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Outlook App missing the "set regarding" area

  • 1.  Outlook App missing the "set regarding" area

    D365UG/CRMUG ALL STAR
    Posted Aug 01, 2019 09:18 AM
    I am testing in our sandbox and need to test the tracking.  When i try to track, the app comes up but the "set regarding" area is missing.  Has anyone run into this issue before?


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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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    Conference-CRMUG_200x200


  • 2.  RE: Outlook App missing the "set regarding" area

    MICROSOFT MVP
    Posted Aug 01, 2019 09:31 AM
    @Laura Mortick - I do know that the Dynamics 365 panel displayed in Outlook is rendered using Internet Explorer (IE). When I have had some funky issues in the past I would clear the IE cache, close Outlook, re-open, and then re-open the panel.


    I also noticed an odd icon in the top blue navigation bar. The icon to the right of the "+" icon that looks like a puzzle piece. This should be a magnifying glass icon to search for records. It should look like this:



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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    www.acemicrotech.com
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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    Conference-CRMUG_200x200


  • 3.  RE: Outlook App missing the "set regarding" area

    D365UG/CRMUG ALL STAR
    Posted Aug 01, 2019 09:37 AM
    Yeah nothing happens when I click on the puzzle piece. When i click on the ellipsis, i do see the search option...


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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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    Conference-CRMUG_200x200


  • 4.  RE: Outlook App missing the "set regarding" area

    GOLD CONTRIBUTOR
    Posted Aug 02, 2019 10:22 AM
    Hi @Laura Mortick,

    I noticed in your original screenshot that the record is a User record in CRM.  I don't think you can Set Regarding to a User record.  Make sure the person on the email is a contact or lead in the system and you should then see the Set Regarding.

    thanks

    Eric


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    Eric Veneziano
    Sales System Analyst
    Minitab, Inc.
    State College PA
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    Conference-CRMUG_200x200


  • 5.  RE: Outlook App missing the "set regarding" area

    D365UG/CRMUG ALL STAR
    Posted Aug 02, 2019 10:43 AM
    Hi Eric,
    Thank you for your reply. I was not trying to set regarding the user record, I was trying to set regarding an opportunity.  The set regarding should be displayed so i can select the type of record i want to track against. It is so strange that it launches the app, but that the set regarding is missing.

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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    Conference-CRMUG_200x200


  • 6.  RE: Outlook App missing the "set regarding" area

    Posted Aug 02, 2019 11:08 AM
    I had this issue recently.  I had removed the App for Outlook Dashboard from the Dynamics 365 App for Outlook.  This dashboard HAS to be in the app, and should NEVER be modified.  When I added this back, and republished, the  regarding area reappeared.  Hope this helps.

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    Sandra Devin
    CRM Analyst
    National CineMedia
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    Conference-CRMUG_200x200


  • 7.  RE: Outlook App missing the "set regarding" area

    Posted Sep 02, 2019 10:01 AM

    I am seeing this same issue. Has anyone been able to pinpoint the issue with the faulty icons in the blue ribbon? In my sandbox environment, my Outlook app is showing as it should, but in the production environment it's showing the circled plus icon and the puzzle piece (that appears to do nothing...).

    Even re-deploying the App from development to production did not solve this... Is it a setting that I am missing?



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    Rogier Vriezen
    Experis Ciber
    Eindhoven
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    Conference-CRMUG_200x200


  • 8.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted Aug 05, 2019 08:15 AM
    @Laura Mortick,

    This has happened to our Outlook app as well. It wasn't due to a change we did. I think it happened after an update from Microsoft.

    ​Carina Claesson has written a blog post about how to get it back. You can also find more information on docs.microsoft.com.

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    BR,
    Niels
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    Conference-CRMUG_200x200


  • 9.  RE: Outlook App missing the "set regarding" area

    D365UG/CRMUG ALL STAR
    Posted Aug 05, 2019 08:57 AM
    Hi Neils,
    thank you for your reply. I was very hopeful that would work because the "fallback" option was not checked. Everything else matched.  Also, I should mention that this is occurring in our sandbox for my test user.  We do have a few other users in sandbox, but none have email tracking enabled for their test user. I created a contact with my person email address so I could send an email and try to track directly to a contact in CRM but the issue still persists.  When a contact is found in CRM, after clicking the ellipsis, it should display "set regarding". As you can see from this screen shot, it does not and the actual set regarding section is not visible.  I have attached screen shots from sandbox and production to show the difference. Any help is appreciated! Laura



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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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    Conference-CRMUG_200x200


  • 10.  RE: Outlook App missing the "set regarding" area

    D365UG/CRMUG ALL STAR
    Posted Aug 06, 2019 09:39 AM
    Hey @Laura Mortick,

    Two other areas comes to mine to triage.

    1. Validate that the security roles assigned the user are enabled for the Outlook App.. I've see the App work in the pass even though my Security roles were not enabled, which I suspect was due to cache at the client side.   However, this happened in my Sandbox as well, so worth doing a check.
    2. Validate the mailbox for the test user is enabled and configured.   If so, I would re-deploy the Outlook App to the user. Sometimes, it helps to turn things off and on again. :)

    Hope it helps.

