Dynamics 365 for outlook - Email sent stucked on "tracking pending"

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Posted on by Samuel Boulanger

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Hi,

I have an issue with the new Dynamics 365 for outlook app. When we track an email that have already been sent, the status stay to tracking pending indefinitely. I have the latest outlook version and it's working fine directly from the outlook web app. It also works properly from inbound email.

Regads

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SavvyLuke 655 on at

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I'm experiencing the same issues in Outlook 2016 both 32 and 64-bit version. Damn thing won't track either! I have a ticket with MS opened.

Funny thing is that it works in Outlook for Web.

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Hi Samuel,

Tenfold can help in integrating MS Dynamics 365 and enabling click to dial in Outlook. Our click to dial also works on webpages opened in Chrome. They also support MS Dynamics integration www.tenfold.com/.../dynamics

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Chris Capistran 125 on at

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We are seeing the same issue and are about to open a ticket with Microsoft as well, but I wanted to check to see if you received a response and/or resolution.

Thanks,

Chris

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SavvyLuke 655 on at

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I've got somewhat of an update from my service rep. The reason why it's not syncing is because it “Encountered boot error: Email Addresses in CRM and exchange do not match”. I'm holding tight.

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Dynamics_Alok 1,746 on at

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Enable Outlook tracing on client PC (ie your PC)..may be you get some info related to the same.

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Chris Capistran 125 on at

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I have a ticket with Microsoft now as well. We did some server-side tracing today, so I am hoping to have an answer soon. Since the new app for Outlook is no longer an actual client on the PC, I don't believe tracing locally will give you any actionable intel.

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Hi Samuel,

We are getting the same issue here. Does anyone have an update on this?

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Chris Capistran 125 on at

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I believe I have made it past the issue with Version 1612 (8.2.1.178). Support told me the fix was included, but I don't see it explicitly stated in the release notes (https://support.microsoft.com/en-us/help/4022617/service-update-1-for-microsoft-dynamics-crm-8-2-1). I am still seeing random issues with emails not tracking, but I believe this is another issue. The Tracking Pending and never going to Tracked seems to be resolved.

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Firearm on at

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We are having the same issue, track while sending, then it goes to Tracking Pending... forever. However not all users experience this just some. We are on Dynamics 365 Online and current version.

I have also found tracking from the sent items folder it seems to put the email in Dynamics but then if you check in Outlook it appears to "Lose" the tracking and says Track again.

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I am only having this problem in our Organization when it comes to tracking Appointments......stays on Tracking Pending. We were updated last weekend to Version 1612 8.2.1.185. Tracking works for email but not appointments.

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