Email Server Synchronisation issues for male to case with Gmail Synchronisation

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Posted on by Mohd Tahir

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Email Server Synchronisation issues for male to case with Gmail Synchronisation. I am facing one frequent issue again and again. Mail to case is at heart of every CRM these days. I have enabled one mailbox( gmail server with pop configuration), associated with a service queue which replies with an auto response mail. I approve mailbox--> enable and test --> approve queue and everything works fine. For every new email received to this mailbox queue responds with an email. But unfortunately after certain hours this feature stops working. This has been happening frequently. Every time I have to repeat the same steps. But CRM stops receiving incoming emails. How will I justify this in front of my client? Am I going wrong somewhere ( I have set polling interval as 5)?

Context: Dynamics CRM 365

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Maicon on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Hi @Mohd Tahir.

Whe have the same problem here.

Did you solve ? can share with us ?

Mail Log:

Mailbox Async Processing State

mailboxid : fd5ff995-4b76-e811-80e8-005056ba2740

hostid: Null

processingstatecode : 0

processinglastattemptedon : 07/03/2019 16:56:36

Mailbox Synchronization Methods (2 is server-side sync or email router, 1 is Outlook sync, 0 is none)

incomingemaildeliverymethod : EmailRouter

outgoingemaildeliverymethod : EmailRouter

actdeliverymethod : OutlookClient

Mailbox Enabled State

enabledforincomingemail : True

enabledforoutgoingemail : True

enabledforact : False

Mailbox Idle State (shows how many times the mailbox was processed with no email items or Appointments, Contacts and Tasks to synchronize)

noemailcount : 6

noactcount : 0

Mailbox Backoff Parameters (shows when the mailbox is scheduled to process next time)

postponemailboxprocessinguntil : 07/03/2019 17:01:39

postponesendinguntil : 25/02/2019 18:48:44

receivingpostponeduntil : 07/03/2019 17:00:39

receivingpostponeduntilforact : 01/01/1900 00:00:00

Mailbox Test and Enable Parameters

testemailconfigurationscheduled : False

testemailconfigurationretrycount : 0

testmailboxaccesscompletedon : 25/02/2019 18:48:50

postponetestemailconfigurationuntil : 25/02/2019 18:53:50

Mailbox Last Sync Cycle Information

lastsuccessfulsynccompletedon : 07/03/2019 16:56:39

lastsyncerror: Null

lastsyncerrorcode: Null

lastsyncerrorcount : 0

lastsyncerroroccurredon : 07/03/2019 10:11:30

lastsyncerrormachinename: Null

itemsprocessedforlastsync : 0

itemsfailedforlastsync : 0

Email Server Profile Details

Email Server Profile General Settings (servertype: 1 is others, 0 is Exchange)

servertype : 1

useautodiscover : False

maxconcurrentconnections : 10

minpollingintervalinminutes : 5

Email Server Profile Incoming Email Settings

incomingauthenticationprotocol : AutoDetect

incomingcredentialretrieval : UserSpecified

incominguseimpersonation : False

incomingusessl : True

incomingportnumber : 995

Email Server Profile Outgoing Email Settings

outgoingauthenticationprotocol : Basic

outgoingcredentialretrieval : UserSpecified

outgoinguseimpersonation : False

outgoingusessl : True

outgoingportnumber : 587

Recent Trace Log details

tracecode : 2

machinename : XXXXXXX

errortypedisplay : UnknownIncomingEmailIntegrationError

errordetails: Null

collationlevel : 0

modifiedon : 07/03/2019 10:11:30
Community Member Microsoft Employee on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Hi Nadeeja Bomiriya,

I'm facing the same problem too. I can already receive email in CRM but just some of my many test email got delivery most of it just gone. I have followed your instruction to set the maximum concurrent connection to 1 but it doesn't help. Here is my detail setting, could you please tell me what should I do to fix the problem?

Mailbox Async Processing State
mailboxid : d5923ec6-c2a4-e711-80ff-a0ced4796d9f
hostid: Null
processingstatecode : 0
processinglastattemptedon : 10/4/2017 7:34:51 AM

Mailbox Synchronization Methods (2 is server-side sync or email router, 1 is Outlook sync, 0 is none)
incomingemaildeliverymethod : EmailRouter
outgoingemaildeliverymethod : EmailRouter
actdeliverymethod : OutlookClient

Mailbox Enabled State
enabledforincomingemail : True
enabledforoutgoingemail : True
enabledforact : True

Mailbox Idle State (shows how many times the mailbox was processed with no email items or Appointments, Contacts and Tasks to synchronize)
noemailcount : 898
noactcount: Null

