Duplicate contacts creating at random

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Posted on by Community Member

Hi,

We have a situation where, after the 365 upgrade, the system started creating duplicate contacts. According to the system the contacts are created by Users but the most likely scenario is that the system somehow created them. The reason being that the contacts are created by the multiple. Each day there are approximately 5k new duplicate contacts...

We've set up a duplicate detection rule which should take care of new duplicates but I checked this morning and the system keeps on creating them. Could it be through Outlook?

Would appreciate any help we can get.

Best,

Anders

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Daniel Wikell 2,360 on at

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Hi

Since you are getting such a massive amount of duplicate contacts it does sound like there's some kind of sync problem where an application interacting with CRM thinks the contacts it possess is not yet synced and then creates them all over again.

Outlook could indeed be the culprit in this case since it does work with syncing contacts.

Did you upgrade the Outlook CRM plugin to the 365 version as well? If not then that's probably a good thing to try.

You can also try switching off contact synchronization for a particular user (add a user filter in Settings->Administration->System Settings->Synchronization Tab -> Manage system filters) to see if the problem goes away for those users.

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Community Member on at

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Hey Daniel,

Thank you for the prompt reply. I've shut off the contact sync with Outlook and I have yet to come across any new duplicates. We haven't upgraded the Outlook CRM plugin to 365 yet, it is however planned. I will escalate the upgrade to see if that might be the issue.

Best,

Anders

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jdalske 547 on at

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We are experiencing this issue as well and have the up to date plugin. Well perhaps not for this user. I suspected Outlook because we are also have random issues with the set regarding option. I know Microsoft released a crucial Windows update that broke the plugin too until we wrote a registry edit.

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Jose Fleitas 835 on at

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what registry edit was it?

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