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Email tracking issues in CRM Online (2013 SP1) and Outlook 2013 (x64) RRS feed

  • Question

  • Attempting to configure Outlook 2013 (x64) with CRM Online (2013 SP1) against SMTP server (gmail) to test whether non-Exchange emails can be tracked in CRM Online.

    Initially I had an Exchange (on-premise) account configured against Outlook. I added Gmail successfully.

    Test 1: Track Gmail message in CRM Online using Outlook

    Test 1 Result: Error message "Only items in the default Microsoft Outlook store can be promoted to Microsoft Dynamics CRM.Item=<email subject>" (https://community.dynamics.com/crm/f/117/t/107858.aspx?pi49829=2)

    Next steps: Removed Exchange account from Outlook, & re-tested.

    Test 2: Track Gmail message in CRM Online using Outlook

    Test 2 Result: Same error message as Test 1.

    Next steps: Created duplicate Outlook data file for Gmail account, removed Gmail account from Outlook, & closed Outlook. Re-opened Outlook, re-added Gmail account to Outlook. N.B. vestigial Gmail node remained in Outlook sidebar on main page.

    Test 3: Track Gmail message in CRM Online using Outlook

    Test 3 Result: Same error message as Test 1 and Test 2.

    Next steps: Removed vestigial Gmail node, repaired CRM Outlook add-in.

    Test 4: Track Gmail message in CRM Online using Outlook

    Test 4 Result: Error message "Invalid ArgumentDo you want to send the email? If you click Yes, the email will be sent out, but no corresponding activity will be created in Microsoft Dynamics CRM." (https://social.microsoft.com/Forums/en-US/49ad44dc-8521-4337-8627-257dd9f5b046/email-tracking-issues-in-crm-2011-onpremises-and-outlook-2007?forum=crm)

    The goal of this exercise is to determine whether you can track non-Exchange emails using the Outlook CRM add-in--in this case, with Gmail. Troubleshooting suggestions?

    Thursday, November 20, 2014 8:21 PM