D365 User Can't Change Account Form

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Posted on by Gurs

I have a small D365 dev environment with 3 users. When 1 of those users is viewing the card for an Account (doesn't matter which Account), the only form available is the OBB "Account" form. The drop-down arrow to the right of the form name (circled in red below, as seen by a different user) is missing for the problematic user:

Because that arrow is missing, he can't choose any other form, whether OOB or custom. The other two users see what is pictured above, and can change to other OOB and custom forms. When viewing a Contact's card, the problematic user sees the drop-down arrow and can change forms, just like the other 2 users. The problematic user has tried different browsers but the result is the same. All 3 users have a single role (System Administrator), are members of the same Team and generally seem to be configured identically.

Any suggestions? Thank you!

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Gurs 50 on at

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RE: D365 User Can't Change Account Form

We solved the problem. The solution is embarrassingly simple, but I am posting it in case anyone else runs into this. The user that couldn't change forms wasn't in Sales Hub, he was in Sales, which apparently has only one form visible in the Contacts entity. Once he switched to Sales Hub, all forms were visible. Problem solved! 100% operator error.
amb2000 1,385 on at

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RE: D365 User Can't Change Account Form

Did you make sure the forms have been added to the "Sales Hub" app? This is done within the App Designer. Here is more information: docs.microsoft.com/.../add-edit-app-components
LuHao 40,874 on at

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RE: D365 User Can't Change Account Form

Hi Gurs,

If this user has this problem in different browsers or on different devices, then I would recommend you raise a support ticket for this.
Gurs 50 on at

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RE: D365 User Can't Change Account Form

Hi again Hao. Thanks for the suggestions. I checked the security roles for a custom Account form (AccountOV), and it is the same as for a custom Contact form (ContactOV):

And don't forget, the problem doesn't seem to be with any particular Account form. The problem is that one user can't change the Account form at all, whether to an OOB or custom form.

There are only 3 users, and all 3 are System Administrators (the 1st and 2nd can change Account forms no problem; the 3rd can't):

The 3rd user is configured with the same roles as the 1st user, and all 3 are System Admins (which is one of the roles permitted to display the form above).

Any other ideas?
LuHao 40,874 on at

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RE: D365 User Can't Change Account Form

Hi Gurs,

Please check if the security roles for these forms are enabled for these three users, the security role contains the distinction of business units.