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We've setup Server Side Synchronisation using a service account with permissions over all mailboxes, running CRM 2015 (22.214.171.124) and have received screenshots of the mailbox in outlook that has more emails then have made it into CRM. I've checked the mailboxes in SQL and cannot see any errors in the "Last Exception" column.
Emails seem to continue to be synchronised correctly, where can I look to discover any errors that're related to the synchronisation of a single email? What could cause some emails to fail to synchronise?
OOB there is a dashboard for monitoring, which is called Server-Side Synchronization Monitor dashboard, its include the sync error codes. make sure that all emails are under Inbox and there are no rules for moving revived emails to folders that are not under Inbox, also enable CRM tracing for getting more details :)
There is a manual process for moving emails into an "Actioned" folder once they've been dealt with, could/should this prevent emails from being synchronised? Will emails be removed from CRM when they are moved in outlook? Where is this behaviour documented?
I'm also missing the Server-Side Synchronisation monitor dashboard, I might've wiped it out with a deployment though, is there a way to recover it?
Each email on any folder under Inbox can be tracked to a record in CRM, for more details have a look to : www.powerobjects.com/.../dynamics-crm-spring-wave-update-1-folder-level-tracking-2
The emails will be kept into CRM even you delete it from Outlook, CRM take a copy of any email into CRM DB.
For recovering the Server-Side Synchronization Monitoring, you can create a new organization (Test Environment), then create a new solution and include Server-Side Synchronization Monitoring dashboard on it, then export the solution and import it into your production environment :)
We identified the Riverbed suite was responsible for emails intermittently not reaching CRM, we wrote an exclusion rule for the CRM server which resolved the problem.
There is insufficient information about the inner workings of Server Side Sync to diagnose this issue effectively, even knowing what the issue is now, I'm not sure we could've used any diagnostic test to prove the solution. We were extraordinarily lucky! The only diagnostic tips I have for anyone in a similar situation are:
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