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Dynamics 365 Outlook Tracking Icon Missing

  • 1.  Dynamics 365 Outlook Tracking Icon Missing

    SILVER CONTRIBUTOR
    Posted 09-21-2018 02:11 PM
    Edited by Russ Morris 09-21-2018 02:13 PM
    Has anyone come across an issue where a tracked email in Outlook will loose the tracking info? This is with the old Outlook Client and not the new App for Outlook.

    I have one user who is reporting the issue. When they use the set regarding button the email shows tracked in Outlook with the people icon along with the bottom footer info of set regarding and related records info. Then after about 5-10 minutes that info vanishes. Going into the Dynamics the email record was created and still exists. While troubleshooting this I watched it happen.

    The icons/info would either vanish on their own after a few minutes or when I closed Outlook and reopened it the info would be gone.

    To troubleshoot it I:
    • Verified the client version matches the server version. (We are on the latest 8.2 on prem)
    • Removed the client files in the app data folder and let those rebuild
    • Reconfigured the client
    • Removed the Outlook OST file to let that rebuild
    • Enabled/disabled the plugin along with others
    • Verified the users sync settings
    • Added the CRMLINKSTATE column to Outlook. This was interesting, I could watch the value go from blank to 1, then 2, and then 0. Other untracked emails wouldn't have a value at all
    •  Tracked an email already tracked and I would get a message that the email already existed and to confirm. No duplicates were created. 
    • Changed the user from outlook client sync to server side sync

    So far the only thing I haven't tried is to uninstall/reinstall. In our environment we use VMWare instant clones. Out IT has let us know when they log out and back into their virtual machine they are always getting a new computer with their settings applied on top of that. I guess the unistall/reinstall wouldn't have an impact because of this.

    Nothing so far has made a change. Help! :)

    ------------------------------
    Russ Morris
    Application Support Analyst
    Avitus Group
    Billings MT
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  • 2.  RE: Dynamics 365 Outlook Tracking Icon Missing

    SILVER CONTRIBUTOR
    Posted 09-24-2018 02:12 AM
    Hi Russ,

    we had kind of a similar issue where the tracking info was no longer displayed in Outlook.
    To solve this we had to change the User interface settings to "compatibility mode".
    File -> Options ->User Interface options  to "Optimize for Compatibility" and restart Outlook. 

    Compatibility Mode in Outlook to solve CRM Client issue (info missing)
    Maybe this helps!

    ------------------------------
    Michael Dohr
    COO
    mscrm-addons.com
    Atlanta GA
    ------------------------------



  • 3.  RE: Dynamics 365 Outlook Tracking Icon Missing

    TOP CONTRIBUTOR
    Posted 09-25-2018 09:18 AM
    @Michael Dohr --
    The image you included is for Word -- are you saying that you have to change Word options in order to change how Outlook displays tracking info?
    When I go to Outlook File / Options / General, I don't see those same options under User Interface Options. ​

    ------------------------------
    Karla Keeney
    Chapter Leader, Orlando FL
    Director of Technology
    Resource Consulting Group
    Orlando FL

    [CRM 2016 SP1 on-premises]
    ------------------------------



  • 4.  RE: Dynamics 365 Outlook Tracking Icon Missing

    SILVER CONTRIBUTOR
    Posted 09-25-2018 09:30 AM
    Edited by Michael Dohr 09-25-2018 09:35 AM

    Hi,

    oops. i picked the wrong app to do the screenshot. 


    Outlook has the same option! You need to set it for Outlook. Here is the corrected Screenshot:
    Outlook Options- Compatibility Mode

    @Karla Keeney : What version of Outlook do you use?


    Thanks!



    ------------------------------
    Michael Dohr
    COO
    mscrm-addons.com
    Atlanta GA
    ------------------------------



  • 5.  RE: Dynamics 365 Outlook Tracking Icon Missing

    TOP CONTRIBUTOR
    Posted 09-25-2018 10:14 AM
    That's strange. We use Office 365, so Outlook is supposed to be up-to-date.
    It's version 1803 (Build 9126.2282 Click-to-Run), semi-annual channel
    Here are my Outlook Options:

    screen shot of outlook options
































    ------------------------------
    Karla Keeney
    Chapter Leader, Orlando FL
    Director of Technology
    Resource Consulting Group
    Orlando FL

    [CRM 2016 SP1 on-premises]
    ------------------------------



  • 6.  RE: Dynamics 365 Outlook Tracking Icon Missing

    SILVER CONTRIBUTOR
    Posted 09-25-2018 10:52 AM
    Hey @Michael Dohr

    We are running into the same issue.


