Microsoft Dynamics CRM Online Spring ’14 and

Microsoft Dynamics CRM 2013 Service Pack 1


June 2014

2014 Microsoft Corporation. All rights reserved.


This document provides important, late-breaking information about these product versions:

·         Microsoft Dynamics CRM Online Spring ’14

·         Microsoft Dynamics CRM 2013 Service Pack 1 (SP1)

·         Microsoft Dynamics CRM Online Fall ’13

·         Microsoft Dynamics CRM Online Fall ‘13 Service Update

·         Microsoft Dynamics CRM 2013

·         Microsoft Dynamics CRM 2013 Update Rollup 1 (UR1)


You will also find information about known issues. Where possible, workarounds are provided for the known issues.


This is version 1.8 of this readme, published June 2, 2014.


General Known Issues

Web Client Known Issues

Microsoft Dynamics CRM for Tablets Known Issues

Web Client (Viewed on Tablets) Known Issues

Microsoft Dynamics CRM for Outlook Known Issues

Customer Service Known Issues

Server-side Synchronization Known Issues

SharePoint Integration Known Issues

Microsoft Social Listening Integration Known Issues

Unified Service Desk Known Issues

Update Known Issues (CRM Online Only)

Miscellaneous Known Issues



Documentation Feedback

Top Resources

UPDATED! Your ‘Get ready’ guide for this release

NEW! CRM Help Center – info central for admins, developers, trainers, and IT pros


General Known Issues

This section is for general issues that occur in CRM Online Spring ’14 and CRM 2013 SP1, Microsoft Dynamics CRM Online Fall ’13, Microsoft Dynamics CRM Online Fall ‘13 Service Update, Microsoft Dynamics CRM 2013, and Microsoft Dynamics CRM 2013 UR1.

Check your JavaScript code to prepare for your upgrade

To keep up with the changes introduced in CRM 2013, and for you to take advantage of new features, you need to check that any JavaScript code you are using is ready for an upgrade. We have deprecated the CRM 4.0 form object model and the 2007 web service end points.  For information about what you can do, see the Microsoft Dynamics CRM Team blog post titled: Check your JavaScript code to prepare for your upgrade

Installing Update Rollup 2 server after uninstall of Service Pack 1 server may fail (303437)

If you have Microsoft Dynamics CRM 2013 (on-premises) and you install Update Rollup 2 after uninstalling SP1 for CRM 2013 Server, the install may fail.

The workaround is to uninstall CRM 2013 Server completely and reinstall it, and then apply Update Rollup 2.


Web Client Known Issues

Opportunity: Quick create form does not support Est. Revenue field if the revenue is system-calculated (273059)

If the default for revenue is system calculated, then the Est. Revenue field must be removed from the quick create form. Otherwise, its data will not be saved in the system.

Navigation Tour text and background image are misplaced for Right-To-Left languages (267135)

You might notice that red squares on the background image do not match the text location in the CRM Navigation Tour in Right-To-Left languages (like Hebrew and Arabic). This could cause difficulties reading the text and completing the Navigation Tour.

Quick Create for entities of type Activity always navigates to full create experience (268878)

Although customizers are allowed to define a quick create form for the Activity type, clicking the Quick Create option always takes the user to the full create experience.

There is not known workaround for this issue in this release.

Cannot navigate to a closed Opportunity stage in a business process (277602)

When you navigate through a process by creating a new record, links to the older record are lost in the business process flow, thereby leaving it orphaned and disabling navigation.

For example, consider a process that moves through Campaign to Email to Campaign Response to Lead to Opportunity entities. Using this process, the user creates a record for email (E1), campaign response (CR1), lead (L1), and opportunity (O1). Now, the user navigates back to a stage on the campaign and creates a new flow E2 > CR2 > L2 > O2. The user then goes back to a stage on the campaign, selects the old record E1 and navigates through CR1 and L1.

At this point, the user is unable to navigate any further to the ‘old’ opportunity O1, since as soon as the user navigated to E2 from a stage in the campaign, the previously navigated path from L1 to O1 was lost.

No prompt to fix missing email addresses in recipient fields (To, CC, BCC) if the email is read-only (277404)

When you click a valid email address in a recipient field in an email that is in read-only mode, you won’t be notified of the need to create a record for this email address.

To, CC, and BCC fields in an Email activity form can contain unknown email addresses. In CRM 2011, if you clicked such an email address, a dialog box opened that asked you to resolve the issue by choosing an existing record or manually creating a new record for it.

In CRM 2013 and CRM Online Fall ‘13, these unknown email addresses will not appear in read-only email forms, such as in sent email or incoming email. However, if the email form is in an editable state, like when you are replying to an incoming email, these email addresses will appear properly. This issue is just visual. Email will be properly sent to unknown email addresses.

Also, these unknown email addresses will be shown properly in grids and on the Activity wall on the form.

Generic error occurs in Safari on MAC (279622)

The generic error is caused because Safari on MAC times out for long-running synchronous operations and Microsoft Dynamics CRM captures the time out and displays a generic error. These are typically administrator run operations, such as creating entities, importing/exporting translations, and publishing customizations. Note that some operations might still complete in spite of the error. The server still completes processing the request in some cases and a refresh on the page would show the results.

The workaround is to use a Windows operating system to perform these operations.

Lync presence icons work only in Internet Explorer (268680)

Microsoft Lync presence icons work only in Internet Explorer and do not work in other browsers.

