"The E-mail Router Configuration Manager was unable to retrieve user and queue information from the Microsoft Dynamics CRM server" error when you click Load Data in Dynamics CRM 2011

Applies to: Microsoft Dynamics CRM 2011

Symptoms


After you configure the Microsoft Dynamics CRM 2011 E-mail Router and you click Load Data in order to test CRM E-mail Router users, you receive an error message that resembles the following:
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 'https://dev.crm.dynamics.com/CrmOrgName' is correct. Additionally, this problem can occur if specified access credentials are insufficient. To try again, click Load Data. (An unsecured or incorrectly secured fault was received from the other party. See the inner FaultException for the fault code and detail.)

Cause


This issue can occur because of any of the following reasons:
  • The computer on which CRM 2011 E-mail Router is installed has an issue that affects the time, the date, or both. Specifically, Coordinated Universal Time (UTC) on the computer is incorrect by a few minutes.
  • The service account that is specified in the Deployment Profile of the CRM E-mail Router Configuration Manager is locked out in Active Directory.
  • The service account that is specified in the Deployment Profile of the CRM E-mail Router Configuration Manager has restrictive log on permissions within Active Directory.

Resolution


Resolution 1

Update the time and date to the correct local values and time zone on the computer upon which CRM 2011 E-mail Router is installed. To do this, follow these steps:
  1. Exit the CRM E-mail Router Configuration Wizard.
  2. Change the Operating System date and time by doing one of the following:

    Option 1 - Manually change the operating system time
    1. Click Start, click Control Panel, click Clock, Language, and Region, and then click Date and Time.
    2. Click Change Date and Time to change the date and time settings. Select the date (such as "1, Feb 2011") from the calendar, change the time, and then click OK.
    3. Select Change Time Zone, select your time zone, click Apply, and then click OK.
    Note These steps are for Windows 7 or Windows Server 2008 R2 operating systems. To change date and time in Windows XP, refer to the operating system Help manual.

    Option 2 - Configure the operating system time to synchronize with an Internet time server
    1. Click Start, click Control Panel, click Clock, Language, and Region, and then click Date and Time.
    2. Click the Internet Time tab, and then click Change Settings.
    3. Select the check box next to Synchronize with an Internet Time Server, select a time server, click Update Now, and then click OK.

    Option 3 - Synchronize time over the domain from a command prompt

    If the machine is a member of a domain, use a command prompt to synchronize the machine's time with the domain's time. To do this, follow these steps.

    Note Before performing these instructions, confirm that the time is correct on the time server. To do this, open a command prompt, type net time, and then press Enter.
    1. Open an elevated command prompt by clicking Start, clicking All Programs, clicking Accessories, right-clicking Command Prompt, and then selecting Run as Administrator.
    2. From the command prompt, run the following command:
      net time [{\\ComputerName | /domain[:DomainName] | /rtsdomain[:DomainName]}] [/set] 
    Note For more information on the net time command, refer to the following article in the Microsoft Knowledge Base:
    Option 4 - If the machine uses an NTP client to sync with an NTP server, force a synchronization of the NTP client.
  3. Open the CRM E-mail Router Configuration Wizard.
  4. Click the Users, Queues, and Forward Mailboxes tab.
  5. Click Load Data.
CRM user data will now load successfully.
Resolution 2
Unlock the account specified in the Deployment Profile of the CRM E-mail Router Configuration Manager. To do this, follow these steps:
  1. On a domain controller, start Active Directory Users and Computers.
  2. Locate the Active Directory account specified in the Deployment Profile, right-click it, and then select Properties.
  3. Right-click the user account, and then select Properties.
  4. Click the Account tab.
  5. Clear the Unlock account check box.
  6. Close the CRM E-mail Router Configuration Manager if it is still open.
  7. From the server on which CRM E-mail Router is installed, restart the Microsoft CRM Email Router service. To do this, click Start, click Run, type services.msc, and then click OK. Locate the "Microsoft CRM Email Router" service, right-click it, and then select Restart.
  8. Start the CRM E-mail Router Configuration Manager again.
  9. Click the Users, Queues, and Forward Mailboxes tab.
  10. Click Load Data.
The user information should now load successfully.
Resolution 3
Add the CRM and Active Directory Federation Services (AD FS) servers to the list of logon servers for the service account specified in the Deployment Profile. To do this, follow these steps:
  1. On a domain controller, start Active Directory Users and Computers.
  2. Locate the Active Directory account specified in the Deployment Profile, right-click it, and then select Properties.
  3. Click the Account tab.
  4. Click Log On To.
  5. If the This user can log on to setting is set to The following computers, make sure that the AD FS and CRM servers are specified in this list of computers. If they are not specified, add them to the list.
  6. Start the CRM E-mail Router Configuration Manager again.
  7. Click the Users, Queues, and Forward Mailboxes tab.
  8. Click Load Data.
The users information should now load successfully.