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ServerSide Sync - MailBox not tracking emails from specific email address.

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Posted on by awad

Hi all,

In my organization we have a mailbox that receives email from different sources (about 5) everyday, set to track all incoming emails in the CRM.

All the mails are correctly tracked on the CRM every day, except for one that always fails (same source, similar content every day). If I send the exact same email from another address, the mail is correctly synchronized with the CRM, so I think it could be something related with Exchange.

This is the message I get if I open the mailbox record:

An unknown error occurred while receiving email through the mailbox "xxxxxx". The owner of the associated email server profile xxxxx has been notified. The system will try to receive email again later.
Email Server Error Code: Exchange server returned UnknownIncomingEmailIntegrationError -2147220970 exception
Looking for this specific message didn't get me any result, while just searching the error code I found out it could be something related to plugins.
Unfortunately there is no plugin that fires on email creation, same for workflows and so on. By the way, sending the email from another address just works fine.
Has anyone ever had such a problem? Is there some place where I can find other logs and dig deeper in the problem?
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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: ServerSide Sync - MailBox not tracking emails from specific email address.

    This is very insightful I want to know this but after research of chathelp.org/avast-support this site I didn't get any thing Is it possible refer me to another page for more information? it would be great if anyone suggest or help me.

  • Suggested answer
    awad Profile Picture
    awad on at
    RE: ServerSide Sync - MailBox not tracking emails from specific email address.

    Thanks for you response, seems to be CRM does not track an email from a mail box if an inactive contact exists with the same email address.

  • Suggested answer
    Ben Thompson Profile Picture
    Ben Thompson 6,350 on at
    RE: ServerSide Sync - MailBox not tracking emails from specific email address.

    Check the contact or account that is connected to the email address and see whether it exists and how it looks against the accounts / contacts that the other email addresses belong to.

    After that you can speak to Microsoft as they may have greater access to the log files so can provide you with more details as to what is happening. To raise a support request go to https://admin.dynamics.com/#

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