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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Unable to install Dyna...
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Unable to install Dynamics 365 App for Outlook

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Posted on by jdalske 536

We recently upgraded to Dynamics 365 on prem and had our users uninstall the old 2016 plug-in.  WE then configured the users so that they could use the new Dynamics 365 App for Outlook.  I have 2 anomalies out of 80+ users.  One user I am unable to configure and he never gets the prompt.  I also have one user who is configured and receives the following icon in his Outlook.  This icon is grayed out and doesn't match the other users.  There is no program for dynamics installed or listed in the add-ins or Control Panel > Programs and Features.

Doesn't work and show not see this                                        Does work and should see this

pastedimage1610383082859v1.jpeg  vs  pastedimage1610383126096v2.png

Any insight on how this could happen or how to get rid of it?   Note: I don't need to to know how to configure the apps.  

  • Suggested answer
    necsa Profile Picture
    necsa 3,455 on at
    RE: Unable to install Dynamics 365 App for Outlook

    Hi Jdalske,

    Please take as a reference the following link:

    https://help.mgcld.com/hc/en-us/articles/115005018674-Microsoft-Dynamics-365-CRM-for-Outlook-Add-In-Not-Working

  • jdalske Profile Picture
    jdalske 536 on at
    RE: Unable to install Dynamics 365 App for Outlook

    Here is an update.  I can select a message and the icon is still greyed out.  When I open an email the icon is ready, I click and nothing happens it will sit on this "getting things set up screen" for hours.  I hope this picture helps.  

    always-greyed-out.png

    I also wanted to check event viewer but the user had to leave with their laptop.

    Appreciate all the suggestions.

  • jdalske Profile Picture
    jdalske 536 on at
    RE: Unable to install Dynamics 365 App for Outlook

    Yes I have confirmed this.  He is completely configured and there appears to be traces of the app but it is not responding as it should.

  • Yoshika Suzuki Profile Picture
    Yoshika Suzuki on at
    RE: Unable to install Dynamics 365 App for Outlook

    Log in to Dynamics 365 and click App for outlook.

    Is the status of the target user "Added to Outlook"?

    pastedimage1610433320866v1.png

  • jdalske Profile Picture
    jdalske 536 on at
    RE: Unable to install Dynamics 365 App for Outlook

    Hi @mikec282 it’s always greyed out. However, the icon I am referring to is the Show Dynamics 365. I don’t know how I didn’t see it earlier but it looks like now he has the app to the left of that. This is a new screenshot as of today. We didn’t notice the real app is to the left. What is the Show Dynamics 365 item in the ribbon?

  • Suggested answer
    MikeC282 Profile Picture
    MikeC282 2,095 on at
    RE: Unable to install Dynamics 365 App for Outlook

    Hi my friend for the user that's got the icon greyed out. Are they selecting an email from a shared inbox as opposed to their own inbox? The app only works for emails within their own inbox.

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