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.
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.
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).
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.
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.
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.”
Here is the list of languages that the Dynamics 365 App currently supports for Outlook.
Clear Your Browser Cache
Click HERE to learn how to clear your browser's cache.
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.
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 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.