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Dynamics 365 general forum

Problem tracking e-mails in Outlook D365 v9.0

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Posted on by Community Member Microsoft Employee

Hi,

We have a customer with some strange problems.

First one is: When tracking an e-mail in Outlook from Reading pane, that is without opening the e-mail in its own windows, they get an empty message pop-up. Probably an error but since it is just blank we are not sure. If you open the same e-mail in its own windows and track it works fine.

I think I just fixed the second problem with the "EnableRoamingFolderHomepages" in registry. Could this affect the tracking from reading pane also?

I suspect that it could be another add-in that stops the item from being tracked. The user has a MindManager add-in and an Adobe track & send add-in.

In trace logs i get the following:

[2018-03-19 10:13:36.438] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for btn_promote_Mail Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.441] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for btn_promote_Mail Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.453] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for btn_setregarding_Mail Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.455] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for btn_setregarding_Mail Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.457] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for Mscrm.Explorer.Mail.ConvertTo.Opportunity Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.459] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | Unable to determine control type from ribbon control '//Control[@Id='Mscrm.Explorer.Mail.ConvertTo.Opportunity']' Function: CCmdButtonHandler::HrParseActionString File: CmdBarEvtHandler.cpp Line: 432
[2018-03-19 10:13:36.461] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for Mscrm.Explorer.Mail.ConvertTo.Lead Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.463] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | Unable to determine control type from ribbon control '//Control[@Id='Mscrm.Explorer.Mail.ConvertTo.Lead']' Function: CCmdButtonHandler::HrParseActionString File: CmdBarEvtHandler.cpp Line: 432
[2018-03-19 10:13:36.464] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for Mscrm.Explorer.Mail.ConvertTo.Case Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.466] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | Unable to determine control type from ribbon control '//Control[@Id='Mscrm.Explorer.Mail.ConvertTo.Case']' Function: CCmdButtonHandler::HrParseActionString File: CmdBarEvtHandler.cpp Line: 432
[2018-03-19 10:13:36.467] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for Mscrm.Explorer.Mail.ConvertTo Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.469] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | Unable to determine control type from ribbon control '//Control[@Id='Mscrm.Explorer.Mail.ConvertTo']' Function: CCmdButtonHandler::HrParseActionString File: CmdBarEvtHandler.cpp Line: 432
[2018-03-19 10:13:36.470] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for Mscrm.Explorer.Actions.Menu.AddConnection.Mail Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.472] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | Unable to determine control type from ribbon control '//Control[@Id='Mscrm.Explorer.Actions.Menu.AddConnection.Mail']' Function: CCmdButtonHandler::HrParseActionString File: CmdBarEvtHandler.cpp Line: 432
[2018-03-19 10:13:36.473] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for Mscrm.Explorer.Actions.Menu.AddConnection.Mail Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.475] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | Unable to determine control type from ribbon control '//Control[@Id='Mscrm.Explorer.Actions.Menu.AddConnection.Mail']' Function: CCmdButtonHandler::HrParseActionString File: CmdBarEvtHandler.cpp Line: 432
[2018-03-19 10:13:36.481] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for Mscrm.Explorer.Mail.ViewInCrm Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.483] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | Unable to determine control type from ribbon control '//Control[@Id='Mscrm.Explorer.Mail.ViewInCrm']' Function: CCmdButtonHandler::HrParseActionString File: CmdBarEvtHandler.cpp Line: 432
[2018-03-19 10:13:36.492] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Initializing button handler for Mscrm.TabSearch Function: CCmdButtonHandlerFactory::CreateButtonHandler File: CmdBarEvtHandler.cpp Line: 2070
[2018-03-19 10:13:36.495] Process:OUTLOOK |Thread:2000 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | Unable to determine control type from ribbon control '//Control[@Id='Mscrm.TabSearch']' Function: CCmdButtonHandler::HrParseActionString File: CmdBarEvtHandler.cpp Line: 432

The pop-up looks like this:

8053.dynamics_5F00_popup.png

Anyone who has seen this?

Client is:

Windows 7

Outlook 2016

Dynamics 365 (client version: 8.2.2.137, onlineversion: 9.0.1.569)

Categories:
General
  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Problem tracking e-mails in Outlook D365 v9.0

    Hi,

    You mentioned that the operating system you use is Windows 7. Do you mean Windows 7 Service Pack 1 (64-bit and 32-bit versions)?

    BR,

    Judy

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Problem tracking e-mails in Outlook D365 v9.0

    I have tried the Support tool but it did not give me any clues. I think the problem is in the client because the same setup but with Windows 10 works fine in my test environment.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Problem tracking e-mails in Outlook D365 v9.0

    Hi,

    If you encounter an issue connecting, or enabling Dynamics 365 for Outlook with your Dynamics 365 (online) organization, I suggest that you could first use the Microsoft Support and Recovery Assistant to diagnose and fix the issue. You’ll need to sign in to the diagnostics tool with your Dynamics 365 (online) credentials.

    Download link: https://diagnostics.outlook.com/#/Download?env=Prod&referralSite=CRMOCPub

    Hope it helps.

    BR,

    Judy

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