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Emails not coming into Queue RRS feed

  • Question

  • We have had a queue setup in CRM for a few months and it stopped receiving emails a couple of months ago.  Naturally it was a situation where no one noticed, until the situation changed and it is necessary to get it working again.

    The queue is setup for the SMTP email address for the user logging into the queue.  The router on the server is working fine and when I test access, all the queues work without an issue.  I can log into our web Exchange platform with the credentials also without an issue, but the emails are not pulling into the queue.  I don't think it is a router issue because other emails are coming into other queues.

    I am getting many #35241 - The recipients for the email message with subject "" in mailbox [mailbox name] did not match any known records errors in the error log, but I've already verified the SMTP email address in the queue, as well as the setup on Exchange.  I'm at a loss as to what to do next.  Suggestions?

    Exchange 2010 | CRM Dynamics 4.0

    Thanks,

    CL

    Tuesday, May 3, 2011 2:04 PM

Answers

  • So router is able to connect to the queue's mailbox and validate that the recipients of the email are not found in CRM.

    Is the sender of the email a record in CRM?
    Is the only recipient the queue record?

    <Quote>
    I am getting many #35241 - The recipients for the email message with subject "" in mailbox [mailbox name] did not match any known records errors in the error log, but I've already verified the SMTP email address in the queue, as well as the setup on Exchange. I'm at a loss as to what to do next
    </Quote>

    By [mailboxname] you mean the email address that you have provided for the queue record in CRM?
    Is the issue only with this queue record with this email address? You could try creating a new queue record, assign it some other email address BUT send the same email to this mailbox, i.e; send an email from the "Sender" of the original email to the new queue's email address.
    Saturday, May 7, 2011 9:41 AM

All replies

  • I take it you have reviewed the following link.

    http://support.microsoft.com/kb/921193

     

     

    Anything change in the CRM rights of the account?

    Look at the account object attributes in the LDAP database.

    See if there is anything external from the CRM config.   At this point it seems y ou have exhausted looking at the the mailbox settngs of the account.

    Perhaps the rules need to be reinstalled to the mailbox of account?

     

     


    Curtis J Spanburgh
    Tuesday, May 3, 2011 3:49 PM
    Moderator
  • I have reviewed the link and checked what it referred to.

    I can't find any changes to the network account, although it is not setup as a user in CRM, but neither are any of the other network users associated with the other queues.

    I'm not sure what you mean by "account object attributes in the LDAP database".  Are you referring to Exchange server or CRM?

    Are there rules that need to be setup in the mailbox account?  I didn't setup the initial queues.

    Thanks,

    CL

    Tuesday, May 3, 2011 7:25 PM
  • I've seen similar problems in the past and, finally, tracked it down to two users in AD having the same email address
    Wednesday, May 4, 2011 3:29 PM
  •  And those are account attributes.

     

    Remember that both machine accounts and user accounts are similar in the LDAP database.

    Thinking of your AD forest like NT 4.0 domain controllers keeps you from seeing the big picture.

     


    Curtis J Spanburgh
    Wednesday, May 4, 2011 6:15 PM
    Moderator
  • Really weird development....

    I can successfully create this queue on the test box, but not on the production server.  So it shouldn't be anything related to the mailbox or user.  I must be something on that box, but darned if I can find anything.

    I've deleted and recreated the queue under a different queue name and that didn't help.  Again, republished the new queue in the router and restarted the router service.  Still nothing.

     

     

     

    Thursday, May 5, 2011 8:01 PM
  • So router is able to connect to the queue's mailbox and validate that the recipients of the email are not found in CRM.

    Is the sender of the email a record in CRM?
    Is the only recipient the queue record?

    <Quote>
    I am getting many #35241 - The recipients for the email message with subject "" in mailbox [mailbox name] did not match any known records errors in the error log, but I've already verified the SMTP email address in the queue, as well as the setup on Exchange. I'm at a loss as to what to do next
    </Quote>

    By [mailboxname] you mean the email address that you have provided for the queue record in CRM?
    Is the issue only with this queue record with this email address? You could try creating a new queue record, assign it some other email address BUT send the same email to this mailbox, i.e; send an email from the "Sender" of the original email to the new queue's email address.
    Saturday, May 7, 2011 9:41 AM