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Undeliverable messages in Exchange mailbox RRS feed

  • Question

  •  

    Hello,

     

    We have a CRM3.0 installation with Exchange Server 2000 and the CRM Router.  The CRM Router is associated with an account named crmrouter and all our CRM users have the CRM rules applied. 

     

    Occasionally, a user will send a message using the Track Message option in the Outlook CRM toolbar.  When the recipient replies, I understand the following:

     

    1) The message arrives in the user's mailbox.

    2) The rules from the rule deployment wizard forwards the message to the crmrouter account.

    3) The router checks the mailbox and sends the messages to the CRM server.

    4) After this I am a bit fuzzy but I don't think it matters for this problem...

     

    The problem is that the user will receive the message in her inbox but the message was not tracked.  When we check the crmrouter mailbox we find the message in the undeliverable folder.  Why would a message arrive in this folder under these circumstances?  We also see the following error message:

     

    Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceException: Delivering message: Fwd: FW: Netmeeting tomorrow - follow up AX:01132450 in mailbox: crmrouter failed (System.Web.Services.Protocols.SoapException: Server was unable to process request.
       at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
       at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
       at Microsoft.Crm.Platform.Proxy.EmailWebService.DeliverIncoming(String messageId, String subject, String from, String to, String cc, String bcc, String submittedBy, String importance, String body, BusinessEntityCollection attachments)
       at Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceMessages.DeliverIncoming(ExchangeSinkServiceLogger logger, ExchangeSinkServiceMailbox mailbox, Message attachedMessage, Message envelopeMessage)). ---> System.Web.Services.Protocols.SoapException:
    Server was unable to process request.
       at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
       at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
       at Microsoft.Crm.Platform.Proxy.EmailWebService.DeliverIncoming(String messageId, String subject, String from, String to, String cc, String bcc, String submittedBy, String importance, String body, BusinessEntityCollection attachments)
       at Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceMessages.DeliverIncoming(ExchangeSinkServiceLogger logger, ExchangeSinkServiceMailbox mailbox, Message attachedMessage, Message envelopeMessage)
       --- End of inner exception stack trace ---
       at Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceMessages.DeliverIncoming(ExchangeSinkServiceLogger logger, ExchangeSinkServiceMailbox mailbox, Message attachedMessage, Message envelopeMessage)
       at Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceCore.ProcessMessage(Connection connection, ExchangeSinkServiceMailbox mailbox, Recordset recordSet)
       at Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceCore.ProcessMailbox(ExchangeSinkServiceMailbox mailbox)

     

    Any help you can provide would be greatly appreciated.

     

    Thank you.

     
    Monday, November 12, 2007 7:54 PM

Answers

  • Broadly, this can either be a problem with the email contents itself, or the router service. Can the user manual track the email in these circumstances, and is there anything unusual about the emails (embedded XML or HTML are a common problem) ?

    • Marked as answer by Jim Glass Jr Monday, May 4, 2009 6:05 PM
    Wednesday, November 14, 2007 8:21 PM
    Moderator

All replies

  • Broadly, this can either be a problem with the email contents itself, or the router service. Can the user manual track the email in these circumstances, and is there anything unusual about the emails (embedded XML or HTML are a common problem) ?

    • Marked as answer by Jim Glass Jr Monday, May 4, 2009 6:05 PM
    Wednesday, November 14, 2007 8:21 PM
    Moderator
  • There doesn't seem to be anything wrong with the content of the emails.  There is some html but nothing of the sort that has caused a problem in the past.  What type of problems could cause the router service to fail?  I don't fully understand why a mail ends up in the undeliverable folder of the router service account.

     

    - TIA

     

    Thursday, November 15, 2007 5:53 PM
  • Hi,

     

    I've got more information now.

     

    The error can occur when the user sends an email to someone else and selects the Track option.  Sometimes he will get a popup that says:

     

    An error occured promoting this item to Microsoft CRM.  The Microsof CRM server could not be contacted or the user has insufficient permissions to perform this action.  Do you want tos end the e-mail?

     

    The user selects yes and the email is sent.  He then goes to his sent items and tracks it manually. 

     

    On the receiving end, sometimes the recipient will receive a message (not necessarily one that did not initially track properly) and reply to an email.  I am speculating at this point that the message is received on my Exchange server which then forwards a copy using the CRM rules.  The router processes the message and something happens that makes the message go to the undeliverable folder of the CRM Router mailbox.  It is this that is driving us crazy.  Some of the things we have done is we changed the registry key "forcedelivery" which I believe forces the router to continually retry contacting the CRM server so that the message can be tracked.  Since doing this we have a lot less messages in the undeliverable box than we used to but now the ones in there cannot be tracked.  We have tried taking these messages and putting them into the inbox which usually forces the messages to be reprocessed but when we do this the messages just end up back in undeliverables.

     

    Do you think that there are any patches that can be installed?

     

    Friday, November 16, 2007 3:43 PM