679 Saturday, May 21, 2016 |
Shruti Roy
Dynamics CRM Consultant at Pwc

Email Router Demystified in MS CRM Part -2

Troubleshooting Outgoing email issues

To do this, we need to reference the mail flow diagrams shown in the Explanation post previously.  We’ll first cover the Outgoing portion of the Email Router.

Troubleshooting Outgoing email issues is the not a difficult part of the Email Router to troubleshoot.  The reason is that there are only two different configuration options, SMTP or Exchange Online.  Realistically, you troubleshoot these the same way.  Obviously we have some restrictions during the troubleshooting steps when working with Exchange Online but these should be pretty obvious.  Let’s go ahead and get into troubleshooting at this point.

 

The first thing to know about troubleshooting the Email Router is to remember the traffic flow.  This was shown in the second post of this series but I have included it here as well:

 

Each step represents a potential break point.  The key to troubleshooting is to understand where the error occurs and what the error is telling you.  So how can we determine where the issue lies?

 

The first step to this is to understand, what’s the state of the email within CRM?  There are three status the email can be when in CRM. 

  1. Pending Send
  2. Sending
  3. Sent

What’s an easy way of understanding what emails are in which state?  The typical recommendation I have made to our customers is to use Advanced Find on the E-mail Messages entity.  When building your Advanced Find, you will want to ensure you have, at minimum, the following columns: Subject, From, To, Status Reason, No of Delivery Attempts.

Note: The one thing I want to ensure is pointed out is the last column of No. Of Delivery Attempts.  This tells us how many times the Email Router has tried to send the email.  Anytime it goes from Pending Send to Sending, it increments this attempt by 1.  We delay sending emails that have higher Delivery Attempt counts.

Each of the email statuses signify a different step within the mail flow diagram above.  Let’s review each of these now:

  1. Pending Send: Pending Send means that the email router has not processed this email message yet or there was an error when it did process it and put it back into a pending send status to try to send it again at a different time.  The key to knowing how to differentiate these is to look at the Advanced Find.
     
    One Pending email with the Subject of “Failing Email” shows that the router has tried sending the email five times and it’s still unable to do so since the Status Reason is still Pending Send.  This tells me that there is an issue between the Email Router and the Outgoing service (SMTP or Exchange Online).  The email router was able to retrieve the message from the CRM server, validated the user information within CRM, and submitted it to the Outgoing service to be delivered.   For some reason, the outgoing attempt failed for this email and I can review the Event Viewer Application Logs for more information.   The other email in a Pending Send state, shows the delivery attempts as 0.  This means the router has not yet picked up this email for processing.  This could be due to quite a few reasons. 
    1. The User’s profile does not list E-mail Router in the Email Access Configuration for Outgoing:
    2. The user is not listed in the Email Router Configuration Manager after clicking on Load Data:

      This could be due to the Email Access Configuration for the user not set to Email Router for Outgoing or the user’s email address has not been approved.
    3. The user does have Email Access Configuration set to Outgoing and is in the Email Router Configuration Manager but the user’s GUID <UserId> is not present in the Microsoft.Crm.Tools.EmailAgent.xml file:

      In this case, the user’s GUID is B8DD579B-501D-E211-AA2E-00155D51F43.  The reason could be that after the user’s settings were changed to Email Router (Email Access Configuration) no one went back in the Email Router Configuration Manager and clicked on Load Data and Publish.
    4. The user’s Personal Options do not allow the Email Router to do processing on their behalf.

      CRM 2011:

      CRM 2013:

      The setting for “Allow other Microsoft Dynamics CRM users to send e-mail on your behalf” is needed for those that generate emails and change the from field to use your account.  

      The setting “Allow E-mail Router to use my credentials to send and receive e-mail on my behalf” is required when the Outgoing profile within the Email Router Configuration Manager is set to User Specified for Access Credentials.
  2. Sending: Sending means the Email Router is currently processing the message.  It has already accepted it from CRM and is currently waiting for the Outgoing service to accept the message.  A failure here would send the email back into a Pending Send status and then Delivery Attempts would have been incremented.  If the issue is occurring at this step, then you are going to need to use some additional tools suggested below in the “Outgoing Protocols” section.
  3. Sent: This means that the Outgoing service has accepted the email for delivery and now it is up to the Email service to get the email to the To and CC addresses. 

Outgoing Protocols

We also need to understand the protocols being used for the Outgoing profile.  Each scenario dictates different types of tools and troubleshooting:

SMTP:

The main troubleshooting tool we will use for troubleshooting SMTP issues is some sort of network sniffer such as Microsoft Network Monitor (NetMon) or WireShark.  Being the company man that I am, let’s take a look at what NetMon will show us. 

 

By adding a Filter of “ProtocolName == “SMTP”, I can easily see all of the SMTP traffic.  Now the error the
problem email is the following:

 

Looking through the traffic, I can see that the Exchange server, for “some reason” is throwing Reset packets:

 

By looking at the NetMon traffic, I knew the issue was coming from the Exchange server and there must be some sort of configuration problem on that particular server.  If the issue was intermittent, maybe it was one of the servers in the environment having problems.  After doing further troubleshooting, it was found that, the firewall on the Exchange server was blocking the traffic from the CRM server. 

Exchange Online:

Exchange Online is using Exchange Web Services (EWS) to send emails.  In this case, we can use Fiddler to see what the response coming back to CRM is.

Additionally, we can use a tool called EWSEditor found on CodePlex.  EWSEditor allows us to emulate the same requests as what is being done by the Email Router.  In the screenshot above, you can see that CRM is making an EWS call to GetFolder.  You’ll notice that the Email Router is going to use the schema version for Exchange 2007 SP1, just a tip when using EWS Editor.  We’ll get into the actual usage in a tools post here.

