly odd error and I had no idea what was causing the problem so I accessed my trusty internet search engine and found the fix. 

It appears that the CRM Outlook Client did not like it that the machine had the runtime version of 2010 Visual Studio C+++  installed.  I uninstalled the file and the CRM Outlook Client installed without error. 

Thanks to the person who posted the fix in the Dynamics CRM Forum!



CRM 2011 Update Rollup 4

Update Rollup 4 is released for use.  There are some good fixes in UR 4 that you might need.  However, before applying UR 4 to your production environment, you will want to note that once installed, you can not uninstall.  As with all Updates, you should first apply this Update to a test environment, after backing up your database, and fully test it before installing to production.  This is even more important for Update Rollup 4 as once installed it can not be uninstalled.  The only remedy for removing Update Rollup 4 is to restore to a point in time prior to when the Update was installed.

As always, Update Rollup 4 is a cumulative update which means it includes Update Rollup 1, 2 and 3.  Here are a few highlights of the release:

  • You cannot open Microsoft Dynamics CRM after you install Microsoft Dynamics CRM 2011 in an environment that has Microsoft .NET Framework 4.5 Prerelease installed.
  • When you open a service activity, click Schedule, and then click Find Available Times, incorrect available times are listed.
  • Consider the following scenario:
  • You create two unmanaged solutions.
    • You export the solutions as managed.
    • You import the managed solutions.
    • You import the first solution again by using the Overwrite setting
    • In this scenario, an unmanaged layer is generated and some original fields are missing.
  • When the duplicate detection is enabled, you cannot convert a lead to an opportunity.
  • Records are visible regardless of the security role unexpectedly. This problem occurs because of the cascading in the POA table.

There is a long list of issues that are addressed in Update Rollup 4 so check it out and see if this Update Rollup is one you should apply.


    Troubleshooting CRM – Did You Notice?

    The other day I was doing some work in the CRM 2011 Online Outlook Client and noticed a couple of items that I thought I would mention.  During my work, I had a need to go to the file menu in Outlook to access some CRM Outlook Client information (first screenshot below).  I hadn’t previously spent much time in this area and when I was there, I didn’t really have the time to appreciate all the information available.  In this area we can find everything from CRM Personal Options to Administrator Guide.  Additionally, the layout is very clean and easy to navigate.

    One of the interesting items in this section is Troubleshooting so I decided to select the link and check it out (second screenshot below).  For now, the two resources listed under the Troubleshooting link are the Dynamics CRM Online Resource Center and the Dynamics CRM Forum.  I was happy to find these two links since they are two great  resources for troubleshooting assistance.  If you are not able to find what you need in the Resource Center then you can always ask a question in the CRM Forum and get a quick response.  Also, stay tuned because it looks like additional content is on the way, “Troubleshooting information will be available in a future update….”. 

    If you have some feedback you would like to submit about the content available from the Troubleshooting area, you can provide that feedback using the, “Did you find the information you need” section?  If you have a great suggestion for the content you would like to see in this area, please submit it because Microsoft will receive and review your suggestion.

    If you haven’t taken the time to explore this area of the CRM Outlook Client, take some time and check it out. 

    The screenshots below are from the CRM Online 2011 Client and Outlook 2010



    CRM Outlook & XP SP 3 Configuration Issue

    I recently ran into an issue when attempting to configure the CRM 2011 Outlook client on an XP machine that had SP 3 and was running Outlook 2007.  I was able to install the CRM Outlook Client but would receive an error when I attempted to Configure it.  I previously opened CRM without issue in a Web browser so I was able to rule out connectivity with the CRM server.  I tried many things like a complete uninstall of the CRM Outlook Client and re-install, ensuring the user had sufficient rights on the system and network, etc.  In the end, I contacted Microsoft Support and after trying some additional steps they hit on the fix. 

    The issue was related to a mapi.dll and the fix was to rename the mapi32.dll located in the Windows folder to mapi32_old.dll and then run the fixmapi.exe found in the same folder.  Once the above steps were completed, I was able to successfully configure the CRM Outlook Client. 

    I did run into one final challenge after Configuring the Client.  Once the CRM Outlook Client successfully completed the Configuration, I was able to see the CRM folders in Outlook but they were not populated with data and the CRM toolbar did not load.  I decided to check the add-ins to see if the CRM Outlook Client add-in loaded as expected.  To check the add-in I went to Tools, Trust Center, Add-ins and selected the Go button at the bottom of the page.  The list of add-ins loaded and I noticed the Microsoft Dynamics CRM add-in was referenced twice and the checkbox for both references was unchecked.  I removed the add-in that did not have the “load on startup” or (something similar to that) referenced and checked the box for the remaining add-in.  Once that was complete and I closed out of the add-in list, the CRM Outlook Client folders populated and the toolbar loaded as expected.

    If you run into this issue, I hope  you find this information helpful.


    CRM 2011 E-mail Router Installation

    I recently had the opportunity to install a CRM server and ran across an issue I hadn’t previously experienced when installing the E-mail Router. 

    During the first few steps of the CRM Wizard installation process, you will encounter a screen where CRM identifies any prerequisite applications required for installing the server.  One of the required components for the E-mail Router installation is Microsoft Application Error Reporting and when I selected the Install button


    the component failed to install.  That was a new one for me so I launched an Internet search on the error and came across this post which pointed me in the right direction for a solution.  If you run into this issue, you should be able to address it by taking the following steps:

    • Open the Control Panel
    • Go to Programs, Programs and Features
    • Select Microsoft Application Error Reporting from the list of Programs / Features
    • Select Repair from the top navigation menu


    Once the repair is complete, you should be able to move forward with the installation.   I hope this helps if you run across this issue.