Microsoft Dynamics CRM (Archived)

Dynamics 365 App for Outlook: Address Synchronization Issue

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Posted on by Chris Nguyen

Hi all,

We're testing the Dynamics 365 App for Outlook with Dynamics 365 Online and have the following setup:

Vanilla organization setup
Server side synchronization setup with mailboxes setup on Exchange Online (using O365)
Dynamics 365 App for Outlook has been deployed to this user's Outlook desktop application
Configure the default Contact entity form and add the following fields to be visible:
- Address 1
- Address 2
- Address 3

With this, we perform the following steps:

Create a contact in Outlook and complete the following fields:
1. Business Address
2. Home Address
3. Other Address
Go to Dynamics 365 App for Outlook > "Outlook Contacts"
Track the new contact
View this contact in Dynamics 365 by clicking on their name

You will see that the Address 1, Address 2 and Address 3 fields don't map correctly to the respective Outlook fields. Has anyone else done testing or deployment with the App for Outlook?

We've opened up a ticket with Microsoft on this matter also and they've also been able to reproduce the issue. A screenshot is below:

8585.Untitled.jpg

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Don Wisch 660 on at

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Hopefully this gets resolved soon... nice thorough testing on your part Chris. I look forward to hearing what they have to say about this. I have had a few issues with this new app but I am glad you caught this one. In my opinion, the app is quirky at times and doesn't always sync information back to D365. We focus more on the getting emails in as activities to cases or creating cases from emails but also like to track emails to contacts. I know there are a few variables here that have an impact on how this works but again it seems quirky. I am currently working with MS support on my issues with it. I am very excited about this product but it needs to be consistent. I seem to have better luck with the Add-In for Outlook but I don't want to go back to it as the App looks much cleaner.

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Community Member on at

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Hi Chris,

Any acknowledgement or update from MS on this please? Facing the same problem.

Also to can you confirm whether keeping contacts in sync can only be accomplished by untracking and deleting the crm record and then tracking as new? My testing suggests so but I would have expected for records to be in sync once tracked.

Appreciate any info you can provide.

Thanks

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Community Member on at

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Hi Chris Nguyen,

Did you ever get a resolution from MS by anychance?

Any info much appreciated.

Thanks David

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Markus Ruppel 10 on at

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Hi Chris,

we just encountered the same scenario when starting with D365 9.0 over the last couple of weeks (fresh setup) and the new, current D365 App for Outlook (running on OL 2016).

It works great as far as we tested, except the fact that we found out the issue you are describing seems to be still present. The street entry in OL contacts from the Business address is not available in the D365 record in the Address 1 field. Exactly as you describe, it is moved over to the Address 3 area aka the "Other" entry in the OL contact as can be seen immediately in OL as well after the automatic sync pops in if you change the contact in D365.

Furthermore, the street part of the Business address in OL is removed as well, so it looks like the D365 Address 1 after the sync. Quite a nightmare, since you loose (well, they are stored in the Other street entry, but no one wants to manually fix this if there are thousands of contacts being synced) all your street information in OL contacts as well.

Is there any solution or workaround known to avoid that bug when syncing contacts? Considering your initial reporting in April 2017 it seems hard to believe that this has not been fixed by now.

Thank you (or anyone else) for your help.

Best regards,

Markus Ruppel

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Oleksandr Domin 16 on at

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Hello Chris, I'm here experiencing the same behavior but with an older CRM Outlook Plugin and CRM (v8,v9 on-prem) :(

It looks like the issue came from legacy stuff.

If by any chance this problem is still relevant for you, I've found some additional details regarding it.

If you open synced contact in outlook, try to change any field and close it but DO NOT SAVE. Next time you reopen that contact mapping should be correct. If you happen to save this record, with correctly mapped fields it will stay like that and would be synced correctly in the future.

Initial mapping on opening address fields in the Outlook:

Tried to add random Mobile number and close the Contact without saving;

When I reopen the same Contact after all that, boom, all address fields mapped correctly:

When you close this contact and open another one all again will be back as it was.

Still looking for a solution or resolution from Microsoft.

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