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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / New email contacts not...
Microsoft Dynamics CRM (Archived)

New email contacts not adding in CRM 2016

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Posted on by Community Member Microsoft Employee

Recently, one of our users has been having issues syncing contacts with CRM. The issue presents itself when she creates a new email to a contact that has never been synced to CRM before. CRM recognizes the new contact with a red link in the bottom panel after the email has sent but the new contact never generates in CRM.

CRM-2016-Issue.png

I have checked every setting in CRM, personal options, and the diagnostics and made sure everything is being tracked (see attached image) but I cant seem to figure out what's wrong. Any ideas?

CRM-user-settings.png

The client is running CRM 2016 On-premise version 1612 (8.2.0.749) (DB 8.2.0.749) and the outlook plugin is version 8.2.0.749.

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: New email contacts not adding in CRM 2016

    Yes, the option is set in the user's personal settings

  • Suggested answer
    Drew Poggemann Profile Picture
    Drew Poggemann 9,079 on at
    RE: New email contacts not adding in CRM 2016

    Hi,

    Do you have the create contacts checked for this user in their personal settings as well?  This is user based so they would need to have this set.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: New email contacts not adding in CRM 2016

    Hi,

    Thanks for your prompt response. However, it is already set to track all email messages. Not sure where else to check.. Not sure if this matters but they have on-premise exchange server 2013 and using email router.

    Thanks,

    KRS IT

  • Suggested answer
    Drew Poggemann Profile Picture
    Drew Poggemann 9,079 on at
    RE: New email contacts not adding in CRM 2016

    Hi KRSITC,

    There is a personal options under "Email" that will create new records in Dynamics CRM / 365 if set correctly.

    Screen-Shot-2018_2D00_07_2D00_02-at-6.24.52-PM.png

    Hopefully this is what you are looking for.

    Thanks much,

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