When incoming email gets rejected, check if you have records in mail-enabled entities (contacts, accounts, queues, and system users OOB) using the same email address.
I’ve done this today
- Set up a hybrid server-side sync for a customer. (There are some gaps in the docs, this is a recommended reading companion.)
- Add a support queue and a mailbox for email@example.com
- Set Convert Incoming Email to Activities to “All email messages”
- Approve email
- Test & enable mailbox. Inbound – success, outbound – success)
- Test it myself: outbound email works like a charm, inbound email gets delivered to the support mailbox but not to the queue. Er?
So I’ve done a bit more:
- Permissions – all good – I’m admin
- Workflows – none
Time to troubleshoot:
- Open Settings > Email Configuration > Server-Side Synchronization Monitoring – Mailbox Errors trace shows up lots of error code 29 entries – “incoming email rejected”. I can see that – you’re NOT helping, error log!
- Boogle the problem. Yep, people reported it here, here, here, and here, and here. No definite resolution.
- All hail on-premises – enable tracing.
ErrorCode: -2147218683, InnerException: Microsoft.Crm.CrmException: At least one system user or queue in the organization must be a recipient
at Microsoft.Crm.Common.ObjectModel.EmailService.FindBestOwner(AddressManager addressManager, TrackingInfo trackingInfo, AddressEntry allResolvedAddressEntries, String traceSubject, Int32& ownerObjectTypeCode, ExecutionContext context)
Now, that is interesting, because, even with the glasses on (not that I need any just yet), I can see the queue with the firstname.lastname@example.org email address. Read forum entries a bit more closely. That one has couple people reporting the issue caused by inactive queue having the same email address.
But I don’t have any other queues? Wait a minute! What about other records? I’ll be damned, there is a contact email@example.com created at around the same time as I was tinkering with the mailbox. Delete the contact, test again – everything works!
I’m the owner of the mailbox so my personal email setting will apply
When mailbox is tested, system will send email to firstname.lastname@example.org from, you guessed it, email@example.com. Mailbox is not approved yet so the sender is not known, the system goes ahead and creates a contact, according to my settings.
Then the system decides to resolve the recipient, and finds two addresses. Wouldn’t be a problem but there is a new organization-level setting that allows unresolved recipients:
With the recipient unresolved, CRM throws an exception (see above).
This is just a theory, of course, but the problem is real and resolution is real – check for duplicate emails in mail-enabled entities in your organization, and make sure to check the inactive records too.