Emails are not appearing on records

Work through these in order: the first two account for most cases.

1. Whose mailbox was it? Sync only covers mailboxes that have been connected, and a connection belongs to one person. An email sent from a colleague's account will not appear until they connect their own. This is the usual explanation when a thread is missing from a record you did not handle yourself.

2. Is automatic filing on, and is the address in the CRM? A mailbox only files its own mail onto records once Læg mail automatisk på kunden is switched on for it, and matching is on the exact email address. Check both: Put mail on the customer automatically. People often write from a second address that is nowhere in your CRM, and a message from someone who is not a contact or customer at all has nothing to attach to.

3. Has the connection dropped? Connections expire, and a password change or a revoked permission ends them immediately. Open E-mail & Kalender and look at the account's status. If it shows as Afbrudt, reconnect it: sync resumes and nothing already synced is lost.

For an IMAP mailbox, use your email provider's server settings. A company email domain does not necessarily identify its mail server. The setup form recognizes one.com from the domain's mail provider, and one.com is also available under E-mailudbyder. It uses imap.one.com for incoming mail and send.one.com for outgoing mail. If the provider is not recognized, enter the settings supplied by your provider and use Test forbindelse. An unreachable-server message means you should check the server address, port and security settings; a rejected-login message means you should check the full email address and password, including whether an app password is required.

4. Give it time. Sync is periodic, not instant. A message sent minutes ago may simply not have been picked up yet.

5. How far back does it go? Sync brings in mail from when the connection was made onwards. Correspondence from before you connected does not appear retrospectively, which looks like a broken sync but is not.

If the calendar is the part that is missing, check the same connection: Ingen kalenderkonto tilsluttet. Tilslut Gmail eller Microsoft i Mail & kalender. Mail and calendar travel together on one account, so an expired connection takes both with it.