One or more duplicate records were found in Microsoft Dynamics 365 when saving item from Exchange to Microsoft Dynamics 365
This article provides a resolution for the error One or more duplicate records were found in Microsoft Dynamics 365 when saving item from Exchange to Microsoft Dynamics 365 that may occur when you track a contact in Microsoft Outlook.
Applies to: Microsoft Dynamics CRM
Original KB number: 4053811
When you track a contact in Microsoft Outlook, the contact is not created in Microsoft Dynamics 365 but the following alert is logged within the mailbox record:
One or more duplicate records were found in Microsoft Dynamics 365 when saving item "<Contact Name>" from Exchange to Microsoft Dynamics 365. Do you want to continue and create a duplicate record anyway?
Email Server Error Code: ExchangeSyncDuplicateRecordsError
If you select Details, the following more details are displayed:
Exception : Unhandled Exception: Microsoft.Crm.Asynchronous.EmailConnector.ExchangeSyncException: Failed to sync the item to the CRM server, error code : 102 at Microsoft.Crm.Asynchronous.EmailConnector.CrmItem.PerformActionBasedOnUserDecision(Int32 errorCode,
SyncItemChangeType changeType) at Microsoft.Crm.Asynchronous.EmailConnector.CrmItem.UpdateItem() at
This will occur if duplicate detection is enabled in Microsoft Dynamics 365 and the contact you tracked in Outlook matches an existing record in Microsoft Dynamics 365.
For example: Assume you have a duplicate detection rule configured based only on first name and last name and there is an existing contact record in Microsoft Dynamics 365 named Nancy Anderson. If you have a contact in Outlook with the same name and choose to track that contact in Microsoft Dynamics 365, the duplicate detection rule will detect a match and won't create the record without confirmation.
Determine if the contact you tracked in Outlook should be created in Microsoft Dynamics 365 or if it is a duplicate of an existing record. If the record should be created in Microsoft Dynamics 365, select the Yes option within the alert.
- Access your Microsoft Dynamics 365 organization in a web browser.
- Navigate to Settings and then select Email Configuration.
- Select Mailboxes.
- Open your mailbox record and then select the Alerts section on the left side of the page.
- Locate the alert for the contact record that was not created because a potential duplicate was found.
- While hovering your mouse over the alert, you should see a Yes and No option in the upper-right corner. If you want to create the contact in Microsoft Dynamics 365, select Yes.