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"The SMTP address has no mailbox associated with it" error when selecting Test Connection

This article provides a solution to an error that occurs when you select Test Connection on an email server profile record in Microsoft Dynamics 365.

Applies to:   Microsoft Dynamics 365
Original KB number:   3214326

Symptoms

When you test connection on an email server profile record in Dynamics 365, a "Test Failed" error occurs. The Failure Details section shows the following message:

The SMTP address has no mailbox associated with it.

Cause

This error can occur if the User Name field in the email server profile record is populated using the domain\username format instead of the UPN format (for example, contoso\user).

Resolution

Use the UPN format (for example, user@contoso.com) for the User Name field instead of the domain\username format in the Credentials section of the email server profile record.

If the user name is in the UPN format and you still receive this error, verify that the user has a mailbox and that the UPN value in the User Name field matches the email address for the user's mailbox in Exchange.

More information

The following is an example of the error message and additional information about the failure shown in the Failure Details section:

Request to Exchange::  
\<Trace Tag="EwsRequestHttpHeaders" Tid="534" Time="\<Date>">  
POST /EWS/Exchange.asmx HTTP/1.1  
Content-Type: text/xml; charset=utf-8  
Accept: text/xml  
User-Agent: ExchangeServicesClient/15.00.1076.004  
Accept-Encoding: gzip,deflate  

</Trace>
<Trace Tag="EwsRequest" Tid="534" Time="\<Date>" Version="15.00.1076.004">
  <?xml version="1.0" encoding="utf-8"?>
  <soap:Envelope xmlns:xsi="https://www.w3.org/2001/XMLSchema-instance" xmlns:m="https://schemas.microsoft.com/exchange/services/2006/messages" xmlns:t="https://schemas.microsoft.com/exchange/services/2006/types" xmlns:soap="https://schemas.xmlsoap.org/soap/envelope/">
    <soap:Header>
      <t:RequestServerVersion Version="Exchange2010" />
      <t:ExchangeImpersonation>
        <t:ConnectingSID>
          <t:SmtpAddress>domain\username</t:SmtpAddress>
        </t:ConnectingSID>
      </t:ExchangeImpersonation>
    </soap:Header>
    <soap:Body>
      <m:FindFolder Traversal="Shallow">
        <m:FolderShape>
          <t:BaseShape>AllProperties</t:BaseShape>
        </m:FolderShape>
        <m:IndexedPageFolderView MaxEntriesReturned="1" Offset="0" BasePoint="Beginning" />
        <m:ParentFolderIds>
          <t:DistinguishedFolderId Id="inbox" />
        </m:ParentFolderIds>
      </m:FindFolder>
    </soap:Body>
  </soap:Envelope>
</Trace>

Response from Exchange:  
\<Trace Tag="EwsResponseHttpHeaders" Tid="534" Time="2016-12-19 19:00:22Z">
HTTP/1.1 500 Internal Server Error  
...

</Trace>
<Trace Tag="EwsResponse" Tid="534" Time="2016-12-19 19:00:22Z" Version="15.00.1076.004">
  <?xml version="1.0" encoding="utf-8"?>
  <s:Envelope xmlns:s="https://schemas.xmlsoap.org/soap/envelope/">
    <s:Body>
      <s:Fault>
        <faultcode xmlns:a="https://schemas.microsoft.com/exchange/services/2006/types">a:ErrorNonExistentMailbox>
        <faultstring xml:lang="en-US">The SMTP address has no mailbox associated with it.</faultstring>
        <detail>
          <e:ResponseCode xmlns:e="https://schemas.microsoft.com/exchange/services/2006/errors">ErrorNonExistentMailbox>
          <e:Message xmlns:e="https://schemas.microsoft.com/exchange/services/2006/errors">The SMTP address has no mailbox associated with it.</e:Message>
          <t:MessageXml xmlns:t="https://schemas.microsoft.com/exchange/services/2006/types">
            <t:Value Name="SmtpAddress">domain\username</t:Value>
          </t:MessageXml>
        </detail>
      </s:Fault>
    </s:Body>
  </s:Envelope>
</Trace>