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CRMSync Tool – doesn’t log emails

There are 2 possible reasons why CRMSync Tool does not log emails to the server:

1. When you email a file directly from an application like Word or Excel, or you use “Send To>Mail Recipient” from the folder context menu.

Take a look at your log.  Is it mostly showing sets of entries like this:

===============
2014-04-07T08:53:55:Connect.OnConnection (CRMtool Sync for Outlook Version: 1.2.8.1)
2014-04-07T08:53:55:Connect.OnConnection (Operating System: Microsoft Windows NT 6.1.7601 Service Pack 1 )
2014-04-07T08:53:55:Connect.OnConnection (Outlook Version: 14.0.0.7113 )
2014-04-07T08:53:55:Connect.OnConnection (Explorers.Count = 0)
2014-04-07T08:53:55:Connect.OnConnection (waiting appearance of first Explorer)
2014-04-07T08:53:55:InitSyncContext (initialized synchronization context)
===============

That happens when you email a file directly from an application like Word or Excel, or you use “Send To>Mail Recipient” from the folder context menu. That process doesn’t load the full Outlook UI, so the Send & Log button either doesn’t show up or doesn’t work. That’s a limitation of the Outlook architecture that supports the CRM Sync tool.

If you want to log the message you will need to either send it from Outlook originally or else open it up later, go into the Sent Items folder and use the tool to log emails that have already been sent.

2. The Email address is associated to multiple Records/Contacts in the server.

The CRM’s Send and Log feature syncs the email history to the record associated with the email address in a single instance. 

To log and sync email history to an email address associated with multiple contacts in the server, you need to enable the following features:

Filing Cabinet

  • Go to My Account Settings page
  • Click Other Settings tab
  • If a contact is not matched with an existing record during sync: Save contact to the filing cabinet

Email Access History

  • From the Admin banner menu tab > select  Logon Management page
  • Enable or check the “Email History Access” under Offline/Mobile Access Privileges
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