Mailbox Backoff Parameters (shows when the mailbox is scheduled to process next time)
postponemailboxprocessinguntil : 10/4/2017 7:39:51 AM
postponesendinguntil : 10/4/2017 7:14:25 AM
receivingpostponeduntil : 10/4/2017 7:15:47 AM
receivingpostponeduntilforact : 1/1/1900 12:00:00 AM

Mailbox Test and Enable Parameters
testemailconfigurationscheduled : False
testemailconfigurationretrycount : 0
testmailboxaccesscompletedon : 10/4/2017 7:14:27 AM
postponetestemailconfigurationuntil : 10/4/2017 7:19:27 AM

Mailbox Last Sync Cycle Information
lastsuccessfulsynccompletedon : 10/4/2017 7:10:47 AM
lastsyncerror :
lastsyncerrorcode : 0
lastsyncerrorcount: Null
lastsyncerroroccurredon : 10/4/2017 7:10:47 AM
lastsyncerrormachinename : BE-PRD01
itemsprocessedforlastsync: Null
itemsfailedforlastsync: Null

Email Server Profile Details

Email Server Profile General Settings (servertype: 1 is others, 0 is Exchange)
servertype : 1
useautodiscover : False
maxconcurrentconnections : 1
minpollingintervalinminutes : 0

Email Server Profile Incoming Email Settings
incomingauthenticationprotocol : AutoDetect
incomingcredentialretrieval : UserSpecified
incominguseimpersonation : False
incomingusessl : True
incomingportnumber : 995

Email Server Profile Outgoing Email Settings
outgoingauthenticationprotocol : AutoDetect
outgoingcredentialretrieval : UserSpecified
outgoinguseimpersonation : False
outgoingusessl : True
outgoingportnumber : 587
Suggested answer

Nadeeja Bomiriya 6,804 on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Hi Mohd,

Good that you are progressing.

Open the queue and make sure to click "Approve Email" button. You should be logged in using System Administrator account (ideally, Office 365 Global Admin as well).

Please download the Mailbox Log and post it here.
Mohd Tahir 676 on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Hi @Nadeeja,

I changed it to 1 and tried again.

Now again tested successfully for outgoing emails and incoming emails both "Success". Now let me track emails within my crm environment, if emails are tracked and received successfully there as well. As of now I am able to send emails using this mailbox from CRM but again not receiving emails in CRM.

I get this alert now :

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

Then I again tried testing it , it was successful but I get these errors for incoming emails once again:

and on the top of mailbox this

"Mailbox Incoming Email Processing Health: Continuous issues"

Attached are the screenshots of recent error trace logs.
Suggested answer

Nadeeja Bomiriya 6,804 on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Hi Mohd,

In Email Profile, can you please change the maxconcurrentconnections to 1 instead of 108 and try again?
Mohd Tahir 676 on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

The exact text in the file is as follows ( I didn't find any need as such to mask anything):-

Mailbox Async Processing State

mailboxid : fa8e8f77-03d7-e611-811a-c4346bdcbf81

hostid: Null

processingstatecode : 0

processinglastattemptedon : 1/10/2017 8:35:09 PM

Mailbox Synchronization Methods (2 is server-side sync or email router, 1 is Outlook sync, 0 is none)

incomingemaildeliverymethod : EmailRouter

outgoingemaildeliverymethod : EmailRouter

actdeliverymethod : OutlookClient

Mailbox Enabled State

enabledforincomingemail : True

enabledforoutgoingemail : True

enabledforact : True

Mailbox Idle State (shows how many times the mailbox was processed with no email items or Appointments, Contacts and Tasks to synchronize)

noemailcount : 3

noactcount: Null

Mailbox Backoff Parameters (shows when the mailbox is scheduled to process next time)

postponemailboxprocessinguntil : 12/31/9999 11:59:59 PM

postponesendinguntil : 1/10/2017 8:09:50 PM

receivingpostponeduntil : 1/10/2017 8:43:42 PM

receivingpostponeduntilforact : 1/1/1900 12:00:00 AM

Mailbox Test and Enable Parameters

testemailconfigurationscheduled : False

testemailconfigurationretrycount : 0

testmailboxaccesscompletedon : 1/10/2017 8:23:05 PM

postponetestemailconfigurationuntil : 1/10/2017 8:28:05 PM

Mailbox Last Sync Cycle Information

lastsuccessfulsynccompletedon : 1/10/2017 7:22:07 AM

lastsyncerror :