Composite control in business process on upgrade from the previous release to CRM Online Fall ’13 or CRM 2013 (273696)

Composite control like Contact’s full name in a business process defined in the Microsoft Dynamics CRM December 2012 Service Update or Microsoft Dynamics CRM 2011 Update Rollup 12 release will no longer appear in the processes.

The workaround is to add individual contributing fields to the process definition.

Unable to create a new account and add an account to the Parent Account field by using the New button on the refreshed lookup control (282493)

Saving the account created by clicking the + New button for the Account lookup in an account form displays an error.

Create an account by using Quick Create or the New action in Accounts and then choose it as the Parent Account in the account form.

Internet Explorer 10 and 11: browser back button is not working correctly.( #283549 )

With Internet Explorer 10 and 11, the browser back button does not navigate beyond one level.   

High memory usage in forms in Internet Explorer 11 

With Internet Explorer 11, you will see higher memory usage when you edit and navigate between pages.   

Workspace is deprecated, but new organizations can still find all the relevant items within the individual areas (279891)

With the Workspace removed in CRM 2011, upgrading organizations will still maintain their sitemap, but Workspace will just be another area, treated with no special capabilities. For new organizations that are looking for the things that used be in the Workspace, like Calendar and Reports, you can find these items under the Tools section of the Sales, Marketing, and Service areas.

Trying to input product name for write-in product shows an error on top of input box (301733)

When trying to add a write-in product on the opportunity, because the field is empty by default and validation is kicking in too early, an error appears but lays right on top of the field, blocking any possible input. There are ways around this, namely to deselect the row (by clicking focus onto the form etc.) then click directly on the field. That should take you to input and depending on browser, shift the error message out of the way.

Error on routing a case will cause case record form to be closed (301754)

If there is no Routing Rule active for an organization, clicking the Apply Routing Rule button shows an error message that informs you of the absence of an active routing rule. When you close the error message, the case form closes and last navigated page opens.

Admin assigns case creation rule to CSM and activates it; Error when CSM deactivates it (305683)

Case creation rule should always be activated or deactivated by a user who is the owner of the rule.

You cannot select the Entitlements from the Entitlement lookup if you select Contact as primary customer while creating a case (305481)

The Entitlement sub-grid on the case form should only show all the active entitlements that exist in which the primary customer is the same as the customer specified on the case form.

Due to this issue, entitlements with primary customer set as the parent account of the contact specified as customer on the case form also appear in the sub-grid. This is causing a disparity between what can be selected in the lookup and what's visible in the sub-grid.

SLA entity has 2 fields with the same display name (Applicable From) (302933)

Do not use the Applicable From field to create business rules for the SLA entity.

Social Activity form is available for Create from a business process flow, but save fails with 'unexpected error' (305786)

In the business process flow, when Social Activity is added as an entity for a stage of the process and you navigate to that stage by clicking the Next stage button, a Create option is shown. When you click Create the social activity form loads. Because Social Activity is not valid for create from the CRM application UI, you will not be able to save the form after providing the information required and will receive an 'unexpected error' message.

Chrome only: When you click Save or Save and Close in a routing rule item when one or more of the conditions are incomplete, the form becomes Read-only   (306915)

If this happens, the form is no longer editable. The routing rule item form is locked for editing and you cannot make changes for correcting the conditions to set up a valid routing rule.

There is no known workaround for this issue. You will need to make a new rule instead.

Business process flow security roles are not honored when opening a record (310082)

In Microsoft Dynamics CRM, it is possible to associate security roles with business process flows. This association is used to determine the process flow to be loaded when a record is first created and the process flows that are available for the user to switch to on existing records. It does not define the visibility of a business process flow on an existing record. It is therefore possible for a user who does not have privilege to switch to a given business process flow to view it if that process has already been assigned to the record by another user with the appropriate privilege.

Microsoft Dynamics CRM for Tablets Known Issues

User can view queue items in another user's private queue (304894)

A user can view queue items that are present on another user’s private queue when viewing this in CRM for tablets.

If you create an opportunity by using the Add Existing button on a contact or account, the opportunity may not be displayed on both contact and account forms (305940)

If you create an opportunity by clicking Add Existing in a contact or account, and the relationship is coming from the value in the Potential Customer field, the opportunity will be displayed in only one list, either on the contact or on the account – but not in both lists.

Also, you might see a message that says the opportunity was not successfully associated with the contact or account, if both the contact and account fields are filled in on the create form.

Using CRM2011 Customized Qualify ribbon action, which uses mscrm.list.convertLead, can fail from lead grid for CRM for tablets application (305190)

The Lead qualify action specified above can fail on the tablet client when the CRM server bits are upgraded, but the database is not.

The workaround is to  qualify the lead from the form and not from the grid. After the database also upgrades, the problem will go away.

Child entities cannot be searched for in CRM for tablets (304941)

If you do a search across multiple entities that includes child entities (such as Opportunity Product or Queue Item), the results for these specific entities will not load. The search will appear to stop responding without producing search results.


Entitlement field on case form is not filtered based on customer, contact, and product (301282)
The Entitlement lookup field shown on a case form is filtered based on the Customer, Contact, and Product fields on the web client. This filtering doesn’t work in CRM for tablets and all the entitlements belonging to all the customers are shown in the field.

However, you can’t save a wrong entitlement in the case. If you were to choose an entitlement that doesn’t belong to the customer, contact, or product selected, an error message is shown.

