About the series

This series will introduce you to two major areas related to Outlook Synchronization in Microsoft Dynamics CRM for Outlook:

Concepts & Rules

Troubleshooting

 

Introduction

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. 

 

Highlights

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:

  • Client types

    • 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)

    • SyncEntry table

       

Simple methodology

  • 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.

  • Troubleshoot.