Dynamics 365 App for Outlook Add-in Tracking Disabled

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Posted on by Peter Chantler

Hi All,

Our situation maybe a little unique, in that I am unable to find anything similar on the web.

Several of our departments use the add in to track in emails. Each department has their own mailbox. department1@example.com, department2@example.com etc. These are user accounts and not shared mailboxes. These accounts are logged into Outlook alongside the staff members own account and have been used for the last 5 years with success.

Since the 20th of November, we have been getting the following error message when trying to use the add-in and are no longer able to track using the add-in in Desktop Outlook..

We have tried logging out and in, rebuilding the outlook profile, resetting outlook cache.

Our current workaround is to log directly into the account in a private browser window and use the add-in via OWA.

We have had a Microsoft Support case open since the 20th of November, with no luck so far.

I'm hoping someone has some insights or may have encountered this issue in the past.

Cheers,

Peter

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Peter Chantler 37 on at

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Dynamics 365 App for Outlook Add-in Tracking Disabled

We have now resolved it for all of our impacted staff.

The issue was a change in the way Outlook handles the add-in. I suspect Outlook updated causing our staff to need to log in again, which subsequently defaulted to their own credentials.

I discovered that in order to reset the logged in credentials for the add-in, you must:

1. Close Outlook

2. Navigate to the %localappdata%\Microsoft\Office\16.0\Wef folder

3. Delete or Rename the 'webview2' folder.

4. Open Outlook

5. Click on an email in the impacted mailbox

6. Click on the Dynamics 365 add-in button

7. Sign-in as the department/impacted user account.

8. Check tracking functionality.

I hope this helps.

Cheers,

Peter
Peter Chantler 37 on at

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Dynamics 365 App for Outlook Add-in Tracking Disabled

@Dengliang Li, These steps have been tried whilst troubleshooting with Microsoft Support. It has not worked.
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Dynamics 365 App for Outlook Add-in Tracking Disabled

having the same issue - following. Also been using for about 5 years and then following the latest Microsoft update have a user that can no longer track from her Outlook.
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Dengliang Li Microsoft Employee on at

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Dynamics 365 App for Outlook Add-in Tracking Disabled

Hi,

I encountered the same issue as you a few days ago.
According to the details of the warning, the incoming failure of the email address mailbox resulted in unable to track the email.

When I re-approve this mailbox and test and enable this mailbox, the incoming email for this mailbox shows success and receives an email.

After that, Dynamics 365 App for Outlook Add-in Tracking was re-enabled.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me .

Best Regards,
Dengliang Li