---
title: "Troubleshooting: 8x8 integration for Microsoft Dynamics"
slug: "content-troubleshooting-8x8-integration-for-microsoft-dynamics"
updated: 2026-07-23T10:07:41Z
published: 2026-07-23T10:07:41Z
canonical: "help.8x8.com/content-troubleshooting-8x8-integration-for-microsoft-dynamics"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: 8x8 integration for Microsoft Dynamics

Check out the following troubleshooting issues:

**Activity in **8x8 Work** and **8x8 Contact Center** does not trigger **screen pop** in **Microsoft Dynamics**.**

- Under **Settings** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18(34).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A36Z&se=2026-11-03T23%3A19%3A36Z&sr=c&sp=r&sig=wG8M2xzNYEaFu7Q9voIjbH8uoGXvQz%2FCBEUc9HXqsDM%3D) **> Integrations > MS Dynamics** in **8x8 Contact Center for Microsoft Dynamics** or **8x8 Work for Microsoft Dynamics**, make sure that you are connected to integration with **Microsoft Dynamics**.
- Under **Settings** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18(35).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A36Z&se=2026-11-03T23%3A19%3A36Z&sr=c&sp=r&sig=wG8M2xzNYEaFu7Q9voIjbH8uoGXvQz%2FCBEUc9HXqsDM%3D) **> Integrations > MS Dynamics**, enable the following options:
  - **Auto call log:** Enable this option to automatically generate a call and chat log. A call log includes information about the time a call was initiated, terminated, duration, queue name, and more. A chat log includes the chat transcript as well.
  - **Call log pop:** Enable this option to view the call log pop in a browser tab once the interaction is terminated.
  - **Auto single match record pop:** Enable it to pop the record details in a browser tab so the agent can preview and prepare for the call.
  - **Auto multi match record pop**: Enable it to pop the record when multiple matches are found. The browser pops the call record details for the first match in a new browser tab. You can select to match the call to another user from the Search tab. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-search_18x18(5).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A36Z&se=2026-11-03T23%3A19%3A36Z&sr=c&sp=r&sig=wG8M2xzNYEaFu7Q9voIjbH8uoGXvQz%2FCBEUc9HXqsDM%3D) next to the desired record to view the details.
  - **Account**: Enable this option to allow the integration to search for an existing account record. This option is enabled by default.
  - **Contact**: Enable this option to allow the integration to search for an existing contact record. This option is enabled by default.
  - **Lead**: Enable this option to allow the integration to search for an existing lead record. This option is disabled by default.
  - **Case**: This option is only supported for **Microsoft Dynamics** Customer Service. Enable this option to allow the integration to search for an existing case record. This option is disabled by default.

- Make sure that a pop-up blocker is not preventing opening of new tabs in **Microsoft Dynamics**.

**My **screen pop** fails while integrated with **8x8 Work** and **8x8 Contact Center**.**

A **screen pop** failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

- **To clear the browser cache in Chrome**

  1. Click the **More** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Icon-ChromeMenu_18x18(2).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A36Z&se=2026-11-03T23%3A19%3A36Z&sr=c&sp=r&sig=wG8M2xzNYEaFu7Q9voIjbH8uoGXvQz%2FCBEUc9HXqsDM%3D) icon in the top-right corner of your Chrome browser window.
  2. Select **Settings** from the menu.
  3. Click **Advanced** at the bottom of the page.
  4. Under **Privacy and Security**, click **Clear browsing data**.
  5. Select the following check boxes from the list:
    - Cookies and other site data.
    - Cached images and files.
  6. Click **Clear Data**.

**To allow pop-ups in Chrome**

  1. Click the **More** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Icon-ChromeMenu_18x18(3).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A36Z&se=2026-11-03T23%3A19%3A36Z&sr=c&sp=r&sig=wG8M2xzNYEaFu7Q9voIjbH8uoGXvQz%2FCBEUc9HXqsDM%3D)icon in the top-right corner of your Chrome browser window.
  2. Select **Settings** from the menu.
  3. Click **Advanced** at the bottom of the page.
  4. Under **Privacy and security**, select **Site settings**.
  5. Under **Unsandboxed plugin access**, click **Add** next to the **Allow** section.
  6. Enter <cloud8.8x8.com>, and confirm.