Can't Send Outlook Emails with M365 Online Add-in Installed

Can't Send Outlook Emails with M365 Online Add-in Installed

A conflict with the Microsoft Edge backend will prevent users from sending emails using the desktop version of Outlook if the CRM Outlook Online add-in is enabled for the Microsoft 365 integration.

Apply this fix if all the following applies to you:

  • Your firm is using the Microsoft 365 integration with AE CRM.
  • You have installed the Outlook Online CRM add-in.
  • You want to continue to use the locally-installed version of Outlook to send emails.

To resolve this issue, the compatibility mode for MS Edge must be adjusted.

Caution! This fix must be re-applied any time that Edge is updated through a Windows update. Microsoft 365 Admins may prevent this and make the below fix permanent. From the Microsoft 365 Apps Admin Center (https://config.office.com) go to Customization > Device Configuration > Modern Apps Settings. Select Microsoft Edge WebView2 and then clear Enable automatic installation of WebView2 Runtime.

Setting Edge Compatibility Mode

  1. In Windows Explorer, navigate to C:\Program Files (x86)\Microsoft\EdgeWebView\Application\[Edge Version]\. (The [Edge Version] part of the path will vary based on the latest update numbers.)
  2. Scroll to or search for "msedgewebview2.exe" (The ".exe" may not show depending on your explorer settings).
  3. Right click this file and select Properties.
  4. Select the Compatibility tab.
  5. Click Change settings for all users.
  6. Select Run this program in compatibility mode for: and set the drop-down to Windows 8.
  7. Click OK on each pop-up.

If Outlook is running, close and relaunch it to apply the fix.

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