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Error with CRM 4.0 Email Router Configuration Manager (unable to connect to the remote server) RRS feed

  • Question

  • Hi,

    I have an issue with MS CRM 4.0 email router installation.

    First, i  did not specify an incoming e-mail server during Microsoft Dynamics CRM Server Setup.

    My email router is installed on the same machine where my exchange server 2003 is installed.

    when i configure the email router i found the following error:

    The E-mail Router Configuration Manager was unable to retrieve user and queue information from Microsoft Dynamics CRM server. This may indicate that the MIcrosoft Dynamics CRM server is busy. Verify that URL http://CRM/ORGNAME is correct. Additionally, this problem can occur if specified access credentilas are insufficient. To try again, click Load Data (Unable to connect to the remote server)"

    please help

    thanks

    Wednesday, July 14, 2010 8:24 AM

Answers

  • Solutions for this problem are describe here http://blogs.msdn.com/b/crm/archive/2009/01/08/troubleshooting-the-microsoft-dynamics-crm-e-mail-router.aspx

    • Make sure the account that is running the Microsoft CRM 4.0 E-mail Router Service is added to the PrivUserGroup Security Group in Active Directory.
    • The Account that is specified for the Access Credentials needs to be a CRM Admin User. If the Access Credentials are set to Local System then the computer Account needs to be a member of the PrivUserGroup Security Group in Active Directory.
    • Make sure the url is spelled correctly as it is case sensitive for the Organization Name.
    • DeploymentProperties table may have incorrect values if you have modified the port or hostheaders on your website. To update the DeploymentProperties table see http://support.microsoft.com/kb/950248
    Good luck!
    Wednesday, July 14, 2010 11:07 AM
  • Well this part of the error message

    The request failed with HTTP status 401:  Unauthorized

    suggests that you have the wrong username and/or password or perhaps CRM Organisation. Do you have more than one CRM organisation configured on the server?

     

     

    • Marked as answer by Jim Glass Jr Friday, September 3, 2010 2:58 PM
    Thursday, July 15, 2010 3:32 PM
    Moderator
  • Hey All.

    A possibility is with the SPN's for the server.  We recently ran into a similar situation that we documented here:

    http://blogs.engage2day.com/2010/08/microsoft-crm-email-router-http-status-401-unauthorized-and-kerberos-resolved/

     

    Thanks,
    Robert

    Engage, Incorporated
    Put IT in High Gear – Engage

    An SBA-Certified HUBZone Firm

    • Marked as answer by Jim Glass Jr Friday, September 3, 2010 2:58 PM
    Friday, September 3, 2010 11:56 AM

All replies

  • The URL that you specify for the CRM installation must be spelled using exactly the same sequence of upper and lower case letters as the name shown in Deployment Manager.

     

    Wednesday, July 14, 2010 8:43 AM
    Moderator
  • the URL is correct. i have verified it many times.

    Wednesday, July 14, 2010 8:46 AM
  • Hmm. At the risk of sounding repititious did you check the case of each letter. e.g.  http://crm/MyCompany is not the same as http://crm/mycompany as far as the E-mail route is concerned.

     

    Or do you perhaps need to add a port number after the URL?

    Does the URL work in Internet Explorer on the machine where the e-mail router is installed.

     

    Wednesday, July 14, 2010 8:50 AM
    Moderator
  • yes, the URL is working fine in IE  on the machine where the email router is installed. 

    secondly, the case of each letter in url is fine.

    is it essential to specify an incoming e-mail server during Microsoft Dynamics CRM Server Setup?

     i  did not specify an incoming e-mail server during Microsoft Dynamics CRM Server Setup.

    thanks   

    Wednesday, July 14, 2010 9:15 AM
  • No it is not essential to specify it during server setup but please check the following:

    1. In Active Directory, CRM created a PrivUserGroup. Ensure that the e-mail server is a member of this group.

    2. On the server on which CRM is installed check the following registry key:

       HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM\IncomingEmailServer

    it should contain the name of the e-mail server as a REG_SZ value.

    Wednesday, July 14, 2010 9:35 AM
    Moderator
  •  there is no entry in the registry with this name "IncomingEmailServer" .

