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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / In CRM mailboxes are a...
Customer experience | Sales, Customer Insights,...
Suggested Answer

In CRM mailboxes are approved and test&enabled, but getting integration error

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Posted on by Aleksandra Trpeska 50
In Dynamics 365 I had to update the email address for one user, because they wanted the App for Outlook add-in connected to an email different than the email connected to their user in Dynamics.
After I changed it, I approved and Test& Enabled the mailbox. I got a confirmation that it was successful. I also advised the user to remove the add-in manually from their other outlook. But it is not appearing in the new one, although in the settings it is marked as Added to Outlook.
Additionally, I keep seeing errors on this (and lots more) mailboxes. The error is the following:
Appointments, contacts, and tasks for the mailbox abc couldn't be synchronized. The owner of the associated email server profile xyz has been notified. 
But this is wrong since abc is actually a recipient of the email and not my user, but rather a contact in Dynamics 365. The user is xyz.
So not sure why this error is appearing.
 
Categories:
Microsoft Dynamics CRM
Dynamics 365 Sales
I have the same question (0)
  • Daniyal Khaleel Profile Picture
    Daniyal Khaleel 752 Most Valuable Professional on at
    Check for Duplicate Email Addresses:
    Go to Advanced Find in Dynamics 365.
    Search for any Contacts, Users, or Queues with the same email address.
    Resolve duplicates. Only the user should have the email.
    Disable Server-Side Sync on Contacts (if not needed):
    If you don't sync appointments for contacts, this error can be ignored or suppressed.
    Go to Mailbox > Contact (abc) (if exists), and disable synchronization.
    Re-Approve and Re-Test the Correct Mailbox:
    Go to Settings > Email Configuration > Mailboxes.
    Open the user mailbox (xyz).
    Make sure:
    It's marked as Approved.
    It passed Test & Enable.
    Click "Test & Enable Mailbox" again just in case.
    Check the Email Server Profile:
    Confirm that the email server profile (Exchange Online) is configured correctly.
    Make sure it’s assigned to the right user mailbox, not a contact
  • Aleksandra Trpeska Profile Picture
    Aleksandra Trpeska 50 on at
    Thanks for the effort. 
    There is no other user or contact with the same email address. On queue record there is no email address field, but it is connected to the same mailbox.
    Any other ideas??
  • Suggested answer
    DAnny3211 Profile Picture
    DAnny3211 11,397 on at

    Hi Aleksandra,

     

    This kind of mailbox integration issue in Dynamics 365 often stems from how the mailbox and email server profile are linked, especially after changes to the email address.

     

    Here are a few things to check:

     

    1. Mailbox Ownership and Synchronization Scope

      The error message suggests that the system is trying to synchronize appointments, contacts, and tasks for a mailbox that belongs to a contact, not a user. This can happen if the mailbox is incorrectly associated with a contact record or if the synchronization scope includes unintended recipients.


    2. Email Server Profile Configuration

      Review the email server profile assigned to the mailbox. Ensure that the profile is correctly configured and that the user (xyz) is listed as the owner. Also, verify that the profile supports server-side synchronization for the intended mailbox type.


    3. Mailbox Record Consistency

      After changing the email address, confirm that the mailbox record reflects the new address and that there are no duplicate or outdated mailbox records still linked to the old address.


    4. App for Outlook Deployment Status

      Even if the mailbox is marked as “Added to Outlook,” the add-in may not appear if:

       

      • The user hasn’t accepted the deployment.

      • There’s a delay in propagation.

      • The mailbox is not enabled for server-side sync or is missing required privileges.

    5. Clear Add-In Cache and Reassign

      Ask the user to clear their Outlook cache and restart the client. If the add-in still doesn’t appear, try removing and reassigning it via the App for Outlook management page in Dynamics.


    6. Audit and Trace Logs

      Check the Mailbox Alerts and System Jobs for more detailed error logs. These can help pinpoint whether the issue is with synchronization, permissions, or deployment.



      7.  
     

    It’s also worth verifying that the mailbox is not inadvertently linked to a contact record instead of a user, which could explain the mismatch in the error message.

     

    Thanks and best regards,

    Daniele

    Note: This response was prepared with support from Copilot to ensure clarity and completeness.

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