Dynamics Community Forum Thread Details

Dynamics Outlook CRM add-in not showing after migration

Hey all,

Please let me know if you've had any luck with this. After a tenant migration we're experiencing this when it was fully working before. Perhaps because the usernames are the “same” (we split companies to their own tenant for better organization).

I keep trying to re-sync mailboxes and it says successful. Then in the CRM admin the Dynamics app for Outlook module now automatically adds for users even tho I don't have the box checked. Even if I remove the security role for this feature it still shows “Added to Outlook”. However users cannot see this add-in in either Outlook app nor OWA no matter how many times.
There was a time recently when I could remove app for user but not sure why they removed this feature. It's stuck in cache setup mode or something.
I have contacted Microsoft but over a month they have not provided any useful solutions yet.

After the migration, it has only worked for 1 user in which I did the remove and add mailbox process over and over again but not for others.

Thanks in advance!

Categories:

Microsoft Dynamics CRM

Dynamics 365 Sales

Since this started immediately after a tenant migration, I would look beyond simply removing and re-adding the App for Outlook. One thing worth checking is whether Exchange still has the mailbox associated with the previous Dynamics 365 organization.

Microsoft documents that an Exchange mailbox can only synchronize appointments, contacts, and tasks with one Dynamics 365 organization. When you run Test & Enable Mailbox, there is an option to “Sync items with Exchange from this Dynamics 365 Organization only, even if Exchange was set to sync with a different Organization.” I would test that with one affected user first and confirm that the mailbox is approved, server-side synchronization shows Success, and the Dynamics 365 email address matches the mailbox’s primary SMTP address.

The fact that Dynamics shows Added to Outlook while the add-in never appears in either Outlook or OWA makes me suspicious that the deployment state and the Exchange-side association are no longer aligned after the migration, rather than this being only a security-role issue.

I would also check whether the affected user exists in or was previously connected to another Dynamics 365 environment. Microsoft notes that the App for Outlook can be deployed from the wrong instance even when server-side synchronization is successful in the intended one. In that case, redeploying it from the correct Dynamics 365 environment can reset that association.

I would start with one user and verify the Exchange/Dynamics organization association before repeatedly removing and re-adding the mailbox or app. If that resolves the issue, it gives you a much cleaner path for the remaining migrated users.

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