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Dynamics 365 Community / Forums / Microsoft Dynamics 365 | Integration, Dataverse... / Delay in Sending Email
Microsoft Dynamics 365 | Integration, Dataverse...
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Delay in Sending Email

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Posted on by jeffgreenrc 214
Hi,
 
We are using Dynamics 365 online version with server side synchronization.
 
We are currently facing random issues with one of service account mailbox. Some times, the emails through is taking 5-7 mins to send. It keep its self in pending state and send the email.
 
I would like to know why this happens. Pls guide me in trouble shooting this issue.

Thank you
I have the same question (0)
  • Vahid Ghafarpour Profile Picture
    Vahid Ghafarpour 11,940 Super User 2025 Season 2 on at
    Delay in Sending Email
    If any of the responses helped resolve your issue, please take a moment to mark the best answer. This helps others in the community quickly find solutions to similar problems.

    To do this, simply click the "Does this answer your question?" button on the most helpful response and like the helpful posts. If your issue is still unresolved, feel free to provide more details so the community can assist further!

    Thanks for being an active part of the Dynamics 365 Community! 😊
  • Suggested answer
    Mansi Soni Profile Picture
    Mansi Soni 8,830 Super User 2025 Season 2 on at
    Delay in Sending Email
    Hello, The delay in email sending through server-side synchronization could be due to factors like mailbox throttling, email processing queue congestion, or intermittent connectivity issues between Dynamics 365 and Exchange. Start by checking the Mailbox Diagnostics under Advanced Settings > Email Configuration > Mailboxes. Also, review System Jobs for delays, ensure the mailbox is Tested and Enabled, and verify any Exchange server performance issues. If delays persist, consider increasing the polling frequency or enabling batch processing for outgoing emails.

    Hope this answer will help you!

    Regards,
    Mansi Soni
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,833 Super User 2025 Season 2 on at
    Delay in Sending Email
    Hello jeffgreenrc,
     

    You're experiencing a frustrating issue with random delays in email sending from a service account mailbox using Dynamics 365 online and server-side synchronization. These delays, with emails stuck in a "pending" state, can disrupt your workflows. Let's troubleshoot this systematically.

    Understanding the Problem:

    • Server-Side Synchronization: This method relies on a direct connection between Dynamics 365 and Exchange Online.
    • Service Account Mailbox: Delays with a specific service account point to account-specific or configuration-related issues.
    • Pending State: This indicates that Dynamics 365 is attempting to send the email but is encountering delays or errors.
    • Random Issues: The intermittent nature of the problem makes it harder to diagnose.

      •  

    Troubleshooting Steps:

    1. Exchange Online Service Health:

      • Microsoft 365 Service Health Dashboard:

        • Check the Microsoft 365 Service Health Dashboard for any reported issues with Exchange Online.
        • Delays could be caused by temporary service outages or performance problems. 

      • Exchange Admin Center:

        • Review the Exchange Admin Center for any alerts or notifications related to the service account mailbox. 
         

    2. Service Account Mailbox Configuration:

      • Mailbox Quota:

        • Ensure that the service account mailbox has sufficient storage quota.
        • A full mailbox can cause delays in sending emails. 

      • Mailbox Status:

        • Verify that the mailbox is active and not disabled. 

      • Permissions:

        • Double-check the permissions granted to the service account.
        • Ensure it has the necessary send-as permissions. 

      • Throttling Policies:

        • Exchange Online applies throttling policies to prevent abuse.
        • Check if the service account is being throttled due to high email volume. 
         

    3. Dynamics 365 Email Server Profile:

      • Server Profile Configuration:

        • Review the email server profile used for server-side synchronization.
        • Ensure that the connection settings are correct. 

      • Test Connection:

        • Use the "Test Connection" feature in the email server profile to verify the connection to Exchange Online. 
         

    4. Dynamics 365 Mailbox Configuration:

      • Mailbox Record:

        • Check the mailbox record for the service account in Dynamics 365.
        • Ensure that the "Server-Side Synchronization" method is selected. 

      • Alerts and Errors:

        • Review the alerts and errors associated with the mailbox record.
        • These might provide clues about the cause of the delays. 
         

    5. Dynamics 365 Asynchronous Processing:

      • Asynchronous Service:

        • Server-side synchronization relies on the Dynamics 365 asynchronous service.
        • Check the health of the asynchronous service. 

