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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Server-Side Sync CRM O...
Microsoft Dynamics CRM (Archived)

Server-Side Sync CRM Online, Office 365 Hybrid with DirSync

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Posted on by Community Member

I'm trying to configure CRM Online to use Server-Side Synchronization for email.  We have Office 365 and Exchange Online setup with a Hybrid Exchange solution using DirSync.  Our primary e-mail addresses are in the @green***.com domain, and the mailboxes also have a secondary SMTP address in the @green***.onmicrosoft.com domain.  Autodiscover.green***.com points to our on Premises Exchange 2013 CAS server per the Hybrid documentation and works fine for Outlook and mobile devices.  When I set the primary e-mail address in the CRM Online User/Mailbox to be @green***.com I get messages saying that "The mailbox location could not be determined while sending the email..." and "The mailbox location could not be determined while sending the email".

If I change the primary e-mail address in CRM Online to be @green***.onmicrosoft.com it finds the mailbox and can send e-mail properly.

Is this normal behavior?  Will it cause problems if we set up a queue or try to enable inbound messages to @green***.com addresses?  I'd also rather not have to manually set each user's email address to be green***.onmicrosoft.com when configuring new users.  That's an extra step that could be easily missed.

Thoughts?

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  • Community Member Profile Picture
    Community Member on at

    This is a tough one.  I don't have a specific answer for you, but I can empathize with the difficulty in configuring server-side synchronization.

    If possible, you might want to open a ticket with Microsoft support.  When we had a problem recently, that was the only way to get it fixed.

  • Community Member Profile Picture
    Community Member on at

    Thanks for the sympathy.  I have a case open and unfortunately, the support engineer has only ever worked with Trial Office 365 accounts, so all e-mail addresses she's used are onmicrosoft.com domain space, and thus she's never seen this issue.  Hopefully she can contact some more senior resources and get us some answers.

    It seems like it's a problem with the AutoDiscover process as related to CRM Online (Outlook, phones, and tablets all find people's mailboxes without any issue).

  • Community Member Profile Picture
    Community Member on at

    I had a similar experience with MS Support.  If you aren't getting any progress, ask to have the case escalated.  Good luck, wish I had more advice to help.

  • Suggested answer
    Aldo Macedo Profile Picture
    Aldo Macedo on at

    Hello Axel,

    Unfortunately you are in an unsupported scenario:

    Server-side synchronization doesn’t support the following scenarios:

    • Hybrid deployments:

    o CRM Online with Exchange (on-premises)

    o Microsoft Dynamics CRM (on-premises) with Exchange Online

    • Mix of Exchange/SMTP and POP3/Exchange

    • Creation of mass email marketing campaigns

    • Extensibility scenarios like extending EWS/POP3/SMTP protocols and creating custom email providers

    • Exchange Server 2003 and Exchange Server 2007

    • Server-side synchronization in CRM Online, or in a Microsoft Dynamics CRM (on premises) deployment that is configured for FIPS 140-2 compliancy, requires a POP3/SMTP email server that is also FIPS 140-2 compliant. Some email servers are not FIPS 140-2 compliant, such as MSN, Outlook.com, or Windows Live Mail.

    You could verify more information in:

    technet.microsoft.com/.../dn531050.aspx

    technet.microsoft.com/.../dn887218.aspx

    Also you could use Email Router and CRM Outlook to configure your mailboxes or manually set green***.onmicrosoft.com when configuring your mailboxes if you prefer Server Side Synchronization.

    Best regards,

  • Community Member Profile Picture
    Community Member on at

    Aldo,

    What part of that documentation states that we're in an unsupported situation?  Both CRM and our mailbox server(s) are Online.  I can't imagine that Microsoft wouldn't support Directory Synched domains with Hybrid Exchange configurations.  We do have the E-Mail router configured, but want to use the additional benefits of Server-Side Synch (like direct appointment, contact, and task synch) especially since CRM for Outlook 2015 is too buggy to use.

