Errors and Problems with CRM Email Router

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Hi There - Looking for some guidance on a 3 hour outage we had with the Email Router last night. I have racked my brain and I can't find any reason for the issues. I have CRM 2011 online hooked up through the email router to 4 email addresses for incoming and outgoing mail. The 4 email accounts are all Office 365 accounts, and I know the incoming and outgoing mail profiles are all set up correctly as they were working correctly up to 6.30pm last night - and they are working again fine now. From 6pm any mails they were attempting to send through CRM stuck at either 'Sending' or 'Pending Sending' with repeated attempts to resubmit. This was not a large number of mail - 4 or 5 at most. Around 8pm I noticed the problem and upon investigate assumed that it was a particular email that was causing the issue - so I deleted all the pending mails. However - further newly generated mails, including test mails, suffered the same problems. At the same time any incoming mail was not processed into CRM - yet reached the inboxs of the office 365 account.

In total the problems logs 1616 events in the event viewer on the server where the email router resides. Here are a few of them:

"#26090 - An error occurred while opening mailbox support@**********.net. Microsoft.Crm.Tools.Email.Providers.EmailException: An error occurred while executing POP3 command "<Command removed for security reasons>". The server response was: "-ERR Connection is closed. 12"."

"#61042 - An error occurred while processing the outgoing e-mail message with subject "Case Reference CSF-03685-H1V0J8 assigned to Support" for SMTP: disco.crm4.dynamics.com******** for delivery through smtp.office365.com. System.Net.Mail.SmtpException: The SMTP server requires a secure connection or the client was not authenticated. The server response was: 5.7.1 Client was not authenticated"

"#26234 - 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.Pop3PollingMailboxProvider. Microsoft.Crm.Tools.Email.Providers.EmailException: An error occurred while executing POP3 command "QUIT". The server response was: ""."

"#14494 - A provider work item using assembly: Microsoft.Crm.Tools.EmailProviders.dll and class: Microsoft.Crm.Tools.Email.Providers.SmtpPollingSendEmailProvider has been aborted because it has been running for longer than the allowed execution time. This behavior may occur when there is a problem with the network or because the e-mail server is busy. Verify that you can log on to the e-mail server by using an e-mail application that uses the account specified for the E-mail Router."

"#61042 - An error occurred while processing the outgoing e-mail message with subject "Case Reference CSF-03685-H1V0J8 assigned to Support" for SMTP: disco.crm4.dynamics.com******** for delivery through smtp.office365.com. System.Net.Mail.SmtpException: Failure sending mail. ---> System.IO.IOException: The read operation failed, see inner exception. ---> System.Threading.ThreadAbortException: Thread was being aborted."

"#26234 - 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.Threading.ThreadAbortException: Thread was being aborted.

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

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

So - I was flumoxed. Given the number of errors regarding authentication/usernames and passwords I retyped the email addresses and passwords into the profiles, having confirmed that the same details got me into the individual inboxes. But this didn't resolve the issue.

Then - at around 9.30 it all kicked in and began working again. Any emails that were in the inboxes arrived in CRM and all outgoing traffic was processed as expected. It is still functioning as it should now nearly 12 hours later.

Given that CRM, Email Router and the Office 365 account are all Microsoft products how do I find out if there was an outage somewhere between the 3? And how can I guard against it happening again. At 6.30pm in the evening it had minimal impact - however if the same thing was to happen during business hours (9-5) then it would be a big big problem.

Regards

Noel Burns

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Muhammad Adeel Javaid 5,580 on at

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Please check the following:

- Check the ‘E-Mail Access Configuration’ settings are correct (User administration in CRM)

- That the username and password in the users queue is correct (‘Queue Information -> ‘Configure Credentials for E-Mail Router’

- Log into CRM as the user, go into personal settings (File -> Options -> Email) and make sure the username and password there is correct.

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Josh Wells - MSFT 961 on at

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Hi Noel,

Thanks for your question and concern. My name is Josh Wells and I am a support engineer on the Microsoft Dynamics CRM support team.

I have reviewed your situation and I would believe that the issue was due to maintenance of the O365 service. If you are seeing an immediate issue, you can always look at the Service Health Dashboard which will tell you if there is a known issue going on at the moment. To do this, open up your O365 portal and click on Service Health under Support. This will give you a pretty extensive view of what service may be experiencing issues.

If you notice some errors after the fact, you can look at the history of maintenance events or even service issues. To do this, you can click on View history for past 30 days within the Service Health page.

If you are curious of when there is any sort of maintenance being scheduled, you can click on Planned Maintenance and that should give you some advance notice of what is coming up.

If you want to try and stay on top of notifications, there is even an RSS feed you can subscribe too.

I hope this is helpful. If you have any further questions, feel free to let me know.

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Community Member on at

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Hi Josh - Thanks for your answer - However in the Service Health section of my admin there is no mention of any outages. The last O365 mention is from the 5th June. The system had the same problems over the weekend. Mostly it was working fine and in again this morning. However when I check my error log there is just reams of messages. There will be nothing for a hours. and then in the space of an hour or two the Email Router will just freak out and log an error a second. But they are different errors and they always relates to one of the 4 O365 email addresses. I also have accounts in CRM set up using gmail email servers - these never appear in the error message - only the O365 addresses - its very frustrating.

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Karmendra 10 on at

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Hi Josh,

We are getting 5-6 hour lag for sending email. We are using SMTP server to send email.

Please suggest

Thanks,

Karmendra

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CapstoneWorks 5 on at

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We have the exact same behaviour, starting at 3AM and ending at 5AM- 14494 errors in the log and the MSCRM Email router service will Stop but not Restart, not even manually, until 5AM when it restarts normally. During this interval we have Pending Send listed in the CRM Email Sent List , and although other email volume in the on-premise Exchange server seems to decrease during this time period (in the middle of the night) mail is being sent and received throughout the two hour period.

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