Microsoft Dynamics 365 | Reset App for Outlook

If you’re having an issue with the Microsoft Dynamics 365 App for Outlook where it is showing an error, no longer tracking or able to set regarding then try the following solutions to resolve the issue.

Solution 1: Reset browser cache for Internet Explorer

Dynamics 365 App for Outlook uses the settings from Internet Explorer. Refreshing the browser cache clears out any old or incorrect settings that may be causing the Dynamics 365 App for Outlook to error out.

In internet explorer, click on the gear in the upper, right-hand corner and “Internet options”

In the General tab, click the “Delete…” button

In the Delete Browsing History window, make sure the below items are checked and click “Delete”

Click “Apply” and “OK”

Restart Outlook

Solution 2: Check mailbox configuration in Dynamics 365

Confirm that the affected user has the proper mailbox configuration settings to use the Dynamics 365 App for Outlook.

In CRM, navigate to Settings > Email Configuration > Mailboxes

Open the mailbox of the affected user and check the synchronization method is set to “Server-Side Synchronization or Email Router” for:

Incoming Email

Outgoing Email

Appointments, Contacts, and Tasks

Click the “Test & Enable” button, check the checkbox, and click “OK”; you’re looking for “Success” status for:

Incoming Email Status

Outgoing Email Status

Appointments, Contacts, and Tasks Status

Navigate to Settings > Dynamics 365 App for Outlook

Select the affected user and click the “Add App to Outlook” button

Status will read “Pending” while adding

When the Status updates to “Added to Outlook”, restart Outlook

Kelsey Mamaradlo, Dynamics 365 Lead Consultant

Visit us at or just pick up the phone and call 562.988.3451.