Troubleshooting errors when attempting to open Dynamics 365 App for Outlook

This article is intended to provide recommendations for troubleshooting errors you may encounter using Dynamics 365 App for Outlook.

Symptom

When attempting to open Dynamics 365 App for Outlook, you encounter an error message.

Recommendations

1. Use the "Help me resolve this issue" link.

Most errors you may encounter will include a Help me resolve this issue link. If this appears, make sure to click this link. If Microsoft is aware of a potential solution to the issue, this link will direct you to an article created to help solve that specific error.

2. Clear your browser cache

If you are using Office 365 version 16.0.11629 and Windows 10 version 1903 or later, follow these steps as Office Add-ins are now using Microsoft Edge WebView:

  1. Install Microsoft Edge DevTools Preview

  2. In Outlook, launch the Dynamics 365 app for Outlook

  3. Run Microsoft Edge DevTools Preview

  4. You should see Dynamics 365 (EXP) as a debug target

  5. Click on it to launch the “F12” tools

  6. Go to the “Console” tab

  7. Run: window.localStorage.clear()

  8. Open the app again in Outlook

If you are using early versions of Office 365 and Windows, use the following steps:

Platform

Instructions

Outlook (same as Internet Explorer)

View and delete your browsing history in Internet Explorer

Internet Explorer

View and delete your browsing history in Internet Explorer

Edge

View and delete browser history in Microsoft Edge

Chrome

Clear cache & cookies

Important: Although you may have other browsers installed on your computer, Outlook desktop always uses Internet Explorer when displaying web content such as inside Dynamics 365 App for Outlook. As mentioned in the beginning of this section, this is no longer true starting with Office 365 version 16.0.11629

After clearing your browser cache, close all Internet Explorer and Outlook desktop windows and make sure through Task Manager there are no remaining Internet Explorer processes running.

If this issue only appears in Outlook desktop and clearing the cache via Internet Options does not help, try clearing it via F12 chooser (not applicable for Windows 7):

  1. Open Dynamics app in Outlook desktop

  2. Open IEChooser.exe in %WindowsFolder%\System32\F12 (example: C:\Windows\System32\F12)

  3. Click Dynamics 365

  4. Click the Network tab and then click the Clear cache button.

After following the steps above, reopen Outlook and the Dynamics 365 App for Outlook to see if the issue is resolved.

If you are using a Mac, refer to the following article:

https://docs.microsoft.com/office/dev/add-ins/testing/debug-office-add-ins-on-ipad-and-mac#clearing-the-office-applications-cache-on-a-mac

3. Other Known Issues

4. Opening a support case

If you are unable to resolve the issue and need help from Microsoft, include the following information to help solve your case as fast as possible:

a. Repro Steps

Provide detailed steps that result in the error.

b. Error Details

Include the details of any error message that appears. If the error includes a "Show more" option, copy and paste these details into the case.

c. Environment Details

Include information such as the version of the following components:

  • Outlook (ex. Office 2013 SP3)

  • Microsoft Exchange (ex. Exchange 2013 CU15 or Exchange Online)

  • Operating System (ex. Windows 10)

d. User Impact

Indicate if the issue occurs for all users or only certain users such as only users with a certain security role or only users with a certain version of Outlook.

 

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