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Troubleshooting: Microsoft Office Outlook Integration and Synchronization

Microsoft Dynamics Nav 2009

This topic lists some common problems that can arise when using the Microsoft Office Outlook Add-in.

You may need to test and try out multiple installations and configurations of the Microsoft Dynamics NAV Synchronization Add-in.

To ensure that you are starting from a clean installation, you should delete the following files from your computer before starting a new setup:

  • Microsoft Dynamics NAV 2009 —Storage of what has been synchronized and setup in the add-in: C:\Users\<user name>\AppData\Local\Isolated storage.

  • Microsoft Dynamics NAV 2009, SP1 — Storage of what has been synchronized and setup in the add-in:C:\Users\<user name>\AppData\Local\Microsoft Dynamics NAV\OutlookSynch\settings.xml

  • RoleTailored client setup: C:\Users\<user name>\AppData\Roaming\Microsoft\Microsoft Dynamics NAV\personalizationStore.xml.

By default, the change log is activated. However, you may want to verify that the activation is valid. An example of when you may need to do this is when no Contacts or To-Dos are synchronized when Outlook Synchronization is run.

To verify the Change Log Setup setting

  1. In the navigation pane, click Departments, click Administration, click IT Administration, click General, and then click Change Log Setup.

  2. Verify that the Change Log Activated is selected.

  3. To validate specific Change Log Setup settings, in the Edit Change Log Setup window, click Related Information, point to Setup, and then click Tables.

  4. The default change log setup contains information for the Salesperson/Purchaser, Contact, and To-do tables. You can make additional modifications.

You may receive the following message when setting up Outlook integration with Microsoft Dynamics NAV:

The server has requested to run Microsoft.Dynamics.NAV.OLSync.OLSyncSupplier.OutlookObjectLibrary on your client.

To complete installation of the Microsoft Dynamics NAV Synchronization Add-in, select the Always Allow option.

Setting conditions for the TASK and APP entities is required. Meetings and tasks need a Meeting Organizer or Task Owner, so you must create a condition.

To configure conditions

  1. In the navigation pane, click Departments, click Administration, click Application Setup, click Microsoft Outlook Integration, and then click Outlook Synch. User Setup.

  2. Select the line with the APP entity, and then click in the Condition field.

  3. In the Outlook Synch. Filters -Condition window, in the Field Name field, select Salesperson Code. In the Value field, add the code for the salesperson.

  4. Repeat these steps for the TASK entity.

Otherwise, setting conditions is not mandatory, but you should do it to prevent mass data transfer to a local mailbox or a Public Folder. In large environments with hundreds of contacts, it may be necessary to set conditions to limit the data that is to be synchronized to every salesperson who has a mailbox that is configured for Outlook synchronization.

If there are no conditions set for the contacts entities, then you may get a message to look at the debug log. This is due to a security setting on the Exchange Server. If a large set of data is synchronized to Exchange Server (first trigger is set to 250 objects), then Exchange Server logs an error in the event log file and does not allow you to add the data to the mailbox:

Closing Mapi session "/o=First Organization/ou=First Administrative Group/cn=Recipients/cn=XY" because it exceeded the maximum of 250 objects of type "objtMessage

To work around this limitation, you can adjust the registry based on the objects that can be found in the 9646 event ID in the application event log file on the Exchange Server. Once you have completed setting conditions, you may need to register the changes in the change log, but only if you have made changes to the default configuration in the Outlook Synch. Entities window. The changes are registered in the following order in the change log: CONT_SP, CONT_COMP, CONT_PERS, TASK, and APP entity.

For more information, see the following articles:

You may receive the following message:

An Error has occurred during the synchronization process. You can find the error details in the log file

The location of this log file depends on the operating system that you are using. You can find the path to the file by looking in the Outlook.exe.config file: c:\Program Files\Microsoft Office\Office<version number 11 or 12>\Outlook.exe.config.

