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Unable to install Customer Insights-Journey to an existing emnvironment

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Posted on by LM-02071740-0

I have an existing production environment which has been created and running since 2020 where the Dynamics 365 Sales has been setup. Now, our customer wants to run marketing campaigns through Customer Insights-Journey. So, I tried to install the Customer Insights-Journey to my existing production environment and the installing was failing all the time.

The tenant has the appropriate license so even if I am creating a new environment and installing the Customer Insights-Journey, it is successfully installed.

Interestingly, after installation, I tried to copy my production environment to newly created environment and after that, it didn't work.

What could be the possible reason's that preventing it to install at an existing environment. I think Microsoft does provides a way for such customers who purchase Customer Insights-Journey after setting up any other module.

Any idea or suggestions to install Customer Insights-Journey to an existing environment? Please suggest!

Thanks in advance!

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Dynamics 365 Customer Insights - Journeys

Dynamics 365 Sales

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Jonas "Jones" Melgaard 4,926 Most Valuable Professional on at

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Quick question, do you block unmanaged customizations in the production environment?

CI-J will create unmanaged customizations as part of how it operates.

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LM-02071740-0 19 on at

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@Jonas "Jones" Melgaard No, we do not blocked any unmanaged customizations in the production environment. Any other idea or suggestions for installing at existing Production environment?

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Jonas "Jones" Melgaard 4,926 Most Valuable Professional on at

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Sorry, I didn't get a notification.

I'm not entirely sure, it should just work and I've done it multiple times. Next on my list is to the the solution history, either through the maker portal or using Solution History · XrmToolBox in XRM Toolbox with show hidden solutions enabled.

Otherwise, I'm afraid you will have to create a Microsoft support request and have an engineer check the backend.

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LM-02071740-0 19 on at

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@Jonas "Jones" Melgaard Thanks for your reply.

I tried raising a Microsoft support request and they are mentioned that the "Enable Dynamics 365" toggle was disabled while creation of the existing production environment so now it won't allow the installation of any Dynamics 365 apps such as Customer Insights.

Not sure the toggle was enabled or not as I mentioned the production environment was setup way back in 2020 by client side only.

Just to let you know I have "Dynamics 365 Customer Insights Attach" license to my tenant.

Below is the toggle they are talking about. They also shared a document with me mentioned about this.

Create and manage environments in the Power Platform admin center - Power Platform | Microsoft Learn

They tried it with below article but got no success:

Solved: D365 Customer Insights not showing in multiple Environments

Have you installed to any existing environment where this toggle was not enabled? Also, what will happen with Solution History?

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Jonas "Jones" Melgaard 4,926 Most Valuable Professional on at

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Hmm... It should not be possible to deploy D365 Sales without having D365 enabled, you will simply not be able to install anything Dynamics. You are missing functionality if you haven't. I like to know how they managed this, just out of curiosity.

I'm really not sure how to fix this, especially since copying PROD down also breaks the install. Can you have Microsoft check why it's not enabled, explain how this is possible, and if it's possible for them to enable it in the backend?

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Mohsin Ali 3,634 on at

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Could you please confirm if you currently have the following licenses?

Dynamics 365 Customer Insights User License

Dynamics 365 Customer Insights

Additionally, please check whether the following patches are present in your production instance:

MicrosoftDynamics_HealthChecker_Patch

MicrosoftDynamics_QuickSend_Patch

MicrosoftDynamics_MarketingFormsProLink_Patch

MicrosoftDynamics_PackageUpgrade_Patch

If any of these patches are installed, you will need to remove them first before installing Customer Insights (CI), as they have been known to conflict with CI solution components.

While the exact reason for the conflict isn't clear, we've observed similar issues in other environments where these patches interfered with CI installations.

Lastly, please ensure that no other solution operations are being performed during the CI installation process to avoid any potential issues.

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Hamza H 1,807 on at

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Customer Insights - Journeys likely fails to install in your existing environment due to outdated solutions, partial installs from failed attempts, or missing dependencies/customizations in your long-running (since 2020) setup.
Fix:

Clean up any failed CI-Journeys solutions (msdynmkt*, mci*).

Ensure all core solutions (e.g., Dynamics 365 Core) are up to date.

Use Solution Checker to find dependency issues.

Make sure you're using a supported region.

If issues persist, open a Microsoft support ticket — they may need to fix hidden solution conflicts.

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