Customer Engagement & Dynamics CRM Forum

Emails Not Flowing Into Queues

  • 1.  Emails Not Flowing Into Queues

    Posted Nov 08, 2018 04:49 PM
    We have been having an issue with our e-mail queues over the past few months and have tried a number of solutions without success. I'm hoping someone else can provide some insight since I am at a loss at this point!

    We're running Dynamics CRM 2016 on premise v 8.1 (with all updates applied up to the 8.2 upgrade). We are using Office 365 Exchange Online (hybrid) with a server side sync with our CRM mailboxes.

    We have a number of e-mail inboxes tied to Queues in CRM; historically, a customer would send an e-mail to one of those e-mail addresses and a Queue Item would be added to CRM within the next few minutes.

    Ever since applying both the 8.1 updates as well as the Windows updates on the CRM server, e-mails sent to these addresses are not generating an associated Queue Item in our CRM automatically. The Queue Items WILL be created if an Admin click the "Test and Enable Mailboxes" button on the specific queue mailbox(es).

    We have tried rolling back the Windows updates; re-running the PowerShell commands; rebooting the async process server; and even re-creating the Server Profile in CRM.

    Anyone else have this issue?

    Meghan Deaver
    Surgent Professional Education
    Devon PA