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 Troubleshooting 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 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.