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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email with Statut Sent...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Email with Statut Sent in CRM , not received, and not tracked in Exchange

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Posted on by Rida 125

Hello,

I'm facing an issue with Emails sent from CRM, we are using Dynamics 365 on Premise V9 and Exchange Online.

There are some missing emails, the user are complaining that they did not recieve  some ( not all ) emails since January 27th .

Those missing Emails are in statut sent in CRM, but they don't exist in exchange trace.

Have you any idea ? 

Thanks in advance.

Rida.

I have the same question (0)
  • prt33k Profile Picture
    prt33k 6,907 on at

    What does the audit on email says?

    Are you able to send email now - or nothing is going out after Jan 27th?

    Are all the email in status = sent are not received or just some of them?

  • Rida Profile Picture
    Rida 125 on at

    Yes we can send/receive Emails but there are some emails that are not received even if the status is sent

  • prt33k Profile Picture
    prt33k 6,907 on at

    Enable audit on email entity and see how the status are getting transitioned and what are in-between status.

    Also, did you enable the server side sync failures dashboard?

    Do follow this guide to check configuration.

    docs.microsoft.com/.../troubleshooting-monitoring-server-side-synchronization

  • Rida Profile Picture
    Rida 125 on at

    The audit on ower organisation is not working.

    There aren't any issue in the server side sycnfaillures dashboard.

    The problem is not general there are some email with status Sent but the user are complain because they did not found them in there EmailsBox or junk email. Even in exchange we did not found those emails.

  • Suggested answer
    prt33k Profile Picture
    prt33k 6,907 on at

    Hi Rida,

    In that case do raise a support ticket.

    If it is on a specific company domain where the email are not being received then the admin of the receiver exchange should check for the logs too. If it is just public domain where the email is not being received then support engineer would be the way to go.

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