lastsyncerrorcode : 0

lastsyncerrorcount : 0

lastsyncerroroccurredon : 1/10/2017 8:41:12 PM

lastsyncerrormachinename : PNQCRMS406ARW04

itemsprocessedforlastsync: Null

itemsfailedforlastsync: Null

Email Server Profile Details

Email Server Profile General Settings (servertype: 1 is others, 0 is Exchange)

servertype : 1

useautodiscover : False

maxconcurrentconnections : 108

minpollingintervalinminutes : 5

Email Server Profile Incoming Email Settings

incomingauthenticationprotocol : Basic

incomingcredentialretrieval : UserSpecified

incominguseimpersonation : False

incomingusessl : True

incomingportnumber : 995

Email Server Profile Outgoing Email Settings

outgoingauthenticationprotocol : Basic

outgoingcredentialretrieval : UserSpecified

outgoinguseimpersonation : False

outgoingusessl : True

outgoingportnumber : 587

Recent Trace Log details

tracecode : 2

machinename : PNQCRMS406ARW04

errortypedisplay : UnknownIncomingEmailIntegrationError

errordetails: Null

collationlevel : 0

modifiedon : 1/10/2017 8:23:05 PM

tracecode : 127

machinename : PNQCRMS406ARW03

errortypedisplay : ExchangeSyncACTDeliveryMethodNotExchangeSynchronization

errordetails: Null

collationlevel : 1

modifiedon : 1/10/2017 8:09:50 PM

tracecode : 42

machinename : PNQCRMS406ARW03

errortypedisplay : OutgoingTestConfigurationSuccess

errordetails: Null

collationlevel : 1

modifiedon : 1/10/2017 8:09:50 PM

tracecode : 127

machinename : PNQCRMS406ARW04

errortypedisplay : ExchangeSyncACTDeliveryMethodNotExchangeSynchronization

errordetails: Null

collationlevel : 0

modifiedon : 1/10/2017 8:09:50 PM

tracecode : 42

machinename : PNQCRMS406ARW04

errortypedisplay : OutgoingTestConfigurationSuccess

errordetails: Null

collationlevel : 0

modifiedon : 1/10/2017 8:09:50 PM

tracecode : 41

machinename : PNQCRMS406ARW03

errortypedisplay : IncomingTestConfigurationSuccess

errordetails: Null

collationlevel : 0

modifiedon : 1/10/2017 7:21:29 AM

tracecode : 41

machinename : PNQCRMS406ARW03

errortypedisplay : IncomingTestConfigurationSuccess

errordetails: Null

collationlevel : 1

modifiedon : 1/10/2017 7:21:29 AM

tracecode : 42

machinename : PNQCRMS406ARW03

errortypedisplay : OutgoingTestConfigurationSuccess

errordetails: Null

collationlevel : 0

modifiedon : 1/10/2017 7:20:27 AM

tracecode : 127

machinename : PNQCRMS406ARW03

errortypedisplay : ExchangeSyncACTDeliveryMethodNotExchangeSynchronization

errordetails: Null

collationlevel : 0

modifiedon : 1/10/2017 7:20:27 AM
Nadeeja Bomiriya 6,804 on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Hi Mohd,

On the mailbox record, there's a Download Mailbox Details button. Click that, and you'll get a file. Can you please provide the details in that file? You can mask any confidential information.
Mohd Tahir 676 on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Hi Nadeeja,

I tested outlook with POP configuration, the way you had described. It is working fine there as of now. I am receiving emails and I am able to send emails from within outlook using the same Gmail Id. I would prefer to wait for sometime and see if things work fine for more than a day.
Mohd Tahir 676 on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Okay I will try this now. To enlighten you Nadeeja , this is the error I got when the configuration test completed for gmail ( not outlook), "An unknown error occurred while receiving email through the mailbox Support Queue. The owner of the associated email server profile Gmail has been notified. The system will try to receive email again later."

Support Queue was the associated mailbox. Incoming server "pop.gmail.com" and incoming port is 995.

Gmail Server Profile:

Mailbox Configuration:

Attached are the screenshots for your reference.
Nadeeja Bomiriya 6,804 on at

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RE: Email Server Synchronisation issues for male to case with Gmail Synchronisation

Hi Mohd,

What I meant was add another account to Outlook (I.e. Add Gmail as another account using POP3). Since you can configure Outlook as the client for multiple email addresses from different email providers. The reason I asked you to do that is because one my existing Gmail accounts failed even when trying add to Outlook. So I, created a new Gmail account and managed to add it to Outlook successfully. If it works with Outlook, it will work with CRM.

If you can provide some screenshots of the Profile configuration and Mailbox configuration, I can assist you with troubleshooting the issue.