Troubleshooting for Microsoft Dynamics 365

This article provides guidance for resolving common issues users may encounter with the Zoom integration in Microsoft Dynamics 365. Follow the steps outlined in each section to verify your configuration and resolve access, activity saving, or user search issues.

Learn more about configuring the updated Microsoft Dynamics 365 app and using Zoom Phone in the updated Microsoft Dynamics 365 integration.

How to troubleshoot for Microsoft Dynamics 365

Access the Zoom integration

If you are having issues accessing the Zoom integration with Microsoft Dynamics 365, use the following steps.

Note: When making any changes to these settings, ensure that users restart their browsers.

1. Select the following settings:
   • Your internet browser settings are configured to allow all cookies
   • The correct app and roles are selected in the Channel Integration Framework

Unable to save phone activities

1. Verify that the Zoom package is installed in Microsoft Dynamics 365 appsource.
2. Open the Sales Hub app page.
3. Access Advanced Setting then Solutions.
4. Confirm that Zoom Video for Dynamics 365 is installed.
   Note: If you need to reinstall the package, ensure that users restart their browsers to affect the update.

Unable to search for users’ phone numbers

1. Verify that the Microsoftdyn_ciLibrary js is loaded.
2. In the Chrome browser, open the Sales Hub app page.
3. Right-click the page and select Inspect to display the Chrome Web Inspector screen.
4. Click the Network tab and refresh the page.
5. Search for Microsoftdyn_ciLibrary and confirm it is loaded.
6. If you do not see the library, reinstall the Zoom for Dynamics 365 app.
   Note: If you need to reinstall the app, ensure that users restart their browsers to affect the update.

After making any changes to settings or reinstalling packages, ensure that users restart their browsers for the changes to take effect.