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Outlook Dynamics 365 add in not working

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Posted on by louisa lane 194
We are experiencing an issue when we click on the Dynamics 365 add in within outlook to be able to track emails. 
 
When we click on it, we get a white box come up and then it just sits there until we click the x and then the add in says 
 
 
If we click on show more we get
 
 
Any suggestions how we fix it.. it is happening to all users and has been going on the past few weeks. 
 
Thanks 
 
Categories:
Dynamics 365 general
  • Jimmy Passeti | MVP Profile Picture
    Jimmy Passeti | MVP 253 Super User 2025 Season 1 on at
    Outlook Dynamics 365 add in not working
    Hello,
     
     I faced this problem sometimes using the old version of Outlook, it loses the connection reference (when you have more than 1 account associated with it), every time using the new version of Outlook solved it.
     
    Regards,
    Jimmy Passeti | Microsoft MVP
    ✅ Please mark as Verified if this answered your question!
  • DH Profile Picture
    DH 12 on at
    Outlook Dynamics 365 add in not working
    See if you are having the same issue as this thread:
     
    If so, try the solution of emptying the  Microsoft\Office\16.0\Wef\ folder and see if it resolved the issue after a reboot.
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 280 on at
    Outlook Dynamics 365 add in not working
    I would have an administrator run through the setup. It sounds to me like your server configuration got messed up or mailboxes are no longer being authenticated properly.
     
     
    • Check that the Server profile is configured correctly
    • Check if mailboxes for users have been approved and tested/verified
    • Make sure the authentication settings on the mailboxes for users is correct
     
    If this helped, please consider marking the answer as verified

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