Issues with Server Side Sync

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We've setup serverside sync and just ran into an issue where a Queue just stops checking email. We've disabled said queue and recreated it, and when it goes to run the test, the test just sits there and never completed. The mailbox it's checking is actually a shared mailbox that the email address has full rights to, it also has 120, 000 items in that mailbox...not sure if that might cause an issue. There aren't any errors or anything that I can provide to tell what's happening...if anyone has run into this please help!

Thanks

Bryan

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mscrmba on at

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Microsoft promote the idea of Forward mailboxes (i.e. large) rather than individual mailboxes - so large mailboxes should not be an issue.

technet.microsoft.com/.../hh699793(v=crm.6).aspx

Some things to consider (hope they're not wasting your time):

1. Is there a rogue message in the mailbox that has everything backed up behind it - I remember reading something about a scenario where a single email being deleted got everything sorted again. It was something to do with special characters in the email / special content of some type. It's an old error (in Email Router days) - but something similar could have occurred.

blog.customereffective.com/.../crm-40-forward-mailbox-hangs-on-emails-with-and-other-special-characters---exchange-2007-on-server-2008.html

gustafwesterlund.blogspot.com.au/.../email-router-webdav-problems.html

2. I suspect is unlikely to be the cause with SSS... but a Password containing special characters caused issues for Chris (using the email router):

community.dynamics.com/.../110444

technet.microsoft.com/.../windows-live-dns-support-2.aspx

3. Has the mailbox been disabled? Some SSS 2013 deployments have suffered from that happening (apparently at random). Last I heard was that if it was an issue for you Microsoft had a fix available if you logged a support call.

4. Mailboxes of users/queues that need to use SSS have appropriate Synchronization Methods set to SSS and Email Server Profile lookup is pointing to the Email Server Profile (ESP) record. This can be done by using by first setting the desired values in default email settings in system settings and then selecting the appropriate mailbox records and clicking Apply Default Email Settings button on the ribbon.

For troubleshooting, you should be able to look for alerts in mailbox records. Sometimes a button on alert called Show Details is available that can give Exchange Error Code. You can also get detailed error information in CRM traces of the async service machine.

5. What version are you on (SP1?, RU?)

There is a post from Oystein that indicated they were having similar issues on 2013 RU2. (They decided to revert to the Email Router, but that was back in 2014.) social.microsoft.com/.../server-side-sync-uninstall-or-a-fix-

There's another post from New2CRM that had similar issues - but possibly more extensive than you:

social.microsoft.com/.../crm-2013-email-setup-various-problems

It is possible that a release / SP you have not deployed has addressed issues around e.g. large mailbox.

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Maarten Docter 2 on at

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We have this same issue in two customer CRM organizations. A queue for incoming mail which runs sometimes for weeks without any trouble and than suddenly stops checking/receiving e-mails. The workaround for us to get it processing the e-mails again is:

- In CRM go to Settings >> E-mail >> Mailboxes;

- Open the mailbox record which is associated with your queue;

- Click the ribbon button 'Test and Enable Mailbox';

- After a minute or so you'll see the e-mails being added to the queue again.

But we haven't found a cause yet.

Does someone know how to monitor Server Side Sync (SSS) or how to fix this?

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mscrmba on at

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Hi Maarten,

If your mailbox has been disabled - Last I heard (late last year) was that Microsoft had a fix available if you logged a support call.

My team had written some code to monitor (identifying when mailboxes were being disabled) until the fix was available - but you might as well try for an actual fix.

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Maarten Docter 2 on at

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Hi mscrmba,

This sounds very plausible. After writing my original comment I created a support call and they will get back to me in a few hours from now. I will add the outcome of that support call to this thread if it's of any use.

Do you know the reason for a perfectly valid mailbox to get disabled by some process? And which process is responsible for doing this?

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mscrmba on at

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Hi Maarten,

Sorry - another member of my team was following it up (I never heard the details) - all I remember is that it caused absolute chaos for one of our clients and we had to do some hasty workarounds to try to minimise the business impact....

Will be interested in what you find out. I am sure this is impacting others as well - so I'm sure we would all like to hear anything you end up learning along the way.

If you can also post your ticket/support call number that may also be of some real assistance to future problem solvers.

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Maarten Docter 2 on at

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Status Update:

The support engineer called, but we couldn't investigate the issue, because currently the Exchange Online service experienced some problems (as we saw in the Office 365 portal). This service needs to be OK to continue :-( which will be on Tuesday because of a bank holiday after Pentecost.

I asked her what could be causing mailboxes to be disabled and she answered that that could be caused by Exchange Online Service interruptions. It's a known issue with mailboxes that use Server Side Sync. Hopefully they have a fix...

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Community Member on at

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Hi Maarten,

I am wondering if you or someone can help me on this.

We are on go live stage and facing exactly similar issues, after a successful testing of mailbox it becomes disable and stops receiving email. The mailbox has worked initially and all of sudden it has stopped receiving emails and is now becomes disable.

Did you guys got any response from Microsoft. Also in our case there has not been any Alerts generated.

Thanks

Ranjeet

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Maarten Docter 2 on at

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Hi Ranjeet,

The support employee could not help me any further. They told me to apply the workaround and file a request in the Microsoft Connect Portal to get it fixed, so I did. You can find it here:

https://connect.microsoft.com/dynamicssuggestions/feedback/details/1380114/server-side-sync-mailbox-gets-disabled-when-exchange-online-service-interruptions-occur

It has only three up votes and no reply from Microsoft, so it's still i.m.h.o. a big issue without any action. Server Side Sync is currently very unreliable.

We have this issue in multiple customer organizations and are thinking about stepping away from the Server Side Sync and replace it with an e-mail router installation. An e-mail router doesn't stop when an Exchange Online mailbox can't be reached for a certain amount of time and just keeps retrying until the mailbox can be reached again. Hope this helps.

Good luck,

Maarten

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Community Member on at

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Hi all,

I know this doesn't help answer the query, but I thought it was worth sharing that you're not the only ones! We have the same issue in multiple orgs and the result of the support cases for all of these orgs was to "Test & Enable" when it seems like the mailbox has stopped processing.

Thanks,

Aaron

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Sumeet Ballani on at

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Maarten...

Many of my customers facing similar issue too.

I have a support call raised with MSFT for than a month now... and no resolution...

Below is link for one more request on Connect regarding this:

https://connect.microsoft.com/dynamicssuggestions/Feedback/Details/1705801

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