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Dynamics 365 Community / Forums / Small and medium business | Business Central, N... / Contact Insights in Ou...
Small and medium business | Business Central, N...
Answered

Contact Insights in Outlook client cannot connect to BC in-cloud PROD environment after new PROD database has been installed

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Posted on by Damjan Zakojc 443

Hi All,

We have installed BC premium subscription and setup Contact Insights with our Office365 accounts. Everything worked fine, until I deleted the PROD environment and created a new one. I did the setup again on that new PROD environment, but now I get error in my Outlook client.

I just do not know how to resolve this error: Could not open the company 'Cronus DE'.

This company does not exist, I know that. I would like to just correct connection strings to database and company, but I do not know where to do it.

pastedimage1612514262781v2.png

Thank you

BR Damjan

Categories:
Dynamics 365 Business Central
I have the same question (0)
  • Suggested answer
    Chris Bulson Profile Picture
    Chris Bulson on at

    Hello,

    I recommend that you uninstall the add-in through Office\Exchange admin, then wait for an hour or two.  Then reinstall the extension from within the new Production environment.  I've found that if you simply uninstall and reinstall immediately, Exchange\Outlook seems to reinstall from cache because new environment names or URL strings do not get updated properly.

    Thanks,

  • Damjan Zakojc Profile Picture
    Damjan Zakojc 443 on at

    Hi Chris,

    It still does not work.

    I did this:

    1. Install Contact Insights Add-in from Power Platform -> Dynamics Add-Ins

    2. Position to Contact Insights

    3. Press Assist Edit button (3 dots)

    4. Click on Install

    5. Installation TAB on right part of the screen opens

    6. Select environment: ourCompany

    7. Press install

    8. Check if Add-ins is installed

    a. Open Production Environment

    b. Click on Dynamics 365 apps -> add-in installed

    9. Wait at least 2 hours

    10. Open BC PROD application

    11. Open desired company

    12. Go to "Assisted Setup"

    13. Navigate to “Setup your business inbox in Outlook”

    14. Follow on screen installation steps to connect my inbox

  • Chris Bulson Profile Picture
    Chris Bulson on at

    In Business Central you can navigate to the 'Office Add-in Management' window.  This will have the 2 add-ins for Outlook that you can download as xml manifest files.

    If you open those either of those files in Notepad you should see the environment it is connecting to tagged as '<AppDomain>'.  This is the URL it will attempt to connect you to by default and it should reflect the new /environment name you created.  If it doesn't, that is where it would need to be fixed.

    If it is correct, and you're uninstalling and reinstalling and it is still trying to go to the old URL, then the add-in is not being removed correctly or fully.  You may need assistance from Exchange Online if that is the case.

  • Damjan Zakojc Profile Picture
    Damjan Zakojc 443 on at

    Hi Chris,

    Can you please point me to the Contact Insigths Add-In removal in Exchange Online, I can't find it anywhere under Exchange Online Admin (Add-Ins page).

    There was only Insights, and I removed that one, and I deploy Contact Insights from Office Add-Ins Management from Business Central.

    <AppDomains> points to correct PROD environment

    Thank you

    BR Damjan

  • Damjan Zakojc Profile Picture
    Damjan Zakojc 443 on at

    Hi,

    Contact Insights works on OWA - Outlook Web Access as expected. I can change the company, etc. without any issues.

    Now, how come it works on OWA, but not in Outlook client.

    Let me dig further...

    Thank you

    BR Damjan

  • Chris Bulson Profile Picture
    Chris Bulson on at

    Hello,

    I have seen an issue where the On-Prem version of Outlook holds on to the old URL no matter how many times you reinstall the new extension.  You can run a Fiddler trace to see that it's hitting the old environment URL.  What we did to fix this issue was to modify the xml manifest file so that the App ID was different.

    There is an <Id> tag near the top, and you can change one character to give it a new GUID\App ID.  When you install it using the manifest file it will see it as a new add-in and do a fresh install.  I don't know any other way to force it to do a clean install without possibly a full uninstall\reinstall of Office.  It must be holding onto that data somewhere.

  • Damjan Zakojc Profile Picture
    Damjan Zakojc 443 on at

    Hi Chris,

    I went to Office Add-Ins Management and downloaded Add-ins Manifest for Contact Insights and edited that XML file, where I changed value on <ID> tag.

    I uploaded that changed XML file via button: "Upload Default Add-In Manifest", but there is no Codeunit inserted on that record. Also the name is automatically inserted with value: "Business Central".

    pastedimage1612881587732v1.png

  • Verified answer
    Chris Bulson Profile Picture
    Chris Bulson on at

    Hello,

    You can't modify it and then install it from Business Central.  You will have to install the manifest file from your Add-ins page in Exchange Online.  In Outlook, go to File > Manage Add-ins to get there.  You can manually install the modified .xml manifest file on that page.

  • Damjan Zakojc Profile Picture
    Damjan Zakojc 443 on at

    Hi Chris,

    I tried solution you purposed and I did not resolve it on issued user profile, but Contact Insights works as expected on a another user profile, where I opened Outlook and signed-in using mailbox where issue is present.

    I believe issue would be resolved if I would delete issued user profile (windows user profile), but I just do not want to do that.

    Thanks for now, and we can mark this ticket as resolved.

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