      • System Jobs:

        • Review the system jobs related to email sending.
        • Look for any failed or pending jobs. 
         

    6. Network Connectivity:

      • Network Latency:

        • Network latency between Dynamics 365 and Exchange Online can cause delays.
        • Run network diagnostics to check for latency issues. 
         

    7. Email Content and Attachments:

      • Large Attachments:

        • Large attachments can cause delays in email sending.
        • Try sending emails without attachments to see if the problem persists. 

      • Email Content:

        • Complex HTML emails can also cause delays.
        • Try sending plain text emails. 
         

    8. Dynamics 365 Tracing:

      • Enable Tracing:

        • Enable tracing in Dynamics 365 to capture detailed logs of email sending activities.
        • This can help identify the root cause of the delays. 

      • Analyze Logs:

        • Carefully analyze the tracing logs for any errors or warnings. 
         

    9. Microsoft Support:

      • Contact Support:

        • If you've tried these troubleshooting steps and the issue persists, contact Microsoft Support.
        • They have access to more detailed logs and diagnostic tools.

          •  
         

    Troubleshooting Flow:

    1. Check Exchange Online Service Health.
    2. Review the service account mailbox configuration.
    3. Test the email server profile connection.
    4. Review the Dynamics 365 mailbox record and alerts.
    5. Check the Dynamics 365 asynchronous service and system jobs.
    6. Test for network latency.
    7. Test with simple emails and without attachments.
    8. Enable and analyze Dynamics 365 tracing.
    9. Contact Microsoft Support if needed.

      10.  

    By following these steps, you should be able to identify the root cause of the email sending delays and resolve the issue.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak
  • Verified answer
    Holly Huffman Profile Picture
    Holly Huffman 6,522 Super User 2025 Season 2 on at
    Delay in Sending Email
    Hi there! Good morning, evening, or afternoon - depending on where you are :) Hope you are well today! 
     
    The delay in sending emails through Dynamics 365 with server-side synchronization can occur due to several factors. Here’s a guide to troubleshoot and resolve the issue:
     
    1. Check Mailbox Configuration
    • Ensure the service account mailbox is properly configured and approved in Dynamics 365.
    • Navigate to Settings > Email Configuration > Mailboxes, select the mailbox in question, and verify that:
      • The mailbox is enabled for server-side synchronization.
      • The Test & Enable Mailbox process has been successfully completed.
    2. Review Synchronization Frequency
    • Server-side synchronization operates on a schedule, and delays can occur if the synchronization interval is too long.
    • Adjust the synchronization frequency:
      • Go to Settings > Email Configuration > Email Server Profiles.
      • Edit the profile and reduce the polling interval for outgoing emails.
    3. Monitor the Server-Side Synchronization Dashboard
    • Use the Server-Side Synchronization Monitoring Dashboard to identify potential issues:
      • Navigate to Settings > Email Configuration > Server-Side Synchronization Dashboard.
      • Look for errors or warnings related to the service account mailbox.
    • This dashboard provides insights into synchronization delays and errors.
    4. Check Email Processing Queue
    • Delays can occur if there’s a backlog in the email processing queue.
    • Navigate to Settings > System Jobs and filter for email-related jobs. Look for jobs in a "Waiting" or "Failed" state and investigate their details.
    5. Verify Exchange Server Health
    • If you’re using Exchange Online, check the health of the Exchange service via the Microsoft 365 Service Health Dashboard.
    • Temporary issues with Exchange can cause delays in email processing.
    6. Test with a Different Mailbox
    • Configure a different mailbox with similar settings to determine if the issue is specific to the service account mailbox or a broader system issue.
    7. Update Dynamics 365 and Email Server Profiles
    • Ensure that Dynamics 365 and the email server profiles are up to date. Outdated configurations can lead to synchronization issues.
    8. Enable Logging for Troubleshooting
    • Enable detailed logging for server-side synchronization to capture more information about the delays:
      • Go to Settings > Email Configuration > Email Server Profiles.
      • Enable logging and review the logs for errors or warnings.
    9. Contact Microsoft Support
    • If the issue persists after troubleshooting, consider reaching out to your partner or Microsoft Support for further assistance.

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