Dynamics 365 App for Outlook does not appear on my Outlook ribbon

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Posted on by MikeC282

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Hi all,

I was wondering if you can help with something. I've tried to installed the new Dynamics 365 app for Outlook which replaces the old COM addin. I've followed the following steps to perform the install:

1. As a System Admin I've got the security profile to access the app

2. In my mailbox I've set to server side sync for both incoming, outgoing and Appointments, Contacts, and Tasks

3. The server profile is Exchange Online

4. Approved the email and the Test & Enabled the mailbox which was successful

5. My name then appeared as an eligible user to install the App for Outlook which I did

6. The status then notes in green that the app was "Added to Outlook"

7. I restarted my Outlook

I've followed all these steps and the App icon still does not appear on my Outlook client. I've reinstalled it several times and to no avail. When I tried to manage my addins I can't see the new Dynamics 365 in the addins.

I've got the old COM addin installed which I've disabled but do I need to completely remove it before the new app will appear?

Kind regards,

Mike

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Drew Poggemann 4 on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hi MikeC282,

First of all, great troubleshooting!

Please see the following article to verify the security roles are set correctly:

support.microsoft.com/.../we-are-unable-to-show-dynamics-365-app-for-outlook-because-current-use

I would also go into the web Outlook client in Dynamics 365 and verify you can access the Dynamics 365 App for Outlook functionality from there to eliminate any type of security issue as if it works there then it is not a security / rights issue.

Hope this helps!

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RaviKashyap 55,410 Moderator on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hi Mike,

Can you go through this article. It says " Note that tracking activities is not supported when Dynamics 365 App for Outlook and Dynamics 365 for Outlook are used together by the same user." so this could be the reason.

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

Hope this helps.

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MikeC282 2,171 on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hi Drew,

My security role is set to system admin so that shouldn't be an issue. I've checked the web Outlook client and it does not appear. The Dynamics 365 app doesn't even display in the manage add-in section of the web client.

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MikeC282 2,171 on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hi Ravi,

Good pickup. I uninstalled Dynamics 365 for Outlook and then tried reinstalling the app and it still does not appear even though it says that it's "Added to Outlook".

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Drew Poggemann 4 on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hi Mike,

Not sure why this would be at this point. Can you check the following in your Business Management settings of the security roles to verify it is enabled? I assume it is...

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MikeC282 2,171 on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hi Drew

I can confirm that the business management settings are enabled. Do you think it may clash with other COM addins?

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RaviKashyap 55,410 Moderator on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hi Mike,

Its real strange that even after following all the required steps you can't see the APP. Stupid question- did you restart your outlook after uninstalling outlook add in?

Can you try outlook web access and see if you see the Dynamics icon there when you select an email?

If nothing works then I would say contact MS support.

Hope this help.

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Drew Poggemann 4 on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

My big concern is you don’t see on the web side either which makes me think it is not an add in issue but security or something else...

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Tomas Prokop 590 on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hi Mike,

usually the first thing I try is OWA. Do you see the extension provisioned in your browser app?

Is your Dynamics 365 instance on-premises?

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nitestal 5 on at

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RE: Dynamics 365 App for Outlook does not appear on my Outlook ribbon

Hey Mike,

Did you ever get this figured out? I'm seeing the same issue with one of my users.

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