Incoming email is not showing in CRM

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Posted on by Alaa Ramadan

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we are using CRM 2011 and email router

for unknown reason, one of the users is not able to see incoming email any more in CRM even though it was working perfectly till some time yesterday

The incoming emails are showing successfully in Exchange but not flow to CRM

This happened in Test and Production for that user only

What could happened for that user profile to prevent email from showing in CRM?

if it's email router issue then how does it happened in 2 different environment in the same time?

if it's exchange issue then the email already picked up in the mailbox in the Exchange

I would appreciate any help

Thank you!

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Royal King 27,686 on at

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Check the even viewer where you email router installed that will provide more information about why it was not able to process the email

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Prati 980 on at

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Hello Alaa ,

Please check if the CRM Addins are enabled in Outlook . And if he can send emails from Crm Client for Outlook .

Thanks and Regards

Prashant T

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Prati 980 on at

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Hello Alaa ,

Please check the Personal settings on CRM -- refer below Link

msdn.microsoft.com/.../hh550196(v=crm.6).aspx

Thanks and regards

Prashant T

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Aileen Gusni 44,524 on at

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Hi Alaa,

I assumed that you have set the email configuration correctly, either using email router or server side, but I think you use email router, right.

"This happened in Test and Production for that user only"

--> Have you checked in this user, make sure you have approved this user primary email + the email set in the user is valid + you need to make sure this user using Email Router for the incoming profile, not Outlook.

Thank you.

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Alaa Ramadan 4,130 on at

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Thanks for your reply.

The point is all users had their settings configured properly the same way and they all have been working properly ever since. only one user all the sudden start complaining about not receiving his email in CRM even though the same emails goes to outlook

nothing change in any of the users settings.

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Royal King 27,686 on at

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May be users primary smtp address changed in the exchange. CRM will track email only from primary smtp address of the user not from alias.

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