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

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This article provides a resolution for the issue that 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 2011, Exchange Server 2010 Enterprise, Exchange Server 2010 Standard, Microsoft Exchange Server 2003 Enterprise Edition, Microsoft Exchange Server 2003 Standard Edition
Original KB number:   921193

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 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. Sign in to the server that is running Exchange Server as a Domain administrator.
    2. Select Start, point to All Programs, point to Microsoft Exchange 2007 or Microsoft Exchange Server 2010, and then select Exchange Management Console.
    3. Expand Recipient Configuration, and then select Mailbox.
    4. Locate the mailbox that is being used as the queue mailbox.
    5. Right-click the mailbox, and then select 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. Sign in to the server that is running Exchange Server as a Domain administrator.
    2. Select Start, point to All Programs, point to Microsoft Exchange, and then select Active Directory Users and Computers.
    3. Locate the mailbox that is being used as the queue mailbox.
    4. Right-click the mailbox, and then select 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 2011.

    1. Sign in to Microsoft Dynamics CRM as a system administrator.
    2. Select Settings, select Business Management, and then select 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. Select 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.