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    Todd Mercer
    Dynamics CRM Technical Lead
    MD Financial Management
    Ottawa ON
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    Conference-CRMUG_200x200


  • 11.  RE: Outlook App missing the "set regarding" area

    D365UG/CRMUG ALL STAR
    Posted Aug 07, 2019 07:14 PM
    Hey @Todd Mercer @toddjmercer that worked!  Yay!  We removed the mailbox and added it back and that finally fixed it.  I feel like we tried that before, but maybe not.  Also, i have a question.  On a regular basis, we refresh sandbox with production. We do this because we do the same thing Oracle and we sync Oracle to CRM via KingswaySoft.  If we dont do this, the GUID's become out of sync.  Anyhow, in Production, my Test ID is not set up with the Outlook App, but in Sandbox, my Test ID is set up to Sync with that Test users Outlook.  Could we be breaking the Outlook App each time we refresh Sandbox with our Production database?
    thanks so much for your help!  Laura

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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    Conference-CRMUG_200x200


  • 12.  RE: Outlook App missing the "set regarding" area

    D365UG/CRMUG ALL STAR
    Posted Aug 07, 2019 08:24 PM
    Hey @Laura Mortick

    That's great news! Glad it helped.

    Sounds like you refresh process could be the culprit. I would put in a post refresh step to reconfigure your test users each time.

    Cheers!
    Todd.​

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    Todd Mercer
    Dynamics CRM Technical Lead
    MD Financial Management
    Ottawa ON
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    Conference-CRMUG_200x200


  • 13.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted Sep 03, 2019 09:30 AM
    Hi @Laura Mortick and @Todd Mercer @toddjmercer,

    I'm not sure if this is related, but we have seen a case where an outdated cache in IE/Edge caused a similar issue. The App would log in, but displayed a message indicating track regarding was disabled by admin, which clearly wasn't the case. Just FYI, should anyone run into this: Even re-adding the app and rerunning test and enable didn't work, but restting IE/Edge cache did.

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    Ryan Perry
    Business Systems Analyst
    Auric Solar
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    Conference-CRMUG_200x200


  • 14.  RE: Outlook App missing the "set regarding" area

    Posted Sep 03, 2019 09:51 AM
    Does anyone happen to know a solution for the wrong Icons showing in the blue menu bar as shown in screenshots earlier by @Laura Mortick??​

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    Rogier Vriezen
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    Conference-CRMUG_200x200


  • 15.  RE: Outlook App missing the "set regarding" area

    Posted 27 days ago

    Replying to my own issue, in case someone might revisit this thread later.

    After long investigation by Microsoft, we finally found what causes the puzzle piece icons in the Dynamics 365 App for Outlook.
    Apparently there is an old solution that used to provide Organizational Insights from within Dynamics CRM. As Microsoft has moved this to the admin panel, this solution is now depricated. However, it still does have a negative impact on the icons in the Dynamics App for Outlook (who knew....?)

    There's 2 things you can do when you face this issue:
    1) "manage" your solutions in the Admin Panel, look for "Organizational Insights" and update this solution (this was enough for us to solve the issue)
    2) "manage" your solutions in the affected environment (the old way), look for "Organizational Insights" and completely uninstall this solution, as it is no longer needed. (you can not uninstall this solution in the Solution Explorer in your new Admin Panel

    As always with these things: after your action of choice, it's best practice to clear your Internet Explorer and/or Edge's cache and restart Outlook.



    I hope this helps someone in the (near) future. @Laura Mortick, since I saw it in your screenshots initially, it might help you as well!
     



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    Rogier Vriezen
    Functional Consultant
    Amsterdam, Netherlands
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    Conference-CRMUG_200x200


  • 16.  RE: Outlook App missing the "set regarding" area

    TOP CONTRIBUTOR
    Posted 27 days ago
    Hi @Rogier Vriezen,

    Thanks for the pointer. I pulled this up and found the following:
    Organization Insights    1.3.1.0    12/31/2026    Installing

    Nobody on our team manually triggered an update / install.  Do you know if MSFT was pushing an update to fix the old solution?

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    Ryan Perry
    Business Systems Analyst
    Auric Solar
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    Conference-CRMUG_200x200


  • 17.  RE: Outlook App missing the "set regarding" area

    Posted 27 days ago
    That would be a wild coincidence, so I don't know if they pushed anything. I'd keep an eye on the install. For me it took max 30 minutes to complete the upgrade. I am not sure what the status was on mine. It may have said "installing" like yours or something like "applying upgrade".

    Anyway, the version number that yours is showing is the most recent one, so whether it's upgrading or installing, you have the latest version, and you should not see any weird icons showing in your Dynamics App for Outlook ribbon once it's done. (I'm not 100% sure if you were experiencing the issue in the first place).


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    Rogier Vriezen
    Functional Consultant
    Amsterdam, Netherlands
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    Conference-CRMUG_200x200


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