Entity metadata does not sync correctly under some scenarios (305846)

Labels and attributes may not sync down to Microsoft Dynamics CRM for tablets.              

The workaround for the affected entity is to edit any metadata in the Entity section of the Customization page and publish.

Tablet app shows error or freezes after server is upgraded to CRM Online Spring ‘14 (305171)

If you are using Microsoft Dynamics CRM for tablets running on an iPad, and the tablet app was configured against a 2013 organization, and then the server is updated to CRM Online Spring ’14, the tablet app might stop responding or show an error.

 There are two scenarios here:

1.      If the update was done when the app was running (running or in background): If a user interacts with the app, doing actions like creating a record will take users offline. When they try to reconnect, they will get a “not authorized” error. After hitting the Back button, the user can re-authenticate and connect to server.

2.      If a user starts the app after updating, they will see a loading screen and the app will connect to the CRM 2013 server.

Users with slow network speed might need to reinstall the app.

Windows 8 shows an Active Directory authentication screen before intended authentication screen for IFD users. Appears as repeatedly prompting for sign-in credentials and users cannot sign in. (277770)

When users try to connect to Microsoft Dynamics CRM Server 2013 (on-premises) configured for an Internet Facing Deployment (IFD) server on a Windows device, they will be prompted at an Active Directory authentication screen, which overlays and hides the proper authentication screen that is intended for the user. Users may attempt to enter credentials on this authentication screen, which will not work and repeatedly prompt for logon credentials.
This issue occurs when the server running IIS where the Microsoft Dynamics CRM web application is installed has Negotiate and NTLM Windows authentication providers enabled on certain Microsoft Dynamics CRM website features.

The workaround is to click or tap Cancel on the Active Directory authentication screen to reveal the proper IFD authentication screen behind it.

To resolve the issue, run a Repair of Microsoft Dynamics CRM Server on the server running IIS where the Web Application Server role is installed. To resolve this issue by running Repair, the Microsoft Dynamics CRM deployment must already be configured for claims-based authentication and IFD.

Unable to edit record owner after creation (266100)

On edit forms in Microsoft Dynamics CRM for tablets, users cannot edit the Owner field. This means that after a Create form is saved, this information is not editable. To work around this, the user can use Assign on the command bar to assign the record to a new user.

User needs to have read privileges on User, Team, and Process to view Accounts in CRM for tablets (280047)

If a user does not have any of these read privileges, they will get an error message about Insufficient Privileges.

Search on CRM for tablets shows activity types that are not enabled for CRM for tablets (277471)

CRM for tablets does not support activities like Fax and Letter. These activity types are returned by the search results and shown to the user.

The workaround is to change the search entities. To do this, follow these steps:

1.      Under Settings > Administration > System Settings > Select entities for search on CRM for tablets, click Select.

2.      Remove the Activity entity that you don’t want in search by selecting it in the Selected Entities column and clicking Remove.

3.      Add the child activity entities, like Phone Call, Task, and Appointment, which are supported in the CRM for Tablet app by selecting them in the Available Entities column and clicking Add.  

4.      Click Save and Close.

The metadata default value for a new Opportunity Product type is ignored (279488)

The default value should be Existing for the Select Product field. But it may select Write-In as the field default.

Creating appointments from CRM for tablets does not check for calendar conflicts (274554)

You can save appointments that conflict with other calendar entries. CRM for tablets does not check for these conflicts and you are not informed.

CRM for tablets does not consider the defaults view setting for users (215228)

CRM for tablets shows only the system view as the default view.

Some data loss may occur if you don’t save your edits, the app is closed, and then reopened within 10 seconds (276105)

If you re-start the app after 10 seconds or save the record (by navigating away or clicking Save), there will be no data loss.

Forms open in read-only mode and don’t change to edit mode (277876)

While a form is loading, if you try to edit a field, you will get a read-only view of that field and its data. After the form has completed loading, if this field is still in an expanded state, it will still be read-only.

The workaround is to click or tap outside the field and then try to edit it again. The field should change to edit mode.

Verbose logging may prevent CRM for tablets from successful configuration (279744)

During first time configuration of a CRM for tablets application, a large amount of operations and UI definitions are generated. If verbose logging is turned on for a CRM server, the volume operations that are logged prevent the definition generation from succeeding.

The workaround is to turn off verbose logging and connect to the organization with CRM for tablets. Then turn logging back on. The definition generation happens only the first time after you publish customizations.

Error on a hidden field will prevent saving (278760)

If a field on a form is given an invalid value (or is required, but not complete) and becomes hidden through form logic (before or after it becomes an error), and you try to save the form, the field is not made visible. You are told there is an error somewhere on the page.

The workaround is to navigate away from the page, which means you will lose your changes and need to start over.

Shared views are not available in CRM for tablets (275824)

If you make a personal view, and share that view with another user, the other user will not be able to use this view in CRM for tablets. However, it will be available to them on the web client.

Pin to start command button does not properly update when using record set navigation (279102)

If you pin a record to the start screen, and then use record set navigation to move to another record that has not yet been pinned to the start screen, the command for that record will say Unpin from Start rather than Pin to Start.

The workaround is to manually refresh the page.

Tiles do not update when information on the same form is updated (276292) 

Tiles on entity forms do not automatically update when the corresponding information is changed on the form.

The workaround is to manually refresh the page.

After publishing a new customization, the first metadata sync can fail and you will be signed out (303138)

The workaround is to sign in again and retry.

