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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Nadeeja Bomiriya 6,804 on at

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The issue could be on Gmail side. Try configuring Outlook for POP3 and see if that continues to work. This will confirm if the issue is in Dynamics 365 or Gmail. Make sure to use "recent:" to make sure you get the emails with multiple POP clients configured (For example, recent:example@gmail.com).

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Mohd Tahir 676 on at

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Thanks for replying. where should I use recent? Along with the gmail Id which I am entering while configuring the malebox?

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Nadeeja Bomiriya 6,804 on at

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Hi Mohd,

It's the User Name field on the Mailbox record. See image below.

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Mohd Tahir 676 on at

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Thank you for sharing this Nadeeja. If possible please share another screenshot where I could see the server profile configuration. Because I created another email "@outlook.com" to perform the test as suggested by you. But it throws error that such type of technical configuration for server profile isn't supported. Prior to this I were using business gmail id with my company's domain "example@company.com".

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Nadeeja Bomiriya 6,804 on at

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Hi Mohd,

I wrote a blog post on this with complete setup including screenshots. Please check it out.

dyn365apps.com/.../how-to-configure-dynamics-365-to-receive-emails-from-gmail-using-pop3

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Mohd Tahir 676 on at

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Alright. As for now Nadeeja I got stuck with this "The email configuration test is in progress" and this process is blocked as for now.

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Nadeeja Bomiriya 6,804 on at

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Hi Mohd,

If you click on the Alerts link on left pane of the Mailbox record, do you see any errors? Can you please provide a screenshot of the alerts?

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Mohd Tahir 676 on at

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Hi Nadeeja,

The email test configuration got completed. It only failed for incoming emails, not for outgoing emails. That is I am able to send emails using CRM but incoming emails to the synchronized gmail ID aren't arriving in CRM. You suggested me to try configuring an outlook account I believe. I created one ( example@outlook.com). Now what server profile , incoming , outgoing ports, etc will I need to configure for synchronizing this account? Is it exchange online? I am clueless. Also the blog you shared describes how to do it with gmail.

Thanks for your help till now.

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Nadeeja Bomiriya 6,804 on at

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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.

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Mohd Tahir 676 on at

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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.

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