Microsoft Dynamics CRM 4.0 E-mail Router troubleshooting guidelines

The E-mail Router is an optional interface component that integrates your e-mail system with Microsoft Dynamics CRM and routes qualified e-mail messages to and from your Microsoft Dynamics CRM organization.

The E-mail Router for Microsoft Dynamics CRM 4.0 gives you more flexibility and provides more options over earlier versions of the product. This requires additional configuration that was not required in the earlier versions. This article gives guidelines for troubleshooting issues that you might encounter as you deploy and configure the E-mail Router.

On This Page E-mail Router installation issues Incoming e-mail configuration issues Outgoing e-mail configuration issues Information resources

E-mail Router installation issues

This section provides troubleshooting guidelines and reference information about how to resolve some of the most commonly encountered issues that can occur during E-mail Router installation.

Important

The Microsoft Dynamics CRM 4.0 E-mail Router does not support upgrades. You must first uninstall the Microsoft Dynamics CRM 3.0 E-mail Router and then install the Microsoft Dynamics CRM 4.0 E-mail Router.

Make sure that you keep your Microsoft Dynamics CRM deployment current by installing the latest updates and hotfixes. For detailed information, see KB article 949256: Microsoft Dynamics CRM 4.0 updates and hotfixes.

To troubleshoot an E-mail Router installation, follow these steps:

1. Verify that your operating environment meets all hardware and software requirements. For detailed requirements, see the latest version of the Planning Guide that is included in the Microsoft Dynamics CRM 4.0 Implementation Guide.
2. For additional information about installation limitations and known issues, see Microsoft Dynamics CRM 4.0 E-mail Router Readme (On-Premise and Microsoft Dynamics CRM 4.0 Service Provider Editions).
3. Make sure that you follow the E-mail Router installation instructions in the Installing Guide that is included in the Microsoft Dynamics CRM 4.0 Implementation Guide.
4. Refer to the following sections for information about how to resolve some of the most commonly encountered installation issues.

Issue installing E-mail Router together with Exchange Server 2007

Symptom: When you try to install the E-mail Router on a server that is running Microsoft Exchange Server 2007, you receive the following error message:

The Microsoft Exchange MAPI subsystem is not installed on this system.

Resolution: For information about how to resolve this issue, see KB article 951401.

Unable to retrieve user and queue information after upgrade

Symptom: After you upgrade from Microsoft Dynamics CRM 3.0 to Microsoft Dynamics CRM 4.0, you receive the following error when you click Load Data in the E-mail Router Configuration Manager:

The E-mail Router Configuration Manager was unable to retrieve user and queue information from the Microsoft Dynamics CRM server.

Resolution: For information about how to resolve this issue, see KB article 950248.

Error when you try to start the E-mail Router Service

Symptom: When you try to start the E-mail Router Configuration Manager Service, an Error event with the following line is logged in the Application log:

The E-mail Router service could not run the service main background thread.

Resolution: For information about how to resolve this issue, see KB article 954522.

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Incoming e-mail configuration issues

This section provides troubleshooting guidelines and reference information about how to resolve some of the most commonly encountered issues that can occur during E-mail Router incoming profile configuration.

To troubleshoot an E-mail Router incoming profile configuration, follow these steps:

1. Make sure that you follow the incoming profile configuration procedures in the E-mail Router Configuration Manager Help.
2. For additional information about how to configure an incoming profile, see the E-mail Router configuration information in the latest version of the Installing Guide that is included in the Microsoft Dynamics CRM 4.0 Implementation Guide.
3. Refer to the following sections for information about how to resolve some of the most commonly encountered incoming profile issues.

Login timeout error

Symptom: When you click Test Access in the E-mail 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 KB article 954047.

Note

Make sure that you point the incoming profile to the Exchange Server that has the mailbox server where the ExAdmin and Exchange virtual directories are located.

Unauthorized access to the mailbox

Symptom: When you click Test Access in the E-mail 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 E-mail Router Configuration Profile dialog box, verify that the correct URL of the Exchange Server is entered. For example:
   • http://myexchangeserve
   • http://www.myexchangeserver.local

     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 SSL, be sure to use https in the URL instead of http.

4. Verify the settings in the Access Credentials section of the E-mail 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 E-mail Router by using the specified access credentials, or in Internet Explorer, try to access the Outlook Web Access 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 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 TechNet article Add-MailboxPermission.

   • If you have 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 Web application). This enables the E-mail Router to access mailboxes by using each user's access credentials.

     Note: The User Specified option is intended for use in scenarios where the E-mail Router is configured to monitor user mailboxes, instead of a forward mailbox. This option is available only in the On-Premise version of the product.

Mailbox not found (access test fails)

Symptom: When you click Test Access in the E-mail 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, follow these steps:

1. Connect to the Exchange Server where the mailbox is located.
2. In IIS Console Management, follow these steps to verify that the virtual directory that you are using to connect to the mailbox (Exadmin or Exchange) is present:
   1. Expand the default Web site in INETMGR.
   2. Verify that the EXADMIN folder is present. If it is not, you will have to create it. For detailed information, see KB Article 947802.
3. Another possible cause of this error is the Microsoft Dynamics CRM user e-mail address information. In the Web application, verify that the user's e-mail address is set correctly.

For Exchange Server 2003, follow these steps:

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: user1@domain.com

   • Example of incorrect configuration:

     DomainName: DOMAIN\user2

     E-mailAddress: CRM.User@domain.com

2. Make sure that the Microsoft Dynamics CRM user properties are set to use the correct e-mail address.
3. Run the E-mail Router Configuration Manager to configure an incoming profile and then publish the profile.
4. Stop the E-mail Router Configuration Manager service.
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>CRM.User@domain.com</EmailAddress>

   Change only CRM.User to User2, as follows: <EmailAddress>User2@domain.com<EmailAddress>

8. Save the Microsoft.Tools.Crm.EmailAgent.Xml file.
9. Restart the E-mail Router Configuration Manager service.

   Important

   Clicking Test Access in E-mail 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 E-mail Router is functioning correctly, you can monitor the trace and errors and send test e-mail messages.