Add New and Add Existing commands are missing for Associated lists and areas of Cases on CRM for tablets (305510)

When you go to the Case Associated list on any entity form and get the command bar by swiping from below, it doesn’t show Add New and Add Existing actions. A similar issue happens if you go to the Case Associated area. These actions will not be shown.

The workaround is to perform these actions from the Add button (+) that is on Case list.

Creating or changing a Social Profile record is not allowed (304472)

Social Profile record creation or update is not allowed. On attempting to save the record  an error message is displayed.

Web Client (Viewed on Tablets) Known Issues

Cannot delete values from a field with lookup control on the Android Touch mobile browser (276630)

The workaround is to open the lookup control and delete by removing the value in the dialog box.

Unable to open grid's contextual menu on iPad (274258)

The contextual menu for grids, which you can view by right-clicking a record on the grid, will not be displayed on an iPad browser. Instead, the default Safari browser menu will be displayed. This is because the contextual Safari browser menu cannot be overridden in iOS devices.

Microsoft Dynamics CRM for Outlook Known Issues

Support for Citrix XenApp 6.5 session virtualization for Microsoft Dynamics CRM for Outlook on a single XenApp instance

Microsoft will support a configuration that is Citrix XenApp 6.5 with session virtualization for Microsoft Dynamics CRM for Outlook on a single XenApp instance. That support is only for Microsoft Dynamics CRM 2013 Service Pack 1 for Outlook.

Please note that Citrix deployment may include a complex configuration topology based on other configurations, and these are not supported. For example, these configurations are not supported:

·         Citrix products like XenApp (except for version 6.5), XenDesktop, and XenServer and versions of these products

·         Application streaming modes

·         Modes of application deployment

·         Options for load balancing

·         Application virtualization layered on top of other virtualization technologies (such as Network and storage virtualization technologies)

Blocked CRM for Outlook uninstall on Service Pack 1 (304777)

Once you update your CRM for Outlook version to Service Pack 1, you can no longer uninstall the SP1 in order to revert back to CRM 2013 or any update rollup on it.

The workaround is to uninstall CRM for Outlook, reinstall CRM 2013, and apply the relevant update rollup that you had before.


Social Activities and its view under Activities are not present in CRM 2013 for Outlook when it is connected with a CRM 2013 Service Pack 1 Server that has Product Updates installed (302034)
The workaround is to upgrade CRM 2013 for Outlook to CRM 2013 Service Pack 1 for Outlook.

Upgrade from CRM for Outlook Early Access prerelease to final release is not supported

We do not support upgrading from the Early Access prerelease of CRM for Outlook to the final release of it. You must uninstall the Early Access build of the client and install the release build.

Upgrade of Early Access CRM Outlook client against a server running the released build is not supported

If you have an Early Access server and upgrade to the final release, we do not support the Early Access CRM for Outlook against a final release server. If you have this scenario, you must make sure that if your end users are offline, they must go back online before you upgrade the server to the final release. After the server is upgraded, they should upgrade all clients to the final release build.

In CRM for Outlook in offline mode, Mailbox records display an error when they open (280954)

When you use CRM for Outlook in offline mode, any action that tries to open a Mailbox record will display an error.

The Mailbox entity’s form is not supported in offline mode. Please do not click links to Mailbox records. If you do, simply navigate to other records or close the form.

Long delay in opening first form after initial install/upgrade (302093)

This issue is very intermittent but sometimes the first time a form is opened from Outlook on a fresh install/upgrade, it will take a very long time to actually open. This may be perceived as the form never opening. Restarting Outlook should resolve this issue as it only occurs on a fresh install/upgrade.

Cannot create record from newly customized custom entities in CRM for Outlook (302430)

In some cases, where you customize entities and publish the customizations and immediately want to create a record through CRM for Outlook, it will not succeed. This is because the metadata in CRM for Outlook was not updated yet.
The workaround is to simply restart Outlook and wait for a minute or so to have the latest metadata cache.

Sometimes the first received email in a mail thread doesn’t have the Regarding field set correctly (302925)

When you track and send an email, only if the recipient replies immediately, sometimes this first reply may not get auto-tracked in CRM. This is due to a timing issue that the first sent email was not yet created in CRM, and email correlation failed to correlate this reply with any other CRM emails.

The workaround is to make sure the first sent email is tracked in CRM or manually track the first email reply.

A user with the Salesperson security role can open a new case form in Outlook even though that is not allowed (305648)

The Salesperson security role does not have permissions to create new cases in either CRM for Outlook or the web client, and the New Case button is hidden from the ribbon. However, in CRM for Outlook, users with this security role can still open a new case form by right-clicking the list and choosing New Case from the shortcut menu. The new case form will open, though it is not editable.

The Synchronize CRM data dialog box stops responding for multi-organization upgrade (302407)

To resolve this issue, force Outlook to restart; Outlook will work normally. This can occur when you:

1.      Prepare two Service Pack 1 organizations.

2.      Prepare one CRM 2013 client and configure against those organizations.

3.      The Primary organization goes offline, then goes online.

4.      Switch the primary organization, go offline, then go online.

5.      Upgrade the client from CRM 2013 to Service Pack 1.  

6.      Start Outlook.

7.      Outlook stops responding.

8.      Force Outlook restart to resolve the issue.

Recurrence removed from a recurring appointment while  CRM for Outlook is offline will not sync the series when CRM for Outlook goes online again (293360, 302776)

If you create a recurring appointment in CRM for Outlook, track it, sync it, go offline, open the series, click Remove Recurrence, and then go online, the CRM server does not have the recurring appointment removed.

