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Getting CRM 4.0 Queues to recieve mail

Posted on 2011-03-01
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Last Modified: 2012-08-13
We have a few queues that recently stopped receiving emails in CRM. Any emails sent to sales@company.com should be pulled into a CRM queue. However, it stopped receiving emails about 2 months ago. The "good" thing is that another queue also stopped receiving emails at around the same time.

The only thing I can think of is that something I did to get outgoing email in CRM to work, somehow stopped incoming mail from being sent to the queues.

I have tried several different things in Email Router configuration, and none of them are working. I'm not sure where to go from here, i'm completely stumped!
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Question by:doughorning
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Expert Comment

by:Feridun Kadir
ID: 35014443
Check the following:

- for each queue, what is the incoming profile set to? If it is forward mailbox, then make sure that the forwarding rules are still deployed.

- In the e-mail router configuration manager, make sure that the forward mailbox is still configured on the last tab.

- make sure you publish changes in the e-mail router configuration manager.

- check the event log on the server that has the e-mail router installed. It is possible (though perhaps not likely) there is an e-mail in the inbox for the queue that is upsetting the e-mail router. If so, then log in to the queue mailbox and delete that particular e-mail.
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Author Comment

by:doughorning
ID: 35018804
All of the queues are under the Users/Queues list.  Should they actually be Forward Mailboxes?

They all use the same incoming profile. Here's a picture of this:  Email Router Incoming Profile
I've also tried "User Specified" and then typed in credentials in CRM in the Queue's contact record in the email router section.
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LVL 29

Expert Comment

by:Feridun Kadir
ID: 35018962
From your picture, for the URL that you specified you need to change the protocol to WebDav or change the URL to http://servername/EWS/Exchange.asmx (replace servername with your server).

All users and queues can use the same incoming profile - that isn't a problem.

You can use a forward mailbox with queues if you wish. I recommend that all users and queues are configured to use a Forward Mailbox to simplify management.

What happens when you run Test Configuration in the E-mail Configuration manager.
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Author Comment

by:doughorning
ID: 35019042
I changed it to http://servername/EWS/Exchange.asmx and testing it just hung.

I then changed it to http://internalIPAddress/EWS/Exchange.asmx and it said this during testing:
"Incoming Status: Failure - The remote Microsoft Exchange e-mail server returned the error "(404) Not Found". This user or queue does not have a mailbox. Create a mailbox and try again. The request failed with HTTP status 404: Not Found. "

For every mailbox it said this. But that's definately not true, since it was previously working, and i know these mailboxes exist.
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LVL 29

Expert Comment

by:Feridun Kadir
ID: 35033740
Hmm. I'm running out of ideas.  Are you using Exchange 2007 or 2010?
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Author Comment

by:doughorning
ID: 35058027
2007
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Author Comment

by:doughorning
ID: 35058132
One thing i noticed, when I put http://server/EWS/Exchange.asmx it takes forever to respond and doesn't succeed. Then, I tried HTTPS and specified the SSL port (443) in the advanced tab. When i do this, it says something about the SSL cert being bad. Well, at least it's responding right? I know that our SSL cert is bad. This is a costly hypothesis, like $500, so I don't want to suggest anything that is wrong that costs that much. So, do you think getting a good SSL cert then switching to HTTPS is the key?
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Accepted Solution

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Feridun Kadir earned 500 total points
ID: 35058849
Most likely that is the answer. The E-mail Router requires certificates to be issued by a trusted authority.

However, you can buy certificates for much less than $500. Try godaddy.com or startcom.com.

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Author Comment

by:doughorning
ID: 35071736
It's going to take awhile to do that, so I'm going to accept your solution now in case I forget later. I'll post back here if it doesn't work. Thanks for the help.
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LVL 29

Expert Comment

by:Feridun Kadir
ID: 35071746
No problem and thanks. Feel free to post again if necessary.
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