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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / "Cannot Insert Du...
Microsoft Dynamics CRM (Archived)

"Cannot Insert Duplicate Key" when updating MS Dynamics CRM for Outlook Client

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Posted on by maustin

2335.Cannot-insert-duplicate-key.png"Cannot Insert Duplicate Key" when updating MS Dynamics CRM for Outlook Client.  CRM Server and the are both on version 8.1 and 2016 Outlook. 

Outlook does not lock up and I am able to click on buttons and select items, but keeps coming back up.  What can do to take care of this?  Where do I clear out this duplicate key?

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  • Smeagul Profile Picture
    Smeagul 315 on at
    RE: "Cannot Insert Duplicate Key" when updating MS Dynamics CRM for Outlook Client

    I have this problems since version 2013. I'm now on 2016 and the problem still exsts.

    Spent 30 hours with MS premier support but they can't solve the problem.
    It's a problem with the outlook client.

    I heard about that they will develop the outlook client completly new.

    Sorry, i think you have to live with this problems.

  • Diederik Bos Profile Picture
    Diederik Bos on at
    RE: "Cannot Insert Duplicate Key" when updating MS Dynamics CRM for Outlook Client

    Hi Maustin,

    I had this problem before. This message appears when you try to track an item(e-mail) that is already converted to CRM. To be sure about this: check your advanced find: Look for Emails and select the field subject, copy your subject(from the e-mail in Outlook) to this field and press Results. The result will be the e-mail you tried to track.

    Microsoft Support:

    Observations and recommendation:

    • If the Mailbox id is set for SSS it will automatically track the emails in CRM however if you would like to Manually track the items from Outlook- we need to setup Outlook configuration and change the mailbox settings to Outlook.
    • When the emails are tracked using SSS as an option on CRM mailbox > it will not show the Dolls icon as this feature is only for Outlook tracking to differentiate between the tracked emails and personal emails from outlook.

    -        We also observed that whenever a Sent Email is tracked from outlook it gives an error as “Cannot Insert a Duplicate key”

    • We found that the mailbox settings are Server Side Sync for incoming, Outgoing and ACT.
    • Observation: If the mailbox settings are SSS it will track all the emails itself based on the system settings and user’s personal options.
    • We received the error as the emails were already tracked on server and their reference id’s were already generated hence every time we tried to track the email it returned with simple error without any other information saying “ Cannot insert a Duplicate key”

    Resolution:

    • We informed that the actions performed for tracking emails from Outlook were not recommended as the emails are already tracked as per the mailbox settings – Server Side Sync for Incoming , Outgoing and ACT.
    • We get the duplicate error due to its generic behavior of automatic tracking using Server Side Sync as an option.

    The resolution does not really make sense, but perhaps it helps.

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