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Dynamics 365 App for Outlook - Contacts not loading

  • 1.  Dynamics 365 App for Outlook - Contacts not loading

    SILVER CONTRIBUTOR
    Posted Feb 27, 2020 07:15 AM

    Hi all,

     

    we are currently moving from the old 'Outlook COM Add-In' (=Dynamics 365 for Outlook) to the 'Outlook Web Add-In' (=Dynamics 365 App for Outlook).

    We already deployed to multiple users on multiple PCs.

     

    What works:

    • Tracking of Mails
    • Tracking of appointments
    • Tracking of contacts

     

    However as soon as a user clicks on 'Dynamics 365 Contacts', then changes to another Outlook-Area (e.g. eMail) and then clicks on the CRM-Add-In again, it stops working.

    CRM Outlook 1

     

    It then only displays a blank page with the loading animation:

    CRM Outlook 2

     

     

    Looking at the Network-log we see the following:

    CRM Outlook 3

     

    We already tried the steps from this support article:

    https://support.microsoft.com/en-ie/help/4091345/blank-page-appears-within-dynamics-app-for-outlook

     

    Our configuration:

    • Windows 10, 1809 (64bit)
    • Office 16.0.12325 (64bit)
    • CRM 9.10. (2020 Release Wave 1, also happened before w/o the update installed)

     

    Does anybody else has experienced this kind of behaviour?

     

    Thanks, regards,

    Johannes



    ------------------------------
    Johannes .
    ------------------------------
    Academy - Online Interactive Learning from Experts


  • 2.  RE: Dynamics 365 App for Outlook - Contacts not loading

    TOP CONTRIBUTOR
    Posted Feb 28, 2020 01:10 PM
    Hi @Johannes ., we've experienced the same thing.  ​We'd never used the Dynamics 365 Add-in in Outlook before but we want to be able to track emails for specific contacts.

    I raised a Microsoft Support call last month, followed their steps/advice, provided Fiddler traces, had a number of remote screen sharing sessions but never got to the bottom of it.  To be honest, I lost interest in the end as it was taking up so much of my time.  While the engineer was helpful, I felt he wasn't realistic when he asked me to leave Outlook on the loading animation for an hour as apparently it can take this long to syncronise the contacts (I left it for 2 hours in the end with still no joy).  This doesn't seem right as when a user goes to the Dynamics 365 Contacts tab for the first time, it loads, but then as soon as they navigate away and then come back it doesn't load.

    If you do raise a Microsoft Support call and get a breakthrough please share it with the CRMUG as it sounds like this could be a bug but getting Microsoft to acknowledge this may take some doing.

    ------------------------------
    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 3.  RE: Dynamics 365 App for Outlook - Contacts not loading

    Posted Mar 03, 2020 11:35 AM
    We finally got it working back in October, with an Outlook 16.0.4xxx version of Outlook. I just verified it's working without issue in 16.0.4266.1001.

    ------------------------------
    Kiym Ward
    The Port of Virginia
    Norfolk VA
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 4.  RE: Dynamics 365 App for Outlook - Contacts not loading

    TOP CONTRIBUTOR
    Posted Mar 03, 2020 11:49 AM
    Thanks for the update @Kiym Ward.  We're not on this version but I've asked the IT team responsible for Outlook to find out when we are likely to get this version.​

    ------------------------------
    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 5.  RE: Dynamics 365 App for Outlook - Contacts not loading

    SILVER CONTRIBUTOR
    Posted Mar 04, 2020 03:45 AM
    Thanks @Mark Aston and @Kiym Ward
    I have now opened a support-ticket with Microsoft and will post the ​solution here.

    ------------------------------
    Johannes .
    Albis
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 6.  RE: Dynamics 365 App for Outlook - Contacts not loading

    TOP CONTRIBUTOR
    Posted Mar 04, 2020 04:18 AM
    Thanks @Johannes ., hope you have better luck with Microsoft than I did.​

    ------------------------------
    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 7.  RE: Dynamics 365 App for Outlook - Contacts not loading

    SILVER CONTRIBUTOR
    Posted Apr 01, 2020 07:33 AM
    Hi Thanks @Mark Aston and @Kiym Ward,

    Microsoft fixed something regarding the caching on the server-side in 9.1.0000.15051 and up.
    It now works also in our Office-version.​​

    Regards,
    Johannes

    ------------------------------
    Johannes .
    Albis
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 8.  RE: Dynamics 365 App for Outlook - Contacts not loading

    TOP CONTRIBUTOR
    Posted Apr 01, 2020 08:18 AM
    Thank you so much for updating us @Johannes .  I've just accessed the D365 Add-in in Outlook and it appears to be working as expected!  This is excellent news!​

    ------------------------------
    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------

    Academy - Online Interactive Learning from Experts


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