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SYMPTOMS
E-mail messages are not being transferred back into Microsoft Dynamics CRM
through the Exchange Router. Additionally, on the computer that is running
Microsoft Exchange Server, the following error message is logged in the
Application log:
Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceException:
Verifying before delivery message: message_subject in mailbox: mailbox_folder
failed (System.Net.WebException: The request failed with HTTP status 401:
Unauthorized.
When you receive this error message, you may also experience a problem in which
an e-mail activity in not created for a reply to a Microsoft CRM e-mail message
that is sent from an internal Microsoft CRM user. This behavior occurs even
though the Set whether to exclude e-mail is tracked in Microsoft CRM option is
set to No.
Note When this option is set to No, you expect an e-mail activity to be created
in Microsoft CRM for the e-mail message that you sent. Then, another e-mail
activity is created in Microsoft CRM when you receive a reply to the e-mail
message from the internal Microsoft CRM user.
CAUSE
Cause 1
This problem occurs if one or more of the following conditions are true:
The user who is running the Microsoft CRM-Exchange E-mail Router Service is not
a domain administrator.
The Exchange server is not listed in the PrivUserGroup security group in Active
Directory directory service.
Cause 2
This problem occurs if the client ServerUrl registry key points to an incorrect
URL.
RESOLUTION
Resolution 1
To resolve this problem, use one of the following methods.
Method 1: Change the user who runs the Microsoft CRM-Exchange E-mail Router
Service
1. On the Exchange server, click Start, point to
Administrative Tools, and then click Services.
2. Right-click Microsoft CRM-Exchange E-mail Router Service,
and then click Properties.
3. On the Logon tab, click This Account. Then, enter the name
of a user who is a member of the Domain Admin group.
4. Click OK.
5. Restart the service.
Method 2: Add the domain administrator user account or the Exchange server
computer account to the PrivUserGroup security group in Active Directory
Note If you run the Microsoft CRM-Exchange E-mail Router Service as a domain
administrator, you must add this domain administrator user account to the
PrivUserGroup security group. If you run the service by using a local system
account, you must add the Exchange server computer account to the PrivUserGroup
security group.
1. On the computer on which Active Directory is installed,
click Start, point to Administrative Tools, and then click Active Directory
Users and Computers.
2. Expand your organization unit, right-click PrivUserGroup,
and then click Properties.
3. On the Members tab, click Add, and then enter the domain
administrator user account or the Exchange server computer account.
4. Click OK two times.
Resolution 2
To resolve this problem, follow these steps on the Exchange server on which the
e-mail router is installed:
1. Click Start, click Run, type regedit, and then click OK.
2. Locate and then click the following registry subkey:
HKEY_LOCAL_MACHINE/Software/Microsoft/MSCRM Email
3. Double-click the ServerUrl key.
4. Type the correct address in the following format:
http://server_name:port_number
5. Click OK.
6. Restart the Microsoft CRM-Exchange E-Mail Router Services
service.
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