Revised 11/21/2025

 

Troubleshooting Emails Sent from Microsoft Dynamics 365 CRM in akoyaGO
 

This article provides step-by-step guidance for resolving issues when emails sent from Microsoft Dynamics 365 CRM within akoyaGO fail to send, remain in a pending state, or are not received by recipients.

- Email shows Pending Send status in akoyaGO.
- Email shows Failed status.
- Recipient reports not receiving the email.
- Email activity appears in akoyaGO but not in Outlook or Exchange.
 

• Check email status in akoyaGO (Pending Send, Sent, Failed).
• Verify mailbox configuration and run Test & Enable Mailbox if needed.
• Confirm Server-Side Synchronization or integration settings.
• Ensure you have Send Email permissions in akoyaGO.
• Verify your email address is approved.
• Validate recipient email addresses.
• Review Error Details for failed emails.
• Resend the email after fixing issues.

Step 1: Check Email Status in akoyaGO

• Log in to akoyaGO.
• Navigate to Activities or Email records.
• Locate the email in question.
• Review the Status Reason: Pending Send, Sent, or Failed.

Step 2: Verify Mailbox Configuration

• In akoyaGO, go to Settings > Email Configuration > Mailboxes.
• Locate your mailbox and open it.
• Confirm Incoming Email Status = Success and Outgoing Email Status = Success.
• If either shows Failure, click Test & Enable Mailbox.
• Reference: https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/manage-email-settings

 

Step 3: Confirm Email Synchronization Method

• akoyaGO uses Server-Side Synchronization for most environments.
• Go to Settings > Email Configuration > Email Server Profiles and ensure the profile is active and connected.
• If your organization uses a custom integration, contact akoyaGO Support.
• Reference: https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/mailbox-location-not-determined

Step 5: Verify there are no errors Server-Side Synchronization

• Got to Advanced Settings > Email Configuration > Server-Side Synchronization Item Level Monitoring

 

• Verify there are no errors under Server-Side Synchronization Failures (Outgoing subgrid) and Server-Side Synchronization Monitoring views.

 

Step 4: Check User Permissions

• Go to Settings > Security > Users.
• Confirm your security role includes Send Email privileges
• Reference: https://learn.microsoft.com/en-us/power-platform/admin/security-roles-privileges

 

Step 5: Verify Your Email Address

• Open your User Record in akoyaGO.
• Confirm your email address is correct and approved.
• If it says Not Approved, click Approve Email (may require admin approval).
• Reference: https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/mailbox-requires-approval

 

Step 6: Validate Recipient Addresses

• Ensure recipient email addresses are valid.
• Check if the recipient’s domain is blocked by your organization or akoyaGO’s email settings.

Step 7: Review Error Details

• If the email shows Failed, open the email record and check the Error Details field.
• Common akoyaGO-specific errors: SMTP Authentication Failed → Contact IT; Invalid Email Address → Correct and resend.
• Reference: https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/mailboxdisabled-error

 

Step 8: Resend the Email

• Open the email record in akoyaGO.
• Click Send again after resolving any issues.

- If emails are consistently delayed, check with IT for mail server issues.
- For bulk emails, use Dynamics 365 Marketing or a supported method.

Contact your IT administrator if:
- Mailbox tests fail repeatedly.
- Server-side sync shows errors.
- You cannot approve your email address.