Merge pull request #8333 from MicrosoftDocs/merge-and-improve

AB#4130, AB#4134: Update error-when-opening-365-app-outlook.md

Author: lucciz01

.openpublishing.redirection.json

@@ -12880,6 +12880,10 @@
       "source_path": "support/power-platform/dataverse/d365-app-outlook/error-when-installing-crm-2016-outlook.md",
       "redirect_url": "/previous-versions/troubleshoot/dynamics/crm/error-when-installing-crm-2016-outlook"
     },
+    {
+      "source_path": "support/power-platform/dataverse/d365-app-outlook/we-cannot-load-this-app.md",
+      "redirect_url": "/troubleshoot/power-platform/dataverse/d365-app-outlook/error-when-opening-365-app-outlook"
+    },   
     {
       "source_path": "support/power-platform/dataverse/d365-app-outlook/error-incomingemailrejected-install-dynamics-365-app-outlook.md",
       "redirect_url": "/troubleshoot/power-platform/dataverse/d365-app-outlook/error-install-dynamics-365-app-outlook"

support/power-platform/dataverse/d365-app-outlook/error-when-opening-365-app-outlook.md

@@ -1,60 +1,73 @@
 ---
-title: Error when opening 365 App for Outlook
-description: Provides a solution to an error that occurs when you try to open the App for Outlook.
+title: Error When Opening 365 App for Outlook
+description: Solves the can't load this app error that occurs when you try to open the Dynamics 365 App for Outlook.
 ms.reviewer: 
-ms.topic: troubleshooting
-ms.date: 03/31/2021
+ms.date: 03/12/2025
 ms.custom: sap:Dynamics 365 App for Outlook Add-In
 ---
-# We can't load this app because your email account isn't configured with Dynamics 365 server-side sync for appointments, contacts, and tasks error occurs in Microsoft Dynamics 365 App for Outlook
+# "We can't load this app because your email account isn't configured with Dynamics 365 server-side sync" error
 
-This article provides a solution to an error that occurs when you try to open the Dynamics 365 App for Outlook.
+This article provides detailed steps to resolve an error that occurs when you try to open the [Dynamics 365 App for Outlook](/dynamics365/outlook-app/overview).
 
 _Applies to:_   Dynamics 365 App for Outlook  
-_Original KB number:_   4469522
+_Original KB number:_   4469522, 4469513
 
 ## Symptoms
 
-When attempting to open the Dynamics 365 App for Outlook, you receive the following error:
+When you try to open the Dynamics 365 App for Outlook, you receive one of the following error messages:
 
-> "We're sorry  
-We can't load this app because your email account isn't configured with Dynamics 365 server-side sync for appointments, contacts, and tasks. Ask your system administrator to set up server-side sync for appointments, contacts, and tasks."
+### Error 1
 
-If you select **Show more**, you see more details such as the following message:
+> We're sorry  
+> We can't load this app because your email account isn't configured with Dynamics 365 server-side sync for appointments, contacts, and tasks. Ask your system administrator to set up server-side sync for appointments, contacts, and tasks.
 
-> "Error: Email account isn't configured with server-side sync for appointments, contacts, and tasks Trace: Error: Email account isn't configured with server-side sync for appointments, contacts, and tasks"
+If you select **Show more**, you see the following error message:
+
+> Error: Email account isn't configured with server-side sync for appointments, contacts, and tasks Trace: Error: Email account isn't configured with server-side sync for appointments, contacts, and tasks.
+
+### Error 2
+
+> We're sorry  
+> We can't load this app because your email account isn't configured with Dynamics 365 server-side sync for incoming email. Ask your system administrator to set up server-side sync for incoming email.
+
+If you select **Show more**, you see the following error message:
+
+> Error: Email account isn't configured with server-side synchronization for incoming email Trace: Error: Email account isn't configured with server-side synchronization for incoming email.
 
 ## Cause
 
-The Dynamics 365 App for Outlook requires Server-Side Synchronization to be enabled for your mailbox. This error occurs when your mailbox in Dynamics 365 isn't enabled for synchronization of Appointments, Contacts, and Tasks using [Server-Side Synchronization](/power-platform/admin/set-up-server-side-synchronization-of-email-appointments-contacts-and-tasks)
+The Dynamics 365 App for Outlook requires [server-side synchronization](/power-platform/admin/set-up-server-side-synchronization-of-email-appointments-contacts-and-tasks) to be enabled for your mailbox. This error occurs when your mailbox in Dynamics 365 isn't enabled for synchronization of appointments, contacts, tasks, or incoming emails using server-side synchronization.
 
 > [!NOTE]
-> Your mailbox may have had Server-Side Synchronization configured correctly before. However, if the status of your mailbox in Dynamics 365 changes later to a failure status, you would receive this error until the mailbox is correctly configured and enabled again.
+> Your mailbox needs to have server-side synchronization configured correctly before the Dynamics 365 App for Outlook can be deployed to your mailbox. However, if the status of your mailbox in Dynamics 365 changes later to a failure status, you will receive this error until the mailbox is correctly configured and enabled again.
 