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM\IncomingEmailServer

    what i need to do to add it?. do i need to reinstall the MS CRM? or is there anyother way to add it?

    please help

     

    thanks

    Wednesday, July 14, 2010 9:53 AM
  • No need to reinstall.

    In registry editor navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM

    Click click on Edit | New | String Value

    Change the words New Value to IncomingEmailServer. Then double-click the value and enter the server name in Value data and click OK.

     

     

    Wednesday, July 14, 2010 9:56 AM
    Moderator
  • i tried the same steps u mentioned above.. but not working..the error is still same....
    Wednesday, July 14, 2010 10:06 AM
  • Let's get back to the router configuration manager. In the Deployment what did you specify for the access credentials?

    I normally use Other Specified and then enter the user name (DOMAIN\username format) and password of a CRM user that has the System Administrator Role.

     

     

    Wednesday, July 14, 2010 10:13 AM
    Moderator
  • i used the "Other specified" and then user name(DOMAIN\username). This user is the domain administrator and also crm deploement user.
    Wednesday, July 14, 2010 10:18 AM
  • I'm afraid I have no more suggestions to try. Sorry.

     

    Wednesday, July 14, 2010 10:19 AM
    Moderator
  • Solutions for this problem are describe here http://blogs.msdn.com/b/crm/archive/2009/01/08/troubleshooting-the-microsoft-dynamics-crm-e-mail-router.aspx

    • Make sure the account that is running the Microsoft CRM 4.0 E-mail Router Service is added to the PrivUserGroup Security Group in Active Directory.
    • The Account that is specified for the Access Credentials needs to be a CRM Admin User. If the Access Credentials are set to Local System then the computer Account needs to be a member of the PrivUserGroup Security Group in Active Directory.
    • Make sure the url is spelled correctly as it is case sensitive for the Organization Name.
    • DeploymentProperties table may have incorrect values if you have modified the port or hostheaders on your website. To update the DeploymentProperties table see http://support.microsoft.com/kb/950248
    Good luck!
    Wednesday, July 14, 2010 11:07 AM
  • Thanks for Your help Kadir!

     

    During the  troubleshooting. I am able to find the issue.

     I find that the IP address of CRM server is different in DNS and originally the IP Address is different.  So basically it is the issue with LAN. 
     

    Now i am facing another issue.

    "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://organization name' is correct. Additionally, this problem can occur if specified access credentials are insufficient. To try again, click Load Data. (The request failed with HTTP status 401:  Unauthorized.)"
    please help!
    Thanks
    Thursday, July 15, 2010 3:29 PM
  • Well this part of the error message

    The request failed with HTTP status 401:  Unauthorized

    suggests that you have the wrong username and/or password or perhaps CRM Organisation. Do you have more than one CRM organisation configured on the server?

     

     

    • Marked as answer by Jim Glass Jr Friday, September 3, 2010 2:58 PM
    Thursday, July 15, 2010 3:32 PM
    Moderator
  • there is only one organization. The Username and password are also correct. infact the user has the administrative rights.

     

     

     

     

    Thursday, July 15, 2010 3:51 PM
  • Muhammad, I am having a simialr problem, how did you fix this ??
    Monday, August 16, 2010 8:44 PM
  • Hey All.

    A possibility is with the SPN's for the server.  We recently ran into a similar situation that we documented here:

    http://blogs.engage2day.com/2010/08/microsoft-crm-email-router-http-status-401-unauthorized-and-kerberos-resolved/

     

    Thanks,
    Robert

    Engage, Incorporated
    Put IT in High Gear – Engage

    An SBA-Certified HUBZone Firm

    • Marked as answer by Jim Glass Jr Friday, September 3, 2010 2:58 PM
    Friday, September 3, 2010 11:56 AM
  • Hi all,

    I just do config Email Router on CRM 4.0,  But when I "load data" for check its get error msg ""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://organization name' is correct. Additionally, this problem can occur if specified access credentials are insufficient. To try again, click Load Data. (The request failed with HTTP status 401:  Unauthorized.)"

    recheck user/pw login is admin role already.

    but I think Organization Name is wrong. Does anyone can show me how to check CRM 4.0 Organization Name ? and give me solutions if u facing the same before...hihi

    Thank in advance,

    Vinh Nguyen

    Monday, October 25, 2010 8:22 AM