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Problems with Dynamics 365 App for Outlook (installation and usage)

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Posted on by pawin

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I have removed the old Outlook plugin from all of our users (CRM 2015 on-premise). I am now installing the Dynamics 365 App for Outlook.

For the installations that were successful, the users are not seeing the 'Tracked to Dynamics 365' category in Outlook, even though that setting is enabled in the admin center. One user also restarted Outlook and one of his tracked emails said it wasn't tracked anymore, even though it was in Dynamics. I'm wondering if this is because the tracked category is missing.

We also have two installations that are unsuccessful:

- Set server-side synchronization to enabled for incoming and outgoing email

- Test & Enable mailbox failed because mailbox is linked to another organisation (this is wrong)

- Test & Enable again succeeded

- Dyanmics 365 App for Outlook page shows "Issue when adding to Outlook". Clicking 'Details' does not show anything and clicking 'Help me resolve this issue' takes me to this non-existent page: https://www.dynamics365cedocs.com/help-resources.aspx?lcid=2057&client=MailApp&error=MailAppDeploymentException

I have raised this with Microsoft but am also trying on here.

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RajuB on at

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Hi,

Greetings!

Please help to check the compatibility matrix for your CRM on premise instance with Dynamics App for outlook .

docs.microsoft.com/.../deploy-dynamics-365-app-for-outlook

Also validate if your exchange is online you can try opening the webmail ( outlook.office365.com/owa ) to see if the App for outlook is working fine.

If yes then it would be some issue with Desktop outlook client and you can work with our MS Support to troubleshoot further.

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pawin 249 on at

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'Manage Add-ins' from the web version of Outlook showed the app is not installed at all, it isn't just an issue with the desktop client.

The mailboxes for all users are the same. Everyone is using Exchange online. The app only fails with a few of them though.

The error message is not helpful:

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RajuB on at

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Thanks for your reply.

Looking at the message provided by you

There was an issue when attempting to add the app to Outlook.

Possible Cause

This error can occur for one of the following reasons:

The email address for the mailbox record in Dynamics 365 has not been approved.

The Exchange mailbox is currently linked to another Dynamics 365 organization. An Exchange mailbox (email address) can only synchronize appointments, contacts, and tasks with one organization, and a user that belongs to that organization can only synchronize appointments, contacts, and tasks with one Exchange mailbox.

You can try the below solution

Verify the email address for the Mailbox is approved and associated with the desired Dynamics 365 organization.

Sign in to Dynamics 365 as a user with the System Administrator role.

Click Settings and then click Email Configuration.

Within the Email Configuration area, click Mailboxes and then change the view from My Active Mailboxes to Active Mailboxes.

Select the Mailbox record that encountered the error and then click Approve Email.

After the email address has been approved, click the Test & Enable Mailboxes button.

Within the Test Email Configuration dialog, make sure to select the option Sync items with Exchange from this Dynamics 365 Organization only, even if Exchange was set to sync with a different Organization and then click OK.

After the mailbox has completed testing, attempt to install Dynamics 365 App for Outlook again. This can be located by clicking Settings and then clicking Dynamics 365 App for Outlook.

If there is still no luck , you can work with our MS Support ticket to resolve your issue by collecting the logs.

Hope this helpful !

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