How do you troubleshoot email tracking that isn't working?

Required tools

• Administrator access — You must be able to view mailbox status and synchronization errors.

Check the most common things first

1. 1.View the mailbox status and latest test

   Always start here. A mailbox that has not been approved or that failed the test accounts for almost all tracking issues. The error message from the test usually points directly to the cause.

2. 2.Check the license and security role

   A user who recently changed roles or departments may have lost access without anyone realizing that it affected Outlook.

3. 3.Check whether it affects one user or everyone

   If only one user is affected, the cause lies with that user—their mailbox, license, role, or client. If everyone is affected, check the organization settings or a recent change.

Explore in greater depth

1. 4.Check for synchronization errors

   Dynamics 365 logs synchronization errors for each mailbox. There you can see whether there is an Exchange access error, a timeout, or an issue with the item itself.

2. 5.Check that the entry exists and is available

   An email cannot be linked to a record that the user does not have access to. This results in a confusing error because everything else appears to be correct.

3. 6.Ask the user to restart Outlook

   Simple and underrated. An add-on that has been left open for days can lose its connection, and a full restart resolves a surprisingly large proportion of cases.