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Outlook Add In "Can't connect to exchange" Delegated inbox

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Posted on by Dextoaar

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Recently users have let me know they are unable to access the dynamics add-in for a shared mailbox. There have been no changes made from our end and I am struggling to understand what might be happening. The add in is working outside of this delegated inbox.

This is the error that is happening. Does anyone have any thoughts on what I should be looking at to troubleshoot?

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Governance & administering

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ChrisPiasecki 6,422 Most Valuable Professional on at

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Hi @dextoar,

Have you ran through the steps outlined in the below guide? There is some delegation permissions required to be set on the Exchange side, and then delegation has to be enabled on an environment via the TrackAppointmentsFromNonOrganizer and DelegateAccessEnabled OrgDbSetting.

https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access

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Dextoaar 146 on at

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I appreciate the response. I have run through this page when first setting this up and then verified everything is enabled still when the issue started. For clarity this was working for multiple months and then stopped recently this past friday.

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ChrisPiasecki 6,422 Most Valuable Professional on at

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Hi @dextoar,

Understood. Can you go into the Mailbox settings for the environment in the Power Platform admin center and try to Test & Enable the mailbox? Incoming email test should be successful for the mailbox in order to work. You should be able to open up the dialog for that mailbox and see details if the test occurs.

How to deploy Dynamics 365 App for Outlook | Microsoft Learn

You can also try running diagnostics via the Outlook Checker.

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Dextoaar 146 on at

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Thanks Chris. I have reneabled the mailbox and done the checker. Everything looks good but I still get a can't connect to exchange error.

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Jobbie 18 on at

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Since Monday, I have also been experiencing this problem and have not been able to find a solution yet.
Are there people who have found the solution in the meantime?

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PL-02051432-0 7 on at

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We have the same problem since last week.
Only with Delegated inbox.
In french... "Impossible de se connecter à Exchange".

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Dextoaar 146 on at

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Thanks for letting me know. I have a support case with Microsoft open and will provide any updates here if I have them.

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NBeesley 3 on at

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Just to add to this thread we are also experiencing this issue. Only for a delegated inbox - set regarding works fine for the user but delegated users get the "Can't Connect to Exchange" error. All other Set Regarding etc working fine.

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Jobbie 18 on at

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Hi All,

I missed the following in the help section of Power Platform admin center under Known issues.
The workaround doesn't really apply to us.

Problem
Users can't use the delegate access feature in the Dynamics 365 app for Outlook. When User A attempts to track items on User B's Exchange mailbox using delegate tracking through Dynamics App for Outlook, it will fail with "Can't connect to Exchange".

Workaround
Category Tracking workaround for this scenario:
Category tracking still works from a delegate tracking scenario, but the problem is that records created by it will have a null regarding value. Once the item is in Dynamics, a user will need to set the correct regarding value to ensure visibility to other users with access to that regarding record.

User A identifies an Exchange item within User B's mailbox that needs to be tracked into Dynamics 365
User A records the subject of the Exchange item for use later
User A right clicks on the item, selects "Categorize" and clicks on the option "Tracked to Dynamics 365".
Wait for Server-Side Synchronization to connect to the mailbox on its regular connection cycle (can be up to 5 minutes for email messages/ 15 minutes for Appointments).
User A uses search/ advanced find to locate the record based on the subject from step 2.
User A opens record, navigates to the “Regarding” field on the form, and selects the appropriate regarding record within Dynamics.
Engineering team is actively engaged and working on a code fix.

Created On: 1/24/2024
Status: Resolved
Issue ID: 3793949

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ChrisPiasecki 6,422 Most Valuable Professional on at

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Thanks for sharing @NBeesley. Hopefully they fix it soon. I would say a workaround in the meantime would be to copy/forward the email to your individual mail box and track from there. Not ideal as emails are sprawled across several mailboxes now, but at least it would be tracked in Dataverse.

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