Administration and setup FAQ

Applies to Dynamics 365 for Customer Engagement apps version 9.x

Read this topic to find answers to common questions and solutions to known issues that can sometimes occur during the initial setup and ongoing administration of Dynamics 365 for Marketing.

Why is my instance (organization) incompatible with Marketing?

Your tenant might have several different types of instances (also called organizations) installed on it, including some that are full Dynamics 365 instances and others that are, for example, Power Apps instances (also called environments) that include many components of Dynamics 365, but not all of the components required by Marketing.

When you are setting up your Marketing app, the setup wizard asks you to choose an organization on which to install the app, and the organization selector might show both full Dynamics 365 instances and the lighter Power Apps instances if they are present. You must choose an instance that includes a full Dynamics 365 installation. If you see an error telling you that this application isn't compatible with the platform of your selected Dynamics 365 organization, then make sure you have a full Dynamics 365 organization available (where you want to install Marketing) and choose that one instead.

Why can't I install Marketing in my country/region?

Dynamics 365 for Marketing is a relatively new app for the Dynamics 365 platform, so it is not yet supported in all countries/regions where Dynamics 365 is available. If you are located outside of a supported country/region, then the setup wizard will prevent you from setting up the product, even if the Admin center shows that a Marketing app is available on your tenant. The reason you see the unconfigured app on your tenant is probably because you've licensed a Dynamics 365 product or bundle that includes it—you'll be able to set it up as soon as support for the product is extended to your country/region.

These geographical restrictions apply both to trial and production versions of Dynamics 365 for Marketing.

To read the latest list of countries/regions where you can use Dynamics 365 for Marketing, download the Microsoft Dynamics 365 International Availability document (PDF).

Do I have permissions to register applications on Azure?

One of the requirements for running the setup wizard for Dynamics 365 for Marketing is that you must sign in to Office 365 with a user account that has permissions to register applications on Azure. To find out if you have these permissions, do the following:

  1. Go to portal.azure.com and sign in with the Office 365 account that you want to use to install Dynamics 365 for Marketing.
  2. Select Azure Active Directory in the side navigator and the User settings in the second side navigator. Azure user settings
  3. Check the App registrations section on this page. If the Yes box is highlighted here, then you have permissions to register applications on Azure. If the No box is highlighted instead, try to select the Yes box and then select Save; if you don't have permissions to make this change, then please talk to your global administrator for assistance.

Why do I need a portal, and how can I get one?

Dynamics 365 for Marketing requires a dedicated Dynamics 365 portals solution for running marketing pages and event portals. Depending on the Dynamics 365 for Marketing licensing plan you have chosen, your license may include a free portal (provided no other free portals are already in use on your tenant), or you may need to purchase a new portal license before you can install the Marketing app.

You can have at most one free portal on your tenant, so even if your Dynamics 365 for Marketing license includes a free portal, you may still need to purchase an additional one if you already have a free portal configured on your tenant (probably because it was included with another Dynamics 365 app that you are already using).

The Marketing setup wizard will let you know if you need a new portal app.

For complete details about Dynamics 365 for Marketing licensing options, please download the Microsoft Dynamics 365 Licensing Guide.

If you don't have any unconfigured free or paid portals available, you have two options:

  • Recycle an existing portal.
    If you have a portal that you aren't using, you can reset it and then run the Marketing setup wizard to set it up for use with Marketing. Please note that you will lose all of the data and content of your existing portal when you reset it. After the reset, the portal will still be shown as "configured" in the Dynamics 365 admin center, but you will now be able to select it when you run Marketing setup wizard. For instructions, see Reset a portal.

  • Purchase an additional portal.
    If you don't have any unused portals that you can recycle, then you can purchase a new one for Marketing as described in the following procedure.

To get a new, unconfigured portal app and then use it with Marketing:

  1. Open your Office 365 admin center and go to Billing > Subscriptions.

  2. Choose Buy add-ons in the tile for your Dynamics 365 subscription.

  3. Purchase a new portal using the form provided.

    Important

    Be sure not to configure your new portal because the Marketing setup wizard requires an unconfigured portal to be present on your tenant. The wizard will configure the portal for you as required.

  4. Run the Marketing setup wizard.

Why do I get an authorization-failed message when I try to run the setup wizard?

In some cases, when you sign up for a trial of Dynamics 365 or Office 365, you will receive an organization that is in an unmanaged state, which means (among other things) that you can't get permission to install third-party solutions—including Dynamics 365 for Marketing. As a result, you'll see the following error message when you run the setup wizard for Marketing.

Unmanaged organization error

To fix this, do one of the following:

It looks like Marketing is set up on my instance, but why does it generate so many errors?

