Dynamics 365 App for Outlook will not connect

(0) Share

Report

Posted on by KarlPedersen

We have deployed the Dynamics 365 App for Outlook (not the Client) to all of our users, but only one user continuously receives the error message "ADD-IN ERROR : Sorry , we had to restart because this add-in wasn't responding". This happens after a few seconds delay when clicking the ribbon icon.

Troubleshooting so far:

The user has a good internet connection
No issues logging into Dynamics 365 Web client from multiple machines and browsers
The organization URL added to his trusted sites.
Reloaded Office 2016 twice
Currently running Windows 10 on a Surface Pro 4, fully patched.
The client was uninstalled previously, and I have removed and added the add-on again. It worked for the first time we opened Outlook, but will not load afterwards.

Any help or guidance would be greatly appreciated!

Thank you,

Karl

*This post is locked for comments

I have the same question (0)

All responses (14)

Answers (0)

Andreas Cieslik 9,267 on at

Like (0)

Report

Have you checked this page if all prerequisites for this user have been met?

technet.microsoft.com/.../dn946901.aspx

Was this reply helpful? Yes No
Suggested answer

Priyesh 7,396 User Group Leader on at

Like (0)

Report

Since D365 App for Outlook works on OWA too. Have you tried opening the mailbox there? If it works in OWA, then, there must be some system specific issue where the Outlook is installed.

Also, make sure the desktop user has the same version of Outlook as every one else's.

Thanks.

Was this reply helpful? Yes No
KarlPedersen on at

Like (0)

Report

Andreas, thank you for the link. I confirmed all of my setup was completed correctly. The only troubleshooting item provided was on testing the Mailbox with "Sync items with Exchange from this Dynamics 365 org only, even if Exchange was set to sync with a different org" so I tried that a few hours ago. Unfortunately no change.

Priyesh, great question. I did test with OWA and it does work as expected without issue. He is running the same version of Office as everyone else, which is one of the reasons I tried the reinstall of office, but that didn't help.

Thanks to both of you for the help, but it does not look like I am any closer. I also can not find any kind of useful log file to reference to give a more detailed error message.

Please let me know if there is any other information I can provide that might give me something to look at.

Thank you

Karl

Was this reply helpful? Yes No
Suggested answer

Priyesh 7,396 User Group Leader on at

Like (0)

Report

Hi Karl,

If it works in OWA and not on the Outlook client then the answer lies in Outlook client itself. Additionally, can you check if there's D365 for Outlook client also setup on the machine (though not configured, but was left behind with the system)?

Also, can you also put a screenshot of the error? Maybe we might get to something looking at the screenshot.

Was this reply helpful? Yes No
Andreas Cieslik 9,267 on at

Like (0)

Report

Do all users use Surface Pro 4 or only this single one?

Have you tried a repair installation of Outlook or Office?

Was this reply helpful? Yes No
KarlPedersen on at

Like (0)

Report

Priyesh, that was my thought too which is why I tried a full office reinstall, but it did not help. These users did originally have the Outlook client originally and it appears to be uninstalled. Other than looking for files to cleanup, is there some kind of utility needed to fully remove it?

Andreas, in this case, all users from this department have the Surface Pro 4 but this is the only one having an issue. I did a reinstall, not a repair but I can try that as well, later today.

Here is a screen shot of the error. The behavior is after the user clicks on the Dynamics 365 app button in the tool bar, it attempts to authenticate, hangs for about 5 seconds before a red X appears in the corner, and then after a few more seconds the full error appears:

Was this reply helpful? Yes No
Suggested answer

Priyesh 7,396 User Group Leader on at

Like (0)

Report

Hi Karl,

Another workaround I can think of as of now is that can you re-install the app for this user from within D365 i.e. Under Settings > Dynamics 365 App For Outlook.

Remove the app from their and reconfigure it from there for this user.

See if that helps if nothing else does.

Was this reply helpful? Yes No
StaceyKCRM 80 on at

Like (0)

Report

Hi Karl - Did you ever get this figured out? Have a similar situation where it works fine in OWA but will not load in the desktop version of Outlook. Thank you in advance if you have feedback.

Was this reply helpful? Yes No
KarlPedersen on at

Like (0)

Report

Hi Stacey,

I ended up replacing the device completely and it was resolved for a while. Then that same user had it happen one more time. He is on a poor home connection so I've pretty much thrown my hands up but it is mostly stable now.

Sorry I can't be more help.

Karl

Was this reply helpful? Yes No
Arun Vinoth 11,615 Moderator on at

Like (0)

Report

Hi Priyesh,

You got any other steps, I followed all the steps you listed out, but still no luck.

Working only on OWA not on Desktop Outlook.

Was this reply helpful? Yes No