The workaround is to remove recurrence of an recurring appointment when CRM for Outlook is in online mode.

Sometimes the list or reading pane is not refreshed after updating a record in CRM or after synchronization (290359)

Sometimes the list or reading pane is not refreshed after updating a record in CRM or after synchronization.

No synchronization support on non-cached Exchange mode (282781)

We do not guarantee synchronization will work as expected if Exchange mode is set to non-cached in Outlook. For example, sometimes, tracking email from the Outlook Search folder gives an error when cached exchange mode is off when you set up your Exchange email account in Outlook. The best practice is to turn on cached Exchange mode when you set up your Exchange email account in Outlook.

Cannot accept updates to tracked appointments in Outlook 2007 SP3 with Outlook in Online Mode (non-cached Exchange mode) (294088)

This happens when you cannot accept an update to a tracked appointment in a particular environment with specific settings. Imagine there is User 1 who is an External User who has just configured their Email account with Outlook or is using Outlook Web Access; and User 2 is a CRM user who has their Default Email account configured in Outlook with Cached Exchange Mode disabled and CRM Organization added to Default Email account.

1.      User 1 sends a meeting request to User 2.

2.      User 2 will accept the meeting request from Outlook inbox and send a response.

3.      User 2 opens the same appointment record through the Outlook calendar and closes it without making any change.

4.      User 1 reschedules the meeting time and sends an update to User 2 again.

5.      User 2 will attempt to accept the same meeting update from their Outlook inbox, but will be presented with an error message: "The function cannot be performed because the message has been changed".

Tracking an email in CRM that has an attachment adds the email itself as an attachment (289570)

Tracking an email in CRM that has an attachment adds the email itself as an attachment in the CRM activity email record after synchronization.

User filters for synchronization of a entity need to be enabled in order to use system filters (307086)

If you delete the user filter for a specific entity, such as Contact, the system filters for contacts will also not be included in future synchronizations. You need the user filters enabled to synchronize if you are also using system filters.

Values in CRM fields reset to default on closing and opening the tracked recurring appointment (302600)

When you change the values in CRM fields in CRM for Outlook, and save and close the form, the next time you open it the changed values are not shown.

The workaround is to open the form in CRM and change the values there.

Set Regarding does not work  on a custom entity when the primary field’s requirement level is set to No Constraint (282488)

The best practice is not to have the primary field requirement level set to No Constraint if you want to set regarding for your emails, appointments, contacts, or tasks to records from this custom entity.

Email mail merge button is not functioning while clicking on it from advanced find window. (299372)

When you use Advanced Find to find records and then click the Mail Merge button from the ribbon, sometimes mail merge will not work. Until we completely fix the issue in the near future, we recommend that you use mail merge in a view.

Intermittent display issues with the ribbon when using a CRM 2013 for Outlook client configured to CRM 2013 SP1 with Product Updates installed (303787)

Sometimes the ribbon is not displayed  when you have the CRM 2013 for Outlook client  with CRM 2013 SP1 and Product Updates installed on the server.

The workaround is to restart or reconfigure Outlook.

CRM 2013 forms are displayed for Case, Contact, and Account when using a CRM 2013 for Outlook client in online mode configured to a server that is running CRM 2013 Service Pack 1 with Product Updates installed (308216)
This behavior is restricted to only the Case, Contact, and Account entities, which have the Entitlement sub-grid.

CRM for Outlook is not supported with side-by-side install of Office versions (288212)

Installing CRM for Outlook in side-by-side Office version scenarios (such as Outlook 2010 and Outlook 2013 Click To Run installed on the same machine) is not supported.

Customer Service Known Issues

Case form closes when the Apply Routing Rule action is manually applied (305563)
On successful application of an active routing rule, the case form closes and the case list loads.

Unable to launch open a case form when the Create child case option is clicked and  Allow quick create is unchecked  not selected  (305208)

When the Allow quick create option is cleared from Settings > Customization > Entities > Case, you won’t be able to open the case form when you click the Create child case option. The quick create form will partly load, and if you click Cancel, you will get a script error.

The workaround is to navigate to the Child cases sub-grid in the Case relationships tab to create a new child case.

In Advanced Find for Cases, Merge and Associate Child Cases actions are visible and result in a “Record is unavailable” error when accessed (applicable to organizations that haven’t installed Product Updates) (305219)

Merge and Associate Child Cases actions are applicable for organizations that have installed Product updates successfully. Until then all such entities and attributes are marked “For internal use only” and executing CRM functionality on them can cause error conditions or unsupported behavior.

Merge Cases command bar action appears twice on the Advanced Find ribbon when searching against the Cases entity (305028)

This issue applies to organizations that have upgraded to Microsoft Dynamics CRM Online Spring ’14 or Microsoft Dynamics CRM 2013 SP1 and have Product Updates Installed. There is no functionality impact. Merge cases command bar option is seen twice.

Unable to Add New Case or Add Existing Case from the Cases associated view for a social profile record (304744)

When you try to add a new case, the case quick create form opens up and after providing the relevant details and saving the form, the case gets created, but is not listed in the Cases associated view of the social profile record.

When attempting to add an existing case and selecting a case from the lookup, the association of the case to the social profile record fails.

For the email channel, in a case creation rule, the option to create a case only if a valid entitlement exists does not work (301592)

The option to create a case only if a valid entitlement exists will not work as expected for a case creation rule that has been set up for the email channel. A case will be created even when this option is turned on and no active entitlement exists.

