New email contacts not adding in CRM 2016

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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.

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?

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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Drew Poggemann 4 on at

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Hi KRSITC,

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

Hopefully this is what you are looking for.

Thanks much,

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Community Member on at

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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

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Drew Poggemann 4 on at

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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.

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

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