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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / CRM Outlook Plugin Not...
Customer experience | Sales, Customer Insights,...
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CRM Outlook Plugin Not Tracking Emails Correctly

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Posted on by Community Member

Recently I have had multiple users report an issue with the Outlook CRM plugin. When these users track emails and attach them to particular records Outlook shows that the email has tracked correctly and displays the tracked record. But the associated record is referenced in CRM it does not show the email attached to it. This is a big problem for us because it can go unnoticed for quite some time. I have tried many fixes for Outlook up to and including a complete uninstall/reinstall of the software with the Office cleaning tool but the issue persists.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: CRM Outlook Plugin Not Tracking Emails Correctly

    Issue seems to have been resolved for both of my users, after deleting and rebuilding the C:\Users\[username]\AppData\Local\Microsoft\Outlook folder both of them are reporting that the issue has stopped occurring for them. Was probably some issue with the OST file.

    Thanks for everyone's assistance!

  • Anthony Dong Profile Picture
    Anthony Dong on at
    RE: CRM Outlook Plugin Not Tracking Emails Correctly

    Thanks for replay.

    For this situation, there should be some issue in sync process, i would like to suggest you replicate this issue and catch CRM trace for further analysis . You can use the email's message ID to filter the related trace.

    Have you ever F5 too refresh the outlook client to check the status ?

    Meanwhile, how about you track the email from OWA ?

  • Community Member Profile Picture
    Community Member on at
    RE: CRM Outlook Plugin Not Tracking Emails Correctly

    @Mike: Our users use the COMS plugin.

    @Anthony Dong: Yes, a tracked email displays the symbol showing that it is being tracked, and the Set Regarding window beneath the email preview will display a link to the associated order. Everything in Outlook appears correctly, but CRM itself seems to not be receiving that information from Outlook.

  • Anthony Dong Profile Picture
    Anthony Dong on at
    RE: CRM Outlook Plugin Not Tracking Emails Correctly

    Hi,

    Do you mean the Email shows it has been tracked, but it not appear in CRM ?

    have you ever try "Set Regarding" ?

    Based on your description, it's difficult to figure out the issue, I 'd like to suggest to catch the add-in trace and raise for support ticket for MS to investigate it.

  • MikeC282 Profile Picture
    MikeC282 2,146 on at
    RE: CRM Outlook Plugin Not Tracking Emails Correctly

    Can I confirm which Outlook plugin are you talking about? Are you using the old COMS plugin or the new Dynamics 365 App for Outlook?

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