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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Error/Warning every ti...
Microsoft Dynamics CRM (Archived)

Error/Warning every time a user tries to track an email from Dynamics 365 for Outlook

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Posted on by David123 120

Hey,

I have two users that always get two error messages when trying to track/set regarding a email from Dynamics 365 for outlook.

1616.Picture1.png

2772.Picture2.png

The email is still tracked to the correct record in CRM though. Any thoughts how to resolve this error or just hide the error messages?

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  • Suggested answer
    Andy Ran Profile Picture
    Andy Ran 295 on at

    For the first message, actually it may show up as expected. If there are two CRM users A and B, A sent a email to B, or both A and B are recipients of a email from C. In these cases, if one of A/B tracked the email, a record will be created on the CRM server side. When the other person try to track the same email he/she received, since there is already one record on the server side, he/she will get this dialog saying "The email is already being tracked in Microsoft Dynamics 365 ...".

    To reduce the number of this message dialog showing up, you can turn on following setting. In the web client, go to Setting -> Administration -> System Settings,  click "Email" Tab, then click the option marked below:

    optiontocheck.png

    In this way, emails between CRM users will tracked as incoming/outcoming activities separately. Then you should have less error dialog than before. 

  • David123 Profile Picture
    David123 120 on at

    Thank you for your answer. However that setting was already checked and this seem to be happening on every email regardless if both users are recipients or not...

    It is a very strange behaviour since it is only happening for some users and sometimes the email gets tracked in CRM anyways despite the error message and sometimes it does not.

    I tried to troubleshoot via Tracing but the log file only states the same "Error:A record with these values already exists. A duplicate record cannot be created. Select one or more unique values and try again."

    How can an email be a duplicate record?

    Very thankful for troubleshooting help since I cant find anything about this online!

  • pvmp19 Profile Picture
    pvmp19 10 on at

    Hi David, did you finally find out how to resolve this issue?

    I have the same problem and tried every possible solutions found in formus and MS recommendations with no luck :(

    Hope you had!

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