Microsoft Dynamics 365 - Service Update 162 Release Notes

Service Update 162 for Microsoft Dynamics 365 9.1.0 is now available. This article describes the hotfixes and updates that are included in Service Update 162.


Note: Service Update naming convention has been revised to clarify the link between the version number and Service Update number. For example, Service Update 150 will now correspond to version number 150xx. Occasionally a Service Update will be canceled and all associated fixes will be rolled into a subsequent Service Update. For this reason, Service Update numbers may not always increase incrementally.

Update package Version number
Service Update 162 for Microsoft Dynamics 365 9.1.0 9.1.0000.16251

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Click the gear icon in the upper-right corner, and then click About.

An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

Service Update 162 resolves the following issues:

Repaired Functionality

The following list details issues whose resolutions repair items in Dynamics that are not functioning.

Business Process and Analytics

  • Screen reader did not read the "Select Contact" label.

Knowledge Management

  • Creating a new timeline entry redirected to a blank page.*
  • Updated the description for the "Save Record" empty wall scenario.*
  • Non-visual desktop access narrator did not announce results of "@" mentions or hashtags.*
  • Labels in the Activity Timeline included an incorrect translation in the French language.
  • Inline images with a CID source may have not rendered.
  • Notes created in the Timeline did not prompt saving upon exit.


  • The screen reader did not read some emails.
  • Users would not be able to see e-mails being tracked in Outlook.
  • Updating extended properties fails during Email Track of a sent item.

Platform Services

  • Category tracking for mailboxes could not be disabled.
  • Duplicate queue items were created when ‘AutoRouteToOwnerQueue’ was enabled or when a queued mailbox receiveed an email.*
  • Managed solutions could not be uninstalled if they contained views that were marked as deleted on the active layer.
  • The email tracking token in the subject of emails sent from realtime workflows was incorrect.*


  • Qualify Lead calls were missing the "middlename" value.*
  • The screen reader gave incorrect column counts upon resizing the page to 200%.


  • Users will see different record counts in tile view and stream view.
  • Narrator is not reading the subject drop down in customer summary, while in read only mode.*
  • Neglected Cases header would show incorrect information.*

Unified Interface

  • The icons from custom entities were missing.
  • After autosaving or reloading in an editable grid after navigating through multiple pages, the grid would load the previous page.
  • Results section of Image search for Mail Entity templates were not displaying any image selection, filters by keyword, or the "Upload" button.*
  • User owned entities could not be modified or removed from the Dashboard by system administrators.*
  • OfflineSyncButton Control was missing language localization.
  • Calendar displayed incorrect language when filted by date/time.
  • The save option may have deisplayed twice when creating records from quick create or command bar on mobile devices.
  • On multiple records page in Dynamics 365 Field Service (Dev) app, the close icon “x” was not functional.
  • Save as Draft command showed for Sent appointments.
  • Users cannot see "Global Commands" after clicking on vertical ellipsis icon in the header.
  • The command bar button blocked the lost connectivity message on Android.
  • Editing options were not visible when attempting to edit multiple fields in grid view.
  • Long list card names in the 'My Active Cases' were not completely visible.
  • Invalid command bar buttons were not hidden from user interface.
  • The email command bar was not loading in offline mode.
  • The view for editable subgrids would not automatically expand when a new record was added.*
  • Business Process Flow names were not localized to the user's language preferences in the Switch Process dialog.*
  • Customer Assets, Work Orders, and Linked Work Orders entity icons are not displayed when accessing offline.
  • Custom format changes did not comply with custom format settings.*
  • Saving a created filter caused issues with downloading offline updates.
  • The keyboard focus landed on invisible, non-interactive content in the Active Cases grid.
  • Completed and open appointments were not accessible from Grid view on mobile.
  • Sitemap icons would fail to load in offline mode.*
  • Timeline could not be accessed in offline mode immediately after an offline database was created.*
  • An alert dialog box would reappear after closing in an opportunity entity.*
  • Charts export would not display properly when the file content contained characters outside ‘Latin1’ range.*
  • The application button was not fully displayed in Converged Powerapps Player, Field service, and Sale Standalone apps when the language was set to Spanish.
  • When creating an activity in a trace log, upon saving a notification message appeared in an incorrect language.
  • The view selector drop-down menu was not visible within the "Active Sync Errors" grid in the Android mobile app.
  • Opportunities’ currency field for would revert to the default currency when synced offline.*
  • Unresolved emails were not appearing in mobile offline mode.
  • Grids would not retry remote data requests made in online mode after the user went offline and then reconnected.
  • Subgrid labels did not show on some dashboards.

Error Messages, Exceptions, and Failures

The following list details issues whose resolutions correct actions that produce errors, unhandled exceptions, or system or component failures.

Business Process and Analytics

  • Flows activated with connection references resulted in "Missing ConnectionID" error.

Knowledge Management

  • Uploading a file larger than 50MB may have resulted in the following error being received, " "The attachment is too large. The maximum file size allowed is {0} kilobytes."
  • Updates to the April 2020 Release Wave 1 would fail during the Knowledge Management upgrade with the error, "Cannot add a Root Component."*
  • After creating a new timeline record in offline mode, the timeline displayed "You're in offline mode Only notes are available in offline mode. Please check your internet connection to view other timeline records."*

Platform Services

  • The error, "A record with matching key values already exists" was returned when creating a flow with CDS native connector’s triggers and actions.*
  • An "unsafe content" error message would incorrectly appear when the filter unsafe content feature control bit (FCB) was disabled.*

Unified Interface

  • Opening account records in audit logs would result in the error, "Record is unavailable."
  • A CRM script error was received after navigating the applied filter control using tab and shift keys.
  • The currency filed displayed “Error loading control” when opening contact details in offline mode.
  • The error, "The requested record was not found or you do not have sufficient permissions to view it," displayed when creating a Phone Call activity under Lead record.*
  • Downloading the prompt pop up in an offline app would not display a "See readable download prompt" message.
  • The error, "The application has lost connectivity to the server. You might not see all the records as you are offline" was displayed when opening an opportunity form offline.*
  • The error, “The application has lost connectivity to the server. You might not see all the records as you are offline.” occur when accessing subgrids offline.*
  • A pop up alert surfaced on the unified interface landing page for users with lower privileges (security roles).
  • The insufficient permissions error message did not indicate which permission was missing.*

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