CRM 2011 Email Router Issue

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Email router is not sending emails, but once the email router service is restarted, the mails are getting delivered. I have checked the event viewer and the warning message is as follows:

#6188 - The E-mail Router service cannot connect to the Microsoft Dynamics CRM server or the Microsoft Dynamics CRM Online server to access user and queue information. Verify that the account that is used to run the E-mail Router service has sufficient permission to access the Microsoft Dynamics CRM server and that there are no connectivity problems. Microsoft.Crm.Tools.Email.Providers.EmailException: The E-mail Router service has excluded a configuration update action to give the E-mail Router Configuration Manager access to the configuration files. The E-mail Router service will try another update action during the next configuration update period.

at Microsoft.Crm.Tools.Email.Management.Configuration.YieldConfiguration()

at Microsoft.Crm.Tools.Email.Management.Configuration.LockConfiguration()

at Microsoft.Crm.Tools.Email.Management.Configuration.LoadInstance(String configurationSettingsFilePath, Boolean highPriorityAccess)

at Microsoft.Crm.Tools.Email.Agent.ServiceCore.UpdateConfiguration()

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Ragnar Hilmarsson 3,427 on at

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RE: CRM 2011 Email Router Issue

Hi

If you open Deployments in Email router configuration manager

What Access Credentials are you using? if "other specified" be sure that username and password is correct and that user has permission to CRM.

If you are using local system account be sure your cumputer running email router is in PrivUserGroup security group.

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Community Member on at

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RE: CRM 2011 Email Router Issue

Hi Ragnar,

1. The access credentials are "Other Specified", if the username and password are incorrect, the mails should not be delivered even after restarting the email router service. But the emails are getting delivered after restarting the email router service....Please correct me if my assumptions are incorrect.

2. The email router service is running under 'Local System' account when I checked it under services.msc

which user shall I need to add under PrivUserGroup?

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Ragnar Hilmarsson 3,427 on at

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RE: CRM 2011 Email Router Issue

HI

What version(Rollup) is your Email router and CRM , online or on premise?

Check this KB

support.microsoft.com/.../2755658

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Community Member on at

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RE: CRM 2011 Email Router Issue

Hi,

I have gone through the KB. It might be one of the reasons.

but my question is how much downtime is required to install the hotfix available in the link?

on CRM - UR 10 is installed

on Email Router - UR6 is installed.

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Ragnar Hilmarsson 3,427 on at

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RE: CRM 2011 Email Router Issue

Hi

For Email router it takes about 5-10 minutes, if you only update email router.

You can start on update email router and if still have error, then update CRM server also

latest RU for CRM is 16 www.microsoft.com/.../details.aspx

But be careful because in Rollup 12(wich is include in 16) where lot of changes(read about RU 12

support.microsoft.com/.../2795627)

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Community Member on at

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RE: CRM 2011 Email Router Issue

Ok Thanks a lot for the info.

I have some info regarding the UR 12. As our application is upgraded from 4.0, we are still using 4.0 code in JS and plugins. Anyways, another team is upgrading the existing 2011 application to 2013. They are completely rewriting the scripts.

Meanwhile, I will check whether the email router hotfix will resolve this problem or not.

Thanks,

Raghu.

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AFTAB HUSSAIN on at

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RE: CRM 2011 Email Router Issue

Hello Raghu,

Did you try to reinstall the Email Router by any chance at any to see of this fixed the problem. I guess this coming up due to the corrupt install bits.

If you are planning to reinstall it then,

follow the below article to un-install the e-mail router and ensure we have deleted old files and registry remnants.

msdn.microsoft.com/.../dd979417.aspx

Also if applicable check for the below.

msdn.microsoft.com/.../hh699708.aspx

Just as a reference-

blogs.msdn.com/.../microsoft-dynamics-crm-2011-e-mail-router-availability-and-scalability.aspx

Thank You !

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Community Member on at

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RE: CRM 2011 Email Router Issue

Hi,

I have installed the rollup 16 on CRM Email router but still we are facing the same issue.

How to resolve the problem permanently?

1. Will re-installing the email router fix this issue? Or

2. Currently email router is running under Network Service, If I change it to a service account, will it help?

Thanks,

Raghu.

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Ragnar Hilmarsson 3,427 on at

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RE: CRM 2011 Email Router Issue

Hi

I think next step is reinstall email router. I am not sure if it will fix your error but worth to try.

If you want to backup your settings :

Locate the following files in the folder <drive:>\Program Files\Microsoft CRM Email\Service\:

• Microsoft.Crm.Tools.EmailAgent.Configuration.bin

• Microsoft.Crm.Tools.EmailAgent.SystemState.xml

• Microsoft.Crm.Tools.EmailAgent.xml

• Microsoft.Crm.Tools.Email.Management.config

• EncryptionKey.xml

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martingr 600 on at

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RE: CRM 2011 Email Router Issue

Hi.

I have the exact same issue. Did re-installing the email router help or did you find another fix? Thanks

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