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I desperately need your help with a problem that is causing me a severe headache.
We have a customer that is using the email router to track inbound emails to several queues in CRM 2013 sp1. The emails are handled by their customer service team who converts the emails to cases. In general this works fine but when the size of the emails exceed around 18MB they are not tracked. I have created a MS case and we have tried everything possible. Changing IIS settings, web.config, registry settings, DB settings, etc. Nothing works. The Maximum file size is set to 32.768 in CRM.
I recently discovered that we have exactly the same problem in our own internal CRM 2013. I also talked to a colleague who told me that he has also experienced similar issues a customer. They decided to live with the problem, so no case was raised with MS. My theory is that there is a general bug in the system. Not only does the email router not work. I have also experienced issues with tracking large e-mails from the Outlook client.
My question is if you would be so kind as to try it out on some of your CRM installations? I don't think it matters which version you are running. Are you able to track large e-mail (larger than 18MB) either using the email router or Outlook client e-mail tracking?
I need some ammunition to confront MS with this issue. You cannot claim to have a top class service system if you cannot trust the system to track all emails that is sent to your help desk mailbox regardless of size.
Thanks in advance
Are the emails large because of attachments?
Are you using Outlook?
* If so it's an Outlook issue as it has a 20MB limit and attaching a file bloats it by 37% (but other email services have very similar issues).
* Have you edited the Windows Registry?
Have you considered using a dropbox provider instead of emails?
Have you considered splitting off attachments and sending them to a doc management store (e.g. SharePoint)?
There are several add-on products that do this e.g.
Yes the large emails typically contains 3-5 jpg images that accumulates to 18-25 MB.
I had a look at you suggestion regarding the windows registry setting that extends the maximum attachment size. The problem is that the e-mails are tracked using the email router and not Outlook. We don't have Outlook installed on the server that is running the email router. So the registry settings regarding Outlook are not present at all. I added the specific setting manually and restarted the email router service. It did not seem to make any difference.
Did you resolve the issue? We are finding that we cannot attach large files to notes in CRM even when they are under our designated limit. The system generically errors out with no log file provided.
Your problem sounds different than this one. We are still working on it with MS support. The problem has been escalated to an Echange Expert. It turns out that it is not an Email router problem as such. It relates to limitations in Exchange when using the EWS "protocol". We discovered that the MAC clients had similar issues. They were not receiving the "large" emails. The MAC Outlook client for Exchange apparently uses the same protocol as the Email router. I'll hopefuly be able to post an update once we fix the problem.
I have tested in my environment [CRM 2015 On-Premise] with Server Side Sync Configured with EWS [https://outlook.office365.com/EWS/Exchange.asmx].
I was able to send/receive mails with attachment size less than 32 MB (Tested with 16 MB, 24 MB, 30 MB).
The only changes I have done.
- Set Maximum File size to 32,768 KB [Under Settings>System Settings> Email > Set file size limit for attachments].
- Below values in CRM Web.config.
<httpRuntime executionTimeout="1200" maxRequestLength="32768"
<httpRuntime maxRequestLength="32768" />
- Execute IISReset and restart all the CRM Services.
Note: Exchange Server allowed mails with attachment size up to 35 MB in my environment.
Thank you, Manoj for the reply.
The problem seems to be organization specific. I created an empty CRM organization in this same environment and have no problems attaching large files to note fields in the Empty CRM. Since the empty CRM shares a web.config with the live CRM, I'm not entirely certain where to go with this. Both have their file sizes set the same within the organization settins.
It is unfortunate that the error that pops up gives no information and no error log is generated.
Did you get a chance to enable CRM Platform Trace when the issue is reproduced.
As mentioned earlier in this conversation the problem with e-mail tracking is not CRM related. It's related to the fact the EWS setup. So we are looking for at configuration issue on the Exchange server. NOT in CRM.
We have configured the Email Server to use EWS Services for processing the emails, which does confirm that EWS is configured to allow mails of size 32MB.
But we don't have any information on how EWS is setup.
Did you manage to get this solved as i am having the very same issue.
No, we have not resolved the issue. Mainly because the customer has learned to live with it for now. The number of hours we spend on this with MS was simply escalating to a point where we had to stop. If we were to continue searching for a solution I would look for the problem in Exchange and the limitations in the EWS protocol. During our investigations we discovered that the same problem exists in the Outlook client on MAC computers which apparently also use this protocol. Another solution could be to use server side sync in stead of the e-mail router. Perhaps that would solve the issue?
We have direct links and support with Microsoft over in the US so we asked them to step in.
Within 12 hours all is sorted.
Here is what we did.
Request Filtering Header length needs to be set in IIS.
-Select the CRM Web Site
-Select Request Filtering
-Select the Headers tab
-Set Content-Length to 40000000(if it’s not there, you will need to add it-see attachment)
( i think this solved it personally)
Set the ‘Set file size limit for attachments’ in Dynamics CRM. Settings>>System Settings>>Email: to 40,000
The maxRequestLength value needs to be added/adjusted in the Web.config file. An example file has been attached. This needs to be set in two sections of the config file.
<httpRuntime executionTimeout="300" maxRequestLength="40000000"
<httpRuntime maxRequestLength="40000000" />
See if it works :)
I think we tried all that. Did not work. I actually suspect that you are under the false impression that it works. Try sending a mail with 30 MB of attachments. It could be 6 files of 5 MB each. In our case those get rejected.
We are having the same issue with CRM 2016 email router. the exchange server email size limit is 10MB but we are not able to send email with attachment more than 7MB in size. Email size is set in CRM is 32MB which is default one.
I know this is a pretty old thread, but something I recent became aware of which may be a factor for some situations, is that when an attachment is encapsulated as part of the tracking process, there is some overhead added to the size of the file. As such, if you have a limit of 10MB and 5 files of 2MB each, it's likely that this will breach your 10MB limit. Each file when packaged up will be larger than 2MB, so the total size of attachments could end up being 12MB.
I expect this isn't the answer to all cases, but it's worth bearing in mind.
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