Often with the setup of CRM 2011. Users experience messages about Pending e-mail warning and sometimes email messages are not sending.
This can be especially frustrating as both the CRM email queuing and tracking system and the Email router application are terrible to help you understand exactly what is going on with your CRM e-mail.
We mentioned some of the issues we have experience here:
Here are some basic setup tips for email in Microsoft CRM 2011
1. Out of the box, CRM does not send email messages. You need to configure an application known as CRM 2011 Email Router to have email messages send.
2. You also need a working SMTP (email server) that is configured to allow the relay of email messages from email accounts at your domain name. This can be achieved with Amazon SES message service or your own servers. We can assist you setup Amazon SES if you need assistance with this.
3. You should install and configure your Email Router. Some notes to help you may include these: http://www.interactivewebs.com/blog//?s=email+router
Recommended email settings in CRM 2011
1. Out of the box. CRM will only be able to send email messages to leads, contacts, and accounts. Until you change this setting found in the Admin / System Settings in CRM.
2. Avoid delayed email messages in CRM by Approve Email Address. In the Administration / Users. Go into each user and approve the configured email address.
There is a view of users who are Pending Email address approval to help identify who is needing approval.
Also uncheck the option for Process emails only for approved users and process email only for approved queues. Administration / System Settings.
3. Configure users email settings to use the email router for outbound email messages. (optionally inbound configuration too).
Our recommendation is to set the outbound processing for the email router. This will allow emails generated by the crm system to be delivered right away via the email router. This also means that you do need to install and configure the email router.
The above settings can be set automatically for all users by the use of a simpler out of the box workflow that runs on create of new users.
4. The next setting is recommended. Knowing that email can be tracked in CRM with the outlook client:
Email messages can automatically be tracked too.
5. The all powerful features of creating contacts in CRM when and email address is not known.
This is a great way to automatically get more leads or contacts (depending on your business) in crm. And depending on your business can also be a great way to pollute your crm full of contacts or leads that you don’t want.
To troubleshoot an E-mail Router outgoing profile configuration, follow these steps:
- Make sure that you follow the incoming profile configuration procedures in the E-mail Router Configuration Manager Help.
- For more 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.
- Refer to the following sections for information about how to resolve 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:
- 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
- Make sure that you have no antivirus services running on the Exchange Server computer that prevent connection by using port 25.
- 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:
- 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.
- 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.
- 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.
- 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.
Pending Email warning
On the Email Router, configure:
1. Check event view for Email Router related errros
2. Change the send email
3. Restart CRM email Router service
4. Reduce the pooling time and conneciton timeout
Automatically Resending Failed Email Messages
The Advanced find can be used to find email messages that have not sent. A workflow can also be created to resend messages automatically. However constant failures is going to indicate a problem some other place. So the use of this automatic workflow should not be introduced in place of fixing your sending issues.
Steps to create the workflow to re-send failed e-mails:
1. Create a new Workflow in CRM | Processes on the E-mail entity
2. Set the workflow to be Available to Run “As an on-demand process”, Change the scope to Organization and uncheck “Record is created”. This will make the workflow available to run On-Demand, function for all e-mails in the organization and also not run when every time a new e-mail is created as we just want to use this when needed on specific e-mails.
3. Click “Add Step” and choose “Change Status”
4. Set the E-mail to a status of “Pending Send”
5. Click Save and then Activate in the toolbar. Click ”OK” to the message to confirm you want to Activate the workflow and then click “Close” on the workflow.
Advanced Find to see how many e-mails are in a failed status:
1. Open Advanced Find by clicking the “Advanced Find” button in the CRM ribbon
2. Select “E-mail Messages” in the Look For option set and then select “Status Reason” and set it equal to “Failed”. Then click the Results button in the Advanced Find ribbon.
3. You can refine the results using the filter criteria from here as well in case you do not want to re-send all of the e-mails. Once you are done, multi-select the e-mails you want to re-send and then click the “Run Workflow” button in the CRM ribbon.
4. Select the e-mail workflow that you created using the steps above and click OK.
The workflow will then run and change the status of all the e-mails you had selected back to “Pending Send”. This is an asynchronous process, so it may take a few minutes depending on your current asynchronous workload in CRM. Then the CRM e-mail router will process them again and send them out through SMTP as expected.
Still Need Help?
Here at InteractiveWebs we know how terrible this component of Microsoft CRM is. Actually, in our opinion, it is difficulties like these that really shows Microsoft is not at all interested in giving it’s customers a good experience. Much of the multitude of steps and better monitoring could be fixed with very little effort from Microsoft, yet after years of CRM, much remains the same.
In any case, if you need paid administration assistance to get your email working on your CRM system, be it Cloud Microsoft Hosted, IFD, or On Premises, we are available. Please contact us at: http://www.interactivewebs.com by submitting a support ticket.