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We can't load this app because your email account isn't configured with Dynamics 365 server-side sync for incoming email error occurs in Microsoft Dynamics 365 App for Outlook

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This article provides a solution to an error that occurs when you try to open the Dynamics 365 App for Outlook.

Applies to:   Microsoft Dynamics 365
Original KB number:   4469513

Symptoms

When attempting to open the Dynamics 365 App for Outlook, you receive the following error:

"We're sorry
We can't load this app because your email account isn't configured with Dynamics 365 server-side sync for incoming email. Ask your system administrator to set up server-side sync for incoming email."

If you select Show more, you see more details such as the following message:

"Error: Email account isn't configured with server-side synchronization for incoming email Trace: Error: Email account isn't configured with server-side synchronization for incoming email"

Cause

The Dynamics 365 App for Outlook requires Server-Side Synchronization to be enabled for your mailbox. This error occurs when your mailbox in Dynamics 365 isn't enabled for incoming email using Server-Side Synchronization.

Note

Your mailbox needed to have had Server-Side Synchronization configured correctly before the app could be deployed to your mailbox. However, if the status of your mailbox in Dynamics 365 changes later to a failure status, you would receive this error until the mailbox is correctly configured and enabled again.

Resolution

Verify your mailbox is enabled for incoming email with Server-Side Synchronization.

  1. Access Dynamics 365 as a user with the System Administrator role.
  2. Navigate to Settings and then select Email Configuration.
  3. Select Mailboxes and then change the view to Active Mailboxes.
  4. Locate and open the mailbox record for the user meeting the error.
  5. Verify the Incoming Email option is set to Server-Side Synchronization or Email Router. If the app will also be used to track Appointments or Contacts in Outlook, verify the Appointments, Contacts, and Tasks setting as well.
  6. If the Incoming Email Status doesn't already show as Success, select Test & Enable Mailbox and make sure to select the checkbox that appears in the dialog.
  7. If the mailbox tests don't succeed, review the messages in the Alerts section. If an alert includes a Learn More link, select this link for more details. If you continue to see failures after selecting Test & Enable Mailbox, see Failure after clicking Test & Enable Mailbox in Dynamics 365 for more guidance.
  8. After the mailbox shows Success for Incoming Email Status, close and reopen Outlook. Then try to open the Dynamics 365 App for Outlook again.