Dynamics Community Forum Thread Details

Emails Stuck in Outbox for HOD Accounts – SMTP Working for Others

Hi Team,

We are currently facing an issue with email delivery specifically for HOD (Head of Department) level accounts.

Issue Details:

Emails from HOD accounts are getting stuck in the Outbox and are not being delivered.
Other users are able to send emails without any issues.
SMTP configuration appears to be working correctly.
The issue seems to be isolated only to HOD-level accounts.

Troubleshooting Done So Far:

Verified SMTP settings – working fine for other users.
Confirmed general mail flow is operational.
Issue persists only for HOD accounts across multiple users.

Assistance Required:
We request guidance on:

Possible causes for role-specific email delivery issues
Any policies, restrictions, or mailbox settings that could affect only certain users
Recommended steps to diagnose and resolve this issue

Categories:

Dynamics 365 Finance

Hi MA-27040748-0,

1) Issue
- Emails from HOD (Head of Department) accounts are stuck in the Outbox in D365 Finance
- Emails are not being sent or delivered for these specific users
- SMTP configuration is confirmed to be working as other users can send emails successfully
- The issue is isolated to HOD-level accounts across multiple users
- Email delivery functionality is inconsistent depending on user role or configuration

2) Reason
- The error is caused by user-specific configuration issues rather than a global SMTP or system failure
- A required email parameter such as user email account setup or sender configuration is missing or incorrectly defined for HOD accounts
- This leads to a failure when the system attempts to process and send emails from these users
- This can happen due to differences in user options email setup batch processing permissions or security roles assigned to HOD users
- In some cases email sending depends on batch jobs and if HOD users are not properly linked or authorized the emails remain in Outbox

3) Resolution
- Verify the User options for affected HOD accounts and ensure email settings are correctly configured
- Check that the email provider SMTP settings are properly assigned to the user or shared account
- Ensure that HOD users have valid and active email addresses defined in the system
- Review security roles and confirm that users have permissions to send emails and access batch processing
- Check if email sending is configured to use batch and verify that the batch job is running successfully
- Navigate to System administration > Periodic tasks > Email processing status and review failed messages
- Restart or reinitialize the batch job responsible for email distribution
- Compare configuration between working users and affected HOD users to identify differences
- Clear stuck messages or retry sending from the Email sending status form
- If the issue persists collect logs and message details and raise a Microsoft support ticket

For a more detailed answer, please provide more information.

Rg,

Alexander

*Due to the complex and different possibilities of deploying Dynamics 365 I highly recommend not to setup the application without some expert/partner or support. (For more information contact me under anassl@inno-solutions.info or visit www.inno-solutions.de)

*The Information comes directly from the manufacturer or provider and are validated (not guaranteed) up to date of creation of the posting.

References: