Dynamics 365 Email Tracking Not Working
                     Dynamics 365 Email Tracking Not Working
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What is Dynamics 365?
Microsoft Dynamics 365 is a suite of AI-powered, cloud-
based business applications that combines Customer 
Relationship Management (CRM) and Enterprise Resource 
Planning (ERP) functionalities, helping businesses manage 
sales, service, marketing, finance, and operations from a 
single, connected platform to improve efficiency and 
customer engagement.
What is Email tracking in Dynamics 365?
Email tracking in Dynamics 365 links Outlook 
emails to CRM records (like Contacts, Accounts, 
Opportunities) by saving them as activities, 
creating a centralized communication history for 
better context, productivity, and customer 
experience, using methods like the Outlook Add-
in/App.
Symptoms of Dynamics 365 Email Tracking Not Working
Symptoms of failed Dynamics 365 email tracking include 
the "Track and Set Regarding" options being disabled or 
missing in the Outlook App, emails showing as "Track 
Pending" indefinitely, attachments missing (replaced by 
"ATP Scan in Progress"), or emails not appearing in 
Dynamics 365 at all, often pointing to inactive Server-Side 
Sync, incorrect user settings, or conflicts with Office 365 
security features like Safe Attachments. 
What to Do if Dynamics 365 Email Tracking Not Working
● Check Server-Side Sync: Verify mailbox status and test settings in 
Dynamics 365.
● Review Defender Settings: Adjust Safe Attachments policies if 
attachments are the issue.
● Verify Mailbox Configuration: Ensure the user's email address is correct 
and the mailbox is active.
● Adjust Tracking Rules: Modify personal options or routing rules to 
capture more emails.
Underlying Causes of Dynamics 365 Email Tracking Not Working
● Inactive Server-Side Synchronization: The core sync engine isn't running for 
the user's mailbox.
● Inactive Mailbox: The mailbox status in Dynamics 365 is marked as inactive.
● Microsoft Defender for Office 365 (Safe Attachments): Dynamic Delivery 
settings can cause a delay or miss the original attachment before sync.
● User & Queue Conflicts: An email sent to one address might be intercepted 
by a queue that accepts all emails, overriding user settings.
● Incorrect Personal Options: User settings might be too restrictive, preventing 
tracking. 
Conclusion
Dynamics 365 email tracking issues usually stem from 
misconfigured server profiles, mailbox settings, security roles, or 
email filtering rules, requiring checks in Settings > Email 
Configuration for Mailboxes (Server-Side Sync success/alerts), 
Email Server Profiles (correlation settings), and App Designer 
(dashboard enabled), ensuring correct user association and 
synchronized email addresses, as solutions involve enabling 
settings, clearing caches, and testing mailboxes until errors are 
resolved in the Alert section.