CRM 4.0 Email Router issue

Posted on 2009-04-27
Last Modified: 2012-05-06

Recently we setup Microsoft CRM 4.0, from our Action Pack, and have been using it to track cases.  I wanted to test out the "Direct Email" function and read you should install the E-Mail router.

I installed and ran the Email Router Configuration Manager but I can't get the "Users, Queues, and Forward Mailbox" data to Load and I am receiving the following error:

"The Email 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 the URL 'http://servername:5555/uniquename' is correct.  Additionally, this problem can occur if specified access credentials are insufficient.  To try again, click Load Data.  (Unable to connect to the remote server)."

I did a bunch of research online and found a few articles documenting how they set everything up but I can't get the data to load.  I have used the CRM servers local admin account, a domain account, my account (also domain admin) and local system account.  My settings are configured as follows:

Configuration Profiles:

Direction: incoming
E-mail Server Type: exchange
E-mail Server: https://servername/owa (have also tried this with just https://servername/owa, https://servername and
Authentication Type: Windows Authentication
Access Credentials: User Specified (have also tried local and the domain admin credentials)
Network Port (under advanced): 443

Direction: Outgoing
E-mail Server Type: SMTP
Authentication Type: Windows Authentication
Email Server: servername (also tried the FQDN and IP)
Access Credentials: Local System (also tried multiple domain accounts under "other specified")

Deployment: My Company (have tested with "An online service provider" too)
CRM Server: http://servername:5555/uniquename (tried without the ports AND have attempted with friendly_name just in case.  If I write the wrong name in, i get an error message stating the name is invalid, so I know this portion is right)
Credentials: Local System (attempted with domain admin account(s))
Default Configuration Profiles: Set to both the incoming and outgoing profiles I made

Other information:
- I have also created the required connector, in Exchange 2007, to allow CRM to relay off of Exchange.
- The computer is in the Priv group for CRM
- All services are up and running

I really need some fresh eyes on this, so if anyone has any ideas, please let me know.

Question by:OpacityZero
    LVL 11

    Expert Comment

    can you check asynchronous services are running or not  .. just a thought


    Author Comment

    Hi and thanks for the reply.

    The RM Asynchronous Processing Service is running, as well as the CRM Email Router service.

    Author Comment

    Would anyone else have some ideas for this?
    LVL 8

    Accepted Solution

    Probably check these points
    * check if you are able to access the URL from the machine where u are installing the router
    * Have you installed Email router with the domain administrator account login? If not, try installing using it
    * If using default network port for SMTP check if its 25
    * Most of the time the outgoing can work with local system account. If not try giving the system administrator user in CRM as the user for other specified (probably with domain name)


    Write Comment

    Please enter a first name

    Please enter a last name

    We will never share this with anyone.

    Featured Post

    IT, Stop Being Called Into Every Meeting

    Highfive is so simple that setting up every meeting room takes just minutes and every employee will be able to start or join a call from any room with ease. Never be called into a meeting just to get it started again. This is how video conferencing should work!

    Suggested Solutions

    This collection of functions covers all the normal rounding methods of just about any numeric value.
    Article by: Leon
    Software Metering within our group of companies has always been an afterthought until auditing of software and licensing became a pain point. Orchestrator and SCCM metering gave us the answer and it was an exciting process.
    The viewer will learn how to create a normally distributed random variable in Excel, use a normal distribution to simulate the return on an investment over a period of years, Create a Monte Carlo simulation using a normal random variable, and calcul…
    After creating this article (, I decided to make a video (no audio) to show you how to configure the routers and run some trace routes and pings between the 7 sites…

    760 members asked questions and received personalized solutions in the past 7 days.

    Join the community of 500,000 technology professionals and ask your questions.

    Join & Ask a Question

    Need Help in Real-Time?

    Connect with top rated Experts

    9 Experts available now in Live!

    Get 1:1 Help Now