No Eligible Users for Microsoft Dynamics 365 App for Outlook

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Posted on by jiri.pesik

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We use Microsoft Dynamics CRM 2016 with December update installed and Exchange 365 in our company. We have configured ADFS with the Add-AdfsClient command to allow CRM App. We also have all mailboxes enabled and configured to Server-Side configuration. They have Use Dynamics 365 App for Outlook privilege. However, none of these mailboxes is visible in All Eligible Users view in CRM (Settings -> CRM App for Outlook). Also, none of the users sees the web app in his Outlook.

What should we do to make CRM App for Outlook visible and working?

Many thanks, Jiří

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Andreas Cieslik 9,267 on at

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Have you followed this guide?

msdn.microsoft.com/.../dn946901.aspx

Also have you check the requirements:

technet.microsoft.com/.../dn946901.aspx

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Tobias Koller on at

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hi,

did you clicked the "test" button in the user-Mailbox after you changed to serverside-sync? it has to be run once for every Mailbox and has to be successful.

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jiri.pesik 100 on at

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Yes, we followed the guide. The strange thing is that when I replicated the same steps in an empty organization the configuration was successful (users with mailbox were marked as eligible users).

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jiri.pesik 100 on at

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Hallo Tobias, yes we used the test button. I believe that there is some problem with the "production" organization. When I tried an empty organization it worked fine. Could that be a problem that we still have an old Exchange on-premise profiles configured in CRM? We migrated to Office 365 recently and we are still using the old Exchange for some mailbox (the Exchange server doesn't have ADFS login).

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Andreas Cieslik 9,267 on at

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Checking this site:

support.microsoft.com/.../3124955

you will see that only these Exchange servers are supported:

Exchange Server 2010 Standard RTM 8.0.0.1088 Compatible

Exchange Server 2010 Enterprise RTM 8.0.0.1088 Compatible

Exchange Server 2013 Standard RTM 8.0.0.1088 Compatible

Exchange Server 2013 Enterprise RTM 8.0.0.1088 Compatible

Exchange Server 2016 RTM 8.0.0.1088 Compatible

Exchange Online (E3 SKU Only) RTM 8.0.0.1088 Compatible

Also check this article:

technet.microsoft.com/.../dn531050.aspx

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Community Member on at

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

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jiri.pesik 100 on at

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Hello Andreas,

we have Exchange Online.

We found out another strange thing. I see users from TOP Business Unit as Eligible Users. But I do not know why. If I add a user into TOP Business Unit, it becomes Eligible User.

This is not a problem with user rights. Even admin users are not Eligible Users when they are in a different BU.

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JosB on at

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Jiri,

is see the same thing happening in our Dynamics365. Did you find a solution for this?

Best regards, Jos

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jiri.pesik 100 on at

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Dear Jos,

unfortunately, we have not found the solution yet. I will write it here as soon as we find it.

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BusyIntelligence 562 on at

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Same thing over here. Only members of the top business unit are eligible :(

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