Incoming e-mail configuration issues

Applies To: Dynamics CRM 2013

This section provides troubleshooting guidelines and reference information about how to resolve some commonly encountered issues that can occur during Email Router incoming profile configuration.

To troubleshoot an Email Router incoming profile configuration

1. Make sure that you follow the incoming profile configuration procedures in the Email Router Configuration Manager Help.

2. For more information about how to configure an incoming profile, see Configure the Email Router in the Microsoft Dynamics CRM 2013 Installing Guide.

3. See the following sections for information about how to resolve some commonly encountered issues with incoming configuration profiles.

In This Topic

Login timeout error

Unauthorized access to the mailbox

Mailbox not found (access test fails)

Mailbox not found (access test succeeds)

The E-mail Router service configuration parameter "EmailUser" is missing

SSL/TLS error from E-mail Router Configuration Manager test access

POP3 issues

Login timeout error

Symptom: When you click Test Access in the Email Router Configuration Manager, you receive the following HTTP error message:

Incoming Status: Failure - The remote server returned an error: (440) Login Timeout

This is typically caused by trying to use forms-based authentication instead of Windows authentication (the only supported authentication method).

Resolution: Change the authentication mode to Windows authentication on the mailbox server. For more information, see the Microsoft Knowledge Base (KB) article 954047.

Unauthorized access to the mailbox

Symptom: When you click Test Access in the Email Router Configuration Manager, you receive the following HTTP error message:

Incoming Status: Failure - The remote Microsoft Exchange e-mail server returned the error "(401) Unauthorized". Verify that you have permission to connect to the mailbox.

Resolution: Verify the following:

1. Before you click Test Access, make sure that the user has logged on to the mailbox so that the mailbox is activated.

2. Make sure that you can receive e-mail messages in the mailbox.

3. In the Location section of the Email Router Configuration Profile dialog box, verify that the correct URL of the Exchange Server is entered. For example:

   • https://myexchangeserver

   • https://www.myexchangeserver.local

   • https://myexchangeserver/EWS/Exchange.asmx

     Important

     Do not enter any additional characters at the end of the URL string, such as /OWA or /Exchange or even a / character. If you are using Secure Sockets Layer (SSL), be sure to use https in the URL instead of http.

4. Verify the settings in the Access Credentials section of the Email Router Configuration Manager incoming profile dialog box:

   • Make sure that the specified user has full access rights to the mailboxes that this incoming profile will serve. To test this, log on to the computer that is running the Email Router by using the specified access credentials, or in Windows Internet Explorer, try to access the Outlook Web Access (OWA) URL of the user that you are testing (for example, http://exchangeserver/Exchange/crmuser).

     For instructions about how to grant this access in Exchange Server 2003, see the Microsoft TechNet article How to Give a User Full Access to Another User's Mailbox.

     For instructions about granting this access in Exchange Server 2007, see the Microsoft TechNet article Add-MailboxPermission.

   • If you selected the User specified option in the Access Credentials drop-down list, make sure that the users whose mailboxes this profile will serve have set their user name and password in the Set Personal Options dialog box (available in the Workplace section of the Microsoft Dynamics CRM web application). This enables the Email Router to access mailboxes by using each user's access credentials.

     Note

     The User specified option is intended for use in scenarios where the Email Router is configured to monitor user mailboxes, instead of a forward mailbox. This option is available only in the on-premises version of the product.

Mailbox not found (access test fails)

Symptom: When you click Test Access in the Email Router Configuration Manager, you receive the following HTTP error message:

Incoming Status: Failure - The remote Microsoft Exchange e-mail server returned an error "(404) Not Found". The user or queue does not have a mailbox. Create a mailbox and try again.

Resolution: Depending on which version of Exchange Server you are using, perform one of the following procedures.

For Exchange Server 2007

1. Connect to the Exchange Server where the mailbox is located.

2. Open Internet Information Services (IIS) Manager: Click Start, type inetmgr, and then press ENTER.

3. Verify the presence of the virtual directory (Exadmin or Exchange) that you are using to connect to the mailbox:

   1. Expand the default Web site.

   2. Verify that the Exadmin folder is present. If it is not, you will have to create it. For detailed information, see the Microsoft KB article 947802.