NoteNote

The amount of information that is logged in the log file can be changed to show more detailed information by modifying the Outlook.exe.config file. For more information, see Knowledge Base article 944237: How to enable the log file mode for the Outlook Synchronization feature in Microsoft Dynamics NAV 5.0 (requires PartnerSource login).

Synchronizing large amounts of data may cause issues with the connection through the application server and Web services.

The application server may time out if the amount of data is too large. One way to allow a full synchronization is to change the timeout setting in the Outlook.exe configuration file: c:\Program Files\Microsoft Office\Office<version number 11 or 12>\Outlook.exe.config.

<add key="SynchronizationTimeOutSec" value="120"></add>

If you are synchronizing using the Web services connection, the maximum size of the Web service can be changed. You can configure the maximum permitted size of a Web Services request in the CustomSettings.config file.

<!--  Maximum permitted size of a Web Services request, in kilobytes-->
<add key="WebServicesMaxMsgSize" value="512"></add>

However, you should not regularly synchronize large sets of data, although it may be appropriate to do so during initial setup. Instead, we recommend that you change the Web service size back to an appropriate level after a full synchronization.

When selecting a company, you may receive a message that is similar to one of the following messages:

  • The connection to "" Microsoft Dynamics NAV database failed. The program returned the following error: GetCompaniesList error: The login failed when connecting to SQL Server <DatabaseTier>. connection string: NavSynchronizationUrl=http://<ServiceTier>:7047/DynamicsNAV/WS/Codeunit/DynamicsNAVsynchOutlook;CompanyName=<CompanyName>; Please verify your synchronization settings. If the problem persists contact your system administrator.

  • The connection to "" Microsoft Dynamics NAV database failed. The program returned the following error:GetCompaniesList error: The request failed with HTTP status 401: Unauthorized. connection string: NavSynchronizationUrl=http://<ServiceTier>:7047/DynamicsNAV/WS/Codeunit/DynamicsNAVsynchOutlook;CompanyName=<CompanyName>; Please verify your synchronization settings. If the problem persists contact your system administrator.

In the message, <DatabaseTier> is the server name of the SQL Server, <ServiceTier> is the server name of the Microsoft Dynamics NAV Server, and <CompanyName> is the company name.

These errors can occur if Microsoft Dynamics NAV Web services are not set up with the correct SPNs and delegation information. They can also occur if the Web Service path is not set correctly in the Connection tab. For more information, see Walkthrough: Installing the Three Tiers on Three Computers. Also see the following blog post: NAV 2009 Web Services on a three machine setup.

When you add and configure a new user Outlook profile in an environment other than Microsoft Exchange and are working with the TASK entity, ensure that the name of the Active Directory user (Full name) or name of the Mailbox owner matches the Salesperson as configured on the Salesperson/Purchaser card.

Otherwise, you may receive this message:

The error occurred while setting the Owner property of the item: Task owner can be set to XXX only

After you reinstall the Microsoft Office Outlook Add-in, the Microsoft Dynamics NAV Synchronization toolbar may not appear in Outlook, even though the toolbar is selected in the list of available toolbars from the View menu. This happens because the previous version of the add-in was still running during reinstallation.

To display the Microsoft Dynamics NAV Synchronization toolbar

  1. In Outlook, on the Tools menu, click Trust Center, click Add-ins, and then select the Apply macro security settings to installed add-ins check box.

  2. In the Manage box, verify that COM Add-ins is selected, and then click Go.

  3. If the Microsoft Dynamics NAV Synchronization Add-in is selected, clear the check box and click OK.

  4. On the Tools menu, click Trust Center, click Add-ins, and then clear the Apply macro security settings to installed add-ins check box.

  5. In the Manage box, verify that COM Add-ins is selected, and then click Go.

  6. Select the Microsoft Dynamics NAV Synchronization Add-in check box, and then click OK.

We recommend that you enable the Show Synchronization Progress option in Outlook so that a user knows when synchronization is taking place. This helps a user avoid getting an error because of the user closing Outlook when synchronization is occurring.

