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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Problem with tracking ...
Microsoft Dynamics CRM (Archived)

Problem with tracking of large emails

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Posted on by Thomas Rath 665

Hi All

I desperately need your help with a problem that is causing me a severe headache.

We have a customer that is using the email router to track inbound emails to several queues in CRM 2013 sp1. The emails are handled by their customer service team who converts the emails to cases. In general this works fine but when the size of the emails exceed around 18MB they are not tracked. I have created a MS case and we have tried everything possible. Changing IIS settings, web.config, registry settings, DB settings, etc. Nothing works. The Maximum file size is set to 32.768 in CRM.

I recently discovered that we have exactly the same problem in our own internal CRM 2013. I also talked to a colleague who told me that he has also experienced similar issues a customer. They decided to live with the problem, so no case was raised with MS. My theory is that there is a general bug in the system. Not only does the email router not work. I have also experienced issues with tracking large e-mails from the Outlook client.

My question is if you would be so kind as to try it out on some of your CRM installations? I don't think it matters which version you are running. Are you able to track large e-mail (larger than 18MB) either using the email router or Outlook client e-mail tracking?

I need some ammunition to confront MS with this issue. You cannot claim to have a top class service system if you cannot trust the system to track all emails that is sent to your help desk mailbox regardless of size.

Thanks in advance

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  • mscrmba Profile Picture
    mscrmba on at
    RE: Problem with tracking of large emails

    Hi Thomas,

    Are the emails large because of attachments?

    Are you using Outlook?

    *  If so it's an Outlook issue as it has a 20MB limit and attaching a file bloats it by 37% (but other email services have very similar issues).

    *  Have you edited the Windows Registry?

    www.c-sharpcorner.com/.../various-ways-of-sending-large-attachment-files-in-ms-outlook

    Have you considered using a dropbox provider instead of emails?

    Have you considered splitting off attachments and sending them to a doc management store (e.g. SharePoint)?

    There are several add-on products that do this e.g.

    www.mscrm-addons.com/.../Default.aspx

  • Thomas Rath Profile Picture
    Thomas Rath 665 on at
    RE: Problem with tracking of large emails

    Yes the large emails typically contains 3-5 jpg images that accumulates to 18-25 MB.

    I had a look at you suggestion regarding the windows registry setting that extends the maximum attachment size. The problem is that the e-mails are tracked using the email router and not Outlook. We don't have Outlook installed on the server that is running the email router. So the registry settings regarding Outlook are not present at all. I added the specific setting manually and restarted the email router service. It did not seem to make any difference.

  • Kathryn Warner Profile Picture
    Kathryn Warner on at
    RE: Problem with tracking of large emails

    Did you resolve the issue?  We are finding that we cannot attach large files to notes in CRM even when they are under our designated limit.  The system generically errors out with no log file provided.  

  • Thomas Rath Profile Picture
    Thomas Rath 665 on at
    RE: Problem with tracking of large emails

    Hi Kathryn

    Your problem sounds different than this one. We are still working on it with MS support. The problem has been escalated to an Echange Expert. It turns out that it is not an Email router problem as such. It relates to limitations in Exchange when using the EWS "protocol". We discovered that the MAC clients had similar issues. They were not receiving the "large" emails. The MAC Outlook client for Exchange apparently uses the same protocol as the Email router. I'll hopefuly be able to post an update once we fix the problem.

  • Suggested answer
    Manoj Batchu Profile Picture
    Manoj Batchu 1,691 on at
    RE: Problem with tracking of large emails

    Hello Thomas,

    I have tested in my environment [CRM 2015 On-Premise] with Server Side Sync Configured with EWS [https://outlook.office365.com/EWS/Exchange.asmx].

    I was able to send/receive mails with attachment size less than 32 MB (Tested with 16 MB, 24 MB, 30 MB).  

    The only changes I have done.

    - Set Maximum File size to 32,768 KB [Under Settings>System Settings> Email > Set file size limit for attachments].

    - Below values in CRM Web.config.

    <httpRuntime executionTimeout="1200" maxRequestLength="32768"

     <httpRuntime maxRequestLength="32768" />

    - Execute IISReset and restart all the CRM Services.

    Note: Exchange Server allowed mails with attachment size up to 35 MB in my environment.

  • Kathryn Warner Profile Picture
    Kathryn Warner on at
    RE: Problem with tracking of large emails

    Thank you, Manoj for the reply.

    The problem seems to be organization specific.  I created an empty CRM organization in this same environment and have no problems attaching large files to note fields in the Empty CRM.  Since the empty CRM shares a web.config with the live CRM, I'm not entirely certain where to go with this.  Both have their file sizes set the same within the organization settins.

    It is unfortunate that the error that pops up gives no information and no error log is generated.

  • Suggested answer
    Manoj Batchu Profile Picture
    Manoj Batchu 1,691 on at
    RE: Problem with tracking of large emails

    Hello Kathryn,

    Did you get a chance to enable CRM Platform Trace when the issue is reproduced.

  • Thomas Rath Profile Picture
    Thomas Rath 665 on at
    RE: Problem with tracking of large emails

    Hi Manoj

    As mentioned earlier in this conversation the problem with e-mail tracking is not CRM related. It's related to the fact the EWS setup. So we are looking for at configuration issue on the Exchange server. NOT in CRM.

  • Manoj Batchu Profile Picture
    Manoj Batchu 1,691 on at
    RE: Problem with tracking of large emails

    Hello Thomas,

    We have configured the Email Server to use EWS Services for processing the emails, which does confirm that EWS is configured to allow mails of size 32MB.

    But we don't have any information on how EWS is setup.

  • Community Member Profile Picture
    Community Member on at
    RE: Problem with tracking of large emails

    Hi Thomas

    Did you manage to get this solved as i am having the very same issue.

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