IMPORTANT PLEASE HELP

Christopher Hart said:

Sugar have taken a week to reply to my case and given me nothing of use back yet and I have three clients with the exact same issue.

Christopher Hart - I am sorry that I don't have any suggestions to help with troubleshooting this, but I wanted to let you know that I found your case and have escalated it to our support team highlighting the urgency of this for you. I hope others here within SugarClub are able to provide some suggestions as well, but I wanted to let you know that our support team is aware and should be following up as soon as possible!

I have zero experience with Azure, but...

I have seen this in two cases with our on-site implementation:

1) when credentials are wrong and therefore Sugar can't talk to the mail-server (I was told at one point that seeing the folders is a better indicator of success than the actual "test connection")

2) when the mailbox exists but the Inbox and/or Trash folders were not defined on the mail server. I am not a sysadmin, but when this happens, I usually talk to my Email sysadmins and they solve this issue from their end by creating the folder.

Hope this helps in some way

FrancescaS

Hi Christopher Hart,

Were the group mail accounts set up as aliases/distribution lists or were they set up as an actual licensed user account? They need to be the latter to work for this purpose. We have clients successfully using this setup today, so my instinct is that the issue is on the mail server whether that is with the account type or some other setting.

Chris

Thank you so much, really appreciated

No, these were normal user accounts configured in 365 portal however they suddenly all started working the same time this morning,. There were some ostickets and thunderbird forums complaining about the exact same scenario and apparently this was realted somehow tio IPV6. We are trying to find a root  cause and I will update here once we know

Hi Christopher Hart ,

Were you able to identify the root cause of it? Or how you able to settle it?

Because I am facing exactly same issue with Clients account. I have tried with my own test account which is working fine but facing this issue with Client's account which is on Azure.

Thank you

Saad

Hi, this is from an internal article I wrote after fuguring out the issue

To send emails from CRM, you’ll first need to enable SMTP authentication for that email address in your Microsoft 365 admin center. Otherwise, Microsoft 365 will block requests to the SMTP server.

To get started
1. Open the Active users tab in your Microsoft 365 admin center. 

2. Click here to open the right page or expand the hamburger icon in the top-left corner of the admin center and go to Users - Active users.

3. Click on the email account that you want to use to send email which will expand a slide-out with more options.

4. In the slide-out, go to the Mail tab. 

5. Click the Manage email apps option.

6. Check the box for Authenticated SMTP in the list of options.

7. Click the Save changes button at the bottom.

And that’s it! You’re done working in the Microsoft 365 admin center – you can now configure the system emails settings from CRM.