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This post is a continuation of the Email Router Demystified - Troubleshooting series. You can find the previous post HERE
Now let’s shift our focus on troubleshooting to incoming email issues. This is where the Email Router is going to connect to a mailbox and process the mail. There are a few things to take into consideration when we talk about troubleshooting incoming emails. The first one is to figure out if the user configuration is set to use Email Router or Forward Mailbox. Each of these have different troubleshooting steps.
Troubleshooting the Incoming Email option for Email Router is relatively simple. It’s very similar to the Outgoing troubleshooting steps. For this route, the user’s “Incoming Email” option must be set to Email Router:
Since this user is configured to use the Email Router for “Incoming Email” lets refer to the following mail flow diagram referenced from the earlier blog post (Email Router Demystified – Explanation) in the section labeled “E-mail Router – Incoming E-mails”:
Each step constitutes a potential problem so let’s break down each step below:
Additionally, if you are sending emails between users and you want both the outgoing and incoming emails to be created into Microsoft Dynamics CRM, you must check the Email System Setting for “Track emails sent between CRM users as two activities”
If the user’s profile for “Incoming Email” is set to Forward Mailbox, then this will mean that the Email Router is going to be connecting to a Forward Mailbox and processing email from that mailbox:
This would mean that we would need to refer to the following mail flow diagram referenced from the earlier blog post (Email Router Demystified – Explanation) in the section labeled “Forward Mailbox”:
Again, each one of these steps indicate a potential break point in the email routing process for the forward mailbox. You’ll notice that this is very similar to the Email Router method except that the email router is no longer connecting directly to a user’s mailbox but to a forward mailbox. Additionally, emails are being forwarded as an attachment from the user mailbox into the forward mailbox. Hence why we call it the forward mailbox.
Since most of what we talked about previous applies to the Forward Mailbox option, I will simply highlight them rather than going through those steps in detail:
So now that we understand the various breakpoints, we can now determine what tools we can use based on the different Incoming protocols being used. Troubleshooting incoming issues are the same as troubleshooting outgoing email issues. Our two options, realistically, is Exchange Web Services (EWS) and POP3.
When we are connecting to Exchange, we are connecting using Exchange Web Services. We’ve already seen how we can troubleshoot EWS issues by using Fiddler and by using EWS Editor.
Troubleshooting POP3 issues are like troubleshooting SMTP issues. To troubleshoot POP3 issues, we use a network sniffer like Microsoft Network Monitor (NetMon).
The next part of this series is to cover how to use the Troubleshooting tools we have talked about during this section.