CRM Outlook Plugin - Cannot See Record Link of Tracked Email

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Posted on by triangular

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We're on CRM 2016 on-premise version 8.2. Our users is using Outlook CRM plugin.

One of our users is experiencing issue where the record link of her tracked emails don't show up anymore in Outlook after her Windows upgrade. The records are tracked correctly into CRM record, however the record link is missing. As a result she is having problems telling which emails tracked or not.

Her set up is:

1. Just upgraded to Windows 10 from Windows 8
2. Office 2016 64 bit (tried 32 bit, but there was installation error)

Before the Windows upgrade it used to work but somehow not anymore.

We noticed that when her Outlook starts, it will try to synch to CRM but she got following errors. Not sure if it prevents the link to disappear or not.

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triangular 162 on at

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RE: CRM Outlook Plugin - Cannot See Record Link of Tracked Email

Thank you Andy for the reply, we will try reconfiguring her org. Although just for testing, we gave her a brand fresh install new Windows 10 machine with the same version of Outlook and CRM plugin, and she's still experiencing the same issue. She is on Dynamics 365 for Outlook version 8.2. We'll see if reconfiguring the org will work.

Thanks,

-tri
Andy Ran 295 on at

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RE: CRM Outlook Plugin - Cannot See Record Link of Tracked Email

If it works for everyone else but only have issue with this user, there might be some local data corrupted. Could you please try to unconfigure the org and then reconfigure the org for this user? Unconfiguring should clear the existing local data and reconfigure will download data from server again. BTW, what is the exact CRM Outlook Client version here?