CRM 2011 On-Premise Email Router Issue: Emails are were overloaded on a same day

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Hello,

In our CRM 2011 On-Premise system when an email comes into the queue, there is a workflow to create Cases from these emails. On midnight of 23rd July, nearly 400 emails had come in and hence 400 cases were created (this is triple times the normal load).

On investigating these email records, I can see that "Actual End" date were on 12th July and "Created On" on 23rd July. Which means these emails were sent on 12th July but were created in CRM only on 23rd July.

I think there is some issue with email router which might have stopped between 12th to 23rd.

If anyone can advice me with some points/possible reason behind this issue, it will be helpful.

Thanks

Bab

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RE: CRM 2011 On-Premise Email Router Issue: Emails are were overloaded on a same day

Hi Alex

When other emails were created in CRM during this period (12th - 23rd July) I am not getting why it dint create that particular set of emails in CRM (screenshot 1).

Can you see any other point here pls?

Regards

Bab
ashlega 34,477 on at

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RE: CRM 2011 On-Premise Email Router Issue: Emails are were overloaded on a same day

Not sure.. your original query shows createdon as Jul 23. Email Router is independent from the Async Service - if Async Service was not running, case creation rule would not kick in.. but that email should have ended up in CRM much earlier (on the 12th)
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RE: CRM 2011 On-Premise Email Router Issue: Emails are were overloaded on a same day

Hi Alex

Interestingly there are loads of emails created in CRM between 13th July and 24th July as in screenshot below. So this confirms that email router was working fine between 13th July and 24th July then?

Will there be anything else that would have caused this delay of emails coming through the workflow? I suspect the Asynchronous Service should be turned off somehow in this period. Is there any reason why that would have happened automatically?

Thanks

B
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RE: CRM 2011 On-Premise Email Router Issue: Emails are were overloaded on a same day

hi Alex

I have attached the screenshot in my previous message.

Regards

B
ashlega 34,477 on at

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RE: CRM 2011 On-Premise Email Router Issue: Emails are were overloaded on a same day

That just confirms the problem you were asking about initially.. I was wondering if you had any emails at all that came in or were sent through the router between Jul 13 and Jul 23.. Those emails did not have to be for cases - any emails. If there were some emails, then the router was working. If there were no emails, then, I guess, the router was not working.

Either way, I think it might be more interesting to see if you find anything in the event log on the router server..
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RE: CRM 2011 On-Premise Email Router Issue: Emails are were overloaded on a same day

Hello Alex

I will check the windows event log on the server. For you reference I have attached a screenshot which shows the emails that were fired on 23rd through that particular workflow. You can see the comparison of different dates (Actual End, CreatedOn, ModifiedOn).

Let me know if you need more information please?

Thanks

Bab
ashlega 34,477 on at

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RE: CRM 2011 On-Premise Email Router Issue: Emails are were overloaded on a same day

Hi,

have a look at the windows event log on the server where you have the router running. Might be able to see errors there.. Or, maybe, the router service just did not start after a reboot for whatever reason, and, then, was started on the 23d. But, then, I'm wondering if any emails came in/were sent successfully during that period(check modifiedon date on the emails maybe), since, it they were, it's probably not a router issue.