    We are using Outlook 2016 MSO 16.0.4639.1000 32-bit

    ------------------------------
    Russ Morris
    Application Support Analyst
    Avitus Group
    Billings MT
    ------------------------------



  • 7.  RE: Dynamics 365 Outlook Tracking Icon Missing

    SILVER CONTRIBUTOR
    Posted 09-26-2018 03:07 AM
    Hey Russ,

    thats odd. Maybe this setting is just available in multiple display setups?
    I'm on MS Office Pro Plus Build 16.0.10730.20102



    ------------------------------
    Michael Dohr
    COO
    mscrm-addons.com
    Atlanta GA
    ------------------------------



  • 8.  RE: Dynamics 365 Outlook Tracking Icon Missing

    TOP CONTRIBUTOR
    Posted 09-26-2018 09:12 AM
    We had to use a patch to fix this issue on our end. So far it works.

    https://www.microsoft.com/en-us/download/details.aspx?id=56327



    ------------------------------
    Heather L
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  • 9.  RE: Dynamics 365 Outlook Tracking Icon Missing

    SILVER CONTRIBUTOR
    Posted 10-01-2018 10:53 AM
    Hey @Heather Laughlin

    Thank you for the advice. I saw this update but since we are not online with v9 I figured we didn't need it yet.

    I did give it a try with the user having the issue and it halfway solved the problem. Now ​​it shows the info at the bottom of the email, but the people icon is still not showing up. The user can now see if the email is being tracked but they have to open the email to see this info.

    It also created a problem. Every email they go to track now gets a pop up saying the item is already in CRM and asks if they would like to create a copy. Clicking yes causes issues while clicking no works normally. This message pops up with every email.

    I'm going to keep digging into the issue but I don't know if this update is going to fix this user's issue.



    ------------------------------
    Russ Morris
    Application Support Analyst
    Avitus Group
    Billings MT
    ------------------------------



  • 10.  RE: Dynamics 365 Outlook Tracking Icon Missing

    TOP CONTRIBUTOR
    Posted 10-01-2018 11:13 AM
    @Russ Morris I'm sorry it didn't work for you- I feel your pain as now I'm having issues with the 9.0 app to track. You might want to put a ticket in with Microsoft? sometimes that is best way for sanity purposes! Most of my users have a 50/50 shot of the tracking working correctly. some have no issues and others continually have their outlook crash due to the add in.  ​

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    Heather L
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  • 11.  RE: Dynamics 365 Outlook Tracking Icon Missing

    Posted 10-02-2018 09:47 AM
    These issues certainly don't make us want to rush to upgrade to 9.00.  Are the Outlook Plugin issues with Version 9.00 documented anywhere?

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    Anna Chisholm
    Houlder Ltd
    Portsmouth
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  • 12.  RE: Dynamics 365 Outlook Tracking Icon Missing

    SILVER CONTRIBUTOR
    Posted 10-03-2018 10:53 AM
    With the new Dynamics App for Outlook, there is not longer a Track/or set regarding button in the top ribbon.  You need to have the the user be in the email and then click on the on the Dynamics "D" button in the ribbon.
    A panel opens on the right to find/add the record and then track/regarding.


    ------------------------------
    Jill Vari
    Dynamics 365 CRM Admin/Developer
    Servicelink
    Moon Township PA
    ------------------------------



  • 13.  RE: Dynamics 365 Outlook Tracking Icon Missing

    SILVER CONTRIBUTOR
    Posted 10-03-2018 03:57 PM
    Ok I spoke too soon.  I am not seeing the Tracking option in the panel.  UGH>

    ------------------------------
    Jill Vari
    Dynamics 365 CRM Admin/Developer
    Servicelink
    Moon Township PA
    ------------------------------



  • 14.  RE: Dynamics 365 Outlook Tracking Icon Missing

    GOLD CONTRIBUTOR
    Posted 10-04-2018 03:22 PM
    Russ,

    Can you take a look at the Audit History of the email record within D365/CRM?  Do any of the fields (specifically Owner) change after the record is created?

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    Ben Edgren
    CRM Applications Manager
    Hufcor, Inc
    Janesville WI
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