 ## Resolution
 
-Verify your mailbox is enabled for incoming email with Server-Side Synchronization.
+Verify your mailbox is enabled for server-side synchronization:
 
-1. Access Dynamics 365 as a user with the System Administrator role.
+1. Sign in to Dynamics 365 as a user with the System Administrator role.
 2. Navigate to **Settings** and then select **Email Configuration**.
 3. Select **Mailboxes** and then change the view to **Active Mailboxes**.
 4. Locate and open the mailbox record for the user meeting the error.
-5. Verify the **Appointments, Contacts, and Tasks** option is set to **Server-Side Synchronization or Email Router**.
-6. If the **Appointments, Contacts, and Tasks Status**  doesn't already show as **Success**, select **Test & Enable Mailbox** and make sure to select the checkbox that appears in the dialog.
-7. If the mailbox tests don't succeed, review the messages in the **Alerts** section. If an alert includes a Learn More link, select this link for more details. If you continue to see failures after selecting **Test & Enable Mailbox**, see [Failure after clicking Test & Enable Mailbox in Dynamics 365](https://support.microsoft.com/help/4091246) for more guidance.
-8. After the mailbox shows Success for Appointments, Contacts, and Tasks Status, close and reopen Outlook. Then try to open the Dynamics 365 App for Outlook again.
-9. If this message continues to appear after the mailbox is successfully Tested & Enabled and you closed and reopened Outlook, it could occur if the user is a member of multiple Dynamics 365 instances and the app was deployed from some other instance where the mailbox isn't Tested & Enabled.
+
+5. Depending on the error message, verify that the **Incoming Email** or **Appointments, Contacts, and Tasks** option is set to **Server-Side Synchronization or Email Router**.
+
+6. If the **Incoming Email Status** or **Appointments, Contacts, and Tasks Status** isn't shown as  **Success**, select **Test & Enable Mailbox** and make sure to select the checkbox that appears in the dialog.
+
+7. If the mailbox tests don't succeed, review the messages in the **Alerts** section. If an alert includes a **Learn More** link, select this link for more details.
+
+8. After **Incoming Email Status** or **Appointments, Contacts, and Tasks Status** is shown as **Success**, close and reopen Outlook. Then, try to reopen the Dynamics 365 App for Outlook.
 
 ## More information
 
-If this message continues to appear after the mailbox is successfully Tested & Enabled and you closed and reopened Outlook, it could occur if the user is a member of multiple Dynamics 365 instances and the app was deployed from some other instance where the mailbox isn't Tested & Enabled.
+If this message still appears after successfully testing and enabling the mailbox and reopening Outlook, it might be because the user is a member of multiple Dynamics 365 instances, and the app might have been deployed from an instance where the mailbox isn't tested and enabled."
 
-Example: Your organization has multiple Dynamics 365 instances such as an instance for production (Instance A) and another for testing (Instance B). If you enabled the mailbox for Server-Side Sync in Instance A but are still seeing this message, it could be because the app was last deployed to this user's Exchange mailbox from Instance B.
+For example, your organization might have multiple Dynamics 365 instances, such as an instance for production (instance A) and another for testing (instance B). If you enable the mailbox for server-side synchronization in instance A, you might still receive this message if the app was last deployed to this user's Exchange mailbox from instance B.
 
-If it may be the cause, follow these steps:
+To solve this issue:
 
-1. Open the web application for instance that the user will be using for their connection to Dynamics 365.
+1. Open the web application for the instance that the user will be using for their connection to Dynamics 365.
 2. Navigate to **Settings** area and select **Dynamics 365 App for Outlook**.
 3. Select the user from the **All Eligible Users** list.
 4. Select the **Add App to Outlook** button.
-5. The Status should switch to **Pending**. In about 15 minutes, the app should be redeployed to this user's mailbox and be connected to this instance.
+5. The **Status** should switch to **Pending**. In about 15 minutes, the app should be redeployed to the user's mailbox and connected to the correct instance.

support/power-platform/dataverse/d365-app-outlook/we-cannot-load-this-app.md

@@ -32,14 +32,10 @@
       href: d365-app-outlook/trying-to-access-dynamics-365-app-for-outlook-from-email-do-not-recognize-error.md
     - name: Can't connect to Exchange message
       href: d365-app-outlook/cannot-connect-to-exchange-message-when-using-dynamics-365-app-for-outlook.md
-    - name: Can't load this app because email account isn't configured
-      href: d365-app-outlook/we-cannot-load-this-app.md
     - name: Dynamics 365 App for Outlook is missing from the navigation pane
       href: d365-app-outlook/dynamics-365-app-for-outlook-is-missing.md
     - name: Email or appointment tracked by App for Outlook shows as Track pending
       href: d365-app-outlook/emails-tracked-by-dynamics-365-app-for-outlook-show-track-pending.md
-    - name: Error in App for Outlook
-      href: d365-app-outlook/error-when-opening-365-app-outlook.md
     - name: Errors when opening Dynamics 365 App for Outlook
       href: d365-app-outlook/errors-when-opening-365-app-outlook.md
     - name: Experience without Server-Side Synchronization
@@ -64,6 +60,8 @@
       href: d365-app-outlook/buttons-such-as-track-and-set-regarding-are-missing.md
     - name: We're unable to connect to your server
       href: d365-app-outlook/we-are-unable-to-connect-to-your-dynamics-365-app-for-outlook-error.md
+    - name: We can't load this app error when opening Dynamics 365 App for Outlook
+      href: d365-app-outlook/error-when-opening-365-app-outlook.md
     - name: You don't have required role or privilege
       href: d365-app-outlook/you-do-not-have-required-role-privilege.md
     - name: You don't have the required role or privilege to complete this action