Unable to track random emails in CRM 2013

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,

Microsoft ApplicationsMicrosoft Dynamics

Last Comment

Crossroads305

8/22/2022 - Mon

omgang

12/3/2014

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

Crossroads305

12/3/2014

ASKER

I'm running CRM on premise and I do have my CRM outlook to the latest version I believe (SP1 Rollup 1)

omgang

12/3/2014

Is your email configured as IMAP or something else?
OM Gang

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omgang

12/3/2014

Have you seen this KB? http://support.microsoft.com/kb/2897977
OM Gang

Crossroads305

12/3/2014

ASKER

is configured as Active Sync. I already checked that KB and still not working

omgang

12/5/2014

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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Crossroads305

12/8/2014

ASKER

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.

ASKER CERTIFIED SOLUTION

Crossroads305

2/26/2015

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Crossroads305

3/3/2015

ASKER

We discovered the answer on our own after more trouble shooting.