Hi All,

I am facing a typical CRM issue that our emails with CRM token with them are
not directly reaching inside CRM, but when in outlook we click track in CRM
it does. I have read and searched the newsgroup and found many answers &
solutions to this issue and have tried them all (the ones i found) but still
no success. following is what i have already done:

(*) installed the router
(*) installed and run the deployment wizard for the forwarding rule in users
mailboxes.
(*) have entered the CRMEmailEnabled attribute to the users exchange advance
custom attributes.
(*) the users setup in AD and exchange setup is all okay and was working
before the CRM was setup.
(*) the settings available in user preferences regarding email tracking are
also marked to recv emails in CRM.

as a user (the admin user) i am sending emails to dummy leads that i have
created with google email accounts. i can see the token in the subject line
and when i reply back i get them in my outlook and not in CRM, but when i
press Track in CRM it does gets into the CRM.

my questions are:

(*) is there anything else to do with CRM setting or AD setting or Exchange
setting ?
(*) I read somewhere in the newsgroup that if the token prefix is changed
from the Organization settings then this tracking issue arrises and to solve
this i need to isntall the patch, could this be the problem as our prefix
has changed by the boss !.
(*) how can i trace where the problem is ?

Regards
Ashfaq Ali
CRM & GP Consultant

First of all, make sure that emails are forwarded to crm's mailbox. You could
try to monitor exchange's mailboxes with the exchange admin.

Then, check the application event log within the event viewer to see if
Exchange email router is reporting problems.

I've had a similar issue with email, in my case the problem was the email
directions of the users. I had the email directions with a "local" domain
(user@mycompany.com.local) but emails was sent to a "public" one
(user@mycompany.com). So, the exchange router didn't promote the emails
because it didn't find any user in the crm with the email direction of the
messages.

Regards
--
Marco Amoedo
Plain Concepts
http://geeks.ms/blogs/marco/


"Ashfaq Ali" escribió:

Hi Marco,

Thanks for the reply,
I think this is the same issue that my client might have since they also
have abc.local and abc.com domain in their setup. i am not an exchange guy
so can you please elaborate on this "direction" thing, also please tell me
what steps u took to solve the issue.

Thanks in advance
Regards
Ashfaq Ali

"Marco Amoedo" <MarcoAmoedo@discussions.microsoft.com> wrote in message
news:ABBEC1F4-0FE6-4212-8953-2D86B0E2047C@microsoft.com...

You only have to change the domain of user's email address at crm from
user@domain.local to user@domain.com.

Sorry for use the word direction. I wanted to say email address, no email
direction.

--
Marco Amoedo
Plain Concepts
http://geeks.ms/blogs/marco/


"Ashfaq Ali" escribió:

Hi everyone,
based on what Marco suggested i checked the following:

(1) Mailbox of the CRM Router profile...... and i can see the emails getting
into the mailbox from all users (CRM users).
(2) I checked event viewer for any CRM router errors......... and found the
following error with stack print that was geenrating every minute for every
email:

