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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Server side synchroniz...
Microsoft Dynamics CRM (Archived)

Server side synchronization issue between Dynamics CRM 365 & Gmail

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Posted on by shashanksaxenaNTT 60

Hi All,

I have setup server side synchronization between dynamics CRM 365 online and gmail.

Initially setup was working fine for few days and each of the mailbox was syncing properly but after few days, dynamics CRM stops receiving emails from Gmail.

I have done all the possible steps but unable to receive email into CRM.

This is now a big pain as customer Case module is totally useless without mail sync.

I will be thankful if anyone can help me about possible failure reasons and possible solutions.

These type of issue sometimes impact customer trust on you. 

Need urgent help.

*This post is locked for comments

  • Suggested answer
    gdas Profile Picture
    gdas 50,091 Moderator on at
    RE: Server side synchronization issue between Dynamics CRM 365 & Gmail

    Hi Shashank,

    Looking into the issue seems this is not a known issue that you can configured yourself.Here is the link you can refer for any internal issue,but the issue in your case is differnce.

    technet.microsoft.com/.../dn850386.aspx

    This issue is coming from Gmail server "Lease Helpdesk has been notified". Did you received any email in your Gmail mailbox? Seems you need to contact with Gmail support , they can help you out.

  • shashanksaxenaNTT Profile Picture
    shashanksaxenaNTT 60 on at
    RE: Server side synchronization issue between Dynamics CRM 365 & Gmail

    Thanks Radu for giving correct approach.

    I have already raised priority 2 ticket with Microsoft.

  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Server side synchronization issue between Dynamics CRM 365 & Gmail

    Hi shashanksaxenaNTT,

    Being CRM Online - i think your best option is to reach out directly to Microsoft Support.

    Usually when troubleshooting SSS issues, Async Traces and eventually a network trace from the async server are the best starting points. Being a cloud solution unfortunately you don't have direct access to those and need to reach out to support for helps.

    Regards,

    Radu  

  • shashanksaxenaNTT Profile Picture
    shashanksaxenaNTT 60 on at
    RE: Server side synchronization issue between Dynamics CRM 365 & Gmail

    Hi Radu,

    Thanks for your response.

    Yes , mailbox is still active.

    In alerts, there is no errors but warning is there like below:

    "An unknown error occurred while receiving email through the mailbox "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx". The owner of the associated email server profile Lease Helpdesk has been notified. The system will try to receive email again later.

    Email Server Error Code: Exchange server returned UnknownIncomingEmailIntegrationError -2147220891 exception. Learn More"

  • Suggested answer
    Radu Chiribelea Profile Picture
    Radu Chiribelea 6,667 on at
    RE: Server side synchronization issue between Dynamics CRM 365 & Gmail

    Hi shashanksaxenaNTT,

    Is the mailbox still active?

    If you check the Alerts associated with the mailbox, do you see any errors?

    Here is some documentation that can help you start troubleshooting:

    technet.microsoft.com/.../dn832159.aspx

    download.microsoft.com/.../serversidesyncwithDynamicsCRM.pdf

    Also, if you do a test & enable does it start processing again?

    Hope this helps!

    Radu

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