About the series
This series will introduce you to two major areas related to Outlook Synchronization in Microsoft Dynamics CRM for Outlook:
Concepts & Rules
Dynamics CRM Outlook client: Scenarios and Synchronization Rules
Dynamics CRM Outlook client: Organization DB table structures - Server side
Dynamics CRM Outlook client: Organization DB table structures - Client side
Dynamics CRM Outlook client: User defined fields
Dynamics CRM Outlook client: Settings that affect Synchronization & Tracking
Dynamics CRM Outlook client: Highlights and Simple Methodology for troubleshooting
Dynamics CRM Outlook client: Simple list of Troubleshooting Tools
Dynamics CRM Outlook client: Synchronization Scenarios - Changes to items in Outlook (ACT)
Dynamics CRM Outlook client: Synchronization Scenarios - Changes to items in Dynamics CRM (ACT)
Dynamics CRM Outlook client: Synchronization Scenarios - Track an item in Outlook (ACT)
Dynamics CRM Outlook client: Synchronization Scenarios - Merging overlapping changes
In order to further understand the troubleshooting of the Outlook Synchronization, let’s look at some highlights and a simple methodology for troubleshooting the Outlook Synchronization.
Follow below some highlights to help during the Outlook Synchronization troubleshooting:
Identify the affected item: ACT or e-mail message.
Identify the direction: Outlook to Dynamics CRM or Dynamics CRM to Outlook.
Check the synchronization rules, paying attention on by design behaviors, such as:
Track or untrack in inspector/explorer
Deletions in Outlook
CRM and deletions according the types
Check the synchronization filters and field mapping settings.
Review the settings that affect synchronization and tracking.
Check the DB table structures: server and client side.
Check the User-defined fields, focusing on the crmid, crmLinkState and crmxml fields.
Check the auto-tracking and correlation settings, if necessary.
Mainly regarding to item tracking, check:
Security privilege level
Duplicate detection rules
Synchronous plugins (internal or 3rd)
Isolate the event/behavior (affected item and direction).
Disable 3rd party components (anti-virus) or add-ins.
Reproduce the issue/behavior and collect logs using troubleshooting tools.
Correlate timestamps between logs and user action.
Check DB table structures and User-defined fields.