Outlook Add In Doesn't Load Initial View

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Posted on by BMakatoa

Hi All,

Experiencing an issue where the D365 Outlook Add In connects successfully however it doesn't load the initial set regarding view/form.

The weird thing is that you're able to use all other functionality in the add in e.g search for a contact, create an activity etc so it has successfully connected to Dynamics it just wont render the regarding section.

Does anybody have any ideas on what's causing the issue? I've tried clearing the cache in I.E/Edge, enabling/testing the mailbox and setting the integrity level for the local low folder.

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BMakatoa 10 on at

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RE: Outlook Add In Doesn't Load Initial View

We ended up having to engage Microsoft for assistance, it turned out it was related to the 'TrackCategorizedItems' OrgDB Setting. Previously this was defaulted to 'false' however you were able to change the value to 'true' which allowed people to track emails/appointments via category in Outlook. There was some sort of update where they made this 'true' for everyone however it seemed to cause some error. Not too sure what exactly was used to resolve it but it's working again now...

Thanks for your help.
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RuneDaub 3,795 on at

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RE: Outlook Add In Doesn't Load Initial View

I have seen this issue a couple of times... The easiest way to fix it... is going on to each of the failing PC's and removing the App for Outlook..

Then re-adding the app afterwards.

It was an issue that was caused by a windows update on some PC's.

link for uninstalling app for outlook: https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/272581/how-to-remove-dynamics-365-app-for-outlook
LuHao 40,874 on at

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RE: Outlook Add In Doesn't Load Initial View

Hi partner,

Please try this solution:

Navigate to Settings > Customizations > Customize the system.

From the menu on the left, expand Components and then select Dashboards.

Select App for Outlook Dashboard and then select Enable Security Roles.

On the Assign Security Roles: App for Outlook Dashboard box select Display to everyone and Enable for Fallback.

Select OK.

From this official document: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/outlook-app/limitations-when-customizing-app-for-outlook#customizing-app-for-outlook-sitemap
BMakatoa 10 on at

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RE: Outlook Add In Doesn't Load Initial View

Hi,

Currently all users I've contacted have this problem, the same problem occurs on Outlook Online as well unfortunately.

Thanks for your help so far.
LuHao 40,874 on at

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RE: Outlook Add In Doesn't Load Initial View

Hi partner,

Have other users in your organization encountered this problem?

Is there this problem with using the Dynamics 365 app for Outlook on Outlook online?
BMakatoa 10 on at

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RE: Outlook Add In Doesn't Load Initial View

Hi, I've tried clearing IE's cache with no luck and the same with the instructions on the support page

I'm still able to use the add in just can't get the original dashboard to display so I'm not sure whether it's a different issue or not.
LuHao 40,874 on at

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RE: Outlook Add In Doesn't Load Initial View

Hi partner,

Please refer to this support:

https://support.microsoft.com/en-us/help/4091345/blank-page-appears-within-dynamics-app-for-outlook

Please follow the steps in this support to completely clean up IE's cache:

https://support.microsoft.com/en-us/help/4345548

In addition, there is a setting in IE options under browser history > settings > caches and databases

Here dynamics.com had an 8Mb cache which I you also need delete.