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Applies to Product - Dynamics 365 Business Central

What’s happening?
The Dynamics 365 Outlook add-in is not functioning properly, displaying a white screen with the message "Dynamics 365 - https://port.crm.dynamics.com/G/Implicit" or encountering errors when attempting to connect to Business Central.


Reason:
In most instances where the add-in experiences connectivity issues with Business Central, the root cause is a state mismatch between the installed add-in and the Business Central platform.


Resolution:
To resolve the connectivity issues with the Dynamics 365 Outlook add-in, follow these steps:

  1. Uninstall the Add-in from Outlook:
  2. Open Outlook and select "Get Add-ins" from the ribbon.
  3. If using Outlook on the web, select the drop-down menu (...) on any new or existing email message, then select "Get Add-ins."
  4. On the "Add-ins for Outlook" page, go to "My Add-ins" and find the Business Central add-in.
  5. Click "Remove" to uninstall it.
  6. Remove the Connection in Business Central:
  7. Sign in to your Business Central account.
  8. Navigate to the "Users" page and select the user.
  9. On the User Card, select "Actions," then "Authentication," and choose "Delete Exchange Identifier Mapping" to remove the existing connection.
  10. Reinstall the Add-in through Business Central:
  11. Still in Business Central, search for and run the "Get the Outlook Add-in" assisted setup guide.
  12. Follow the on-screen instructions to redeploy the add-in to Outlook.
  13. Note: Allow up to an hour for system changes to take effect before using the add-in.
If issues persist after following these steps, please reach out to support for further assistance.