Phone Agent Assistant

Connect Dynamics 365 Customer Engagement (CRM) to Skype for Business

Resolving error about missing system file nativerd.dll

Windows Update or disabled Windows features might cause the Phone Agent Assistant to be unable to access one of the required Windows system files named nativerd.dll, which is used to communicate with Dynamics 365.

nativerd.dll is a module belonging to Internet Information Services (IIS) from Microsoft.

Steps to resolve the issue

  1. Close the Phone Agent Assistant by making sure it’s no longer in your System Tray area (next to the clock)
    If you see the Phone Agent Assistant icon is still there, you can right-click the icon and click ‘Exit’

  2. In your Windows Start menu, search for Turn Windows features on or off
    • Note: When Windows is running in your native language this item will also be in your local language.
    • Alternatively, if you are unable to find this item, try searching for "optionalfeatures", this is the internal command name for the same screen.

  3. Once in this screen, find the option .NET Framework 4.7 Advanced Services and expand it
    • Note: this can also be another version, like 4.6, 4.8 or 4.9 – but it's always something that starts with 4

  4. Find option WCF Services underneath the Advanced Services and expand it

  5. Turn on the feature called HTTP Activation by enabling the checkbox.
    • If it's already turned on, skip to the next step

  6. In the screen, scroll down to Windows Identity Foundation 3.5 and turn that feature too, by enabling the checkbox
    • If it's already turned on, skip to the next step

  7. Click OK and wait for the setup to complete
  8. Restart the Phone Agent Assistant, the issue should now be resolved.

If you continue to experience the same issue, please contact our support team.