Mailbox not found (access test succeeds)

Symptom: When you click Test Access in the E-mail Router Configuration Manager, the test succeeds. However, you receive HTTP 404 errors in the application event log when the E-mail 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

For more information, see:

• IIS 7.0: Configure Request Filters in IIS 7.0
• How to Use Request Filtering

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

Symptom: When you use the E-mail 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 E-mail 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 KB article 947094.

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

Symptom: You run the E-mail 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 E-mail Router does not support self-signed certificates.

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

POP3 issues

Error connecting the E-mail Router a POP3 mailbox

Symptom: When you click Test Access in the E-mail 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 clear text.

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

Issues with using a POP3 e-mail account

Symptom: After you configure the E-mail 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 E-mail Router does not process these messages.
• When you try to open the POP3 mailbox by using an e-mail reader, or when the E-mail 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 KB article 947059.

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Outgoing e-mail configuration issues

This section provides troubleshooting guidelines and reference information about how to resolve some of the most commonly encountered issues that can occur during E-mail Router outgoing profile configuration.

To troubleshoot an E-mail Router outgoing profile configuration, follow these steps:

1. Make sure that you follow the incoming profile configuration procedures in the E-mail Router Configuration Manager Help.
2. For additional information about how to configure an incoming profile, see the E-mail Router configuration information in the latest version of the Microsoft Dynamics CRM 4.0 Implementation Guide.
3. Refer to the following sections for information about how to resolve some of the most commonly encountered outgoing profile issues.

Test Access error

If there is a problem with your outgoing e-mail configuration, you may receive the following error message when you click Test Access on the E-mail Router Configuration Manager:

"Outgoing status: Failure - An error occurred while checking the connection to e-mail server EXSERVERNAME. The requested address is not valid in its context"

If you receive this message, follow these steps to troubleshoot the problem:

1. Run a telnet command to verify that connectivity is functioning between the computer that is running CRM Router and the Exchange Server. For example, start the TELNET utility and enter the following command:

   TELNET EXSERVERNAME PORT

2. Make sure that you have no antivirus services running on the Exchange Server computer that prevent connection by using port 25.
3. For information about how to configure the SMTP server to allow relay messages from Microsoft Dynamics CRM, see KB article 915827.

E-mail error when message sent from the Web application

Symptom: When a user sends an e-mail message by using the Web application, the user might receive one of the following messages:

This message has not yet been submitted for delivery. 1 attempts have been made so far.

The message delivery failed. It must be resubmitted for any further processing.

Resolution: For information about how to resolve this issue, see KB article 915827.

Load Data error

When you click Load Data in the E-mail Router Configuration Manager, you receive the following error:

The E-mail Router Configuration Manager was unable to retrieve user and queue information from the Microsoft Dynamics CRM server. This may indicate that the Microsoft Dynamics CRM server is busy. Verify that URL 'http://OrganizationName' is correct. Additionally, this problem can occur if the specified access credentials are insufficient. To try again, click Load Data. (The request failed with HTTP status 404: Not Found.)

To resolve this problem, follow these steps:

1. Make sure that the user account that is running the E-mail Router Configuration Manager service is a member of the Active Directory PrivUserGroup security group.
2. The account that is specified in the Access Credentials field on the General tab of the E-mail Router Configuration Manager must be a Microsoft Dynamics CRM administrative user. If the access credentials are set to Local System Account, the computer account must be a member of the Active Directory PrivUserGroup security group.
3. Make sure that the URL is spelled correctly. The organization name in the URL field is case-sensitive and must be spelled exactly as it appears in the Microsoft Dynamics CRM server. To view the organization name as it appears in the Microsoft Dynamics CRM server, start the Web application. The organization name appears in the upper-right corner of the application window.
4. The DeploymentProperties table may have incorrect values if you have modified the port or hostheaders on your Web site. To update the DeploymentProperties table see, KB article 950248.

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Information resources

For additional information about how to troubleshoot E-mail Router deployment and configuration problems, refer to the following resources:

• Detailed planning, installation, and configuration instructions:
  • Microsoft Dynamics CRM 4.0 Implementation Guide
  • How to configure the On-premise and Online E-mail Router in different deployment scenarios
• Most current supplemental information about E-mail Router:
  • Microsoft Dynamics CRM 4.0 E-mail Router Readme (On-Premise and Microsoft Dynamics CRM 4.0 Service Provider Editions)
  • Microsoft Dynamics CRM Online E-mail Router Release Notes
• General E-mail Router configuration troubleshooting information:
  • Troubleshooting the Microsoft Dynamics CRM E-mail Router
  • Troubleshooting E-Mail Issues in Microsoft Dynamics CRM 4.0
  • Microsoft Dynamics CRM 4.0 E-Mail Connector Logger Tool
• Instructional videos:
  • The Microsoft Dynamics CRM 4.0 E-mail Router with POP3
  • The Microsoft Dynamics CRM 4.0 E-mail Router with Microsoft Exchange Server
  • Using a Forward Mailbox with Microsoft Dynamics CRM 4.0

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Related Links

Microsoft Dynamics CRM 4.0 E-mail Router deployment guidelines

Install Microsoft Dynamics CRM E-mail Router on multiple computers

Microsoft Dynamics CRM: How to configure the On-premise and Online E-mail Router in different deployment scenarios