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Outlook D365 Add-in isn't searching for contact

  • 1.  Outlook D365 Add-in isn't searching for contact

    Posted 13 days ago
    HI Everyone,

    We use the Outlook D365 Add-in, and have been successfully, for some time. We use this add-in to track and set regarding emails and appointments from Outlook to D365. Recently, a handful of our staff have experienced the inability to search for the contact using the add-in. A search returns "nothing found" even if the contact is in D365 already and we had previously tracked emails/appointments. Other users are able to search that contact and find them.

    I have re-added the add-in to their Outlook desktop with no success. Has anyone experienced this? Does anyone have information as to why this may be affecting certain users? Here is a snip of what it looks like after the search was executed. The contact, David Fish, DOES exist as an active contact in D365.

    for post
    Thank you in advance for sharing anything you may have on this question.

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    Royann Schmidgall
    McGhee Productivity Solutions
    Parker CO
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  • 2.  RE: Outlook D365 Add-in isn't searching for contact

    Posted 13 days ago
    Royann, I was having the same issue, and I found that Relevance Search was not enabled in my organization.  Look under Settings -> Administration -> System Settings -> and about 1/4 of the way down the page is the option you should check.   A screen shot is listed below.   Also, look at the Entities that are for Categorized Search and make sure your Contacts is selected there too.

    Relevance Search Option to be checked.

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    Maurice Powers
    IT Director
    Enertech Global LLC
    Greenville IL
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  • 3.  RE: Outlook D365 Add-in isn't searching for contact

    TOP CONTRIBUTOR
    Posted 12 days ago
    @Royann Schmidgall if you find it is in fact related to Relevance Search and only impacting a few users, you can check their settings using the User Setting Utility in the XRM Toolbox. It allows you to set the users default search to Relevance Search.

    I had this issue and it would not let me track to certain opportunity records.  I realized I was excluding some in my ​"look-up view" for that entity. Once I updated that view, they were able to track to the missing records.

    Hope you get it figured out!  Laura

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    Laura Mortick
    Marketing Information Systems Manager
    Terracon
    Olathe KS
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  • 4.  RE: Outlook D365 Add-in isn't searching for contact

    Posted 12 days ago
    I recently had this issue as well.  I came across a blog (wish I could remember the source) where someone suggested clearing the cache on Internet Explorer and rebooting.  That worked for me!

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    Michael Reeves
    Senior Integration Analyst
    State Volunteer Mutual Insurance Company (SVMIC)
    Brentwood TN
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  • 5.  RE: Outlook D365 Add-in isn't searching for contact

    Posted 12 days ago
    ​I came across the same issue except I was getting the No Records Found for all search criteria, not just contacts.  What @Maurice Powers suggested with enabling the Relevance Search seemed to work for our company.  Thanks for the help!!

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    Jennifer Havir
    Tennant Company
    Minneapolis MN
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  • 6.  RE: Outlook D365 Add-in isn't searching for contact

    GOLD CONTRIBUTOR
    Posted 12 days ago

    Royann-
      By your screenshot, it looks like you are using the Outlook App, not the Add-In.  

      I encountered a similar issue recently, but am on version 9.2 of CRM.  (I highly recommend the update as it brings a lot of new features and functionality to the App!).  Anyway, this is the Microsoft instructions to clear the cache.  This worked for me, as it seems to be specific to the user, not the Admin settings.   However, I am not sure how often this may come back since it is a cache issue?

    1. Launch Outlook on your desktop and click on Dynamics 365 app from the Outlook ribbon on top.
    2. Go to File Explorer -> C drive -> Windows Folder -> System32 -> F12 -> IEChooser.exe
    3. Once you open IEChooser, you will find Click on Dynamics 365 thread
    4. Go to Network tab and click clear cache button on top.
    5. Try to perform search in Dynamics 365 App for Outlook after few minutes of clearing the cache.

    Hope this helps?
    Ron




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    Ron Goetz
    Knowledge Mgr
    SPX Hydraulic Technologies
    Rockford IL
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  • 7.  RE: Outlook D365 Add-in isn't searching for contact

    GOLD CONTRIBUTOR
    Posted 12 days ago
    Hello,


    Ron's Solution worked for our company on the same issue.


    Thank You,

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    Brant Paquette
    BA
    SynerComm
    Brookfield WI
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  • 8.  RE: Outlook D365 Add-in isn't searching for contact

    Posted 11 days ago
    Thanks to everyone and their suggestions. Clearing the cache using Ron's instructions was successful for all of our users having this challenge. Genuinely appreciate the assistance.

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    Royann Schmidgall
    Sr. Mgr. Operations
    McGhee Productivity Solutions
    Parker CO
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  • 9.  RE: Outlook D365 Add-in isn't searching for contact

    TOP CONTRIBUTOR
    Posted 9 days ago
    Edited by Nelson Johnson 9 days ago
    Ron,
       I happened to find a similar posting on the community thread: https://community.dynamics.com/365/f/761/t/308191?fbclid=IwAR3eBRXRiV_9SBy9Et6KusbSBZxKrzfOaoTIIP662CIfWzzmadPOyE8AqxA

    Clearing the cache this way solved my problem.

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    Nelson Johnson
    Solution Architect
    BroadPoint, Inc.
    Bethesda MD
    Link with me! https://www.linkedin.com/in/nelsonjohnson/
    ------------------------------