Unable to Synchronize Exchange Online Mailbox with Dynamics CRM?

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Posted on by chakkay

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Hi CRM,

I am facing an issue of synchronizing exchange online mailbox with CRM queue. The queue's email has been approved by global admin, t&e (test & enable) passed with both incoming and outgoing status as successful. But still when i send an email to that mailbox, i am neither able to receive the email in CRM queue nor an email activity is created in CRM.

Additional Info:- The email address i am using is unique and hasen't been used by any other queue or any other user in all our CRM environments.

The same procedure works fine for test mailbox (and we are able to synchronize CRM with test mailbox) but it doesn't for our Customer service production mailbox.

Any help Appreciated!

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chakkay 594 on at

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RE: Unable to Synchronize Exchange Online Mailbox with Dynamics CRM?

Issue Resolved.

Some routing rules were setup in my exchange online mailbox which are routing the emails from mailbox to salesforce. Thats why i dont see any emails in the inbox of mailbox and no synchronization takes place to CRM.

The fix is in exchange online, we have to tweak a rule which would keep a copy of the email inspite of routing email to some other application. This way all the incoming emails are retained in CRM and my server side sync works to sync the emails back to CRM.

Cheers CRM!
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Community Member Microsoft Employee on at

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RE: Unable to Synchronize Exchange Online Mailbox with Dynamics CRM?

Hello Chakkay,

I had a similar issue and my resolution was a little bit odd, but it worked.

Deactivate the mailbox, activate it again, approve the email and then test it again.

Let us know if it worked.

Cheers!

Pedro Pisco