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Mail is sent but not receive - How can I get a closer look at this

Posted on by Microsoft Employee

I'm new to CRM and as I was testing a quick campaign before creating a live quick campaign, I noticed that the message to my external email address did not arrive. I did not get any hint about this in CRM, it looks as if the email was sent. Then I tried to email the contact (external email account) directly, but the same thing happens: It seems go work, but no email arrives. I am able to email the external address from Outlook, but not from CRM. CRM and Outlook both use the same Active Directory account. -- Is there something one has to do to be able to email from CRM, and/or is there some way to troubleshoot email issues even though you are a CRM beginner?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Mail is sent but not receive - How can I get a closer look at this

    No, the external contact is an outlook.com address. I did as you suggested and added an internal contact, but nope. Status is "Finished" afterwards but no mails are actually received. (I'm using a version that is not English, so Finished is my translation of the status.)

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Mail is sent but not receive - How can I get a closer look at this

    Thank you very much for the link. I will dive into it and see what I find.

  • Suggested answer
    JDMCRM Profile Picture
    JDMCRM 1,795 on at
    RE: Mail is sent but not receive - How can I get a closer look at this

    Is the external email contact a GMail email address? Some service providers such as GMail will not allow Emails from CRM to enter their inboxes. You have to alter the Security Permissions within the service.

    Perhaps you could try emailing a colleague from CRM and see if that works?

  • Verified answer
    meenoo Profile Picture
    meenoo 7,314 on at
    RE: Mail is sent but not receive - How can I get a closer look at this

    Hi Nomis69,

    This is the best article on troubleshooting email issues in CRM.

    www.powerobjects.com/.../dynamics-crm-email-router-troubleshooting-101-outgoing-emails

    Thank you.

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