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Unable to track random emails in CRM 2013

Posted on 2014-12-03
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Last Modified: 2015-03-03
I'm having problems tracking random emails in CRM 2013.  when I click Track  right away it switch untrack  and if I open the email and click track what it tells me is :  

The requested record was not found or you do not have sufficient permissions to view it.


Thank you,
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Question by:Crossroads305
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Expert Comment

by:omgang
ID: 40478578
I recall seeing this issue some time ago (within the last year or so).  Are you running CRM on-premise or using CRM Online (Office 365)?  Is your Outlook CRM client the latest?  In our situation (CRM online) MS had updated CRM 2013 Online and we began seeing some issues with our Outlook CRM clients.  A later update to CRM 2013 Online and updating our clients to the latest versions resolved the issue.

OM Gang
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Author Comment

by:Crossroads305
ID: 40478909
I'm running CRM on premise and I do have my CRM outlook to the latest version I believe (SP1 Rollup 1)
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Expert Comment

by:omgang
ID: 40479040
Is your email configured as IMAP or something else?
OM Gang
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Expert Comment

by:omgang
ID: 40479045
Have you seen this KB? http://support.microsoft.com/kb/2897977
OM Gang
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Author Comment

by:Crossroads305
ID: 40479363
is configured as Active Sync.  I already checked that KB and still not working
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Expert Comment

by:omgang
ID: 40483172
Active Sync?  Are you running Outlook connected to an Exchange server?

Also, your original Q indicates the problem is with random email messages.  Are you able to track some but not others?  Are there other users that also use Outlook CRM client and don't have similar issue?

OM Gang
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Author Comment

by:Crossroads305
ID: 40486552
Yes I have Outlook connected to an Exchange Server.   Yes other users are having the same problem,  random emails and it is just getting worse everyday.

I tried with outlook 2010  because in one forum someone suggested that the issue might be related to outlook 2013, but we still have the same problem,  so we know for sure that is something related to CRM  2013.
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Accepted Solution

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Crossroads305 earned 0 total points
ID: 40633672
The solution was a check box in the CRM Outlook add-in settings
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Author Closing Comment

by:Crossroads305
ID: 40641442
We discovered the answer on our own after more trouble shooting.
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