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Dynamics 365 App for Outlook - User unable to access

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Posted on by Chris1968

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Hi,

I have a user who is unable to use the Add in, Dynamics 365 App for Outlook, where others can.

I've checked the users Security, Role and Teams permissions, access and they compare to user who can use the app.

I've performed the Test and Enabled procedure

I've confirmed they are an Eligible user

They access the Add on icon from Outlook and see this

I've asked our team who manage Exchange to check the person's account and they can't find any issues. They can use Dynamics so have a licenses. Granted it is a Customer Engagement one as we are still in the process of moving users over to new licenses.

I was looking at removing the Add in and then adding it back in, but unable to locate the Add In. Only this result appears and not sure this is the one??

Any ideas of why they can't and how to resolve this???

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Dynamics 365 general

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PerezAguiar Microsoft Employee on at

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Hey

"The user is not a member of the organization" is a very clear message: The domain the user has configured on Outlook doesn't belong to the same domain as the CRM. You would need to check which user is configured on Outlook and your CRM Domain and ensure they match.

User might be able to login to Dynamics, because when using the browser is prompted to get a different set of credentials.

Regards,

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Valantis 44 on at

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Hi @Chris1968,

if the user belongs to your organization, here are a few quick checks and steps to try:

Before you start

Since you already tested and enabled the app, just to confirm: did you also Approve the user’s mailbox first?

Using Dynamics 365 (online)

Go to Advanced Settings → Settings.

Open the user record and remove the “Dynamics 365 App for Outlook” security role. Click OK.

Then add the same role back to the user.

This remove/add action re-triggers the app installation in Outlook.

FYI: Assigning (or reassigning) the “Dynamics 365 App for Outlook” role and following the steps below is the correct way to install the app for a user not through Outlook add-ins.

1.

2. How to instal the app. choose the Dynamics 365 App within the settings and then...

3.find you user here select the user and press the Add app to outlook.

let me know if you have any further question.

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