CRM 2011 Email router Issue


Recently while publishing CRM 2011 email router on our CRM 2011 system we started seeing following error

#17174 – An error occurred while validating the e-mail message with subject “email subject” in mailbox “mailbox email”. Microsoft.Crm.Tools.Email.Providers.EmailException: E-mails for address “mailbox email”. in forward mailbox could not be processed as the e-mail address is not associated with any approved forward mailbox user or queue record in CRM.
at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.CheckForApprovedForwardMailboxUsersOrQueue(EmailMessage emailMessage)
at Microsoft.Crm.Tools.Email.Providers.ExchangePollingMailboxProvider.ValidateMessageInternal(EmailMessage emailMessage)
at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.ValidateMessage(EmailMessage emailMessage)
at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.Run()


Step 1 -> Log in to CRM system and go to Settings.

Step 2 -> click business management and then Queues.

Step 3 -> select view called “Queues: Primary Email (Pending Approval)” , this will return relevant queues for which email address is not approved yet

Step 4: select all of them and hit Approval email button , this should resolve this issue.

Hope this helps

MayankP 🙂


13 thoughts on “CRM 2011 Email router Issue

  1. Pingback: Did you know, Dynamics CRM & xRM #9 « North 52

  2. ThesirMacBes

    Hi all, I am facing the same problem, though my queues have approved email addresses. Googling the topic does not really help. If anyone has a solution or an idea …


    CRM2011 RU11.

  3. mayankp Post author

    after approving did you restarted the services? if yes and if issue persists please provide more information regarding the error for the same..

  4. Sylvain BESSE

    I did.
    What do you mean by “for the same” ? (even if I understand you need more precision, I’d like to know what this phrase means).


    1. mayankp Post author

      when I said “for the same”, my meaning was if issue is still present then provide me more information like screen print, actual error message or any other information related to the error…(so for this same issue provide me more information)

      apologies if you this was not clear at first sight..

      1. ThesirMacBes

        Correct ! So, here are the pieces of information.
        The configuration of the queue :
        The screenshot showing there are no email awaiting to be approved :
        And the error message (partly in French, sorry, this my mother language !) :
        Again, a big thanks for your time and help.

  5. mayankp Post author

    firstly, which roll up is installed in your CRM environment? please make sure you are on latest roll up.
    then after checking your error message and screen print (eventhough some parts in french which I did not understand), the screen print you provide for queue got email as but error message is pointing regarding
    so do you know which user/queue got this email address (, based on error it seems error is with this email ( and not the queue email address shown in screen print..
    this email might be of any user and that needs to be mark as approved..
    if error still persists I suggest enable email router logging ( refre section – Microsoft Dynamics CRM E-mail Router service on how to enable email router logging), this log will provide more information regarding this error ..
    hope this helps..

    1. Sylvain BESSE

      The installed packages are (if my memory’s good) : UR8, UR10, UR12 (I will check today).

      The problem with the error is that the email queue is actually meAT… is the email address of the sender (ie a customer for instance) which cannot be approved since it is not attached to any user or queue. But, in my opinion, it should not be checked, shouldn’t it ?

      1. mayankp Post author

        if you open releavant queue record and check option regarding Incoming Email, convert to email activities. this drop down should be set as “All email messages”, check if this option is set correctly..

  6. Sylvain BESSE

    Hi. Unfortunately, the queue is configured with “All Messages” option …
    A question : in my opinion, update rollups are cumulative. But are they ?

  7. mayankp Post author

    Yes, they cumulative but roll up 6 is kind of base roll up so you should install roll up 6 and then latest roll up..

    also please enable email router logging (refer section – Microsoft Dynamics CRM E-mail Router service on how to enable email router logging) and this will provide us more information to find root cause of this issue..


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