Dynamics Community Forum Thread Details

Hello YD-10050155-0,

It sounds like the server migration from Singapore to Hong Kong has likely disrupted the connection between your Dynamics 365 Sales environment and your Outlook integration. This could be affecting both email sending and the ability to paste screenshots into notes.

Here's a breakdown of potential causes and troubleshooting steps you can take:

1. Investigate the Email Sending Issue:

Check Dynamics 365 Email Configuration:
- Server-Side Synchronization: If your organization uses Server-Side Synchronization for email integration, you need to verify the configuration is still correct after the server migration.
  - Go to Settings > Email Configuration > Email Server Profiles.
  - Locate the Email Server Profile used for Exchange Online (or your email server).
  - Test Connection: Select the profile and click Test Mailboxes. Ensure the test is successful for your mailbox. If it fails, the server address or authentication details might need updating to reflect the new server location or any network changes.
  - Go to Settings > Email Configuration > Mailboxes.
  - Find your user mailbox.
  - Approve Email: Ensure your email address is approved.
  - Test & Enable Mailbox: Select your mailbox and click Test & Enable Mailbox. Check the results for any failures. If it fails, review the error message for details. You might need to update the server location or credentials here as well.
  - Synchronization Method: Verify that the synchronization method for Outgoing Email is set to Server-Side Synchronization.
- Dynamics 365 App for Outlook: If you use the Dynamics 365 App for Outlook:
  - Re-deploy the App: It's possible the connection needs to be re-established after the server change. Your administrator might need to redeploy the app to your organization.
  - Check App Status: Ensure the Dynamics 365 App for Outlook is enabled and connected in your Outlook client. Look for the Dynamics 365 pane on the right side of your emails. If it shows disconnected, try reconnecting.
  - Permissions: Verify that the necessary permissions are still granted to the Dynamics 365 App for Outlook.

Check System Jobs:
- Go to Settings > System Jobs.
- Look for any failed or pending system jobs related to email sending. The error details might provide more information about the failure.

Network Connectivity: Although less likely to be the sole cause if you can access Dynamics 365, ensure there are no network connectivity issues between your Dynamics 365 environment (now in Hong Kong) and your Exchange Online (or on-premises Exchange) server.

Firewall Rules: Verify if any firewall rules might be blocking communication between the Dynamics 365 server in Hong Kong and your email server.

2. Troubleshoot Pasting Screenshots into Notes:

The ability to paste screenshots into notes often relies on the browser's capabilities and how Dynamics 365 interacts with the clipboard. The server migration could indirectly affect this if there were changes to the environment's configuration or security settings. Here's what you can check:

Browser Compatibility: Ensure you are using a supported and up-to-date web browser (e.g., Microsoft Edge, Google Chrome, Mozilla Firefox). Sometimes, browser updates or compatibility issues can affect clipboard functionality.

Dynamics 365 Updates: Check if there have been any recent updates to your Dynamics 365 environment that might have introduced a change in this behavior. Review release notes if available.

Clipboard Permissions: Some browsers have settings that control clipboard access for websites. Check your browser's settings to ensure Dynamics 365 is allowed to access your clipboard.

Try a Different Browser: Temporarily try using a different supported browser to see if the issue persists. If it works in another browser, the problem might be specific to your primary browser's settings or extensions.

Check for Browser Extensions: Some browser extensions can interfere with clipboard functionality. Try disabling any recently installed or suspicious extensions to see if that resolves the issue.

Network Latency: While less likely to completely break pasting, high network latency due to the server move could potentially cause intermittent issues. However, it usually wouldn't completely prevent pasting.

Dynamics 365 App for Outlook Interference (Less Likely): If you are using the Dynamics 365 App for Outlook, try disabling it temporarily to see if it's interfering with the notes functionality in the web interface.

Advice and Next Steps:

Start with the Email Configuration: The email sending issue is more critical for your workflow. Thoroughly check the Server-Side Synchronization or Dynamics 365 App for Outlook configuration as outlined above. Test the connection and mailbox status.

Involve Your IT Administrator: Since the server migration was an infrastructure change, it's crucial to involve your IT administrator or the team responsible for the Dynamics 365 environment. They will have the necessary access to server configurations, network settings, and potential logs that you might not. They can also help verify firewall rules and DNS resolution related to the new server location.

Document Everything: Keep a record of all the troubleshooting steps you take and any error messages you encounter. This information will be valuable when communicating with your IT team or Microsoft Support if the issue persists.

Consider Raising a Support Ticket: If you cannot resolve the issue after performing these checks, consider raising a support ticket with Microsoft. Provide them with detailed information about the problem, the server migration, and the troubleshooting steps you have already taken. The error messages from the system jobs or mailbox testing will be particularly helpful.

The server migration is the most likely culprit for these issues. By systematically checking the email integration settings and involving your IT team to investigate potential network-related problems due to the location change, you should be able to identify and resolve the synchronization issues. For the screenshot pasting, focusing on browser-specific settings and potential conflicts with extensions is a good starting point.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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