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In our CRM environment some users use the Outlook-Client, others the email router for sending emails, which both works fine normally.
But some users (including myself with admin-role), who have to use the email router for sending, are not able to send mails and the email status keeps "pending send".
I looked on the email router and in the Email Router Configuration Manager the users are not listed after clicking on Load Data. The accesstype-outgoing is "Email router" and the and email status is approved.
I read this post https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2015/01/16/email-router-demystified-troubleshooting-part-2 a dozen times, but nothing helped.
Any further ideas here?
with kind regards from Düsseldorf/Germany
Look at the email router machine event log that will provide more information why email router were not able to send outgoing email.
Thanks for your reply. It is no general issue. Most users are able to send via email router. Just some are not.
Theses users are not in the list of the email router manager. But why?
Check the mailbox settings of the users who were not able to send email from crm or stuck with "pending send" status. In users mailbox settings Outgoing email profile should be set to either email router or Outlook based on whether you want to use email router or outlook to send outgoing email. If outlook option is set then CRM outlook client shoul;d be installed on the user outlook and it should be running in order to send outgoing email.
I created an advanced find for users having pending email:
The Outgoing Email Delivery Method is E-Mail Router. All have Primary E-Mail Status approved.
But none of them is in the list of the email router manager:
What can I do to make these users appear in the email router manager???
By the way: the number of delivery attempts is 0:
Have you tried to restart the email router service ? If not resart the email router service then load all users in the configuration manager to see that fixes this issue or not.
Yes. I restarted the service now (and before posting here ;-) ) but with no effects.
My users do not appear.
Do you have more than one deployment profile on the email router if so check whether the right profile enabled as well while loading the data make sure you have chosen right deployment profile ? other than this i can't think anything else that could cause this issue.
If the user profiles aren't there, then you would expect delivery attempts to be 0 and I would assume no errors would show in event viewer for those failures.
What happens when you setup a new user with correct config? Does it show in Email Router? What about domain? It looks like users have different domains. Maybe verify the domain being used in the outgoing profile in the Email Router.
Also - what happens when you test credentials for an existing user profile? Does that show as success?
Related links I found - msdn.microsoft.com/.../hh550128(v=crm.6).aspx
Maybe related to your exchange or AD?
Again some hours of investigating.
First I changed the loglevel of the email router:
@Chitrarasan – No ,there is just one profile
@Darren – Yes VERY odd.
Right. Even with loglevel 3 there are no interesting entries in the event viewer.
If I switch existing users from Outlook to emailrouter sending, some do appear in the manager list, some do not. They have different mail domains and active directory domains due to a merger of different group companies. But I have users from all kind of domains working and displaying in the list. I found no item in the email router configuration where to set any kind of domain.
Existing user work fine. Test was successful and sending emails is no problem.
I tried to examine which users are retrieved via Fiddler but the request is encrypted.
Your hyperlink is nice. Yes. The email addresses are correct. I checked them. I changed them. Tried different domains. Not success.
I gues it is no Exchange topic, because we are just using smtp and the users are not in the manager list.
So I’m still stuck in this. Any help is appreciated. But I wish you a nice weekend.
Please have a look at this link and see if it helps:
thank you very much for pointing me to the right direction. Examining the sql command in your linked article I found the field InviteStatusCode which I have never seen before because it is not displayed on our systemuser form.
Solution: This little sql performed on the database:
update systemuser set InviteStatusCode = 4 where InviteStatusCode = 0
Then I restarted the email router service and all pending mails were send. Hurray!!!!
By the way. I did not find any explanations for the field “InviteStatusCode”. What is it used for normally?
Thank you all for helping me.
Many greetings from Düsseldorf / Germany
Thank You! I had same problem, and Your solution works for me!
That's fine. Many greeting from a (today) very sunny Germany.
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