Microsoft.Crm.Tools.ExchangeConnectorService.Excha ngeSinkServiceException:
Verifying before delivery message: Re: crm tracking E-BIZ:00001000005 in
mailbox: crmsupport failed (System.Net.WebException: The request failed with
HTTP status 401: Unauthorized.
at
System.Web.Services.Protocols.SoapHttpClientProtoc ol.ReadResponse(SoapClientMessage
message, WebResponse response, Stream responseStream, Boolean asyncCall)
at System.Web.Services.Protocols.SoapHttpClientProtoc ol.Invoke(String
methodName, Object[] parameters)
at Microsoft.Crm.Platform.Proxy.EmailWebService.Check Incoming(String
messageId, String subject, String from, String to, String cc, String bcc,
Int32& reasonCode)
at
Microsoft.Crm.Tools.ExchangeConnectorService.Excha ngeSinkServiceMessages.CheckIncoming(ExchangeSinkS erviceLogger
logger, ExchangeSinkServiceMailbox mailbox, Message message)). --->
System.Net.WebException: The request failed with HTTP status 401:
Unauthorized.
at
System.Web.Services.Protocols.SoapHttpClientProtoc ol.ReadResponse(SoapClientMessage
message, WebResponse response, Stream responseStream, Boolean asyncCall)
at System.Web.Services.Protocols.SoapHttpClientProtoc ol.Invoke(String
methodName, Object[] parameters)
at Microsoft.Crm.Platform.Proxy.EmailWebService.Check Incoming(String
messageId, String subject, String from, String to, String cc, String bcc,
Int32& reasonCode)
at
Microsoft.Crm.Tools.ExchangeConnectorService.Excha ngeSinkServiceMessages.CheckIncoming(ExchangeSinkS erviceLogger
logger, ExchangeSinkServiceMailbox mailbox, Message message)
--- End of inner exception stack trace ---
at
Microsoft.Crm.Tools.ExchangeConnectorService.Excha ngeSinkServiceMessages.CheckIncoming(ExchangeSinkS erviceLogger
logger, ExchangeSinkServiceMailbox mailbox, Message message)
at
Microsoft.Crm.Tools.ExchangeConnectorService.Excha ngeSinkServiceCore.ProcessMessage(Connection
connection, ExchangeSinkServiceMailbox mailbox, Recordset recordSet)
at
Microsoft.Crm.Tools.ExchangeConnectorService.Excha ngeSinkServiceCore.ProcessMailbox(ExchangeSinkServ iceMailbox
mailbox)
For more information, see Help and Support Center at
http://go.microsoft.com/fwlink/events.asp.



on the first line it says HTTP status 401: unauthorized... i think this is
the real issue... but cant figure out what to look for and where and how to
resolve it...
can anyone help here ?
Regards
Ashfaq Ali



"Marco Amoedo" <MarcoAmoedo@discussions.microsoft.com> wrote in message
news:39B41014-7149-4959-869B-D0223728A774@microsoft.com...

It looks like a more complicated issue. Can you give me more information
about your configuration? Are all the components in on server?

Also, take a look to this two KB articles.

http://support.microsoft.com/kb/908390/en-us
http://support.microsoft.com/kb/910242/en-us

--
Marco Amoedo
Plain Concepts
http://geeks.ms/blogs/marco/


"Ashfaq Ali" escribió:

Hello Marco,

I have gone through these articles but they are not exactly what i am facing
here, they are more like the scenario u had in ur configuration where the
Router could not match the recipients in the CRM system. my one is more
like an IIS credential authentication issue (as far as i can think of),
following are our configuration for CRM:

(*) Machine-1: Hosts the domain controler and the Exchange (with router).
This was precofigured before we setup the CRM 3.0
(*) Machine-2: CRM 3.0 & SQL 2K. this was a clean setup specially for CRM
with only CRM database on SQL.
(*) The CRM Router service is running with credentials of Local network.
(*) Both machines are on same network and same domain.
(*) There are no other domains, child domains or forests in the
organisation.
(*) Also the domain name is same at all places like, Exchange setup, SMTP
server name and user email addresses inside CRM as well as outlook. So as
mentioned before by you there is no confilcting abc.local and abc.com issue
here. however i have seen that the domain name in front of machines names is
abc.local, can this be an issue ?
(*) I have checked the deployment rule in all user mailboxes.
(*) Also i can see emails forwarded to the CRMSupport (The router) mailbox.
and after few minutes they are sent to another (undelivered) folder and
removed from inbox.

anything else that can help understand the problem ? are their any special
setup for rights and permisions on IIS folders or web services ?

Regards & Thanks for ur support
Ashfaq Ali

"Marco Amoedo" <MarcoAmoedo@discussions.microsoft.com> wrote in message
news:9FD9E180-A2A8-4244-81DB-C4AC5E9BBDC9@microsoft.com...

Hi,

does anyone has any ideas about this issue ??
or anyone ever had this issue with them ?
I really need some suggestions here.

Regards
Ashfaq Ali

"Ashfaq Ali" <ashfaq@cyberdude.com> wrote in message
news:OvrJzHGkGHA.1276@TK2MSFTNGP03.phx.gbl...