Changing the Worked By field directly from the Queue Item details form causes an error (303142)

The error occurs if the queue is private and the selected user is not a member of the queue.

Importing a solution with an active routing rule into an organization where the rule already exists and is active fails (303536)

You cannot edit an active rule. If a rule is active, when you try to import the rule with the same ID, the solution import will fail.

Customer Service configuration entities should not be selected in the Create Record step of any process (306889)

You should not select the following customer service configuration entities in the Create Record step of any CRM process (such as workflows and dialogs):

·         Case Creation Rule

·         Case Creation Rule Item

·         Entitlement

·         Entitlement Channel

·         Entitlement Template Channel

·         Routing Rule Set

·         Rule Item

Server-side Synchronization Known Issues

For existing CRM Online customers, server-side synchronization requires that the organization database be updated to CRM Online Spring ‘14 (305320)

We are providing server-side synchronization in CRM Online Spring ‘14 for CRM Online organizations for selected email server types*. Please wait to configure server-side synchronization until your organization is updated to CRM Online Spring ’14 for both the server and the organization database.

* Exchange Online (emails, appointments, contacts, and tasks) and white-listed POP3/SMTP servers (emails only).

In CRM 2013 SP1, server-side synchronization is supported for some CRM with Exchange configurations and  supported POP3/SMTP mail servers

CRM 2013 SP1 supports server-side synchronization for:

·         CRM on-premises with Exchange on-premises. Microsoft Dynamics CRM on-premises customers who are using Microsoft Exchange on-premises or POP3/SMTP supported mail servers (, Windows Live Mail, Gmail, Hotmail, Yahoo! Mail, and MSN). This capability works with users, queues, and forward mailboxes.

·         CRM Online with Exchange Online. The capability is also available for CRM Online customers who are using Microsoft Exchange Online or POP3/SMTP supported mail servers (Gmail, Yahoo! Mail).

·         Supported POP3/SMTP mail servers for emails. For these white-listed POP3/SMTP servers, only email synchronization is supported, and we recommend that you set the synchronization method as None for appointments, contacts, and tasks in this case.



Server-side synchronization for appointments, contacts, and tasks are not supported for POP3/SMTP Email servers (305872, 305945, 305964)

Though it is allowed in the UI, we do not support server-side synchronization for appointments, contacts, and tasks for POP3/SMTP email servers. If you configured this way, a notification message is presented in the mailbox record form and the mailbox processing will fail for appointments, contacts, and tasks. And there may be misleading messages in the alert wall. If you are setting up server-side synchronization for supported POP3/SMTP email servers, the best practice is to set synchronization method for appointments, contacts, and tasks as None or CRM for Outlook (Outlook Sync). Do not set as server-side synchronization if the attached email server profile is not an Exchange server.

Every enabled mailbox runs server-side synchronization on the CRM Async server periodically, so ensure you have proper testing and hardware

Please ensure you have enough testing and hardware for CRM on-premises and Exchange Server on-premises before using server-side synchronization in your day-to-day environment.

The load and performance impact of server-side synchronization highly depends on the:

·         Number of enabled mailboxes

·         Load of user usage (daily or peak) on emails, appointments, contacts, and tasks

·         Load on the Exchange server and Async server (such as workflows, etc)

·         Optimization of the SQL servers

·         Data topology of the Exchange server

·         Hardware specification and Internet connection of the environments.

Install both the Asynchronous Processing Service and Email Integration Service roles to enable server-side synchronization

To enable server-side synchronization, you must install both the Asynchronous Processing Service server role and the Email Integration Service server role.

Deadlocks due to recurring appointments in server-side synchronization for appointments, contacts, and tasks in high-scale environments (279105)

The server-side synchronization may show failures because of potential deadlocks in recurring appointment synchronization. In most cases those failures will be successfully retried in next run of server-side synchronization. However, these deadlocks may impact server performance.

CRM icon not showing for synced items in specific use cases (281899)

In Outlook with server-side synchronization, in a rare case where you change a field of a synchronized item that is not synced with CRM, the icon of that item does not change back to the CRM icon. This is because server-side synchronization does not detect any changes.

The workaround is to modify some other fields of the item that will be synchronized with CRM. Once the synchronization happens, the CRM icon will appear again.

With FIPS enabled, server-side synchronization cannot be used with some supported SMTP email providers (279682)

If Federal Information Processing Standard (FIPS) is enabled on Microsoft Dynamics CRM, you cannot use server-side synchronization to send emails through Hotmail, Outlook, Live, and MSN email systems.

The workaround is to not enable FIPS on Microsoft Dynamics CRM if you want to configure server-side synchronization by using SMTP to send emails through Hotmail, Outlook, Live, or MSN email systems. For more information about FIPS, go to FIPS 140-2 Compliancy with Microsoft Dynamics CRM.

Organizer (CRM user) should be the owner if any of attendee (CRM user) tracks the appointment (287083, 304236)

This applies to Outlook Sync and server-side sync as well. Whoever has the permission to update the appointment in CRM can cause a broadcast or update to the attendee’s Outlook/Exchange calendar.

The workaround is to let the organizer who is also the CRM user track the appointment before sending.

Untracking an Outlook contact and choosing to delete it in CRM does not delete the contact in CRM (309868)

Even if you click Yes in the confirmation message that asks you if you want to delete the contact, the contact in CRM will not be deleted.

The workaround is to delete the contact in CRM manually.

