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Dynamics 365 Mailbox - Incoming Emails Not Syncing (Outgoing OK)

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Posted on by RandikaP

Hello,
I'm encountering an issue with synchronizing incoming emails in Dynamics 365. I've configured the mailbox, and the test completed successfully. However, only outgoing emails are syncing properly. Incoming emails aren't appearing in CRM.

I'd appreciate any insights or suggestions on resolving this issue.
Thanks in advance for your assistance!

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Microsoft Dataverse with Power Apps

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MichaelFP 1,847 Super User 2025 Season 2 on at

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Did you check the alert on the left menu to see if there is any errors? Other point if you answer an e-mail send through the Dataverse, did you see the e-mail.

Other thing, are processing e-mail for all mailbox or only for the approved?

And check the user configuration if is marked to track all message or only from the contacts existing on the system
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Fubar 8,338 Super User 2025 Season 2 on at

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As per Michael;s response, If the mailbox has tested successfully for both incoming and outgoing, and there are no Alerts showing issues on the mailbox in dataverse, then it is most likely the individual users' settings (note: usually you do not want these set to track all - as users get upset when they start seeing their personal emails tracked in dataverse).

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RandikaP 6 on at

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Hi,
Thanks for your answer. I've configured everything correctly and did the same thing for another environment in the same tenant. It worked as expected there.
In this environment, I installed Microsoft Dynamics 365 App for Outlook, but it seems to be partially installed. This could be the issue since it's the only difference between the two environments.
Do you know how to uninstall this app?

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RandikaP 6 on at

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I did the same configurations for another environment in the same tenant and it worked as expected there.
In this environment, I installed Microsoft Dynamics 365 App for Outlook, but it seems to be partially installed. This could be the issue since it's the only difference between the two environments.

How can I uninstall this app from this environment?

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gulshankhurana 1,397 Moderator on at

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Hi @RandikaP

I would agree with @Fubar and @Michaelfp. I don't think the issue is related to Microsoft Dynamics 365 App for Outlook which seems partially installed. That is a separate issue which i have addressed in this post:
Solved: Re: Dynamics 365 app for outlook - Failing to inst... - Power Platform Community (microsoft.com)

Kind regards
Gulshan
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