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We recently upgraded to Dynamics 365 on prem and had our users uninstall the old 2016 plug-in. WE then configured the users so that they could use the new Dynamics 365 App for Outlook. I have 2 anomalies out of 80+ users. One user I am unable to configure and he never gets the prompt. I also have one user who is configured and receives the following icon in his Outlook. This icon is grayed out and doesn't match the other users. There is no program for dynamics installed or listed in the add-ins or Control Panel > Programs and Features.
Doesn't work and show not see this Does work and should see this
Any insight on how this could happen or how to get rid of it? Note: I don't need to to know how to configure the apps.
Hi my friend for the user that's got the icon greyed out. Are they selecting an email from a shared inbox as opposed to their own inbox? The app only works for emails within their own inbox.
Hi @mikec282 it’s always greyed out. However, the icon I am referring to is the Show Dynamics 365. I don’t know how I didn’t see it earlier but it looks like now he has the app to the left of that. This is a new screenshot as of today. We didn’t notice the real app is to the left. What is the Show Dynamics 365 item in the ribbon?
Log in to Dynamics 365 and click App for outlook.
Is the status of the target user "Added to Outlook"?
Yes I have confirmed this. He is completely configured and there appears to be traces of the app but it is not responding as it should.
Here is an update. I can select a message and the icon is still greyed out. When I open an email the icon is ready, I click and nothing happens it will sit on this "getting things set up screen" for hours. I hope this picture helps.
I also wanted to check event viewer but the user had to leave with their laptop.
Appreciate all the suggestions.
Please take as a reference the following link:
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