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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM App for Outlook no...
Microsoft Dynamics CRM (Archived)

CRM App for Outlook not recognizing contacts and user

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Posted on by Community Member

Hello,

We currently have a problem on our Dynamics CRM App for Outlook.

The app allows us to create contacts into CRM but it doesn't recognize the email recipients as contacts of our CRM (so it always propose us to create the contact again).

Do you know the reason of the problem ?

As you can see on the screenshot below > my email has Ariel Upton (contact) as regarding but the recipient is still unkown (i just created it yesterday).

8662.Dynamics-365.png

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I have the same question (0)
  • Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at

    Hi Simon,

    Is the email address duplicated in CRM?

    Also, can you please check that the format of the email field is Email and not Text? See following blog article if it applies to you as well: blogs.msdn.microsoft.com/.../during-upgrade-from-crm-4-0-to-crm-2011-the-emailaddress-field-format-may-change-from-email-to-text (I know it's for CRM 4.0 to 2011, however the principle can be applied to newer versions as well)

    Regards,

    Radu

  • Community Member Profile Picture
    Community Member on at

    Hi Radu,

    Thank you for your quick answer.

    I'm not sure to understand your first question but there are 3 email fields (I thought they were Out Of the Bow)4265.email-1.png

    All the 3 fields have the correct types ...

    4265.email-1.png

    However our email field is not required in our CRM, can this have an impact ?

    Best regards,

    Simon

  • Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at

    Hi Simon,

    The format looks OK.

    It shouldn't have an impact if the email field is required or not. If you want, you can make it required and see if it makes a difference.

  • Community Member Profile Picture
    Community Member on at

    Unfortunately the mandatory field had no effect.

    And when I create the contact again within the same account, I get a duplicate in the CRM...
    Duplicate-emails.png

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