The next part of this post is to cover Troubleshooting Incoming email issues.

What Areas where we can write JavaScript?

We can use JavaScript to perform actions in form scripts, ribbon commands and web resources.

Microsoft Dynamics CRM Online 2015 Update 1 - CRM for Phone New Features

Microsoft Dynamics CRM: Entering a Case

How Active Directory Authentication Works?

A request to authenticate a user is sent from Microsoft Dynamics CRM or a custom application to Active Directory. The WCF stack manages the authentication process for Microsoft Dynamics CRM SDK API calls from an application, whereas Internet Information Services (IIS) manages authentication for a Web application.

Competitors : Create a Competitor

To create a Competitor record, follow these steps:

  • On the Navigation Bar, click Sales and click Competitors.
  • In the Command Bar, click New.
  • In the General section of the form, enter the following information as appropriate and observe any noted restrictions or requirements as needed:
    • Name: 
    • Website
    • Currency 
    • Ticker Symbol
    • Reported Revenue

How to Share a View in Dynamics CRM 2011

Learn how to share a view in Microsoft Dynamics CRM 2011 and Microsoft Dynamics CRM Online.

Retrieve a Record In Microsoft Dynamics CRM Using Early Bound

Retrieve Method

To retrieve a single record use IOrganizationService.Retrieve(String, Guid, ColumnSetmethod.

Parameters

Name Type Comment
entityName String Logical name of entity
id Guid Guid of record to retrieve 
columnSet Microsoft.Xrm.Sdk.Query.ColumnSet Columns to retrieve 

Output

Microsoft.Xrm.Sdk.Entity

This method is implemented by OrganizationService class and OrganizationServiceContext generated in previous chapter.

Using Early Bound

All classes in early-bound entity classes (generated in earlier chapter) has a EntityLogicalName property which returns logical name of entity. 

Account.EntityLogicalName

Use this as first parameter in IOrganizationService.Retrieve method. Using Entity.EntityLogicalName avoids any typo error in entity logical name. 

IOrganizationService.Retrieve method returns single Entity record and can be casted to respective strongly type class to have intellisense in Visual Studio.

(Account)_service.Retrieve(Account.EntityLogicalName, _accountId, new ColumnSet(true));

Following example demonstrates how to retrieve a account record in Microsoft Dynamics CRM using Early Bound

C#

using Microsoft.Xrm.Client.Services;
using Microsoft.Xrm.Sdk;
using Microsoft.Xrm.Sdk.Query;
using System;

namespace Msxrmtools
{
class Program
{
static void Main(string[] args)
{
//"connection" = connection string name from config file"
IOrganizationService _service = new OrganizationService("connection");

//assumed guid of existing account record
Guid _accountId = new Guid("9ec0b0ec-d6c3-4b8d-bd75-435723b49f84");

Account account = (Account)_service.Retrieve(Account.EntityLogicalName, _accountId, new ColumnSet(true));

Console.Write(account.Name);
Console.Write(account.Revenue);
}
}
}

Top Companies to Work For in 2016

[Job] - L&T : Microsoft Dynamics CRM Sr. Developer, United States

Company: L & T Infotech

Location: Farmington, CT, United States

Job Code: 14400
Title: Microsoft Dynamics CRM Sr. Developer
Location: Farmington, CT, United States


Description:

Language Required

  • Spanish & English or
  • Portuguese & English Or
  • Spanish, Portuguese & English

Skills

1.Education – B.E., B. Tech, MCA, Around 5 to 8 yrs or more years of relevant experience.
2.Certified professional (Configurations, customizations and Extensions) and having experience in
Installation (considering accessing via Microsoft Outlook and Mobile), customizations in On-Premise, Online model (considering best practices within Microsoft Dynamics CRM), and customization of reports in On-Premise and Online model. {Experience in Online model a must}


1.Experience in Integration with third party applications.
2.Working knowledge of Microsoft SQL Database, Windows Server Operating System, Active Directory and Active Directory Federation Services.
3.Experience in SSIS (SQL Server Integration Services) and aware of sizing of hardware and software would be an added advantage
4.Project Lead experience
5.Understanding of standard available sales, marketing and service module functional flows
6.Experience in developing reports in SSRS (SQL Server Reporting Services), xml based reports a must
7.Awareness and working experience of various technologies like HTML, CSS, SOAP, REST, Silverlight, Angular JS

Required Experience (Same as Relevant Experience)

1.5 to 8 yrs or more years of MS CRM Sr. Developer / Technical experience

Job Responsibilities

1.Technical consultant with MS CRM background, having worked on the MS CRM product extensively and done 4 - 6 end to end implementations.
2.Worked on CRM 2013 version onwards until latest version.
3.Also having done projects on premise and cloud, support, upgrade and migrations.
4.Aware of mobility in MS CRM CRM and access of MS CRM via Outlook - Online and Offline.
5.Knows the MS Sure Step methodology well; able to articulate and understand the pain points of customer.
6.Design the solution, configure and customize to address the pain points and deliver it is one of the key responsibilities.
7.Design, develop solutions, identify bugs and resolve the issues/bugs.
8.Preparation of technical related documentations.
9.Should be customer facing with excellent analytical and communication skills.
10.Lead a team of resources, allocation and estimation of tasks.
11.Troubleshooting any issues.

Key Skills: Microsoft Dynamics CRM Sr. Developer
Education Qualification: Associate Degree

Customization Toolkit Overview - Microsoft Dynamics CRM 2011

This video is an overview of how to customize Dynamics CRM 2011. The video goes through a design scenario that demonstrates how to configure the forms, fields, views, charts and dashboards.