Pasting a tracked task in Outlook will not create a new item in CRM (309539)

This occurs only if you have an Outlook item that is tracked and synced with CRM, and then you copy and paste it in Outlook.

The workaround is to create another task separately, or copy and paste it before tracking them.

Changes to a retracked appointment won't initially sync up to CRM (309307)

If you tracked an appointment and after it has been synced to CRM you decided to untrack it, and afterwards, decided to track it again, and afterwards, try to update the appointment in Outlook.

The workaround is to update the appointment in CRM to make them sync properly.

Sending out a tracked appointment to an attendee on another CRM organization may cause the other organization to automatically track the appointment unintentionally (306582)

If you and the attendee are both using Microsoft Dynamics CRM, but in different CRM organizations, your tracked appointment might unintentionally also become tracked in their CRM organization. This happens only if the appointment has not been created in your organization before sending out to the attendee who is in another CRM organization.

The workaround is to untrack the appointment from the other organization.

CRM appointments do not get propogated to an attendee's Outlook calendar if the attendee is using server-side synchronization and the organizer is using Outlook sync (307001)

This occurs when you have two CRM users sending meeting invites while the organizer is still on Outlook Sync and the attendee is on server-side synchronization. If the organizer in this case creates or updates the appointment in CRM, and never opens up the same appointment in Exchange or Outlook. The update will not be in the attendee’s calendar.

The workaround is to create or change the appointment in Outlook and then send. The best practice is not to have mixed synchronization methods within the same CRM organization.

The synchronization will not work after moving a tracked contact from the default contact folder to another contact folder (272559)

We recommend you not to move an already tracked contact to another contact folder.

A  user's primary email address in CRM must be the same as the user’s mailbox email address (303219)

The email address in the mailbox record of the CRM user has to be the same as the primary email account set up in Outlook in order to perform tracking and synchronization. However, there is no system enforcement of this requirement.

This applies to Outlook Sync as well.

Mailbox location error is displayed when Auto Discover Server Location is set to Yes (305809)

If you have configured server-side synchronization with an email server profile that has the Server Type set to Exchange and Auto Discover Server Location set to Yes, you may experience intermittent issues during email, appointment, contact, or task  sync (or during the Test & Enable Mailboxes action). You will see an error that states that the mailbox location could not be determined.


The workaround is to configure the email server profile with Auto Discover Server Location set to No, and provide an Incoming Server Location and/or Outgoing Server Location.

SharePoint Integration Known Issues

Throttling exception when sorting on non-default columns when document library has more than 5,000 records (301565)

If a user attempts to sort/filter on a non-default sorting column and the document library they are accessing has more than 5,000 records, the user may see a throttling exception.

SharePoint Documents not supported for workflows (308126)

The SharePoint Document entity is not supported for workflows.

Microsoft Social Listening Integration Known Issues

Social Insights visuals are not rendering in CRM for Outlook

When a Microsoft Dynamics CRM dashboard or a form that contains one or more Social Insights controls is loaded in Microsoft Dynamics CRM for Outlook, the Social Insights controls may not render or may display an error if you are not already signed in to Microsoft Social Listening.

The workaround for this is to open a new Internet Explorer browser tab and sign in to Microsoft Social Listening with your credentials. You must also select the Keep me signed in check box to continue to work. After you are signed in to Microsoft Social Listening, return to CRM for Outlook and reload the dashboard or form for the Social Insights controls to render.

Unified Service Desk Known Issues

For Unified Service Desk, the Solution Package for Microsoft Dynamics CRM 2013 SP1 with product updates will not be deployed properly, if product updates are not applied on the CRM organization.

Package Deployment will fail in such scenarios because the customizations are done for entities that get enabled after product updates are installed on the CRM org where the package is being deployed.

Appropriate permissions on custom entities of solutions should be given to two roles (USD_Admin and USD_Agent) in a Unified Service Desk solution (295705)

Unified Service Desk does not have out-of-the-box (OOB) roles. Therefore, while deploying Unified Service Desk in production applications, system customizers must ensure that appropriate roles are created in CRM so that agents have only relevant privileges on the selected set of entities.

Unified Service Desk Client screens not RTL compliant (304850)

The installer for Unified Service Desk is not right to left (RTL) compliant and hence the user interface (UI) will not render properly for Arabic languages.

On clicking Resolve Case the call script of account/contact session may change (304978)

In Microsoft Dynamics CRM 2013 SP1, when you click Resolve Case in certain call scripts, the call script may change. This results in a situation where some steps of the call script that were already completed appear to be incomplete. This can be fixed through configuration changes.

Script error pops up when an account session is closed by clicking "x" button or when you click the contact in Associated Contacts of account session (304977, 304979)

You may encounter certain script errors in sample packages. You can proceed after canceling the script error.

SLA definition for Resolve By KPIs needs to be corrected (305106)

The definition of SLA that is shipped with the sample package is not correctly defined. Hence, it is recommended that the SLA definition is reviewed appropriately before using it.

Import data owned by teams is no longer assigned to teams (302415)

In the Configuration Migration tool, when data owned by teams is imported into a new CRM organization, the ownership changes to the user who imported the data.

Unified Service Desk is not starting properly the first time you open it (301412)

This is happening because the CRM async job for importing data is not completed - hence some of the data is not available. Users may get random errors if they try to start Unified Service Desk immediately after deployment. The CRM admin should be informed if they are getting the issue after a reasonable time because that may indicate that the job may have stalled for some reason and needs CRM admin attention.

