How to Fix Dynamics 365 Email Not Sending Problem: Step-by-Step Guidance

Microsoft Dynamics 365 is an integrated, cloud-based business application platform that combines Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) into a single system. This uses advanced data analytics, machine learning, AI(artificial intelligence) to automate processes and provide insights for digital transformation. Microsoft launched Dynamics 365 in November 2016.

This replaced older systems like Dynamics CRM and Dynamics AX which evolved into finance and operation, Dynamics NAV (now Dynamics 365 Finance & Operations). Email functionality in Dynamics 365 plays a key role in customer communication, workflow automation, and activity tracking. In this blog, we will learn about why Dynamics 365 email is not sending, common reasons and how to fix it in detail.

How Email Works in Dynamics 365?

Email works in Dynamics 365 by integration with Outlook which is used to do such tasks like.

Email Integration Setup

Emails are sent using Server-Side Synchronization with Exchange or SMTP and are automatically saved in Dynamics 365 under the related record’s timeline. This connection allows Dynamics 365 to send emails from user mailboxes, receive incoming emails and monitor emails automatically or manually.

Sending Emails from Dynamics 365

Users can send emails in two main ways: From a record (like a Contact or Case) and From the activities area. When you send an email then it will look like a normal email to the recipient, saved automatically in D365 and appears under the related records timeline.

Receiving Emails in Dynamics 365

• When a customer sends an email then Dynamics 365 checks the mailbox.
• The system matches the email to an existing record (if possible).
• The email is saved as an activity.

Email Tracking

Dynamics 365 can track emails in two ways.

• Automatic Tracking: In this emails are saved automatically based on rules.
• Manual Tracking: Users choose which emails to track.

Email Templates

Users can create email templates to save time. It is used to create ready-made content, automatically fill customer details and keep messages consistent. This is very useful for follow-ups, confirmations and support responses.

Email Security and Permissions

It helps to secure your emails and not everyone can see every email. Dynamics 365 controls access using security roles, record ownership and sharing settings. This keeps sensitive information safe.

Some Common Reasons for Dynamics 365 email not sending

These are the common reasons for Dynamics 365 Email Not Sending which become the one of the reasons in a “Pending Send” range from configuration errors to security restrictions.

Mailbox and User Configuration Issues

• Mailbox Not Tested and Enabled: The user mailbox in Dynamics 365 must be configured, approved, and then have “Test & Enable” run successfully for both incoming and outgoing mail.
• Missing Approval: If using Exchange Online, a Global or Exchange Administrator must approve the email address of the mailbox record.
• Disabled User Account: The user sending the email is disabled in Dynamics 365.
• “Send As” Privilege Missing: The user does not have permission to send emails on behalf of another user, leading to a “User does not have send-as privilege” error.
• Invalid Email Address: The sender or recipient has an invalid, missing, or improperly formatted email address in their record.

Server-Side Synchronization & Profiles

• Incorrect Email Server Profile: The SMTP/POP3 settings in the Email Server Profile are misconfigured.
• Incorrect Authentication Credentials: The username or password in the mailbox record is incorrect or particularly if the using and dedicated SMTP provider rather than Exchange Online.
• Firewall/IP Restrictions: If using on-premises Exchange, firewalls may be blocking traffic from Dynamics 365 Online, requiring that you whitelist Microsoft IP ranges.
• Shared Mailbox Issues: Using a shared mailbox requires specific configuration, which cannot act as a direct sender without proper “Send As” permissions.

Workflow and System Issues

• Asynchronous Service Issues: The Asynchronous Processing Service might be hanging or stopped on the server (common in on-premise deployments).
• Workflow “Create” vs “Send”: A workflow might create an email record but fail to set it to “Pending Send” or fail to actually trigger the send command.
• Missing “Send As” for Automated Emails: Workflows running on behalf of a system user might fail if that user doesn’t have permissions to send on behalf of the record owner.

Security and External Factors

• Two-Factor Authentication (2FA/MFA): If the email account uses 2FA, the password used in the profile must be an “App Password”.
• Rate Limits and Throttling: Microsoft 365 may throttle traffic if a user sends too many emails too quickly (e.g., >10,000 recipients per day).
• Spam/Junk Filters: Emails are sent successfully by D365 but are blocked or quarantined by internal or external spam filters, particularly if SPF/DKIM/DMARC records are not configured properly.

How to Fix Dynamics 365 Email Not Sending Issue?

To fix the Dynamics 365 Email Not Sending Issue first of all check the Mailbox settings, verify the Email Server Profile for correct SMTP/POP settings (ports, authentication), check System Jobs for errors, and ensure the user has permissions and Outlook is configured if using the App for Outlook; also check for external domain issues and firewall rules.

Initial Checks & User Settings

• Approve & Test Mailbox: As a System Admin, go to the Settings > Email Configuration > Mailboxes, select the mailbox, and then use the “Approve Email”, “Test & Enable Mailbox” buttons.
• User Permissions: Confirm the user has the correct security roles and check if they’ve granted permission for others to send on their behalf in Personal Options (Gear Icon > Options > Email).
• Outlook App: If using the Dynamics 365 App for Outlook, make sure Outlook is open and the user’s settings are correct; check for registry keys if needed.

Server & Configuration

• Server Profile Settings: In the Email Server Profile, verify Incoming/Outgoing ports and authentication details; then check for blocked sign-in attempts in the email provider.
• System Jobs: Monitor Asynchronous System Jobs for failures, or check Mailbox Alerts for specific error details.
• Firewall/Network: If using Exchange on-premise, make sure your firewall allows communication from Dynamics 365 IP ranges.

Advanced Troubleshooting

• Exchange Service Health: Check the Exchange Online service health.
• Simple Emails: Test sending very simple emails without attachments or complex formatting.
• Tracing: Enable and analyze detailed tracing in Dynamics 365 for deeper insights.
• Microsoft Support: If issues persist, contact Microsoft Support for advanced diagnostics.

Conclusion

In conclusion, you will get to know about how to fix Dynamics 365 email not sending problems. In this blog, we mention how email functionality works and the most common reasons why emails fail to send. We also covered practical steps to diagnose and resolve Dynamics 365 email issues effectively. By following our step-by-step guidance, organizations can ensure reliable email communication and avoid common configuration pitfalls.