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Problem with searching in Dynamics 365 App for Outlook

Dynamics 365 for Sales Forum

David Kjell asked a question on 18 Feb 2019 4:52 AM

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Verified

Hi,

We have some users that have issues searching for records in D365 App for outlook in the Outlook client. It is working in the web client/OWA. 

Anyone have any ideas on how to solve this issue?

Outlook app, regular client: 
New case from e-mail, no customers found in search for “norsk”.
Outlook app, web client: 
New case from same e-mail as above, normal, expected behavior, customers starting with “Norsk” found in search:
Thanks
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Lu Hao responded on 18 Feb 2019 6:21 AM
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Verified Answer

Hi David,

This is a known bug, searching for records in Dynamics 365 App For Outlook does not return any results.

Microsoft is working hard to fix this bug, which has not been fixed yet.

There is currently a solution to temporarily fix this bug: 

1, First, check if the issue is resolved by clearing the browser cache:

Close all IE and Outlook Desktop windows and make sure through Task Manager there are no remaining IE processes running.

Clear Internet Explorer Cache, Cookies, History, Temporary Internet files completely. 

There is a setting in Internet options under browser history > settings > caches and databases, here dynamics.com has a  cache, don't forget to delete it. Then restart Outlook.

2, If this bug only appears in desktop client and clearing the cache via Internet Options does not help, please try clearing it via F12 chooser:

Here is the process (steps are not applicable for Windows 7):

a) Open Dynamics app in desktop client

b) Open IEChooser.exe in %WindowsFolder%\System32\F12

c) Click on Dynamics 365 thread

d) Go to Network tab and click clear cache button

Please refer to this verified post: https://community.dynamics.com/365/f/761/t/307853

Hope this helps.

Best Regards,

Lu Hao

Reply
David Kjell responded on 18 Feb 2019 7:28 AM
Suggested Answer

That workaround nr 1 worked out perfectly, thanks Lu!

David

Reply
Lu Hao responded on 18 Feb 2019 6:21 AM
My Badges
Verified Answer

Hi David,

This is a known bug, searching for records in Dynamics 365 App For Outlook does not return any results.

Microsoft is working hard to fix this bug, which has not been fixed yet.

There is currently a solution to temporarily fix this bug: 

1, First, check if the issue is resolved by clearing the browser cache:

Close all IE and Outlook Desktop windows and make sure through Task Manager there are no remaining IE processes running.

Clear Internet Explorer Cache, Cookies, History, Temporary Internet files completely. 

There is a setting in Internet options under browser history > settings > caches and databases, here dynamics.com has a  cache, don't forget to delete it. Then restart Outlook.

2, If this bug only appears in desktop client and clearing the cache via Internet Options does not help, please try clearing it via F12 chooser:

Here is the process (steps are not applicable for Windows 7):

a) Open Dynamics app in desktop client

b) Open IEChooser.exe in %WindowsFolder%\System32\F12

c) Click on Dynamics 365 thread

d) Go to Network tab and click clear cache button

Please refer to this verified post: https://community.dynamics.com/365/f/761/t/307853

Hope this helps.

Best Regards,

Lu Hao

Reply
David Kjell responded on 18 Feb 2019 7:28 AM
Suggested Answer

That workaround nr 1 worked out perfectly, thanks Lu!

David

Reply

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