Troubleshoot Issues With The Dynamics 365 App For Outlook

CRM
Last updated:
April 27, 2021

Overview

Here, you will find a comprehensive blog to help you diagnose and resolve the Dynamics 365 App for Outlook (NOT Outlook Add-in (older version of integration)) issues. We have gathered all the possible troubleshooting/diagnostic steps from various Microsoft blogs to centralize your experience.

Permissions Settings

Ensure that the users have the following security role: Dynamics 365 App for Outlook User.

This is an out-of-the-box that comes shipped with your instance. I would recommend setting this role for the user who wishes to use Dyn 365 App for outlook.

Dynamics 365 app for outlook user security role

Email Server

Make sure that your email service is supported. Here is the list of exchange servers that are by Dynamics 365 App for Outlook (server-side synchronization).

  • Exchange Server 2013 CU 14 or greater.
  • Exchange Server 2016.
  • Exchange Online.
  • Exchange Team Blog - Microsoft Tech Community

    Email Client

    Alongside the email server, make sure that your outlook version is supported. Here is the list of versions that the Dynamics 365 App supports for Outlook.

  • Outlook 2019.
  • Outlook 2016 (MSI) version 16.0.4266.1001 or higher (on Windows 8.1 (with extended support) or higher client OS with Internet Explorer 11 installed).
  • Outlook 2016 (C2R) version 16.0.93330.2073 or higher (on Windows 8.1 (with extended support) or higher client OS with Internet Explorer 11 installed).
  • Outlook 2013 (MSI) version 15.0.5023.1000 or higher (on Windows 8.1 (with extended support) or higher client OS with Internet Explorer 11 installed).
  • Outlook for MAC.
  • Outlook for iOS (with Exchange Online, on Apple iPhone 6S or higher, running iOS version 8 or higher).
  • Outlook for Android (with Exchange Online, on Android phones running Android 4.4,5.0,6.0, or 7.0).
  • Outlook online and desktop

    Browser (Outlook Web Access)

    Generally, almost all popular browsers should be supported by Microsoft. However, for technical sake, here is the list of browsers and min versions supported by Dynamics 365 App for Outlook.

  • Microsoft Edge (with Exchange on-premise 2016 or higher and Exchange Online)
  • Internet Explorer 11 (with Exchange on-premise 2016 or higher and Exchange Online) (IE IS DEPRECATED NOW)
  • Google Chrome (Compose mode supported with Exchange on-premise 2016 or higher and Exchange Online)
  • Mozilla Firefox (Compose mode supported with Exchange on-premise 2016 or higher and Exchange Online)
  • Outlook im Web – Sichere E-Mail mit Outlook Web App (OWA)

    Supported Clients per Feature

    “The Dynamics 365 App for Outlook features supported depend on the client you're running. The following table summarizes which features are supported for each client/configuration of Customer Engagement and Exchange.”

    Dynamics 365 app for outlook Supported Clients per Feature

    Supported Languages

    Here is the list of languages that the Dynamics 365 App currently supports for Outlook.

    Supported Languages for dynamics 365 app for outlook

    Clear Your Browser Cache

    Click HERE to learn how to clear your browser's cache.

  • Reload your Outlook and see if the issue is resolved.
  • Check Your Anti-Virus

    This is overlooking step, but sometimes certain Anti-virus might be blocking connections to Dynamics/Microsoft.

    As part of the troubleshooting steps, completely disable the virus program and see if the issue is resolved.

    Other Specific Issues

    After performing the basic diagnostic/troubleshooting steps, please see below for troubleshooting Dynamics 365 App for Outlook common issues if the issues are still happening.

    Deploying or Opening the App

    When viewing the Dynamics 365 App for Outlook section within Settings, a user does not appear in the All Eligible Users list. The app has been deployed, but the user does not see the app appear within Outlook.

    When attempting to open the app within Outlook, the user sees a white screen, and the app does not load successfully. When attempting to open the app within Outlook, the user encounters an error message.

    Tracking Email or Appointments

    No search results returned in Regarding lookup of Dynamics 365 App for Outlook When attempting to track an email or appointment, the item shows as "Track Pending" and is not created in Dynamics 365 Track and Set Regarding options are missing in Dynamics 365 App for Outlook.

    Tracking Contacts

    Unable to track contacts within the Add-ins area of Outlook

    Last Resort

    After trying all the troubleshooting steps to fix Dynamics 365 App for Outlook issues, the last option is to open a case with Microsoft.

    If you need help with opening a case with Microsoft, please see our blogs about it here contact us.

    Call Us

    If you are still having issues after performing all the necessary troubleshooting steps, give us a ring. We might be able to help you identify and resolve the issue.

    Contact Us to speak with one of our specialists.

    List of sources that we used to gather this master list Microsoft - Dynamics 365 for Outlook Microsoft - Troubleshooting Dynamics 365

    Questions? Talk with a specialist! Click here to contact us.