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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Unable to Merge Duplic...
Microsoft Dynamics CRM (Archived)

Unable to Merge Duplicate Contact Records

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Posted on by Community Member

Under the "View Duplicate" window, when I click on a record, the duplicate record does not appear on the bottom. Instead, it says "Potential duplicate records: None" The report was generated just a few days ago. There are 2 records of the same person, but it will not allow me to merge. How do I get the merging window to appear?

 6114.merge.jpg

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  • Suggested answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,758 on at
    RE: Unable to Merge Duplicate Contact Records

    Hi Sabina,

    please verify on what field the duplicate detection is happening - and check if record is really similar based on that field value.

    & if this is the only record with which this happened - you can merge it in the advanced find.

    mark my suggestion as verified if helpful.

  • Community Member Profile Picture
    Community Member on at
    RE: Unable to Merge Duplicate Contact Records

    Hi Rawish,

    The duplicate detection is happening on first/last name, email address, and sometimes company name. It's happened with 20 records. I am used to merging records, I don't know why I am unable to do so now.  There are 2 records for Lisa Watson, I checked in contacts. I can see the detection job ran, I just cannot merge.

    Any suggestions on what the issue could be?

  • Suggested answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,758 on at
    RE: Unable to Merge Duplicate Contact Records

    Hi Sabina,

    This is very strange!

    did you have a look on the duplicate detection by any chance? see if there is something wrong with that.

    what CRM clearly telling is that it didn't find any duplicates based on the duplicate detection rule it using. If this finds any it will give you option to delete or merge.

  • Verified answer
    Community Member Profile Picture
    Community Member on at
    RE: Unable to Merge Duplicate Contact Records

    Hi Rawish,

    I checked the duplicate detection rules, and it appears that they have been unpublished (see graphic). Is it safe to assume this is the reason why the job was not picking up any duplicate records?

    Thanks

    duplicate-rules.jpg

  • Suggested answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,758 on at
    RE: Unable to Merge Duplicate Contact Records

    That's correct Sabina, you got it right :) Publish the required ones and run the system job again.

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