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Unable to switch D365 App for Outlook to point from one instance of CRM to another

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Posted on by Community Member

Hi All,

I have Dynamics 365 App for outlook configured to point my production instance of CRM.

However, I re-configured the app from another sandbox instance but outlook still points to the production instance.

Any ideas on how to resolve this issue?

Here are the things I tried:-

- Disabled the Dynamics 365 Outlook Add-In

- Logged in to the sandbox instance of CRM, tested & enabled the mailbox of the user(Test email came through)

Chose the option to sync items with exchange from the instance of CRM

- Re-added the D365 App for outlook from CRM to the user account

- Enabled the outlook app in Outlook

- Also tried these steps after deleting the Dynamics 365 Addin at the exchange level and re-adding it but we continue to see the issue.

Thanks & Regards,

Sravya Patti

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Community Member on at

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Hi,

Please follow another step.

Set the synchronization method to “None” for the non-primary organization
1. Go to Settings > Email Configuration.
2. Choose Mailbox.
3. Choose the mailbox record to open it.
4. In the Mailbox dialog box, under Synchronization Method, select None in the Appointments, Contacts, and Tasks list.

Hope it helps.

BR,
Judy
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Appreciate to Mark as Answer if it is useful.

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Community Member on at

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Hi Judy,

Thanks for the reply. The synchronization method is already set to None in both my instances as i do not want the sync to happen while i test things. But it still points to my Prod instance of CRM. Is there anything else I am missing?

Thanks,

Sravya

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Community Member on at

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Hi Sravya,

You mentioned Dynamics 365 for Outlook add-in & Dynamics 365 App for Outlook at the same time. I would confirm with you again which you use actually?

Because Dynamics 365 for Outlook add-in & Dynamics 365 App for Outlook are different things.

BR,

Judy

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Alfredo Ki Jr 60 on at

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I've had a similar experience. In my case, it was first configured to point to the sandbox instance and then later on, to the production instance. What I did is I removed Dynamics 365 App for Outlook add-in from within Outlook Web then go through the whole process again of testing and enabling the mailbox then adding the app back again. Seeing it take effect however was not instantaneous. I think I had to wait at least an hour to see it get reflected.

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Community Member on at

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Hi Judy,

I am referring to the Dynamics 365 App for Outlook itself. I referred to it as an add-in at the exchange level. Sorry, if that caused confusion.

Hi Alfredo,

Thanks for your reply. I have tried the same steps as mentioned by you but did not see the changes reflect even after hours. I will try them again & see how it goes.

Thanks,

Sravya

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Stephen Pryke 412 on at

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Hi Sravya,

Did you ever resolve this? I'm having the same problem. I sync to a new instance (and get a confirmation email from MS), and can successfully send emails through outlook from within the new instance, but the app in outlook still shows data from the other instance.

Thanks,

Stephen

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