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CRM for Outlook – Password Resets

   Words by CRM Consultancy

   on 07/11/2016 16:00:00

Image result for outlook imageCRM is a Web-based Application, which means that any change to our Password using Active Directory or the Password Reset screen will take place immediately.

However the CRM for Outlook Addin actually takes a cache or snapshot of your Password and saves this on your local Workstation.

This means that whenever we change our CRM Password, this must then also be changed on your PC itself so that Outlook knows the CRM Password has changed.

Otherwise – the Outlook Client will freeze, as it will remain trying to communicate with CRM using the old password and fail.  We can see this as the CRM Toolbar will remain locked and greyed out.


To correct this, we can use the following steps whenever we change our CRM Password:

(1) First of all, we need to open ‘Credential Manager’ on your PC

(2) Selecting this option will show the list of Usernames and Passwords that Windows has cached for various Applications that you use.

(3) Here we want to select ‘Windows Credentials’ and then look at the area for Generic Credentials. (Depending on your version of Windows the below image might look slightly different)


(4) This list of Generic Credentials will contain an entry for Microsoft_CRM_ in a similar fashion to the above image. 

This is the stored cache of how Outlook is communicating to CRM, and so keeps a copy of your current CRM Password. This means that whenever we change our CRM Password, we must also change this stored Generic Windows Credential to update how Outlook expects to communicate to CRM.

To do this, we click EDIT:


(5) Here, we can leave the User Name unchanged – but must set the Password to the new CRM Password we have set for our self.

With this done, the Outlook Client will resume its work when Outlook is restarted – the CRM Addin becoming Re-Enabled and so ready to Track Activities from Outlook to CRM, or synchronise CRM Data into Outlook.

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