asked on

CRM 4 Email router with Exchange 2010

Hi experts,
our company is using CRM integrated with Epicor's Scala ERP and Exchange server 2010.

In the application log of server, where the CRM Email router is installed there are thousands of theese errors:

Log Name:      Application
Source:        MSCRMEmail
Date:          18.7.2012 14:16:56
Event ID:      0
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      POLUX
Description:
#27938 - An error occurred while checking for e-mail messages to process in mailbox h......a@t.......y.cz. System.NullReferenceException: Object reference not set to an instance of an object.
   at Microsoft.Crm.Tools.Email.Providers.ExchangeWSConnector.RetrieveMessage(ArrayList ids, Int32 index, ServiceLogger serviceLogger)
   at Microsoft.Crm.Tools.Email.Providers.ExchangePollingMailboxProvider.RetrieveNextMessageInternal()
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.RetrieveNextMessage()
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.Run()
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="MSCRMEmail" />
    <EventID Qualifiers="0">0</EventID>
    <Level>2</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2012-07-18T12:16:56.000000000Z" />
    <EventRecordID>17084577</EventRecordID>
    <Channel>Application</Channel>
    <Computer>POLUX</Computer>
    <Security />
  </System>
  <EventData>
    <Data>#27938 - An error occurred while checking for e-mail messages to process in mailbox h........a@t...........y.cz. System.NullReferenceException: Object reference not set to an instance of an object.
   at Microsoft.Crm.Tools.Email.Providers.ExchangeWSConnector.RetrieveMessage(ArrayList ids, Int32 index, ServiceLogger serviceLogger)
   at Microsoft.Crm.Tools.Email.Providers.ExchangePollingMailboxProvider.RetrieveNextMessageInternal()
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.RetrieveNextMessage()
   at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.Run()</Data>
  </EventData>
</Event>

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and

Log Name:      Application
Source:        MSCRMEmail
Date:          18.7.2012 14:16:52
Event ID:      0
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      POLUX
Description:
#35241 - The recipients for the e-mail message with subject "REMINDER - Rockwell Solutions Limited - Annual Spring Holidays - 30th March - 8th April 2012 Inclusive" in mailbox H......a@t........y.cz did not match any known records.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="MSCRMEmail" />
    <EventID Qualifiers="0">0</EventID>
    <Level>3</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2012-07-18T12:16:52.000000000Z" />
    <EventRecordID>17084575</EventRecordID>
    <Channel>Application</Channel>
    <Computer>POLUX</Computer>
    <Security />
  </System>
  <EventData>
    <Data>#35241 - The recipients for the e-mail message with subject "REMINDER - Rockwell Solutions Limited - Annual Spring Holidays - 30th March - 8th April 2012 Inclusive" in mailbox H.......a@t................y.cz did not match any known records.</Data>
  </EventData>
</Event>

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Im googling it few days, but with no luck with any of suggested solutions...

Iradat Siddiqui

Please run a trace and post the log here

Jan Vojtech Vanicek

ASKER

I havent a lot of experience. How to run a trace?

Iradat Siddiqui

use the crmdiag4 tool

Feridun Kadir

have you recently run the E-mail Router configuration manager, loaded users and queues and then run Test Access? Once all tests pass, click Publish in the e-mail router configuration manager.

The e-mail router might be trying to check incoming e-mails for users that have been disabled or where their mailboxes have been removed. That might explain the errors.

Jan Vojtech Vanicek

ASKER

Yes email router configuration manager is ready - I mean, users are loaded and there is no error...
I will send the trace log in two hours. Thank you.

Jan Vojtech Vanicek

ASKER

There are the files from CrmDiag4. Its a few seconds of tacing with restart of email router service - a few megs large...
CrmRouterReportInformation.zip
crm4trace.zip

Yiogi

Hello,

We've recently had the exact same problem with one of our clients. In the end it was simply 1 email that had no "from" and because the sender is a required property for email router it was throwing that exception. Moving it out of the mailbox fixed the issue and other emails started getting processed.

If you want to follow the same steps as we did to try and troubleshoot it, create a new mailbox and move all emails out of the problematic mailbox into that one. Then start moving emails back to the original mailbox, a few each time until the issue starts occurring. You may need to modify the "ThresholdDate" setting in "Microsoft.Crm.Tools.EmailAgent.SystemState.xml". Please always backup that file before modifying it and keep in mind the date is UTC.

Jan Vojtech Vanicek

ASKER

Is there a possibility to debug that in some more detailed way? Or can I setup the Email Router to ignore such emails?

ASKER CERTIFIED SOLUTION

Yiogi

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