CIS application opening throws an error for the first time (302455)

Customer Information System (CIS) is a sample application to demonstrate the integration of line-of-business applications in Unified Service Desk. When this application starts inside Unified Service Desk, there are some instances when the users may get an error. This error will not hamper the subsequent experience. 

Update Known Issues (CRM Online only)

Restore non-base language label translations for business process flow

If you use Microsoft Dynamics CRM Language Packs for additional languages in your system, you will notice that on update from Microsoft Dynamics CRM December 2012 Service Update to Microsoft Dynamics CRM Online Fall ‘13 Service Update, the base language translations are preserved but some of the localized labels for the business process flows are not carried over. Instead, they are shown in the base language in the CRM web application or CRM for Outlook.


The missing translations belong to the objects that were added or modified in the business process flow before you updated your system to Microsoft Dynamics CRM Online Fall ‘13. For example, if you modified a stage or added new steps in the stage of the out-of-the-box business process flow, the Language Pack label translations for these objects are missing in the updated CRM system. The translations for the labels of the unchanged out-of-the-box objects are displayed in the correct non-base languages.


You can easily restore the missing translations if you follow the following procedure. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.


·         If using the CRM web application, on the nav bar, click or tap Microsoft Dynamics CRM > Settings. Settings appears on the nav bar. Click or tap Settings > Customizations > Customize the System.

·         If using CRM for Outlook, in the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Customizations > Customize the System.

In web application or Outlook, continue:

1.      In Customize the System, click or tap Export Translations to export the labels and their corresponding translations. Save the exported translations .zip file on your local disk.

2.      Open the translations .zip file with Windows Explorer. Copy the CrmTranslations.xml file to another folder on your local disk and edit with Microsoft Office Excel, as a workbook.

3.      In the CrmTranslations.xml file, in the Localized Labels worksheet, find the rows for the Workflow Categories entities that represent the business process flow labels in Microsoft Dynamics CRM Online Fall ‘13. In the Workflow Categories row, the columns that hold the label values use the language codes for column names. For example, for the English language, a column name is “1033”. Notice that, the cells for the non-base languages labels are blank, but the base language label contains the correct value.

4.      In the same Localized Labels worksheet, find the rows for the ComplexControl entities that represented the business process flow labels in Microsoft Dynamics CRM December 2012 Service Update. Use the base language label in the Workflow Categories row to find the matching ComplexControl row. For example, if the Workflow Categories row has an English base-language label called “New custom step”, then the ComplexControl row that has the same label is a match.

5.      Copy and paste the values for non-base language labels from the ComplexControl row to the corresponding cells in the matching Workflow Categories row. Repeat this for all Workflow Categories rows.

6.      Save the CrmTranslations.xml file and copy it back into the exported translations .zip file.

7.      Reimport the translations .zip. In the CRM Web app, click or tap Settings > Customizations > Customize the System and click or tap Import Translations. If you use CRM for Outlook, click or tap or tap Settings > System > Customizations > Customize the System and then click or tap Import Translations.

8.      In Import Translations, select the updated translations zip file and import.

9.      In Customize the System, click or tap Publish All Customizations, to publish the customizations.

10.  To verify that the label translations are imported correctly for the non-base languages, switch your user language (a user language is one of the languages available in your CRM organization that you select as your preferred language) to a language for which the translations were updated. For example, if you updated the labels for German language, switch the user language to German (1031) and open an entity form that contains the business process flow with the updated translations. You will see the correct translations in the labels that previously were shown in the base language.

Miscellaneous Known Issues

User interface-based automations of CRM may not work for Internet Explorer 8 (272798)
Customer Care Accelerator (CCA) Reference Implementation, which is a sample application, has not been updated for CRM 2013 and CRM Online Fall ‘13. The SDK examples of CCA have not been updated for CRM 2013 and CRM Online Fall ‘13 and hence it will not work as expected. Customers who want to use UI-based automations are advised to use Internet Explorer 9.

UII Documentation has not been updated

The UII documentation has the following inaccuracies:

·         UII Documentation indicates that for the Framework and Java DDA, Windows XP is supported.

This is an error; we do not support Windows XP for UII.

·         UII Documentation indicates that the developer is responsible for Creating the WPF Cab Component.

This is no longer required. This component is integrated to the UII framework.

·         UII Documentation mentions CRM 2011 in numerous places.

This should be read as CRM 2013.

UII Hosted application toolkit held

The UII Hosted Application Toolkit is not in the SDK distribution.

The workaround is to use the HAT Toolkit from the currently released system to author automations and update them to CRM.  You can find the current release here:

UII: Existing UII Agent Desktop using WPFCAB (Microsoft.Practices.CompositeUI.Windows.dll) needs to be updated for the new assembly reference

UII now includes WPFCAB as part of the distribution. For any asset that contains a reference to Microsoft.Practices.CompositeUI.Windows.dll, you must remove that and replace it with Microsoft.Uii.Practices.CompositeUI.Windows.dll from the UII\<buildtype>\Framework directory.

Developer ToolKit and Plug-in Tools are using older icons and images

Several tools in the SDK are still using older icons and images, and the occasional reference to CRM 2011.

When you create a lead from accounts or contacts (from associated grids), the Customer field will not be automatically filled from the originating record (281999)

The workaround is to customize the form to have Account or Contact on the mobile form. Otherwise, you can still use the out-of-the-box forms and manually fill in the Customer field.


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