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Issue of Syncing Contacts from CRM to Outlook after new Outlook Profile Created

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Posted on by JD-29051750-0

Hello! It was just brought to my attention that my boss no longer has contacts in the Outlook app on her computer. There was an issue 6 months ago where our IT provider created a new Outlook profile on this laptop and now she no longer has contacts syncing to this new profile. I checked her personal settings to confirm that the synchronization settings are still showing active contacts.

Two questions -

1. Would I just need to approve her email again to get the contacts to appear in her Outlook app on her laptop?

2. If the answer to above question is yes, would this duplicate contacts in her Outlook app on her I-phone?

Any additional guidance would be much appreciated. Thank you!

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JD-29051750-0 6 on at

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Issue of Syncing Contacts from CRM to Outlook after new Outlook Profile Created

She has the same roles as before, the only thing that has changed is the Outlook profile that Dynamics is syncing to, which would be her old Outlook profile. Our consultant that built our custom Dynamics CRM provided this information but we have not tried it since my boss will be working remotely over the next few months, so we plan to wait until she is here in person and have her actual laptop on hand.

Chances are you will have to have IT actually remove her old email from CE, you can’t remove her account, but they need to remove the old address. Then someone needs to turn off the Outlook connector access and turn off the sync.

Then go into her new one (wait 24 hours) and then set it up with the connection and make sure her mailbox sync is turned on and approved.

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Amit Katariya007 10,409 Super User 2025 Season 2 on at

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Issue of Syncing Contacts from CRM to Outlook after new Outlook Profile Created

Hello User,

Does she has same role just like before?

Because there may be permission related issues and because of that itay cause the issues. Does she has other functionality working in Outlook app with respect to the CRM?

Thank you,

Amit katariya

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Dengliang Li Microsoft Employee on at

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Issue of Syncing Contacts from CRM to Outlook after new Outlook Profile Created

Hi,

I am using an android phone.

There are no duplicates of contacts in the outlook app.

Contacts in the Outlook app on the phone are synchronized with contacts in the Outlook client on the computer.

Best Regards,
Dengliang Li

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JD-29051750-0 6 on at

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Issue of Syncing Contacts from CRM to Outlook after new Outlook Profile Created

Thank you for the details but my second question was not answered - would this duplicate contacts in her Outlook app on her phone?

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Dengliang Li Microsoft Employee on at

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Issue of Syncing Contacts from CRM to Outlook after new Outlook Profile Created

Hi,

I did not reproduce your problem in my testing.

In my test I tried to delete the existing Outlook profile and add a new one.

The contact disappears, but after a few minutes, the contacts are back.

According to the official documentation.

Synchronization logic for appointments, contacts, and tasks - Power Platform | Microsoft Learn

Synchronize contacts between Dynamics 365 and Exchange. Outlook data from Exchange server.

Server side synchronization needs to be enabled and then the mailbox needs to be approved to pass the test and enabled.

Also according to the link below.

How to Manage Contacts in Dynamics CRM and Outlook — Syvantis Technologies, Inc.
Your PC must be online with Outlook open and connected to CRM in order to synchronize contacts.

Best Regards,
Dengliang Li

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