Incoming email tracking of emails Sent on Behalf of another user using Server Side Sync not loading

So I have a random issue where someone in my company is sending email on behalf of another user.  The role account that they are sending on behalf of is a contact record within CRM.  They are sending to an email address that is setup as a queue in CRM which is set to track all emails.  The tracking of all emails works great... except in this case.  The email arrives in the exchange mailbox, but CRM never loads it.  I am having them set it up so that they can send as the role account instead of on behalf of to see if that eliminates the issue, but is this a known issue and is there any other way around it?

Thanks,
Dennis