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IncomingEmailReject Trace Code: 29

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Posted on by JDMCRM 1,795

Hi,

We have a trial D365 Online enviornment and a Production D365 Online environment. In both cases when trying to setup Queues to work with Shared Mailboxes (Exchange Online - Server Side Sync) incoming email is rejected with Trace: IncomingEmailRejected and error code: 29. In both environments, testing incoming and outgoing mail returns 'Success'. Replicating the setup in CRM 2016 Update 1 the process works perfectly. Emails are processed with no errors.

Example of D365 trace errors:

tracecode : 29
machinename : [machine name]
errortypedisplay : IncomingEmailRejected
errordetails: Null
collationlevel : 0
modifiedon : 11/14/2016 4:48:59 PM

tracecode : 29
machinename : [machine name]
errortypedisplay : IncomingEmailRejected
errordetails: Null
collationlevel : 0
modifiedon : 11/14/2016 4:48:46 PM

In the production D365 environment, if I download the Mailbox details for the Queue, it appears a cycle error message is also returned in addition to the IncomingEmailRejected trace error:

Mailbox Last Sync Cycle Information
lastsuccessfulsynccompletedon : 11/14/2016 4:59:08 PM
lastsyncerror : T:147
ActivityId: 4ee897ca-0bc9-4b95-880a-fcf1710363d3
>Exception : Unhandled Exception: System.Net.WebException: The request was aborted: The request was canceled.    at System.Web.Services.Protocols.WebClientAsyncResult.WaitForResponse()    at System.Web.Services.Protocols.WebClientProtocol.EndSend(IAsyncResult asyncResult, Object& internalAsyncState, Stream& responseStream)    at System.Web.Services.Protocols.SoapHttpClientProtocol.EndInvoke(IAsyncResult asyncResult)    at Microsoft.Crm.Asynchronous.EmailConnector.ExchangeServiceBinding.EndFindFolder(IAsyncResult asyncResult)    at Microsoft.Crm.Asynchronous.EmailConnector.FindSearchFolderStep.EndCall()    at Microsoft.Crm.Asynchronous.EmailConnector.ExchangeIncomingEmailProviderStep.EndOperation()

Is anyone able to shed light on this issue?

Categories:
Customer Service
  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: IncomingEmailReject Trace Code: 29

    So obvious when you say!  Yes it was my Process, it was performing action on incoming email creation.  Thank you.

  • Verified answer
    JDMCRM Profile Picture
    JDMCRM 1,795 on at
    RE: IncomingEmailReject Trace Code: 29

    Hi Dinesh,

    After some investigation, we found this error is nearly always caused by workflows or processes that fail to run. For example, if you have an active Workflow that replaces the sender ('From') on save of a new Email Record (you may want to always send email as a Queue for example - reduces manual effort), but haven't specified in the Workflow conditions that it must only fire if the direction of the Email is outgoing, then this error will be produced, as the workflow will fire on incoming email and try to change the value in the 'From' Field, which isn't possible. Instead of the Email entering CRM and throwing an error, it produces error code 29 and rejects it all together. If you are Online, the system gives you no information as to what the cause is.

    If you have Automatic Case Creation Rules, Workflows that aren't built correctly on the Case Entity can cause the Email to be rejected from the System (to our surprise - we assumed the Email would come in and then fail on Case conversion. No, if something isn't set up correctly within the whole process, the Email is rejected from the System).

    My advise would be to disable your Workflows one by one (by order of probability of it causing the error) and retest by sending test mail. If you still can't identify where the issue lies, you can create a Support Ticket with Microsoft. They have access to the back-end server logs that aren't available to Users/Partners in Online environments. If you can provide the date and time of a couple of Failed Emails (screenshot the Server-Side Sync Dashboard), they will be able to cross reference the information you have given them with error messages in the Server Log and find more detailed error messaging (Workflow causing the issue).

    Hopefully this will help others as well. There is little to no information about this error code online. Even Microsoft had nothing in their Knowledge Base that referred to this Error Code.

  • Dinesh Nanayakkara Profile Picture
    Dinesh Nanayakkara on at
    RE: IncomingEmailReject Trace Code: 29

    HI,

    I got the same error. Did you manage to resolve this?

    TIA.

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