Microsoft Dynamics CRM (Archived)

Email router error when trying to load data

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Posted on by etienne_wrs

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Hello

I have a very strange situation and it's been blocking me recently.

I have successfully installed and configured an email router instance to be used to send emails from our online CRM instance a few weeks ago.

I have only configured and tested emails out scenario, and I want to try a forward mailbox and other options available for incoming emails.

But, when I launch the Email router configuration and try the "Load Data", I get the following error :

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E-mail Router Configuration Manager

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The E-mail Router Configuration Manager was unable to retrieve user and queue information from the Microsoft Dynamics CRM server. This may indicate that the Microsoft Dynamics CRM server is busy. Verify that URL 'dev.crm5.dynamics.com/cd26c4be006c4exxxxx& is correct. Additionally, this problem can occur if specified access credentials are insufficient. To try again, click Load Data. (Metadata contains a reference that cannot be resolved: 'dev.crm5.dynamics.com/.../Discovery.svc.)

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I modified the organisation unique ID above but I'm sure it is the correct one.

Additionally, when digging in the windows event viewer I can see this error :

The E-mail Router service could not process a provider work item using assembly: Microsoft.Crm.Tools.EmailProviders.dll and class: Microsoft.Crm.Tools.Email.Providers.SmtpPollingSendEmailProvider. System.InvalidOperationException: Metadata contains a reference that cannot be resolved: 'dev.crm5.dynamics.com/.../Discovery.svc. ---> System.Net.WebException: The remote server returned an error: (407) Proxy Authentication Required.

at System.Net.HttpWebRequest.GetResponse()

at System.ServiceModel.Description.MetadataExchangeClient.MetadataLocationRetriever.DownloadMetadata(TimeoutHelper timeoutHelper)

at System.ServiceModel.Description.MetadataExchangeClient.MetadataRetriever.Retrieve(TimeoutHelper timeoutHelper)

--- End of inner exception stack trace ---

at Microsoft.Crm.ServiceProxyCache`1.GetNewServiceProxy(Uri serviceUrl, Credential credentials, Uri homeRealmUrl, String passportEnvironment, String onlineServiceEnvironment)

at Microsoft.Crm.Tools.Email.Providers.Utility.GetOrganizationUrl(Uri discoveryServiceUrl, Credential credentials, String organizationName)

at Microsoft.Crm.Tools.Email.Providers.Utility.GetCrmService(Uri discoveryUri, String authMode, String userName, String password)

at Microsoft.Crm.Tools.Email.Providers.CrmPollingSendEmailProvider.Run()

at Microsoft.Crm.Tools.Email.Agent.ServiceCore.ExecuteProviderWork(Object providerQueueRequestObject)

Now I am really puzzled because despite having these errors, which basically indicates the connection is not working or there is something wrong with it, the email router is working just fine, and actually sending emails out like it should.

Hope someone can help me in fixing this error.

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RE: Email router error when trying to load data

Hi,

The Load Data of CRM Email Router completely depends upon the Deployment tab.

Since you are using CRM On-Premise,

1. Download Email Router from the download center: HYPERLINK http://www.microsoft.com/en-us/download/details.aspx?id=27818

2. My Company should be selected as Deployment.

3. Microsoft Dynamics CRM Server should contain you CRM Server URL with the port number and the organization name. (HYPERLINK "http://crmdiscoveryserver/"http://CrmDiscoveryServer:(port>/<OrganizationName>)

4. Set Access Credentials: Other specified and enter the Logon information of the CRM System Administrator.

5. Ensure the System time is correct on your DC, CRM Server and Email Router.

6. Ensure that the CRM Server and Email Router are on the same Update Rollups.

Thank You.

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etienne_wrs 720 on at

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RE: Email router error when trying to load data

Hi Churchill

Thanks for you answer but unfortunately it didn't help.

Our CRM is online instance, not on premise, even though the email router instance is on-premise (because that's the only option anyway).

And as I said, the email router is correctly configured since it is sending emails out. However, I'm getting the error above when trying to load data. And I need to do so to configure a forwad mailbox.

From what the error says, it something to do with a proxy, I will try to dig down this way.

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etienne_wrs 720 on at

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RE: Email router error when trying to load data

Alright I actually solved my problem with a bit of luck. It was as I thought, a setting, which was just internet options, I had the box saying detect settings automatically ticked, which based on the network I'm in, was trying to reach URL through a proxy and that caused the problem etc...

I'm not sure I understand how the email router was working and how I could connect to internet (including the CRM application of course) from that server, problably I had a set of credentials saved to connect to the proxy from internet explorer and that was not working for the Email router config application (but was working for the email router Service which is running with another service account)..

somethine along those lines...

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Community Member on at

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RE: Email router error when trying to load data

I had the same issue and i resolved it by accessing my CRM online organisation within the Email router VM which said " you haven't logged in from this computer..." and asked me authenticate myself by sending me and validation code. Once i did it the issue was resolved.

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Niranjan 30 on at

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RE: Email router error when trying to load data

The suggession provided by etienne_wrs is working.

Run IE under the same account by which Email Router configuration wizard is running.

Click on Internet Option->Connections

Click on LAN Settings

In the dialog opened if the option 'Automatically detect settings' is selected then uncheck the option.If you have automatic configuration script used in your organization please check that and provide your address(this is optional).

