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Troubleshoot issues with emails

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This article helps you troubleshoot and resolve issues related to emails in Dynamics 365 Sales.

Issue 1: Email editor shows incorrect title in contextual email popup window

After upgrading to Dynamics 365 2020 release wave 2, the email editor shows incorrect title in contextual email popup window.

Cause

For out of the box email forms, the onload and onchange events are triggered that helps in updating email title and other attributes in the contextual email popup. If you have a custom email form or an unmanaged layer form, the onload and onchange events won't be available. Therefore, the email title is displayed incorrectly.

Resolution

To resolve this issue, you must add the onload and onchange events to the custom email forms.

  1. Create a new solution.

  2. Add the custom email form to the newly created solution.

  3. Export the solution.

  4. Add the following code in the form's XML:

    <events>
    <event name="onload" application="true" active="true">
        <InternalHandlers>
            <Handler functionName="Activities.Email.formOnload" libraryName="Activities/SystemLibraries/Email_main_system_library.js" handlerUniqueId="ecdfe4d8-d6d3-4d21-ab68-8ea75bb30a79" enabled="true" parameters="" passExecutionContext="true" />
            <Handler functionName="Activities.Email.NotifyPanelSubjectChange" libraryName="Activities/SystemLibraries/Email_main_system_library.js" handlerUniqueId="{706607A8-4424-4C9A-847A-602FC8035B48}" enabled="true" parameters="" passExecutionContext="true" solutionaction="Added"/>
        </InternalHandlers>
    </event>
    <event name="onchange" application="true" active="true" attribute="subject" solutionaction="Added">
        <Handlers>
            <Handler functionName="Activities.Email.NotifyPanelSubjectChange" libraryName="Activities/SystemLibraries/Email_main_system_library.js" handlerUniqueId="{706607A8-4424-4C9A-847A-602FC8035B48}" enabled="true" parameters="" passExecutionContext="true"/>
        </Handlers>
    </event>
</events>
<clientresources>
    <internalresources>
        <clientincludes>
            <internaljscriptfile src="$webresource:Activities/SystemLibraries/Email_main_system_library.js" />
        </clientincludes>
    </internalresources>
</clientresources>

  5. Import the solution.

Issue 2: Can't view untracked emails and meetings in auto capture

Auto capture doesn't show untracked emails and meetings for some or all users in an organization.

Cause

Starting from version 9.2.24031.00102, Dynamics 365 Sales follows the principle of least privilege access, which prevents users who have Conditional Access policies on their tenants from accessing untracked emails and meetings.

If a user can't see untracked emails and meetings, perform the following steps to verify whether the issue is caused by a Conditional Access policy.

  1. Sign in to the Microsoft Entra admin center as at least a Conditional Access administrator.

  2. Go to Identity > Monitoring & health > Sign-in logs.

  3. Switch to the User sign-ins (non-interactive) tab and add the following filters:

    • Application contains Dataverse
    • Resource contains Microsoft Graph
    • Status equals Failure

    If some results are returned for the affected users, the issue is due to a Conditional Access policy.

Workaround

There's no resolution available for this issue as it's the expected behavior. As an alternative, users can use Microsoft Copilot for Sales in Outlook to record individual activities, or use server-side synchronization to track all emails and meetings automatically.