The Microsoft Dynamics CRM E-mail Router does not create the e-mail messages in a Microsoft Dynamics CRM queue

Applies to: Microsoft Dynamics CRM 2011Dynamics CRM 4.0Exchange Server 2010 Enterprise More

Symptoms


When e-mail messages for Microsoft Dynamics CRM are received, the Microsoft Dynamics CRM E-mail Router does not create the e-mail messages in a Microsoft Dynamics CRM queue.

Additionally, a Warning event that resembles the following is logged in the event log of the server that is running the Microsoft Dynamics CRM E-mail Router:

Cause


This problem occurs when the e-mail address of the queue does not match the mailbox's SMTP primary address.

Resolution


To resolve this problem, change the e-mail address of the queue to match the mailbox's SMTP primary address. To do this, follow these steps:
  1. Determine the mailbox's SMTP primary address.

    To do this in Microsoft Exchange Server 2007 or Microsoft Exchange Server 2010, follow these steps:
    1. Log on to the server that is running Exchange Server as a Domain administrator.
    2. Click Start, point to All Programs, point to Microsoft Exchange 2007 or Microsoft Exchange Server 2010, and then click Exchange Management Console.
    3. Expand Recipient Configuration, and then click Mailbox.
    4. Locate the mailbox that is being used as the queue mailbox.
    5. Right-click the mailbox, and then click Properties.
    6. On the E-mail Addresses tab, note the SMTP Address (in bold).
    To do this in Microsoft Exchange Server 2003, follow these steps:
    1. Log on to the server that is running Exchange Server as a Domain administrator.
    2. Click Start, point to All Programs, point to Microsoft Exchange, and then click Active Directory Users and Computers.
    3. Locate the mailbox that is being used as the queue mailbox.
    4. Right-click the mailbox, and then click Properties.
    5. On the E-mail Addresses tab, note the SMTP Address (in bold).
  2. Change the email address of the queue in Microsoft Dynamics CRM.

    To do this in Microsoft Dynamics CRM 4.0, follow these steps:

    1. Log on to Microsoft Dynamics CRM as a system administrator.


    2. Click Settings, click Business Management, and then click Queues.


    3. Open the Microsoft Dynamics CRM queue.


    4. In the E-mail box, change the email address to the email address that you determined in step 1.


    To do this in Microsoft Dynamics CRM 2011, follow these steps:


    1. Log on to Microsoft Dynamics CRM as a system administrator.


    2. Click Settings, click Business Management, and then click Queues.


    3. Open the Microsoft Dynamics CRM queue.


    4. In the E-mail box, change the email address to the email address that you determined in step 1.

    5. Click the Approve E-mail button on the toolbar. This step only has to be done if your System Settings are set to Process e-mails only for approved queues.