CRM 2011 – CRM in outlook is greyed out

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I had someone call me today saying they were working from home and when they opened outlook the CRM parts of it were greyed out.  It seemed that CRM was unavailable.


I did first check the user hadn’t had their CRM roles removed, which might explain why they couldn’t view anything, although it didn’t make sense fully because I thought CRM would still load up.

They had internet access and their VPN said they were connected.

Firstly I asked them to access CRM using internet explorer, this didn’t work.

I told them to disconnect and then connect the VPN again because it seemed to me they could access the internet but they couldn’t see the CRM server, which basically sounded like they were not connected to the company network.

After the restart of the VPN and a restart of outlook CRM was up and running again.