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Error/Warning every time a user tries to track an email from Dynamics 365 for Outlook

Microsoft Dynamics CRM Forum

David123 asked a question on 23 May 2019 3:21 AM

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Hey,

I have two users that always get two error messages when trying to track/set regarding a email from Dynamics 365 for outlook.

The email is still tracked to the correct record in CRM though. Any thoughts how to resolve this error or just hide the error messages?

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Andy Ran responded on 23 May 2019 8:16 PM
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For the first message, actually it may show up as expected. If there are two CRM users A and B, A sent a email to B, or both A and B are recipients of a email from C. In these cases, if one of A/B tracked the email, a record will be created on the CRM server side. When the other person try to track the same email he/she received, since there is already one record on the server side, he/she will get this dialog saying "The email is already being tracked in Microsoft Dynamics 365 ...".

To reduce the number of this message dialog showing up, you can turn on following setting. In the web client, go to Setting -> Administration -> System Settings,  click "Email" Tab, then click the option marked below:

In this way, emails between CRM users will tracked as incoming/outcoming activities separately. Then you should have less error dialog than before. 

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David123 responded on 24 May 2019 9:30 AM

Thank you for your answer. However that setting was already checked and this seem to be happening on every email regardless if both users are recipients or not...

It is a very strange behaviour since it is only happening for some users and sometimes the email gets tracked in CRM anyways despite the error message and sometimes it does not.

I tried to troubleshoot via Tracing but the log file only states the same "Error:A record with these values already exists. A duplicate record cannot be created. Select one or more unique values and try again."

How can an email be a duplicate record?

Very thankful for troubleshooting help since I cant find anything about this online!

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pvmp19 responded on 11 Jun 2019 6:01 AM

Hi David, did you finally find out how to resolve this issue?

I have the same problem and tried every possible solutions found in formus and MS recommendations with no luck :(

Hope you had!

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Andy Ran responded on 23 May 2019 8:16 PM
My Badges
Suggested Answer

For the first message, actually it may show up as expected. If there are two CRM users A and B, A sent a email to B, or both A and B are recipients of a email from C. In these cases, if one of A/B tracked the email, a record will be created on the CRM server side. When the other person try to track the same email he/she received, since there is already one record on the server side, he/she will get this dialog saying "The email is already being tracked in Microsoft Dynamics 365 ...".

To reduce the number of this message dialog showing up, you can turn on following setting. In the web client, go to Setting -> Administration -> System Settings,  click "Email" Tab, then click the option marked below:

In this way, emails between CRM users will tracked as incoming/outcoming activities separately. Then you should have less error dialog than before. 

Reply

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