If Marketing is visible on your instance, but nothing is working, then you might have just a partial installation. This can happen if you use the Dynamics 365 admin center to set up Marketing as a service (on the Instances tab) rather than as an app (on the Applications tab). As a result, you might have the Marketing service installed, but not its many supporting components.

To fix this, go back to the Dynamics 365 admin center and reinstall from the Applications tab as described in Purchase a production version of Dynamics 365 for Marketing. The setup wizard should fix your installation.

Set up Marketing using the Applications tab, not the Instances tab

How can I rerun the setup wizard?

If your setup fails for some reason, you'll be notified by email and/or by a status message in your web browser (if you keep it open during the installation). Often, part of the solution will be to rerun the setup wizard after waiting for an hour or so. To rerun the setup wizard, do one of the following:

  • If you are setting up a trial, then you should have received a welcome email that included a link to the setup wizard. Find your welcome mail and click that link to launch the wizard.
  • If you are setting up a production instance, then launch the setup wizard from the Applications tab in the Dynamics 365 admin center, as described in Purchase a production version of Dynamics 365 for Marketing.

How can I fix occasional portal issues?

Marketing pages and the event portal both run on the Dynamics 365 portals app. Sometimes, you may notice that settings you make in Dynamics 365 for Marketing aren't reflected on the portal right away, such as (for the event portal): updates to banner images, speaker images, or payment gateway assignments—or, your portal may become unresponsive or otherwise unreliable. You can often solve all of these issues either by clearing the portal cache, or restarting it. It's faster to clear the cache, but restarting it will sometimes solve more or other issues.

Clear the portal cache

Many portal issues can be solved by clearing the portal cache. Once you have a portal user set up and configured as an administrator, this is faster and easier than restarting the portal, though some problem may still require a restart.

The subsections below explain how to set up the required portal user and then run the clear-cache command. If you already have a portal user that's configured as an administrator, just skip ahead to Step 3: Clear the portal cache.

Step 1: Create an account on your portal

Start by adding yourself as a portal user, just as your contacts would do when registering themselves and others for an event (this is not the same as your Dynamics 365 user account). To do this:

  1. Open your event portal, for example by opening any event record and selecting the globe button next to the Event URL field.

  2. On the event portal, select the Sign In button at the top of the page.

  3. On the sign-in page, go the Register tab and fill out the fields to create a new account. Note that you must use an email address that doesn't already belong to a contact in your database. Be sure to make a note of your user name and password.

  4. The Profile page opens. Enter your first and last names in the fields provided and select Update.

  5. Your account is now created.

Step 2: Grant your new account permission to clear the portals cache

Once you have your account and password set up, you must go into Dynamics 365 and configure that account as an event-portal administrator. To do this:

  1. Sign into Dynamics 365 and use the app selector to go to the Dynamics 365 - custom app.

    The app-selector menu

  2. In the custom app, go to Portals > Security > Contacts.

    Open the portal contacts

  3. The portal contacts page opens. Open the system-view selector menu and choose the All Contacts view.

    The system-view selector

  4. Find your portal user in the list and open it.

  5. Scroll down to the Web Roles section for your contact.

  6. Select the add (+) button to add a role, then select the magnifying glass icon to open the role menu, and finally select the Administrators Event Portal role to add that role to your contact.

    Assign the admin role

  7. Select the Save icon in the bottom corner. Your user account is now an administrator for your event portal.

Step 3: Clear the portal cache

Once you have your portal-administration account set up, you can use it to clear the portal cache at any time. To do this:

  1. Open your event portal, for example by opening any event record and selecting the globe button next to the Event URL field.

  2. On the event portal, select the Sign In button at the top of the page.

  3. Sign in as a user that you have set up as an event-portal administrator.

  4. Enter the following URL:

    https://<YourPortalDomain>/_services/about

    Where <YourPortalDomain> is the domain of your portal. You can find it by looking at the URL shown when you signed into the portal.

  5. A portal-administration page opens. Select Clear cache.

    Select the Clear cache button

  6. Your portal cache is cleared, which also has the effect of signing you out of the portal.

Restart the portal

If clearing the cache didn't fix your portal issues, then restarting it may help. This operation takes a bit longer than clearing cache, and your portal will be offline until the process is complete.

To restart your portal:

  1. Open the Dynamics 365 admin center and go to the Applications tab.

  2. Each configured portal app is listed in the Application column using the name of the Dynamics 365 instance it is assigned to (so it probably doesn't have "portal" in its name), and shows a value of Configured in the Status column. Find and select your portal in the list and then select Manage in the side panel.

    Select your portal

  3. The portals manager opens. Select Portal actions in the side panel, and then select the Restart tile to restart the portal.

    Open portal actions and then select restart

  4. You'll be asked to confirm the action. Choose Restart to continue and then allow a few minutes for the process to complete.

