Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

D365 App for Outlook: Track & Set Regarding are currently disabled

  • 1.  D365 App for Outlook: Track & Set Regarding are currently disabled

    SILVER CONTRIBUTOR
    Posted May 28, 2020 10:23 AM
      |   view attached
    Hello,

    We currently use v9 D365 Online.

    A handful of our users in Brazil are experiencing an issue when clicking the D365 icon to in Outlook to track emails. They are seeing the error message "track & set regarding are currently disabled. To use these features, please contact your admin".  This just started happening recently since one of the users was able to track emails previously.

    It only appears to be the Brazil users, so I am wondering if it has something to do with a security role?  I verified the server-side synchronization as well as the email address in CRM matches the SMTP email address in Outlook.

    I made sure the dashboard App for Outlook was enabled for all security roles and the enabled for fallback box was checked.  I had her update the settings within CRM so the Track under the Email tab said "no email messages" (same as mine).

    Is there anything else I can check?

    Thanks in advance for the help!

    ------------------------------
    Jennifer Havir
    CRM Administrator
    Tennant Company
    Minneapolis MN
    ------------------------------

    Attachment(s)

    Academy - Online Interactive Learning from Experts


  • 2.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    GOLD CONTRIBUTOR
    Posted May 28, 2020 11:03 AM

    Hey Jennifer,

    There is an oob security role called Dynamics365 App for Outlook. This is the role that is assigned to the app by default. If you go to settings -> My Apps and then click the ellipses on the app and select "Manage Roles" you will see which security roles are assigned to the app for users to use it:



    If you haven't created a custom role to allow the same access you are going to want to ensure your users in Brazil have the Dynamics 365 App for Outlook security role assigned. Thanks!


    ------------------------------
    Doug Apicella
    Solution Architect
    Hitachi Solutions
    SC
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 3.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    SILVER CONTRIBUTOR
    Posted May 28, 2020 11:51 AM
    Thank you for the response, @Doug Apicella​!

    I just checked that app, and the Brazil users do have the security roles that are assigned to the app.

    Any other ideas?

    ------------------------------
    Jennifer Havir
    CRM Administrator
    Tennant Company
    Minneapolis MN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 4.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    GOLD CONTRIBUTOR
    Posted May 28, 2020 12:06 PM
    Jennifer the other issue would be the server-side sync configuration for each mailbox. Can you confirm that all three sync methods are set to server-side sync for the users and that all has success from the test? You can use the "Mailboxes using Server Side Synchronization or Email Router" view under mailboxes. Thanks!

    ------------------------------
    Doug Apicella
    Solution Architect
    Hitachi Solutions
    SC
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 5.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    SILVER CONTRIBUTOR
    Posted May 28, 2020 12:20 PM
    Hi Doug,

    Yes, I checked that too and all 3 say Server Side.  I even ran it again today just to make sure there were no failures, and it still displayed the same error message.


    I also had her clear her cache in case it had to do with the browser, but that wasn't the case either.

    Thanks!

    ------------------------------
    Jennifer Havir
    CRM Administrator
    Tennant Company
    Minneapolis MN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 6.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    GOLD CONTRIBUTOR
    Posted May 28, 2020 01:18 PM
    Hey Jennifer that is really odd. It really makes me want to circle back to security. Are these users in a different business unit by chance?

    ------------------------------
    Doug Apicella
    Solution Architect
    Hitachi Solutions
    SC
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 7.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    SILVER CONTRIBUTOR
    Posted May 28, 2020 02:56 PM
    Hi Doug,

    Great thought, but no, same one as the rest.  And it is weird because it did work before, and I am not sure what would have changed so the error message would appear.  I appreciate all of the suggestions you are giving me because a few of them I did not think of :)

    I went  through the security roles again and I can't find anything that is not marked that needs to be, unless there is something really obvious I am missing, which is possible.

    Thanks again for your response!

    ------------------------------
    Jennifer Havir
    CRM Administrator
    Tennant Company
    Minneapolis MN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 8.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    Posted Jun 02, 2020 11:11 AM
    Have you had any luck getting this fixed? I had the same issue. We are about to rollout this app to all users, but of my testers, one is having this exact issue. I've checked his mailbox and security settings just like above steps, and still, just one of my beta users is now unable to sync his emails (as he could before).

    The only change we had, was our environment received a Microsoft Patch over the Memorial Day weekend, and I had to re-sync several mailboxes to get them to work correctly. Only his is having this issue though.

    Any help would be greatly appreciated!

    ------------------------------
    Toni Galata
    TAG Consulting
    Magna UT
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 9.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    SILVER CONTRIBUTOR
    Posted Jun 02, 2020 11:20 AM
    Hi Toni,

    No I have not.  I just submitted a ticket with Microsoft today, so I am hoping they are able to resolve it.

    I am wondering if it had something to do with the patch because it was after Memorial weekend my users notified me of the issue.  It is strange it is only affecting a few users (unless there are some who are not telling me about it).

    I will definitely let you know when I have an answer :)

    ------------------------------
    Jennifer Havir
    CRM Administrator
    Tennant Company
    Minneapolis MN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 10.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    Posted Jun 02, 2020 11:35 AM
    Jennifer,

    I am seeing a similar behavior. Of all my beta testers (I believe there are 20 or so total) Only one person is having the error show. Same security roles and sync settings as the others as well! I'm guessing it was to do with the patch as it mentioned something about the outook app in the patch notes.

    I would love to hear back if you get an answer from Microsoft! I already have a couple tickets in with them so I'd like to avoid opening another!

    Thanks for your reponse.

    ------------------------------
    Toni Galata
    TAG Consulting
    Magna UT
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 11.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    SILVER CONTRIBUTOR
    Posted 16 days ago
    Hey there,

    Just wanted to circle back on this one.  After connecting with Microsoft we found that if the email is in a shared mailbox it is not able to be tracked.  Outside of the shared mailbox there did not seem to be any issues and tracking worked as expected.  At this time, tracking in a shared mailbox is not supported.

    Hope this helps!

    ------------------------------
    Jennifer Havir
    CRM Administrator
    Tennant Company
    Minneapolis MN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 12.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    MICROSOFT MVP
    Posted Jun 02, 2020 11:42 AM
    @Jennifer Havir - You may want to look to see if all the Security Roles have access to the App for Outlook Dashboard. This is what the D365 App for Outlook panel within Outlook uses to display the first screen that appears.

    Here is a Microsoft Support article that outlines what to check: https://support.microsoft.com/en-us/help/4462486/track-and-set-regarding-options-are-missing-in-dynamics-365-app-for-ou

    ------------------------------
    Aaron Back
    Microsoft MVP | Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 13.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    Posted Jun 02, 2020 11:59 AM
    Hey Aaron,

    I went through that article and could verify that Resolution 1 you described is correct (it is indeed!) And it's only affecting one user, not all of them.

    ------------------------------
    Toni Galata
    TAG Consulting
    Magna UT
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 14.  RE: D365 App for Outlook: Track & Set Regarding are currently disabled

    Posted Jun 03, 2020 11:25 AM
    We have seen this issue in the past, and it seemed to be related to a version issue on the users outlook.  We applied all windows updates, and updated outlook if needed.  You also need the users to check that their IE settings, internet options, security has the Enable Protected Mode checked.

    ------------------------------
    Sandra Devin
    CRM Analyst
    National CineMedia
    Denver CO
    ------------------------------

    Academy - Online Interactive Learning from Experts


If you've found this thread useful, dive deeper into User Group community content by role