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CRM2016 CRM app for Outlook not shown

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hi,

we upgraded our customers crm from 2013 (no IFD) to 2016 Onpremise with IFD.

Now they want to use the "CRM App for Outlook".

We activated the app for two testusers and now it shows in green color "Added to Outlook".

But when we open Outlook or Outlook-Online there is no app installed (also in Exchange-online there is no crm-app listed).

Any ideas what the problem could be? Why is CRM showing "Added to Outlook" but its not?

They use Exchange Online/Onpremise-Hybrid.

we checked several Installation/activation-tutorials and followed every single step...

thanks

Tobias


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