To set rules for synchronization

  1. In Outlook, on the Microsoft Dynamics NAV Synchronization toolbar, click Settings.

  2. On the General tab, select Show synchronization progress and Show synchronization summary.

When you use localized versions of Microsoft Dynamics NAV, there are additional strategies that you must take to ensure successful implementation of the Microsoft Outlook integration. You must log on as the dedicated user account that is configured for the NAS service and configure the computer's regional options to match the language of the Classic client.

Aligning System Text Files and License Files

When you use a localized version of Microsoft Dynamics NAV, some actions are required to align the version and country codes that are specified in the license (.flf) and system text (.stx) files of the Classic client, Application Server, and Outlook Add-in with the localization that is being used.

NoteImportant

When you install Outlook Synchronization Update, the described alignment must be performed only after you have imported and compiled the Outlook Synchronization Update objects.

For details on installing the Outlook Synchronization Update, see the (requires PartnerSource login). In the appendix, see "Installing Outlook Synchronization Update."

After you have installed the Classic Client, Application Server, and Outlook Add-in, the .flf and .stx files have the following version and country codes. The table is based on the example of installing Microsoft Dynamics 2009 for Germany.

Cronus.flf fin.flf fin.stx

Classic

DE

Not applicable

Version W1, Country Code DE

Classic\DEU

Not applicable

Not applicable

Version DE, Country Code DE

Application Server

W1

Not applicable

Version W1, Country Code W1

OutlookAddin

Not applicable

W1

Version W1, Country Code W1

To align the version and country codes that are specified in the license (.flf) and system text (.stx) files with the localization used

  1. Copy fin.stx from the Classic\<language code> folder to the Application Server and OutlookAddin folders.

  2. Copy Cronus.flf from the Classic folder to the Application Server folder.

  3. Copy Cronus.flf from the Classic folder to the OutlookAddin folder.

  4. In the OutlookAddin folder, delete the fin.flf file.

With these changes, the correct license and system text files are located as follows:

Cronus.flf fin.flf fin.stx

Classic

DE

Not applicable

Version W1, Country Code DE

Classic\DEU

Not applicable

Not applicable

Version DE, Country Code DE

Application Server

DE

Not applicable

Version DE, Country Code DE

OutlookAddin

DE

Not applicable

Version DE, Country Code DE

Configuring the User with the Required Outlook Synch Entities

Next, to continue configuration of Outlook Synch User Setup, check the APP and TASK entities in a localized release of Microsoft Dynamics NAV 2009, because the Links value under Outlook Collection may contain a translated value, such as “Koppelingen” in the Dutch version of Microsoft Dynamics NAV 2009. This value must be updated.

To configure the Outlook Collections correctly for the TASK and APP entity

  1. Click Administration, click Application Setup, click Microsoft Office Outlook Integration, and then click Outlook Synch. Entities.

  2. Double-click the APP entity to open it for editing.

  3. Select the field with the translated value for “Links,” and then open it.

  4. In Outlook Synch. Lookup Names, select Links, and then click OK.

  5. Double-click the TASK entity to open it for editing.

  6. Select the field with the translated value for “Links,” and then open it.

  7. In the Outlook Synch. Lookup Names window, select Links, and then click OK.

For additional information on the setup and configuration of the Microsoft Dynamics Synchronization Add-in, see the product Help. You can search for the topic "Set Up Outlook Synchronization" as a starting point. In addition, you can see the Outlook Integration Installation & Setup Technical White Paper (requires PartnerSource login). Although the paper describes installation for Microsoft Dynamics NAV 5.0, much of the information applies to Microsoft Dynamics NAV 2009. Last, you can also find troubleshooting advice in the following blog: NAV Developer's Blog.

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