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  • 1.  CRM 2016 - Incoming email not entering in queue issue

    Posted Feb 26, 2020 02:25 PM


    We are using MS CRM 2016 on-premise with 5 tenants. We are facing Incoming email not entering in queues issue in one of the tenants from last 20 days. When we restart "Microsoft Dynamics CRM Asynchronous Service" on server, email start entering in queues.

    The issue is emails stop entering in queue multiple times a day and we are restarting service twice every day to fix this issue.

    The steps we have taken so far:

    1. Cancelled waiting workflows
    2. Run clean up scripts on all five databases to remove unwanted data from following tables
      1. WorkflowLogBase
      2. WorkflowWaitSubscriptionbase
      3. AsyncOperationBase
    3. Enable trace to get CRM Exception , but we are not able to pin point root cause of the issue

    We have 2 tenants where we are using server-side synchronization email configuration.

    • Tenant 1 is using email synchronization (2 queues enabled for both Incoming and outgoing emails)
    • Tenant 2 is using server-side synchronization for synchronizing Appointments only

    It will be helpful if I can get some information/suggestion to find the solution.

    Neha Marwaha
    Programmer Analyst
    Cineplex Inc.
    Toronto ON

  • 2.  RE: CRM 2016 - Incoming email not entering in queue issue

    Posted Feb 27, 2020 03:23 AM
    Hi There
    Not sure if the cause is the same but might be something to look at.
    I used to have a similar problem with the old email router and it was down to the number of messages in the inbox being over 2000.
    I had to write a program that ran every so often to check if an email had made it into CRM and if so move it into a sub folder.

    Paul Smith

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