Summary
Sage is aware of an issue affecting the Exchange Online integration in Sage CRM, where customers may see errors indicating that Sage CRM cannot connect to the Exchange Sync Engine. This issue is not the result of any change to Sage CRM and is related to changes in Exchange Online validation behaviour.
An official workaround is now available for certain Sage CRM versions while validation continues for earlier supported releases.
Who is affected
This issue affects:
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Customers using Exchange Online with the Sage CRM Exchange Sync Engine
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Sage CRM installations where Exchange integration was previously working
This issue does not affect:
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On-premise Exchange Server integrations
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OAuth2-based import of Contacts and Emails
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Other Sage CRM email functionality
The issue has been confirmed in multiple regions, including North America, the UK, France, Germany, and Spain.
Cause
Our investigation identified that recent changes in Exchange Online now reject requests containing a malformed or deprecated URL in XML headers used by the Exchange Sync Engine. These XML headers were previously accepted but are no longer tolerated by Exchange Online.
No changes were made to Sage CRM at the time this issue began.
Timeline
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27 January
First confirmed customer reports of Exchange integration failures. -
30 January
Issue escalated internally to Sage CRM Development for investigation. -
02 February
Investigation confirmed the issue is global and linked to stricter Exchange Online XML validation.
A partner-proposed workaround addressing the malformed XML header was reviewed and validated. -
Current status
An official workaround has been validated for Sage CRM 2025 R1 and Sage CRM 2025 R2 and has been published.
Testing is ongoing for earlier supported versions.
Available workaround
An official workaround is available for the following versions:
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Sage CRM 2025 R1
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Sage CRM 2025 R2
The workaround includes a PowerShell script and step-by-step instructions and can be found here:
Versions under validation
Testing is currently in progress for the following supported versions:
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Sage CRM 2023 R1 and R2
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Sage CRM 2024 R1 and R2
Further updates will be shared once validation is complete and guidance for these versions is confirmed.
Next steps
Customers running Sage CRM 2025 R1 or 2025 R2 and affected by this issue should review and apply the published workaround.
Customers on earlier supported versions are advised to await further guidance while validation continues.
We appreciate your patience while we work to fully resolve this issue and will provide updates via the Sage CRM Community Hub as more information becomes available.