Load User, Queue, and Forward Mailbox Data (On Premises)


Updated: November 28, 2016

Applies To: Dynamics CRM 2016, Dynamics CRM Online


This Help topic applies only to users of the on-premises deployment of Microsoft Dynamics CRM. To find comparable information that applies to Microsoft Dynamics CRM Online, see Load User, Queue, and Forward Mailbox Data (Online).

The procedure in this section describes how to display data about Microsoft Dynamics CRM users, queues, and forward mailboxes for the purposes of testing and configuring aspects of Email Router functionality. After you load this data by clicking Load Data, the Email Router Configuration Manager connects to Microsoft Dynamics CRM and displays a list of users and queues.

To appear in the list, each user or queue must have the following configuration settings on the Mailbox or Queue form in the Microsoft Dynamics CRM application:

  • Server-Side Synchronization or Email Router selected as either incoming or outgoing email delivery, or both incoming and outgoing email delivery. By default, Microsoft Dynamics CRM users do not have the this option configured for the user settings.

  • A valid email address.

  • Email approval.


    The primary email address of the user record must be approved by a system administrator. Users with the system administrator security role can approve an email address by clicking Approve Email on the user’s Mailbox form in the Microsoft Dynamics CRM application.

After you have set the configuration profiles and deployments that you want, you can load users, queues, and forward-mailbox information from the Microsoft Dynamics CRM Server.

Load users, queues, and forward-mailbox information

  1. On the Users, Queues, and Forward Mailboxes tab, select the deployment that you want, and then click Load Data. The Microsoft Dynamics CRM user and queue information appears in the list.

  2. From the list, you can select an individual user that you want to modify or disable, or you can test access for all items.

To view forward mailbox information, click the Forward Mailboxes tab.

If the Email Router Configuration Manager cannot load data, verify the following:

  • The URL for the selected deployment is in the form http://myCRMServer:5555/OrganizationUniqueName, where CRMServer:5555 is the name of the computer where Microsoft Dynamics CRM Server is running and port number, and OrganizationUniqueName is the name of the organization that the deployment is connecting to. For more information about determining the OrganizationUniqueName, see Create or modify a Deployment (On-premises).

  • When you specify the access credentials for an on-premises deployment of Microsoft Dynamics CRM, the credentials must be in the form Domain\UserName, where Domain is the name of the domain, and UserName is the name of the user account that has the appropriate permissions.

  • If at least one user or queue is configured to use a user-specified configuration profile, the computer on which the Email Router runs must be a member of the PrivUserGroup security group in Active Directory. (This computer will already be in the PrivUserGroup security group if you specified the Email Router computer during Microsoft Dynamics CRM Server Setup.)


    After you add the Email Router computer to the PrivUserGroup security group, you might have to wait for a period of time before the Email Router Configuration Manager can load data. If data loading still fails, you might need to reset the IIS services on the Web server on which the Microsoft Dynamics CRM web application is installed. To do this, as an administrator on the Web server, click Start, click Run, type iisreset in the Open box, and then click OK.


    When you restart the IIS services, all sessions connected to your Web server (including Internet, FTP, SMTP, and NNTP) are dropped. Any data held in Web applications is lost. All Internet sites are unavailable until Internet services are restarted. For this reason, you should avoid restarting or stopping your server if possible.

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