Troubleshooting and things to know about Microsoft Dynamics 365 for Outlook

 

Updated: January 13, 2017

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online

This section describes how to troubleshoot Dynamics 365 for Outlook installation and upgrade issues.

System_CAPS_tipTip

If you encounter an issue installing, connecting, or enabling Dynamics 365 for Outlook with your Dynamics 365 (online) organization, use the Microsoft Support and Recovery Assistant to diagnose and fix the issue. You’ll need to sign in to the diagnostics tool with your Dynamics 365 (online) credentials.

Consider the following scenario:

  • In Outlook, User 1 assigns Outlook task to User 2.

  • In Outlook, User 2 accepts and tracks the task.

  • In Dynamics 365, User 2 opens the task and makes a change such as changing the subject or marking the task complete.

Result: for User 1, in Outlook, the task status remains unchanged.

To force a status change: User 2, in Outlook, can open the Outlook task and click Send Status Report to update User 1’s Outlook with the latest information.

Enabling the following settings in Outlook Task options (Home tab > New Items > Task > Assign Task) do not impact this issue:

  • Keep an updated copy of this task on my task list.

  • Send me a status report when this task is complete.

This is a known issue and is not supported.

Tracking activities is not supported when Dynamics 365 App for Outlook and Dynamics 365 for Outlook are used together by the same user.

Some Outlook add-ins can cause issues like connection failure and slow program startup and might be incompatible with Dynamics 365 for Outlook. Try disabling suspect add-ins to see if that resolves your issue.

Dynamics 365 for Outlook might have authentication and connection issues when using a proxy PAC file configured in workstation browsers. For resolution, see Microsoft Dynamics CRM for Outlook client crashes when using a Proxy PAC file.

If you’re offline, you can’t add a related record type by using the Add button (+). Add the related record type while you’re online, and then go offline.

Inserting a picture from a file into an appointment is not supported.

When an activity is created, such as a task, some fields may synchronize even if field synchronization is set to not sync. This is a known issue as some fields cannot have an empty value.

If the user domain account is in a domain different from the Dynamics 365 organization, the user will receive an error message (see below) when installing Dynamics 365 for Outlook. This is not a supported scenario.

Error message

There is a problem communicating with the Microsoft Dynamics 365 server. The server might be unavailable. Try again later. If the problem persists, contact your system administrator.

The caller was not authenticated by the service.

Outlook synchronization is not supported if Cached Exchange Mode is turned off in Outlook. See: Turn on Cached Exchange Mode

Server-side synchronization is supported if Cached Exchange Mode is turned off in Outlook. See: Turn on Cached Exchange Mode

This setting is in the Microsoft Dynamics 365 Diagnostics tool included with Dynamics 365 for Outlook. Click Start > All Programs > Microsoft Dynamics 365 > Diagnostics > Synchronization Troubleshooting tab.

Automatic email tagging is set to be off by default. If you enable this setting but reinstall Dynamics 365 for Outlook, automatic email tagging will be off.

Changes made to Service Appointments and Activities in Dynamics 365 will update in Dynamics 365 for Outlook when you synchronize, but the reverse is not true. When you make changes to Service Appointments or Activities in Dynamics 365 for Outlook, the changes are not synchronized to Dynamics 365.

If you have system out-of-the box or custom date and time fields with User Local or Time-Zone Independent behavior, the date/time information for years before 1900 won’t display as entered when viewing in the list of records and reading pane in Dynamics 365 for Outlook. The date and time values are correct in the database and will appear as expected in the Dynamics 365 web application.

When you try to connect to an organization that is part of your Microsoft Office 365 subscription by using the Configuration Wizard or Microsoft Dynamics 365 for Outlook, you cannot connect. To resolve this issue, verify, and if necessary, correct the following:

  • Make sure that you can connect to the organization by using Internet Explorer. There may be incomplete information with your Microsoft Online Services account that is preventing you from authenticating with the service. The URL for the organization is provided in the invitation email message you should have received from Microsoft Online Services, and is typically in the form of https://OrganizationName.onmicrosoft.com or https://OrganizationName.crm.dynamics.com. If you are not certain of the URL, contact your system administrator

When you install and configure Dynamics 365 for Outlook, the system creates log files that you can use for troubleshooting.

By default, the location of the Setup log files (including crmsetup.log and crm60clientmsi.log files), where User is the account of the user who ran Setup, is as follows:

  • Windows 10, Windows 8, and Windows 7: SystemDrive:\Users\<User>\AppData\Local\Microsoft\MSCRM\Logs

By default, the location of the configuration log files (including crm50clientconfig.log), where User is the account of the user who ran Configuration Wizard, is as follows:

  • Windows 10, Windows 8, and Windows 7: SystemDrive:\Users\<User>\AppData\Local\Microsoft\MSCRM\Logs

System_CAPS_importantImportant

By default, the AppData folder is hidden. To view the AppData folder, use Folder Options in Control Panel to enable viewing for hidden files and folders.

System_CAPS_tipTip

You can use the shortcut path to access the AppData folder, %LocalAppData%\Microsoft\MSCRM\Logs.

To access event logging information for Dynamics 365 for Outlook, open Event Viewer from the client computer where Dynamics 365 for Outlook is installed, and then view the entries in the Application log.

To view the Application log in Event Viewer:

  1. On the computer where Dynamics 365 for Outlook is installed, start Event Viewer.

  2. In the navigation pane, expand Windows Logs and then click Application.

  3. To make it easier to locate events that apply to Dynamics 365 for Outlook, use Create Custom View or Filter Current Log and then select the following Event sources:

    • Event sources that begin with MSCRM (such as MSCRMAddin and MSCRMAddressBook)

    • MSSQL$Dynamics 365

By default, if a user does not have Dynamics 365 for Outlook installed and configured, the Microsoft Dynamics 365 web application displays a Get Dynamics 365 for Outlook button on the notification bar. This button provides a link for users to download and install software features that configure a local Microsoft SQL Server Express data store. If you do not want users to have this capability, you can remove the button.

Remove the Get Dynamics 365 for Outlook button from the Microsoft Dynamics 365 web application

  1. With a security role that has read and write permissions (for example, the System Administrator role), start the Microsoft Dynamics 365 web application.

  2. Go to Settings > Administration.

  3. Click System Settings.

  4. Click the Outlook tab.

  5. Set the value for Users see “Get Dynamics 365 for Outlook” option displayed in the message bar to No.

  6. Click OK to close System Settings.

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