Outgoing email configuration issues


Updated: November 28, 2016

Applies To: Dynamics CRM 2016, Dynamics CRM Online

This section provides troubleshooting guidelines and information about resolving issues that can occur during Email Router outgoing profile configuration.

To troubleshoot an Email Router outgoing configuration profile

  1. Make sure that you follow the outgoing configuration profile procedures in the Managing Configuration Profiles topics.

  2. For more information about how to configure an outgoing profile, see Configure the Email Router in this guide.

  3. See the following sections for information about how to resolve commonly encountered issues with outgoing configuration profiles.

If there is a problem with your outgoing e-mail configuration, you may receive the following error message when you click Test Access on the Email Router Configuration Manager:

"Outgoing status: Failure - An error occurred while checking the connection to e-mail server EXSERVERNAME. The requested address is not valid in its context"

To troubleshoot test access

  1. Run a telnet command to verify that connectivity is functioning between the computer that is running the Email Router and the Microsoft Exchange Server. For example, start the Telnet tool and type the following command:


  2. Make sure that you have no antivirus services running on the Exchange Server computer that prevent connection through port 25.

When you click Load Data in the Email Router Configuration Manager, you receive the following error:

The Email Router Configuration Manager was unable to retrieve user and queue information from the Microsoft Dynamics CRM server. This may indicate that the Microsoft Dynamics CRM server is busy. Verify that URL 'http://OrganizationName' is correct. Additionally, this problem can occur if the specified access credentials are insufficient. To try again, click Load Data. (The request failed with HTTP status 404: Not Found.)

To resolve this issue

  1. Make sure the user account that is running the Email Router service is a member of the Active Directory directory service PrivUserGroup security group.

  2. Make sure the account that is specified in the Access Credentials field on the General tab of the Email Router Configuration Profile dialog box is a Microsoft Dynamics CRM administrative user. If the access credentials are set to Local System Account, the computer account must be a member of the Active DirectoryPrivUserGroup security group.

  3. Make sure that the URL of the Microsoft Dynamics CRM deployment is spelled correctly. The OrganizationUniqueName part of the URL must be spelled exactly as it appears in the Microsoft Dynamics CRM server. To determine the OrganizationUniqueName, start the Microsoft Dynamics CRM web application as a user who has the System Customizer role.

  4. Go to Settings > Customizations.

  5. On the Customization page, click Developer Resources. The OrganizationUniqueName is displayed below the Organization Unique Name label. For more information, see Configure the Email Router.

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