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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Server Side Sync seems...
Customer experience | Sales, Customer Insights,...
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Server Side Sync seems to not sync emails for certain queues but there's no error message

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Posted on by MikeC282 2,175

Hi all,

I've got a dilemma. I've got 2 queue mailboxes that appears to be working normally as in when I open the mailbox it all seems to be working.

pastedimage1581983869806v1.png

I also downloaded the mailboxdetails and it seems like the sync is happening and that the last sync date was a few minutes ago. The problem is that no emails are syncing through and hence no cases are being created. I'm checking Alerts and there hasn't been a error message or any message for that matter since 2018.

I can't for the life of me figure out what is going on. I've got IT approve and test and enable the mailboxes again and still doesn't work. I'm not sure what the problem is.

EDIT: 

Logged a ticket with Microsoft and they will get back to me. It's a weird one as there are no error message or logs that alerts me to the error. Outgoing emails seem to still work and I'm able to send the email. Microsoft checked the backend and noted that they are still processing the incoming emails but it's just not showing up in the queues.

Not sure if anyone else is having the same issue.

I have the same question (0)
  • Verified answer
    Jisung Han Profile Picture
    Jisung Han Microsoft Employee on at

    Hi MikeC282,

    Would you please answer the following questions?

    Questions

    =========

    1. Whether this mailbox is User mailbox or Shared (Queue) mailbox without a user account?

    2. Is the Track option configured as "All Messages" from Personal Setting (User mailbox) or Queue Setting (Shared mailbox)?

    3. Does this mailbox queue have a custom plugin/workflow which is Sync type when creating an Email? If there is, please check whether the custom plugin/workflow has recent update or deployment job

    If there is a Sync type custom plugin/workflow and it fails, Email record will not be created. A suggestion is using Async type of custom plugin/workflow for the one that will be triggered when creating an Email to make sure that an Email record can be created in the first stage. Please review the questions above and share answers with me. 

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