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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Error Message "Yo...
Microsoft Dynamics CRM (Archived)

Error Message "Your mailbox has been disabled for receiving email."

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Posted on by Community Member

We have an MS CRM Online setup and we configured the mailbox which works 1 day then it gets disabled. Then after testing using the Test and Enable option of the Mailbox settings we receive a successful test setup and Mailbox will resume working as well as the auto case creation rule, case update etc..

The below is the message that we get in the alerts

Delete the alert.
Your mailbox Support Queue has been disabled for receiving email. Make sure that the credentials specified in your mailbox record are correct and have sufficient permissions for receiving email. Then, enable the mailbox for email processing.
And after Testing and enabling we get the below series of messages.
Below is the Mailbox setup:
Any ideas on what might be causing this and how to resolve this recurring issue?
The MS Exchange online Email address type is shared mailbox which is used as the mailbox in CRM which we use for support.

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    4532.mailbox.jpg

  • Community Member Profile Picture
    Community Member on at

    Hi Louay, did you find a resolution?  I feel a lot of people (including me) are struggling with the mail features of CRM at the moment and your findings could help us all out.

    Thanks

  • Community Member Profile Picture
    Community Member on at

    I think this could be related to the use of 'Shared Mailboxes' as mailboxes in CRM but I cannot prove this yet.

  • Community Member Profile Picture
    Community Member on at

    Hi Lee,

    I think you're right about the Shared Mailboxes being the problem. I'm only experiencing this issue when using Shared Mailboxes. Have you found a solution?

    Thanks,

    Jeff

  • Community Member Profile Picture
    Community Member on at

    Hi Jeff, I didn't. In the end I converted to a user mailbox, licenced it in CRM and used that.

    It would be good if someone could confirm if Shared Mailboxes are supported in CRM or if this is by design behaviour.

    Maybe raise a case with MS?

    Regards

    Lee

  • flavia.takushi Profile Picture
    flavia.takushi on at

    Hi Louay,

    You and eredn are right, this is related to shared mailboxes.

    This is because there was a changing on Exchange side regarding the behavior of shared mailboxes, and this is impacting the way they work with CRM when using server side sync.

    This issue is being handled by Exchange team through an internal investigation.

    In the meantime, the workaround is to use a standard mailbox (with license) instead of a shared mailbox.

  • Community Member Profile Picture
    Community Member on at

    Hello Flávia,

    Do we have a KB for the issue you mentioned ? and any ETA for the fix ?

    We are also facing this problem and customer is asking for the final fix

    Thanks,

    Linh Nguyen

  • flavia.takushi Profile Picture
    flavia.takushi on at

    Hi Linh,

    Unfortunately I don`t have this information and there is no KB for this issue.

  • Community Member Profile Picture
    Community Member on at

    Hello,

    I had opened a case to MS support and turned out the issue was mentioned in this KB:

    support.microsoft.com/.../2972143

    Having the manually inputted works for me (my CRM domain is *.crm6).

    Also there is another article for helping the manual change process in case the fields are disabled/hidden: www.concurrency.com/.../crm-online-server-side-sync-autodiscover-fix

    I hope this will help.

    Regards,

    Linh

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