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Timeline Records could not be loaded because of an unexpected error

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Some have reported an error with timeline records in Dynamics 365. Instead of showing the activity history, it may give an error message. In this article you will learn a workaround for this error. 

Symptom

Timeline records show on various apps in Dynamics 365, such as cases. These should show all activity history for that record, including Live Assist conversations. However, some have had an error show up instead. It reads "records could not be loaded because of an unexpected error."

A Case in the Dynamics 365 Customer Service Hub. The Timeline card displays the error.

To learn more about this issue, see this post in the Dynamics Community forum. 

Solution

We are waiting for Microsoft to fix the underlying cause of this error. In the meantime, you can use the following workaround. 

Important: Only an administrator can follow this workaround. If you are an agent or supervisor, please contact your administrator for help.

Workaround

In order to work around this please do the following in your Dynamics Administrator account.

  1. Open the Power Apps portal. Log in using your Dynamics 365 Administrator account. If the page loaded without asking for a sign in, check which user is logged in. (Click on the Avatar at the top right of the page.) If not an administrator account, log out and then back in with the correct account.
  2. Select the Dynamics 365 Environment that is having the issue. To do so, click on the Environment button (tab) which is located on the right side of the top menu bar. Choose the Environment with the issue. Confirm that the correct Environment name appears in the top bar. 
  3. Go to the Case form. (Or Lead, Opportunity, or whichever form is having this issue.) To load the form, go to Tables in the left navigation pane and then to the All tab. Then open Case or the form with the issue.
    The Power Apps portal open to the Tables page and the All tab.
  4. From the Data Experiences card, select Forms.
    The cards at the top of the Case form page in the Power Apps portal. The Forms link is highlighted in the Data experiences card.
  5. Located the name of the form you need to edit. For the Case form, it is often called "Case for Interactive experience," but this may vary for other forms. If you are not sure the title of the form you are using, you can get it from the title of the web browser when it is open.
    (Your case may have a different form name)
    A web browser open to the Case form in the Dynamics 365 Customer Service Hub. The mouse cursor is hovering over the browser tab. A tooltip has appeared on hover that shows the full name of the form as Case for Interactive experience.
  6. Click the form name to open it.
    The forms page on the Case table in the Power Apps portal
  7. Select the timeline section in the form. Locate the Activities heading in the side panel that appears in the right. Expand it if it is collapsed. Look for "Conversation" in the list of activity types.
    The Case for Interactive experience form open in the form editor, with the Timeline section highlighted. A panel has opened on the right side of the page called Conversation Tabs for Timeline. The Activities heading is expanded.
  8. Click on it and then uncheck the Enable option in the popup. Then click Done.
    The Conversation popup as opened by clicking on the Conversation list item in the Activities heading of the Conversation tabs popup.
  9. Save the changes and publish the form. (Click Save > Publish.)
    The upper right corner of the forms view showing the save and publish buttons

The timeline should now work as expected on the form you edited. You may have to repeat these steps for other forms. 

Please contact support if you have any further problems with this.