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Dynamics 365 App For Outlook - Lookup fields not returning results

Posted on by 713

We are using the Dynamics 365 App for Outlook on Outlook for Office 365. 

When using the Outlook client, if we click on a lookup field it displays recent records we have used, but when we search for a record no results are displayed. If we change the view to show all records of that entity, it will display them at first, but then when we try to search for one no results are returned. 

This is occurring for all lookup fields across the entities in the App for Outlook. 

If we use Outlook Online, the lookups in the App for Outlook work perfectly fine. If we search, they return the correct results. 

Are there any known causes or fixes for this behaviour?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    Thanks Michel, this is the fix that worked for us as well, after being updated to a new release just clearing the IE cache didn't help.

  • andrew_m Profile Picture
    andrew_m 25 on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    This worked for me, thanks Michel.  I had tried other methods of clearing the cache, including CCleaner, but none seemed to work.  Deleting this database worked for me.  Thanks

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    We had the same problem. It is a caching problem, but just clearing the cache ( in Internet options under browser history > delete) didn't solve it.

    After a little digging around I found a setting in Internet options under browser history > settings > caches and databases

    Here dynamics.com had an 8Mb cache which I could simply delete.

     DeleteCache_2D00_probleem-bij-zoeken-in-Dynamics-365-App.jpg

    After deletion of this cache, I opened Outlook and all worked fine again.

    Hope this helps.

    Michel

  • Dan Boehm Profile Picture
    Dan Boehm 15 on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    Clearing the IE cache fixed it here as well.

  • Verified answer
    Inksrm Profile Picture
    Inksrm 713 on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    Spoke to Microsoft support and clearing the cache in Internet Explorer and then restarting Outlook resolved this for me.

    The cache needs to be cleared after the last service update.  

  • Inksrm Profile Picture
    Inksrm 713 on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    Thanks for the replies Rob, Jostein and Dan.

    I too raised a support ticket with Microsoft and have heard back that they are investigating. I will share any updates I get.

    I haven't tried the mitigation steps Lu Hou posted but am interested to here if it works for anyone.

  • Rob Landolt Profile Picture
    Rob Landolt 495 on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    Just adding my "me too" post, had one user reporting this issue today, and we're also slated to get the mystery update tonight. If not, we're going to try the mitigation steps Lu Hou posted. 

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    We've had the same issue being noticed yesterday, I suspect it's been there since the last service update (currently on version 9.1.0.1658)

    Just got notification earlier today in the Microsoft 365 message center that there's a minor service update that's been rushed in for later today that will update us to 9.1.0.1671 (or higher), so I'm guessing and hoping this contains the fix for the Outlook App issue. At least it's the first time I've seen a planned update for the same day as the message is added, so it's probably something "critical".

    rgds,
    Jostein

  • Dan Boehm Profile Picture
    Dan Boehm 15 on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    I am experiencing this as well.  The problem is that they are sending a fetch request and sending in a * as a wildcard character instead of a % sign.  I'm only experiencing this in the Outlook app but this should be a pretty easy fix.  Someone simply put in the wrong wildcard character.

    I logged a ticket with Microsoft this morning and am waiting to hear back.

  • Verified answer
    LuHao Profile Picture
    LuHao 40,844 on at
    RE: Dynamics 365 App For Outlook - Lookup fields not returning results

    Hi Inksrm,

    This is a known bug, many users have encountered this issue. Microsoft is very concerned about this and is working on solving it.

    1, First, check if the issue is resolved by clearing the browser cache:

    Close all IE and Outlook Desktop windows and make sure through Task Manager there are no remaining IE processes running.

    Then try to use the Dynamics 365 App For Outlook search records. Does this issue still exist?

    2, If this bug only appears in desktop client and clearing the cache via Internet Options does not help, please try clearing it via F12 chooser:

    Here is the process (steps are not applicable for Windows 7):

    a) Open Dynamics app in desktop client

    b) Open IEChooser.exe in %WindowsFolder%\System32\F12

    c) Click on Dynamics 365 thread

    d) Go to Network tab and click clear cache button

    After the above steps, is the issue solved?

    3, We recommend that you raise a Microsoft support ticket for professional help.

    Before that, please capture a Fiddler trace while reproducing the issue. It is critical that you follow these steps to correctly capture the needed tracing and limit the amount of data:

    a) Wait for the app to load.

    b) Before performing the search, start Fiddler to begin capturing the network traffic.

    c) After the search completes and does not return records, immediately stop the Fiddler capture.

    When raising a support ticket, please submit the generated Fiddler log as an attachment. This will help Microsoft engineers find the cause of the issue.

    We all hope that this issue will be solved as soon as possible!

    Hope this helps.

    Best Regards,

    Lu Hao

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