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awad on at

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RE: Email router error when trying to load data

I actually resolved this problem by installing Desktop Experience On Windows Server 2012.

Please following the link to install Desktop Experience on Windows Server 2012

blogs.technet.com/.../install-desktop-experience-on-windows-server-2012.aspx

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Pradeep Pawar 2,930 on at

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RE: Email router error when trying to load data

Just for Information, IIS reset works for me in my case :)

Pradeep P

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Durgaprasad 80 on at

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RE: Email router error when trying to load data

Hello,

I've the similar problem, but I am using microsoft online crm.

Getting the same error the email router was unable to retrieve user and queue information.

My online crm url is https://katarisoft.crm5.dynamics.com/org12102ce1.

Any help is much appreciated.

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Bipin D365 28,983 Moderator on at

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RE: Email router error when trying to load data

We are facing strange issue with CRM Email router 2016.

CRM Version : CRM online 2016

Profile: Outgoing (cloudmail.microsoft.com)

We have configured the Email router settings and after clicking on Load data we are getting below error

Error Log details after enabling CRM Email router Tracing

#6188 - The Email Router service cannot connect to the Microsoft Dynamics CRM server or the Microsoft Dynamics CRM Online server to access user and queue information. Verify that the account that is used to run the Email Router service has sufficient permission to access the Microsoft Dynamics CRM server and that there are no connectivity problems. Microsoft.Crm.Passport.IdCrl.IdCrlException: GetAuthStateEx() - Request Status:

at Microsoft.Crm.ServiceProxyCache`1.BuildServiceProxy(Uri serviceUrl, Credential credentials, Uri homeRealmUrl, String passportEnvironment, String onlineServiceEnvironment, IServiceConfiguration`1 serviceConfiguration)

at Microsoft.Crm.ServiceProxyCache`1.GetNewServiceProxy(Uri serviceUrl, Credential credentials, Uri homeRealmUrl, String passportEnvironment, String onlineServiceEnvironment)

at Microsoft.Crm.Tools.Email.Providers.OrganizationUrlCache.DiscoverOrganizationUrl(Uri discoveryServiceUrl, Credential credentials, String organizationName)

at System.Lazy`1.CreateValue()

at System.Lazy`1.LazyInitValue()

at Microsoft.Crm.Tools.Email.Providers.OrganizationUrlCache.GetOrganizationUrl(Uri discoveryServiceUrl, Credential credentials, String organizationName)

at Microsoft.Crm.Tools.Email.Providers.Utility.GetOrganizationServiceUrl(Uri discoveryUri, String authMode, String userName, String password)

at Microsoft.Crm.Tools.Email.Providers.Utility.GetCrmService(Uri discoveryUri, String authMode, String userName, String password)

at Microsoft.Crm.Tools.Email.Management.Deployment.LoadServerSetting()

at Microsoft.Crm.Tools.Email.Management.Deployment.Load(BackgroundWorker backgroundWorker)

at Microsoft.Crm.Tools.Email.Management.Configuration.UpdateAll(Boolean refreshDeployments, String configurationSettingsFilePath, String configurationFilePath)

Error Log details in Event Viewer

#26234 - The Email Router service could not process a provider work item using assembly: Microsoft.Crm.Tools.EmailProviders.dll and class: Microsoft.Crm.Tools.Email.Providers.SmtpPollingSendEmailProvider. Microsoft.Crm.Passport.IdCrl.IdCrlException: GetAuthStateEx() - Request Status: at Microsoft.Crm.ServiceProxyCache`1.BuildServiceProxy(Uri serviceUrl, Credential credentials, Uri homeRealmUrl, String passportEnvironment, String onlineServiceEnvironment, IServiceConfiguration`1 serviceConfiguration) at Microsoft.Crm.ServiceProxyCache`1.GetNewServiceProxy(Uri serviceUrl, Credential credentials, Uri homeRealmUrl, String passportEnvironment, String onlineServiceEnvironment) at Microsoft.Crm.Tools.Email.Providers.OrganizationUrlCache.DiscoverOrganizationUrl(Uri discoveryServiceUrl, Credential credentials, String organizationName) at System.Lazy`1.CreateValue() at System.Lazy`1.LazyInitValue() at Microsoft.Crm.Tools.Email.Providers.OrganizationUrlCache.GetOrganizationUrl(Uri discoveryServiceUrl, Credential credentials, String organizationName) at Microsoft.Crm.Tools.Email.Providers.Utility.GetOrganizationServiceUrl(Uri discoveryUri, String authMode, String userName, String password) at Microsoft.Crm.Tools.Email.Providers.Utility.GetCrmService(Uri discoveryUri, String authMode, String userName, String password) at Microsoft.Crm.Tools.Email.Providers.CrmPollingSendEmailProvider.Run() at Microsoft.Crm.Tools.Email.Agent.ServiceCore.ExecuteProviderWork(Object providerQueueRequestObject)

When we are using service account in Email router deployment configuration facing this issue. However when I used my credential in Email router deployment configuration tab it is working fine.

Request you to please help as this is blocking our project deliverables.

Appreciate your help !

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Community Member on at

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RE: Email router error when trying to load data

Bipin, did you ever figure this out? We are seeing the same thing with the German cloud.

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