Dynamics 365 App for Outlook - Contact Synchronisation

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Posted on by CamParker

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Hi All,

I'm trying to find out how D365 Contacts are synchronised between D365 and Outlook, through the Dynamics 365 App for Outlook.

Operating Environment:

Dynamics 365 v9.1.0000.16532, 2020 release wave 1 enabled
Outlook Online (OWA)
Outlook 2013 15.0.5215.1000; MSO 15.0.5172.1000
Dynamics 365 App for Outlook

Question 1: If I make a change to a contact record in D365, should this be reflected in the contact that I see in OWA?
- I can see a new contact in OWA when I create one in D365, but when I make an update to the contact record in D365, this isn't reflected in the OWA contact

Question 2: I understand that there are some functionality limitations when using the Dynamics 365 App for Outlook with Outlook 2013, do these limitations extend to synchronising D365 Contacts with Outlook 2013 through the Dynamics App for Outlook?

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LuHao 40,892 on at

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Hi Cameron,

#1 Yes, changes to D365 contacts will be reflected in the corresponding Outlook contacts.

Please open your D365 personal settings, under Synchronization tab, click filters.

Under Synchronization Fields tab, select Contact, you will see the fields that will be synchronized. Check whether the field you changed is inside and whether the synchronization direction id bidirectional or form D365 to Outlook.

In addition, these synchronizations will be delayed by a few minutes.

# 2 In my opinion, Outlook 2013 has nothing to do with it.

Could you tell me what your Exchange version is?

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CamParker 180 on at

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Hi Lu,

#1 I've checked the 'Synchronization Settings....' and it does appear that the right fields are set for bi-directional synchronisation (see figure 1). I tried testing this again, and made a change to my test contact, waited about 30min, but they still didnt sync (figures 2 & 3)

Figure 1

Figure 2

Figure 3

#2 I think I'm on Exchange 15.20.2937.14

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LuHao 40,892 on at

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Hi Cameron,

Please check these.

Test the mailbox, the results must all be success.

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CamParker 180 on at

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Hi Lu,

Thanks for continuing to help me with this.

All the settings/attributes which you mentioned above are already set in the system (see below)

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LuHao 40,892 on at

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Hi Cameron,

It looks like the sync configuration in your D365 is all right.

Please read this document: docs.microsoft.com/.../troubleshooting-monitoring-server-side-synchronization

if all suggestions do not work, I would recommend you raise a support ticket.

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CamParker 180 on at

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Hi Lu,

Thanks again for your help with this.

I've gone through the troubleshooting steps listed in the link that you sent but none of that seems to apply to my issue; I can't see any errors relating to contacts.

I'll get a support ticket raised and see how I go. I'll try and remember to report back here for the benefit of anyone else who comes across this thread.

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CamParker 180 on at

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In case anyone comes across this again, it turns out there were multiple contact records in Outlook for the contact I was using to test the synchronisation functionality.

This must have caused an issue as once I deleted the contacts from Outlook and D365 and recreated with a fresh contact, it worked as properly.

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