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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 2011 - 1 Users ema...
Microsoft Dynamics CRM (Archived)

CRM 2011 - 1 Users email stuck in "Pending Send" status - Outlook Email Client

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Posted on by Mike B Hartley

Hoping someone can help!

We currently have 10 users using CRM 2011 On-Premise with the Outlook CRM Client installed for Email purposes. For 9 of them everything works OK. For the other 1 their email gets stuck in the "Pending Send" state and will not send.

I have checked the configuration of her user account, it's the same as all the others. I've re-installed the Outlook CRM client, no change. I've re-started the email router service (even though we don't use it) and unsurprisingly that doesn't have any effect.

Googling Binging this doesn't give me any clear answers and the suggestions that exist on the web all seem to cover the same ground and tend to focus on the Email Router configuration - those who use Outlook CRM Client don't seem to find a clear solution (or not one they've shared anyway).

We're about to roll this out to a further 40 users in the coming weeks and I'd love to crack this ASAP so it doesn;t affect our rollout.

Any ideas?

Thanks in advance!

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I have the same question (0)
  • Al Ericson Profile Picture
    Al Ericson 240 on at

    Hi Mike,

    The emails staying in a pending status may be related to the user's CRM personal settings in Outlook.

    Have the affected user open Outlook, select File, CRM, and select Options to Set Personal Options.

    On the Personal Options pane, select the Email tab, and make sure the box is checked to "Allow Microsoft Dynamics CRM to send e-mail using Microsoft Dynamcis CRM for Outlook", and select OK.

    Hope this helps,

    Al

  • Mike B Hartley Profile Picture
    Mike B Hartley on at

    Hi Al,

    Thanks for the reply.

    I'd checked that and it is ticked. I have tried removing and re-installing the client but that has no effect.

    It's so annoying as it's only one user and they are setup no different to anybody else - they have the same user rights as others, there are other users configured identically who have no problems.

    Any other ideas at all? Anybody else got any thoughts?

    Cheers,

    Mike

  • Al Ericson Profile Picture
    Al Ericson 240 on at

    Hi Mike,

    I would also test with applying the system administrator role to the affected user, in order to eliminate possible security permission issues.

    If the issue persists, it would be necessary to gather further information as to any errors occurring when trying to send email from the affected user. I recommend to check the event viewer on the server and client machine after trying to send an emal from CRM and synchronizing with Outlook.

    If there are still no errors discovered in relation to the issue, it would be necessary to turn tracing on and check the client and possibly server trace files when the issue occurs.

    In order to turn tracing on for the client machine, navigate to start, all programs, Microsoft Dynamics CRM 2011, and select the Diagnostics item. On the Advanced troubleshooting tab, check the box to enable tracing, manually synchronize with the Outlook client to try and push the emails, and then uncheck tracing on the diagnostics.

    The trace files can be found in the local Appdata folder for the user. Select start, type %localAppdata%, select the local folder, Microsoft, MSCRM, and Traces. Search the trace files for "Level: Error".

    This may provide further details as to where the issue is stemming from.

    Thanks,

    Al

  • Mike B Hartley Profile Picture
    Mike B Hartley on at

    Hi folks,

    Sorry for the delayed response - got pulled elsewhere (as you do)

    Have done a complete removal and re-install on the clients PC and still have the problem. Run the diagnostics and the following lines crop up in the trace logs:

    [2012-07-23 14:23:42.504] Process:OUTLOOK |Thread:5044 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | CCrmServerState::IsServerAvailable File: c:\bt\20503\src\application\outlook\addin\crmserverstate.cpp Line: 43

    [2012-07-23 14:23:42.504] Process:OUTLOOK |Thread:5044 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | StateManagerSpy: 'CrmServer' State execution FAILED. OrganizationName='CRMxxxxxxxxx', OrganizationId='{44D7FE4D-DB3A-E111-BC06-0050568D0015}' Function: CStateEngine::Execute File: c:\bt\20503\src\application\outlook\addin\stateengine.cpp Line: 85