How can I fix my portal after changing my instance name?

The Dynamics 365 admin center enables you to change the name of any of your instances at any time. If you do so, then the URL for the affected instance will also change to match and, as a result, your portal will no longer be configured correctly and will stop working. To fix it, you must reconfigure your portal as follows:

  1. Open the Dynamics 365 admin center and go to the Applications tab.

  2. Each configured portal app is listed in the Application column using the name of the Dynamics 365 instance it is assigned to (so it probably doesn't have "portal" in its name), and shows a value of Configured in the Status column. Find and select your portal in the list and then select Manage in the side panel.

    Select your portal

  3. The portals manager opens. Select Portal actions in the side panel, and then select the Update Dynamics 365 URL tile to update the URL.

    Open portal actions and then update the URL

  4. You'll be asked to confirm the action. Choose Update URL to continue and then allow a few minutes for the process to complete.

My surveys aren't working; how can I fix my Voice of the Customer installation?

If you don't see the Survey tile in the Toolbox of your customer journey designer, or if it isn't working properly, then the Dynamics 365 for Marketing setup wizard might have failed to set up the Voice of the Customer app correctly. If this was the only error that occurred during installation, then you might not have received any messages about it. To fix this, do the following:

  1. Open the Dynamics 365 admin center.

  2. Go to the Applications tab, select any Voice of the Customer application in the applications list, and then select the Manage button in the side panel.

    Manage your Voice of the Customer installation

  3. The Set up Voice of the Customer page opens.

    Set up your Voice of the Customer installation

    Do the following:

    • Choose the instance you are having trouble with from the Dynamics 365 Instance drop-down list.
    • Read the license terms and the privacy policy carefully. If you agree with their terms, select the Accept the Dynamics 365 software license terms and privacy statement check box.
  4. Select Install. A message at the bottom of the page announces that the installation has successfully started.

  5. To track the installation progress, go back to your Dynamics 365 admin center and open the Instances tab. Select your instance in the list and then select the Solutions button in the side panel.

    Manage the solutions installed on your instances

  6. The Manage your solutions page opens, showing a list of solutions installed on your selected instance and the status of each of them. Find the Voice of the Customer for Microsoft Dynamics 365 solution and then refresh the page periodically until you can see that the solution is shown as Installed.

    The Manage your solutions page

  7. Still on the Manage your solutions page, find and select the solution called Dynamics 365 for Marketing. (If your list includes more than one Dynamics 365 for Marketing solution, then select the one that shows a Status of either Installed or Upgrade available.) Then select the (more) link in the side panel to see all available information for this solution.

    View details about your Marketing solution

  8. At the end of the solution description, you should now see a tag in square brackets.

    Find this tag at the end of the expanded description

    Do one of the following, depending on which of the following tags you see for your selected solution:

    • [MktVoc] or [MktVocEmail]: Do nothing and continue to the next step.
    • [Mkt]: Find and select another Dynamics 365 for Marketing solution that has the same version, but is tagged with [MktVoc], and then install it.
    • [MktEmail]: Find and select another Dynamics 365 for Marketing solution that has the same version, but is tagged with [MktVocEmail], and then install it.
    • If no tag is shown, continue to the next step.
  9. Open Dynamics 365 for Marketing, go to Settings > Advanced settings > Marketing settings > Customer insights sync, and enable syncing of the Survey (msdyn_survey) entity. More information: Choose entities to sync with the customer-insights services

  10. Confirm that the Survey tile is now visible in the customer journey toolbox, and that your surveys are working correctly.

If your surveys still aren't working after completing these steps, then please contact Microsoft Support for assistance.

Why can't I see my Dynamics 365 for Marketing results in other Dynamics 365 apps?

Dynamics 365 for Marketing is built to run exclusively on the new Unified Interface for Dynamics 365 applications. Many Dynamics 365 applications support both the new Unified Interface and the older web-client interface, but nearly all are moving to the Unified Interface.

Marketing typically shares data with other Dynamics 365 applications running on the same instance, and operates on many of the same database entities, including contacts, leads, accounts, and more. Some Marketing-specific features, such as displays of analytics and insights from marketing initiatives, require the Unified Interface and therefore won't show any data when you view those entities in web-client apps.

Also, some administration and customization features, and some integrated user features, may require you to switch to a web-client app from time to time, but soon all features are expected to be available on the Unified Interface.

More information: About Unified Interface and Find your way around Marketing

How can I contact support if I still need help?

If you’ve already tried to set up the application several times and are still having trouble, please open a support case through your applicable Microsoft Premier channel or MPN partner channel.

For more information about how to contact Microsoft Support directly, and how to find forums, FAQs, and other resources, see the following: