Hi Rachel,
Did you try doing a clean install of the Outlook client?
Please follow the below steps and let me know the result:
1. Uninstall CRM Outlook client.
2. Delete the Microsoft Dynamics CRM folder from Program Files.
3. Delete the MSCRM folder from
• C:\Users\<logged_in_user>\AppData\Roaming\Microsoft and
• C:\ Users\<logged_in_user>\AppData\Local\Microsoft
4. Delete the below mentioned registry keys (It may be that you don't find all the below keys, so delete whichever you find from the below list)
• HKEY_CURRENT_USER\Software\Microsoft\MSCRMClient
• HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRM
• HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRM_Setup
• HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRMClient
• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\MSCRM
• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\MSCRM_Setup
• HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\MSCRMClient
5. Restart the computer
6. Run a repair installation for Office.
7. Download CRM client for Outlook from www.microsoft.com/.../details.aspx and install it.
8. Download the Update Rollup which is there on your CRM Server, for the Outlook client and install it. (Eg: If CRM Server has Update Rollup 11 installed, please install Update Rollup 11 for the CRM Outlook client also.
9. Check in the Control Panel --> Programs and Features --> view installed updates, for the Update Rollups installed for CRM client.
10. Configure the Outlook client for CRM and then try using it.