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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Tracked icon not remov...
Microsoft Dynamics CRM (Archived)

Tracked icon not removed after "Untrack"

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Posted on by gtwynstra 510

Is it normal behavior for the tracked email icon to remain visible even after the email has been untracked?   I've noticed that when the user's Synchronization setting are set to "Outlook" then untracking an email will remove the two-headed icon almost immediately.  However, if the synchronization is set to Server Side Sync, then the icon never gets removed when an email is untracked. 

We're using Outlook 2013 and CRM2015 but I've also noticed this in CRM2013 as well.

Thank you.

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I have the same question (0)
  • ScottDurow Profile Picture
    ScottDurow 21 on at

    This is because the server side sync process is asynchronous and so it will take a few minutes for the untrack to complete.

  • gtwynstra Profile Picture
    gtwynstra 510 on at

    I did another test for this with CRM2015 on-prem (7.0.0.3543) and the icon is not being removed when the mailbox is configured as server side sync.

    10.34 - I created an outgoing email and tracked it to an existing CRM Contact before sending.  

    10:35 - Icon appears on the tracked email (as expected)

    10:36 - the activity appears in CRM (as expected)

    10:37 - I untrack the email from Outlook and select the option to delete the email from CRM as well.

    10:39 - the activity in CRM is deleted. (as expected)

    ....long pause....

    11:07 - the icon on the email is still visible but there is no indication that there is still a link to CRM (in fact the tracking button indicates that I can "track" it again).

    This same behaviour appears in our 2013 environment as well.  

    Thanks.

  • gtwynstra Profile Picture
    gtwynstra 510 on at

    Anyone else experiencing this problem with Server Side Sync in CRM2015?

  • Community Member Profile Picture
    Community Member on at

    We are the same situation in our organisation and it's difficult to follow what is tracked and what is untracked. In my case we have untracked many emails since 5 days and the icon never gets removed when an email is untracked. We use CRM 2015 Online with Outlook 2013 plug-in for CRM and our Exchange environment is in Office 365.

  • Community Member Profile Picture
    Community Member on at

    Exactly the same issue here. Can anyone from CRM support give some update on that, please? This is really annoying for users working in busy environments. Guys in my office get really frustrated as I gave them the same answer as Scott gave above - but it doesn't work. Icon stays there forever. I suppose the tracing process itself works ok, but somehow status of that icon is not refreshed, therefore it doesn't give users the confidence if the process was finalized successfully or not.

    Anyone please?? SSS is strongly recommended as better synchronization method on many MS websites but actually it brings us more troubles than anything - especially in combination with installed CRM Outlook Plugin.

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