Friday, 6 March 2015

The E-mail Router service could not run the service main background thread. The E-mail Router service cannot continue and will now shut down.

Because of some issues 'Microsoft CRM Email Router' service stopped automatically. On manual start it stopped immediately saying SystemState.xml is corrupt.

I found the actual error message (following) in event log. But most useful message was prior to this error message saying "Error accesing SystemState.xml. Restore file with last backup."

#16192 - The E-mail Router service could not run the service main background thread. The E-mail Router service cannot continue and will now shut down. System.Configuration.ConfigurationErrorsException: The E-mail router service cannot access system state file Microsoft.Crm.Tools.EmailAgent.SystemState.xml. The file may be missing or may not be accessible. The E-mail Router service cannot continue and will now shut down. ---> System.Xml.XmlException: Root element is missing.
   at System.Xml.XmlTextReaderImpl.ThrowWithoutLineInfo(String res)
   at System.Xml.XmlTextReaderImpl.ParseDocumentContent()
   at System.Xml.XmlLoader.Load(XmlDocument doc, XmlReader reader, Boolean preserveWhitespace)
   at System.Xml.XmlDocument.Load(XmlReader reader)
   at System.Xml.XmlDocument.Load(String filename)
   at Microsoft.Crm.Tools.Email.Providers.ConfigFileReader..ctor(String filePath, ServiceLogger serviceLogger)
   at Microsoft.Crm.Tools.Email.Providers.SystemState.Initialize(ServiceLogger serviceLogger)
   at Microsoft.Crm.Tools.Email.Agent.ServiceCore.InitializeSystemConfiguration()
   --- End of inner exception stack trace ---
   at Microsoft.Crm.Tools.Email.Agent.ServiceCore.InitializeSystemConfiguration()
   at Microsoft.Crm.Tools.Email.Agent.ServiceCore.ExecuteService()

It gave me an idea that I need to find and restore the file from backup (if there is any). File was located at C:\Program Files\Microsoft CRM Email\Service\Microsoft.Crm.Tools.EmailAgent.SystemState.xml.

But Unfortunately there was not any backup. So I just renamed the file and restarted the service. It worked and started picking up pending emails gradually. 

For future use I have taken backup of SystemState.xml and Configuration.bin as suggested by Microsoft

P.S. Hayer

How to reset Auto-numbering and where does CRM stores Prefix and Number

I Recently came across a question on a forum about how to update Auto-numbering number and where does CRM stores it in Database? I have looked in CRM tables and found that CRM stores it in [OrganizationBase] table. But as it is unsupported to update in SQL, I was not sure that if updating the number will work or not. I personally avoid doing unsupported things. But to find out the consequences I decided to give it a go in my Development environment. 

Note: To update Auto-Numbering by Supported way, have a look at How to reset Auto-numbering in Dynamics CRM Online.

Following query returned the current auto number values.

SELECT [KbPrefix]
  FROM [dbo].[OrganizationBase]

Then executed the following query to reset number:

Update [dbo].[OrganizationBase]
set [CurrentKbNumber] = 10000;

Resetting number only can cause duplication if you already have records with that number. So to avoid it I have updated the Prefix as well. 

CRM allows to update Prefix using UI but Number field is locked as shown below:

Got to Settings > Administration > Auto-numbering

Now on new Article creation, I can notice that Number has been set to 10000. Done some light testing and could not find any issues.

Note: It is not a Microsoft supported way of updating Auto-numbering, I would recommend to update Auto-Numbering Supported Way by updating the Organization using sdk.

P.S. Hayer