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We have a number of CRM work queues all with an associated CRM Mail box and Exchange email address. All the mail boxes have been receiving incoming emails and adding them to the correct queues.
We have recently noticed that incoming email have stopped being received by the CRM. They are not appearing in Mailboxes, Queues or in CRM Email Activities.
We can however send emails out from CRM and they are appearing as CRM Activities and being received by the recipients - when they reply to the Email it appears in exchange but not in the CRM.
We have tested the Mailbox by "test and enable" and both incoming and outgoing email status results are a success. We assume from this that the server profile is correct.
CRM 2013 on premises.
Any help appreciated.
In addition to above - Incoming emails are not appearing in CRM Activities either hence why the queues are not being populated.
Any ideas anyone?
Are you guys using email router or outlook for email integration? If its a email router check the incoming status in the email configuration tool in the mail router server. Also check the event log in the email router server that may provide more infomation on the issue.
From the issue description, it seems you are using Server Side Sync for email integration.
I suggest you to focus on the alerts for mailboxes.
You can share the alerts over here and we will try looking into it.
Hope this helps you.
Microsoft Dynamics™ CRM Support Engineer
"Please mark my answer as verified if you found it helpful"
In case you should be using email router:
- have you checked if the certificate in the bindings in IIS is still valid?
- have you checked, if there's an email without sender in the mailbox (this often blocks our email router)
- have you checked if a digitally signed mail is in the mailbox (email router has issues with that combined with exchange)
I'm currently facing the same issue. This is for CRM2015 on premises. Emails are sending out fine but there are no emails entering the queue!
The email configuration test for the mailbox is deemed successful too. We are using server-side synchronisation. Any idea?
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