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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Set Regarding not Sync...
Microsoft Dynamics CRM (Archived)

Set Regarding not Syncing All Emails

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Posted on by rmorris

I have a user who is proving to have a very difficult situation. When using the Set Regarding feature in the Outlook App (not the new App for Outlook) they are not getting consistent results. Some emails sync over and other don't. I have spent hours troubleshooting this with no change, so I am hoping someone else has ran into this.

The steps the user goes through when experiencing the issue.

  1. Composes a new email to a client in Outlook and adds an attachment. 
  2. Before sending the email they use the Set Regarding feature and select the client. 
  3. Once they send the email the tracking token is added to the subject line. 
  4. Looking in the sent folder we can see that the email has the tracking token and appears to be tracked in Dynamics 365. It has the normal icons, the footer menu showing the client, etc. 
  5. At this point they can also see the email activity in Dynamics 365. 
  6. Later in the day the email doesn't appear in Dynamics 365 and it is no longer tracked in his sent folder.

I have done the following troubleshooting.

  1. Confirmed proper steps for using the Set Regarding.
  2. They were using a previous version of the Outlook App so I uninstalled and installed the most current version (December 2016 update).
  3. Verified that the app was working and configured properly. 
  4. Attempted to recreate the issue on my machine but I cannot. 

I thought this may have been related to a behavior the user has. They like to keep their email clean and delete their send folder on a regular basis. Sometimes even right after they send it. I had them hold off and this hasn't made a difference.

So far nothing has been predictable or shown a pattern, which makes this really fun. I am at a loss so any advice is highly appreciated.

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