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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Download button visibl...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Download button visible in Stage but not in Production – Dynamics 365 Email form

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Posted on by DS-23010719-0

Hi Team,

 

I am facing an issue in Dynamics 365 CRM where the “Download” button (highlighted in the command bar) on the Email form is visible in the Stage (Sandbox) environment, but the same button is not in the Production environment.

Stage:

Prod:

Below are the details:


  • Entity: Email

  • Form State: Read-only (Completed status)

  • The button is available in Stage but missing in Prod for the same scenario

  • The email record contains attachments

I would like to understand:


  1. What are the possible reasons for the Download button not appearing in Production?

  2. Does this depend on security roles/privileges (like ActivityMimeAttachment)?

  3. Could this be related to command bar/ribbon customization or display rules?

  4. Are there any environment-specific settings that might affect this behavior?



    5.  
  5.  

Any guidance on how to troubleshoot this difference would be helpful.

 

Thanks in advance!

Screenshot 2026-06-08 031618.png
Screenshot 2026-06-08 031457.png
Categories:
Microsoft Dynamics CRM
I have the same question (0)
  • Adis Profile Picture
    Adis 6,830 Super User 2026 Season 1 on at
    Moved to CRM forum
     
     

    Kind regards, Adis

     

    If this helped, please mark it as "Verified" for others facing the same issue

    Keep in mind that it is possible to mark more than one answer as verified

  • Suggested answer
    11manish Profile Picture
    11manish 1,092 on at
    Given that:
    • The Email record is completed/read-only.
    • Attachments exist.
    • The button appears in Stage but not Production.
    The most common causes are:
    • Missing ActivityMimeAttachment privileges in Production.
    • Ribbon/Command Bar customization differences between environments.
    • A failed display rule identified through Command Checker.
    I would start with Command Checker and a System Administrator role test—those two checks typically identify the root cause within a few minutes.
     
    Recommended Troubleshooting Order
    1. Compare user security roles between Stage and Production.
    2. Test with System Administrator role in Production.
    3. Use Command Checker on the Email form.
    4. Compare solution layers for Email command bar customizations.
    5. Verify attachment records exist and are accessible.
    6. Compare app versions and published customizations.

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