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Tracking that isn't working usually has one of four causes. This guide addresses them in the order that resolves the most cases the fastest.
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.
A user who recently changed roles or departments may have lost access without anyone realizing that it affected Outlook.
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.
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.
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.
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.
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