    [2012-07-23 14:23:42.504] Process:OUTLOOK |Thread:5044 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | StateManagerSpy: 'Authentication' State is going to execute. OrganizationName='CRMxxxxxxxxxxxx', OrganizationId='{44D7FE4D-DB3A-E111-BC06-0050568D0015}' Function: CStateEngine::Execute File: c:\bt\20503\src\application\outlook\addin\stateengine.cpp Line: 73

    [2012-07-23 14:23:42.504] Process:OUTLOOK |Thread:5044 |Category: Unmanaged.Platform |User: PlatformUser |Level: Info | Reading registry key 0B1A001A-9351-43d0-A6C0-44A8D711E020 failed Function: FReadDWORDRegKeyValue File: c:\bt\20503\src\application\outlook\addin\..\Common\utility.h Line: 220

    [2012-07-23 14:23:42.520] Process:OUTLOOK |Thread:5044 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | HrGetOutlookApp File: c:\bt\20503\src\application\outlook\addin\common.cpp Line: 56

    [2012-07-23 14:23:42.520] Process:OUTLOOK |Thread:5044 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | HrGetOutlookExplorer File: c:\bt\20503\src\application\outlook\addin\common.cpp Line: 138

    [2012-07-23 14:23:42.520] Process:OUTLOOK |Thread:5044 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | GetActiveExplorerHWnd File: c:\bt\20503\src\application\outlook\addin\common.cpp Line: 73

    Anybody got any ideas - it looks like this has now hit another user as well :(

    Thanks

     

  • Mike B Hartley Profile Picture
    Mike B Hartley on at

    Does anybody have any ideas at all please? I've tried various things and nothing seems to work.

  • Al Ericson Profile Picture
    Al Ericson 240 on at

    Hi Mike,

    I have another suggestion to apply.

    On the local machine close Outlook and navigate to C:\Users\localuser\AppData\Roaming\Microsoft\MSCRM\Client delete the EmailCache and OutlookSyncCache .sdf files. Then navigate to C:\Users\localuser\AppData\Local\Microsoft\MSCRM\Client and delete the CrmCache and OrgIdCache .sdf files.

    After removing the cache files, open Outlook and check the behavior. You may have to wait a few seconds for the cache files to rebuild before selecting to synchronize with CRM 2011.

    If this doesn't resolve the issue, you may need to open Service Request with Microsoft CRM support for further investigation.

    Also, after reviewing the trace files, it appears those are from the crmaddin file rather than the machinename-Outlook-Client file. The other trace file may have more details related to the issue.

     Unfortunately, due to the nature and complexity of this issue we are unable to assist with this request effectively in the Forums.  The Partner Forums are geared towards break-fix scenarios.   I would like to suggest the following resources to assist:

    • Submit a support incident so that a dedicated Support Professional can assist with this request.

     

    Thank you for your understanding!

     

    Al Ericson

  • Martin Haramburu Profile Picture
    Martin Haramburu 187 on at

    Hi Mike : I have the same issue with just one pc/user. all the rest working fine. Did you find a solution?

    Thanks.

  • Suggested answer
    Ryan Besko Profile Picture
    Ryan Besko 5 on at

    I was having this problem with 1 user for ever.  Tried all the stuff mentioned above: updated server and client to latest rollups, repairing Office, deleting temp files, etc.  In the end I did a repair on the Windows Live ID Sign-In Assistant and it started working.

  • Suggested answer
    JANANI SRI Profile Picture
    JANANI SRI 10 on at

    Hi Mike,

    In Settings go to Administration -> system Settings -> Outlook and reduce minutes option in 'Send Pending CRM email every'. Hope this will solve your issue.

    Regards

    Janani

  • wikky2007 Profile Picture
    wikky2007 40 on at

    Al's first answer is correct.  We experienced the same thing.  I updated the user's settings and a huge number of emails were then pushed out after having been stuck in Pending Send status.  Thanks, Al!

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