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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Customers received dup...
Microsoft Dynamics CRM (Archived)

Customers received duplicate emails from CRM Server

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Posted on by 64197 165

Hi All,

I am unable to find the reason for below scenario. 

Currently we are having a MS Dyncmics CRM 2016 onpremise server with server side sync enabled.

The business users will communicate the customers with Emails.

one day we experienced that outside customers received 100's of same email again and again. But there are no corresponding activities in CRM system. There are 10-20 members experienced the similar issue.

Can any one help me on how to find the issue? Has anyone experienced the similar situation?

Thank you.

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I have the same question (0)
  • bac26 Profile Picture
    bac26 2,268 on at

    If you go into sent messages, does it show the 100's of emails that went out?   Is there are workflow that these emails came from?    I have never seen this happen without a cause so need to let us know more info please.

  • Wayne Walton Profile Picture
    Wayne Walton 13,730 on at

    Also, check the Exchange server outgoing logs to see if it got sent from the serer several times or if the issue is downstream.

  • 64197 Profile Picture
    64197 165 on at

    In exchange side we observed that it processed that many times

  • 64197 Profile Picture
    64197 165 on at

    There are no duplicate activities in the system. Only one email was sent several times.

    Sending an email is a manual process. No workflow associated.

    We observed that this issue happend for some emails and happend after when crm server back from outage

  • Suggested answer
    bac26 Profile Picture
    bac26 2,268 on at

    If the process only shows as running once and there were 100's of emails, you will need to work on Microsoft with this.  This usually does not "just happen" unless someone or something triggers this.  Without seeing an audit trail, it would be hard to figure out.     Microsoft would be your best bet

  • 64197 Profile Picture
    64197 165 on at

    I know. Audit was not enabled.

    Can you just give me idea on what are areas we have to look for to figure out the issue?

  • Verified answer
    Wayne Walton Profile Picture
    Wayne Walton 13,730 on at

    There's nothing to find, that's the problem.  If CRM says it only created on record, an Exchange says it received hundreds, there's no way to say where it failed without logging already enabled.  

    It could be something as esoteric as network routing issues, which would technically be neither system's "fault".

  • Suggested answer
    bac26 Profile Picture
    bac26 2,268 on at

    It could of been a glitch with Exchange as well so I would definitely call Microsoft.  

  • 64197 Profile Picture
    64197 165 on at

    Thanks for the reply.

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