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Unable to open entity records using an iPad in Microsoft Dynamics CRM Online

This article helps you resolve the problem that occurs when you attempt to open an entity record by using an iPad.

Applies to:   Microsoft Dynamics CRM 2011
Original KB number:   2813276


When attempting to open an entity record using an iPad, the following error:

You cannot view this item on this device


This error can be caused by several factors:

  1. The entity form cannot be opened in the iPad browser experience.
  2. A form event is enabled on a default form, and mobile express is also disabled.
  3. Mobile Express is disabled on an entity that only opens in Mobile Express mode.


The first bulleted cause of the issue is considered by design. The following entities cannot be viewed in the iPad browser experience:

  • Goal
  • Rollup Query
  • Rollup Field
  • Marketing List
  • Quote
  • Product

The second and third bulleted cause of the issue can be resolved by enabling Mobile Express on the affected entity. To enable Mobile Express, please use the following steps:

  1. Click Settings, select Customizations, and then click Customize The System.
  2. Under Components, expand Entities, and select the entity where the issue occurs.
  3. In the General tab, under Outlook & Mobile, place a checkmark in Mobile Express.
  4. Click Save and then click Publish.

More information

The following entities will always open in Mobile Express:

  • Appointment
  • Recurring Appointment
  • Service
  • Case
  • Campaign
  • User
  • Currency
  • Facilities/Equipment