    If we reconfigure everyone's CRM account with their green***.onmicrosoft.com email address, we're concerned that 3rd party tools will pick that up as the primary e-mail address and send out messages using that address rather than their correct @green***.com address.

    Do you have any additional thoughts?  The technical support engineer I'm working with hasn't come back with any more information yet.

  • Community Member Profile Picture
    Community Member on at

    Keep after the support engineer, and escalate to their manager if necessary.  Like I said, I had a recent experience with CRM Support on a Server Side Sync issue and it took a long time to resolve.  I had to escalate to the person's manager to get another tech assigned.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hello Alex,

    The server side sync of CRM online will only connect to exchange online.

    You have mentioned in the Post "Autodiscover.green***.com points to our on Premises Exchange 2013 CAS server per the Hybrid documentation."

    Server-side synchronization doesn’t support Hybrid deployments:

    Yes the behavior is normal and you will get issue while setting up a queue or try to enable inbound messages to @green***.com addresses.

    You would need to use the @green***.onmicrosoft.com primary email address for users and queue.

    Regards,

    Dinesh 

    Microsoft Dynamicsâ„¢ CRM Support Engineer

    "Please mark my answer as verified if you found it helpful"

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    I made some progress with the support engineer.  She told me to use Chrome to enable the hidden AutoDiscover fields on the mail server form and manually enter in the Exchange Online address.  As far as I know this isn't a supported solution, but it does work.

    I believe Aldo and Dinesh are correct and CRM Online Server-Side Synchronization isn't compatible with Hybrid Exchange email solutions.  My confusion before was that all of our mailboxes are Online and CRM is online so I feel the documentation shows that is supported.  What I've come to realize is that CRM online uses AutoDiscover and finds our Exchange On-Prem server but can't authenticate to it to determine that the mailboxes are Online (where it would be able to authenticate to the mailboxes).  That's why manually configuring the Exchange Online server setup in CRM Online or using the onmicrosoft.com email addresses works.

    It's pretty surprising to me that more organizations don't use Hybrid Exchange configurations in conjunction with CRM online.  I would think a lot of companies who have their own internal network would do so.

    Here are the details of what we did:

    1. We used Chrome to access CRM and open the Exchange Online email server profile
    2. We accessed the Developer tools by pressing F12
    3. Used the Console to select ContentIFrame(edit.aspx)
    4. Entered these commands to unhide and enable the required fields:
      1. Xrm.Page.getControl("useautodiscover").setVisible(true);
      2. Xrm.Page.getControl("useautodiscover").setDisabled(false);
      3. Xrm.Page.getControl("incomingserverlocation").setDisabled(false);
      4. Xrm.Page.getControl("outgoingserverlocation").setDisabled(false);
      5. Xrm.Page.getAttribute("useautodiscover").setSubmitMode("always");
      6. Xrm.Page.getAttribute("incomingserverlocation").setSubmitMode("always");
      7. Xrm.Page.getAttribute("outgoingserverlocation").setSubmitMode("always");
    5. I then entered https://outlook.office365.com/EWS/exchange.asmx for the incoming and outgoing server locations

    That works like a charm, but as I said above, I believe this is unsupported (so I'm surprised that MSFT Support suggested it).  It may have just been the only option given our requirements.  We don't want to reconfigure the email address of every user to be their @green***.onmicrosoft.com because some third party tools and custom code (I'm thinking marketing email solutions) may look at the Primary Email address of the user when determining what email address to use when sending out e-mail.

    Hopefully this solution continues to work until Microsoft comes up with a supported solution.  We want to stay away from the Outlook client as much as possible because of the issues that tool has.

  • Community Member Profile Picture
    Community Member on at

    Interesting...they had me do the exact same thing when mine wasn't working.  Unfortunately, it didn't work for me, but it was interesting to go through that process to get to the 'hidden' fields.

  • Community Member Profile Picture
    Community Member on at

    That's my fear about this being an unsupported solution.  Hopefully it doesn't break for us in the future.

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