E-Mail settings are not correct

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I am a user of office 365 with CRM online subscription under the same tenant. I have two different office 365 account, one of which has been assigned with Dynamics CRM Online License.

As I looked into the user settings in Dynamics CRM Online under Settings>Security>Users, both users are listed here. I do not know why.

As I then looked into the mailbox settings in Dynamics CRM Online under Settings>Email Configuration>Mailboxes. I have seen only one Mailbox there. But it is not my Email address, it is an Email address starts with something like "Placeholderorg....".

When I tried to set up the server side sychronization, it will always fail.

As I installed CRM for outlook, a window will always show up, which says. "To track emails and perform synchronization, your Outlook email address should be the same as your email address in Microsoft Dynamics CRM"

I have followed the instructions under "https://www.microsoft.com/en-US/dynamics/crm-customer-center/the-outlook-email-address-should-be-the-same-as-the-CRM-email-address.aspx". No luck.

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ThomasN 3,190 on at

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Hi Chao, Thank you for reaching out.

1. Users show up anytime they have a license added even just once, and once they are added in CRM users they cannot be removed. Global Admin's automatically have a CRM License.

2. The placeholderorg... if this ends with onmicrosoft.com that would be a user who does not have email enabled.

In CRM find the user who has the license assigned (Enabled) that you want to have the email setup in CRM. On the User form the top field is username and that should match the username that profile logs into O365 with. Then scroll to the bottom at administration section is a mailbox field. That field will have a link to the mailbox for that user. There you should see the email show correctly. Make sure in O365 that profile has been given an email address and email turned on in Exchange.

Please verify if this helps. If not clarify and I am happy to help. Have a great day! -Tom

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On the user form, the mailbox for the user is the email address starts with "Placeholder". But the address ends with "emailservice.com". Not "onmicrosoft.com".

Does that mean that the mailbox has not yet been email enabled?

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Community Member on at

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Hi Thomas, thank you for the answer. I have checked again and found out that the mailbox has not yet been enabled. I tried to "test and enable" it, but failed, because "the mailbox location could not been determined"

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ThomasN 3,190 on at

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Hi Chao, Can you check with the Exchange admin to see if that user has a mailbox in Exchange set up?

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Community Member on at

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Yes, I have used this email for quite a while.

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ThomasN 3,190 on at

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Ok, talked with our Exchange practice to get some more clarity on this. I have some questions.

1. Can you send a screenshot of the mailbox? (block out personal stuff)

2. Is your login for O365 the same as the username on the user in CRM?

3. What is some history about this email or user? Was one deleted at any point and recreated, license assignments, etc?

Just trying to help.

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Community Member on at

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Hi Thomas

1. screenshot as below. Sorry I am using German user interface. And I didn't post the screenshot of Exchange Online mailbox pages. Because all the meaningful fields are related to personal information. Please let me know which pages do you need, if I was misunderstanding.

2. Yes, the logins at CRM and O365 are the same.

3. No. This mailbox has never been recreated. It exist since the O365 Tenant was activated.

Thanks again for the quick help.

Chao

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ThomasN 3,190 on at

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Hi Chao,

This is fine, thank you. Can you try simply changing the email address to whatever your email address is for this user? Also no matter what you do the email address has to match the username you use to login with.

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Community Member on at

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Yes, Thomas. It works now. Thank you very much.

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