If an item shows as Tracking pending for more than 20 minutes, verify the user's mailbox record in Dynamics 365 is configured to use Server-Side Synchronization and the mailbox is successfully tested and enabled.
- Access Dynamics 365 as a user with the System Administrator role.
- Navigate to Settings and then click Email Configuration.
- Click Mailboxes and then change the view to Active Mailboxes.
- Locate and open the mailbox record for the user.
- Verify the Incoming Email option is set to Server-Side Synchronization or Email Router. If the item is an appointment, verify the Appointments, Contacts, and Tasks setting as well.
- If the Incoming Email Status does not already show as Success, click Test & Enable Mailbox and make sure to select the checkbox that appears in the dialog.
- If the mailbox tests do not succeed, review the messages in the Alerts section. If an alert includes a Learn More link, click this link for additional details.
If the mailbox was already tested and enabled successfully, review the Alerts section within their mailbox record. If Server-Side Synchronization was expected to create the item in Dynamics 365, any errors should be shown in the Alerts section.
Note
If no errors appear within the Alerts section, navigate to Settings, Email Configuration, and then Email Configuration Settings. In the Configure alerts section, verify the Error and Warning options are selected. If these options were not already selected, enable these options and click OK. Then reproduce the issue with another item to see if any errors or warnings are logged after item has shown as "Track pending" for more than 20 minutes.