For Exchange Server 2003

1. In the Web application, verify that the e-mail address logon information is the same as the user’s domain logon:

   • Example of correct configuration:

     DomainName: DOMAIN\user1

     E-mailAddress: [email protected]

   • Example of incorrect configuration:

     DomainName: DOMAIN\user2

     E-mailAddress: [email protected]

2. Make sure that the Microsoft Dynamics CRM user properties are set to use the correct e-mail address.

3. Run the Email Router Configuration Manager to configure an incoming profile and then publish the profile.

4. Stop the Email Router service. For more information, see "To stop a service" below.

5. Open the Microsoft.Tools.Crm.EmailAgent.Xml file in a text editor such as Notepad.

6. At the top of the file, set ConfigUpdatePeriod = 0.

7. Modify each user’s incoming profile as follows:

   <EmailUser>DOMAIN\User2</EmailUser> 

   <EmailPassword>{2A48C4DB-F2BFZ3g==@MkoEoFd1wvV8bY8UijX7VA==</EmailPassword> 

   <EmailAddress>[email protected]</EmailAddress>

   Change only CRM.User to User2, as follows:

   <EmailAddress>[email protected]<EmailAddress>

8. Save the Microsoft.Tools.Crm.EmailAgent.Xml file.

9. Restart the Email Router service. For more information, see "To start a service" below.

   Important

   Clicking Test Access in the Email Router Configuration Manager will not result in a successful test. This is because test access will get the information from the Microsoft Dynamics CRM server directly and not from the Microsoft.Tools.Crm.EmailAgent.Xml file. To verify that the Email Router is functioning correctly, you can monitor the trace and errors and send test e-mail messages.

   Note

   You may find the following procedures helpful when you work with services in the preceding procedures.

To start a service

1. On the Start menu, type services.msc, or click Run, type services.msc, and then press ENTER.

2. Right-click the service that you want to start, and then click Start.

3. Click OK and then close the Services application.

To stop a service

1. On the Start menu, type services.msc, or click Run, type services.msc, and then press ENTER.

2. Right-click the service that you want to stop, and then click Stop.

3. Click OK and then close the Services application.

Mailbox not found (access test succeeds)

Symptom: When you click Test Access in the Email Router Configuration Manager, the test succeeds. However, you receive HTTP 404 errors in the application event log when the Email Router processes e-mail messages. Check the IIS logs for the following error:

Request Filtering: Denied because URL doubled escaping 404.11

Resolution: Run the following command on the Exchange Web site to allow double escaping:

%windir%\system32\inetsrv\appcmd set config "Default Web Site" -section:system.webServer/security/requestfiltering -allowDoubleEscaping:true

 More information:

• IIS 7.0: Configure Request Filters in IIS 7.0

• Use Request Filtering

The E-mail Router service configuration parameter "EmailUser" is missing

Symptom: When you use the Email Router, you may experience one or more of the following issues:

• An error event is logged in the application log (Event Source: MSCRMEmail) with a description that states “EmailUser" is missing.

• When you use the Test Access functionality in the Email Router Configuration Manager, you receive an error message that states “Emailuser” is missing.

This issue occurs because Microsoft Dynamics CRM is not configured to use your credentials to send and receive e-mail messages.

Resolution: For information about how to resolve this issue, see the KB article 947094.

SSL/TLS error from E-mail Router Configuration Manager test access

Symptom: You run the Email Router to configure access to a mailbox. When you try to test access to the mailbox, you receive the following error message:

“Incoming Status: Failure - The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. The remote certificate is invalid according to the validation procedure.”

This issue occurs if you use self-signed certificates. The Email Router does not support self-signed certificates.

Resolution: For information about how to resolve this issue, see the KB article 954584.

POP3 issues

Error connecting the Email Router a POP3 mailbox

Symptom: When you click Test Access in the Email Router Configuration Manager to test a profile that uses a POP3 mailbox, you receive the following error:

Incoming Status: Failure – An error occurred while executing POP3 command ”Command removed for security reasons”. The server response was: “-ERR authorization first”.

This error occurs because POP3 does not use NTLM authentication. Instead, POP3 uses Basic authentication (clear text).

Resolution: For information about how to resolve this issue, see the KB article 954046.

Issues with using a POP3 e-mail account

Symptom: After you configure the Email Router to use a POP3 e-mail account, you may experience one or more of the following symptoms:

• After you read e-mail messages from the POP3 mailbox, the Email Router does not process these messages.

• When you try to open the POP3 mailbox by using an e-mail reader, or when the Email Router connects to the POP3 mailbox, you receive one of the following error messages:

  • The application cannot connect or open the mailbox.

  • The mailbox is in use.

Resolution: For information about how to resolve this issue, see the KB article 947059.

See Also

Troubleshooting Email Router issues
Email Router installation issues
Outgoing e-mail configuration issues
Test the access for the Email Router
Users do not receive Microsoft Dynamics CRM e-mail messages