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Unable to merge records in CRM

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Posted on by Alevtina

Hi there,

we have a problem with merging records (contacts and accounts) in Dyn365 (Production). Everything seems to work well (no error occurs), but when "OK" button is pressed nothing happens - both of "merged" contacts (or accounts) stay in the database and keep their active status. Has somebody faced that?

Any ideas how to deal with the problem?

Any advice would be appreciated.

Alevtina

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Ricardo Gimenez on at

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Hi Alevtina,

Are you using UCI or Legacy Interface (Web)? If are you using UCI, please check this article about Hybrid Experience: docs.microsoft.com/.../enable-hybrid-experience

Also, you can collect more details about what is happening in the background using the Developer Tool (F12) in your browser.

Thanks,

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Bipin D365 28,983 Moderator on at

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HI,

Merge operation is changed to asynchronous. You should check system jobs to know details about the merge issue.

docs.microsoft.com/.../merge-duplicate-records-accounts-contacts-leads

Please mark my answer verified if i were helpful

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Pankaj Gogoi 3,177 on at

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Hi,

Are you having issues merging any particular records or none of the records are merging. As suggested you can go to System Jobs and look for "Merge" system job and you will be able to view the error details.

Are you checking the Parenting check option? Maybe the parent records are different.

Best Regards,

PG

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Teppo Nieminen 25 on at

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I had the same issue, and the error message in System Jobs said "Unable to merge because sub-entity will lose parenting. You can disable the parenting check prior to execution as part of Merge dialog."

The parenting check is on by default in Merge, but by unchecking I was able to make the merge go through. Don't know what collateral damage it may have caused.

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