The Dynamics App for Outlook is a great application that is pushed to Outlook to integrate data between Outlook and Dynamics 365. Emails, Appointments, Contacts are a few examples of data that can flow between the applications. Information can be input/updated in Outlook and synchronized to Dynamics 365 so users do not need to open Dynamics 365. Appointments and Tasks can also be assigned to users in Dynamics 365 and synchronized to Outlook for the user to see without the extra step of logging into Dynamics. These are just a few of the benefits of the Dynamics App for Outlook but there are so many more.
What to Do When Things Go Wrong
As more and more organizations start to use the Dynamics App for Outlook or move to this App from the installed client, more issues are coming up with getting it to work. Some organizations have no issues while others take hours of troubleshooting to get it to work correctly. Here are a few of the issues we have run into and how to resolve them.
Older Version Not Working
All features are not working as they are intended to and the Dynamics App symbol is not displaying as expected. This could be due to the minimum version of Outlook not being met. The minimum version to be able to use all features of the Dynamics App for Outlook is Outlook Version 15.0.5023.1000. If you are not using this version, please upgrade and see if this fixes the issues.
Test/Enable Successful but No Icon in Outlook
A test/enable has been done successfully on all mailboxes and the app has been successfully deployed but it is not showing in the user's mailbox. There are a number of reasons that could cause this. Below are a few.
- 1. If exchange online and Dynamics 365 online are on separate tenants, this will not work. Exchange and Dynamics must be in the same tenant for this to work. This does not apply to Dynamics on premise with exchange online.
2. If you are utilizing Exchange online and Dynamics 365 on premise, Dynamics must be on at least version 8.2 for this to work. 8.1 will not work for the Dynamics App for Outlook.
App Worked Before, But Now It Doesn't
If a user is having connection issues with the Dynamics App for Outlook after it has worked previously. Run a test/enable on the user's mailbox in Dynamics 365 then redeploy the app. This will clear the cache and helps clear up many issues that don't have a clear cause. Restart Outlook and see if it's working now.
App Is Only Visible in OWA
If a user previously had the app working and now it does not show up in Outlook but shows in OWA when they log in to view their email online. Check if they have Connected Experiences enabled. In Outlook, click on File > Account > Account Privacy > Manage Settings. In here, be sure "Enabled optional connected experiences" is checked and restart Outlook. If this option is not available for your user, please check the Office 365 Admin Center with a global admin account to be sure Connected Experiences is enabled for your organization.
The Dynamics App for Outlook was working before but doesn't work now. Check compatibility in Outlook. Go into their settings in Outlook. Click File > Options > General tab. Under "User Interface options" there is a setting called "Optimize for compatibility." Click this option then restart outlook
These are only a handful of reasons the Dynamics App for Outlook would not be working properly. If you are still having issues, please contact our team via the information below.
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Beringer Technology Group, a leading Microsoft Gold Certified Partner specializing in Microsoft Dynamics 365 and CRM for Distribution, also provides expert Managed IT Services, Backup and Disaster Recovery, Cloud Based Computing, Email Security Implementation and Training, Unified Communication Solutions, and Cybersecurity Risk Assessment.