Microsoft KB Archive/933287

= E-mail messages are not tracked if the e-mail message is sent when you are offline in Microsoft Dynamics CRM 3.0 =

Article ID: 933287

Article Last Modified on 8/15/2007

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APPLIES TO


 * Microsoft Dynamics CRM 3.0
 * Microsoft CRM client for Microsoft Office Outlook, when used with:
 * Microsoft Dynamics CRM 3.0

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SYMPTOMS
Consider the following scenario. You go offline in the Microsoft Dynamics CRM laptop client for Microsoft Office Outlook. However, Microsoft Office Outlook remains connected to the Microsoft Exchange Server mailbox. In this scenario, you experience the following symptoms:
 * If you send an e-mail message that will be tracked in Microsoft Dynamics CRM, replies to the e-mail message are not tracked while you are offline.
 * When you go back online, and then you synchronize the tracked e-mail message together with the Microsoft Exchange Server, replies are again tracked as expected. However, replies that were sent when you were offline are not tracked.



CAUSE
This issue may occur because the e-mail message that you sent to be tracked in Microsoft Dynamics CRM 3.0 is not saved in the Microsoft Exchange Server mailbox. Additionally, the tracking token for the e-mail message is also not saved in the Microsoft Exchange Server mailbox. However, these items are saved in the local mailbox.



WORKAROUND
To work around this issue while you are offline, disable the mail forwarding rules. When you are online again, enable the mail forwarding rules.

To disable the mail forwarding rules, follow these steps:
 * 1) Open Outlook.
 * 2) Click Tools, and then click Rules and Alerts.
 * 3) Clear the check box for the CRM-related rules. Then click OK.

After you disable the mail forwarding rules, manually track the e-mail message replies that were not automatically tracked in Microsoft Dynamics CRM.

Additional query words: crm3 crm30 crm3.0

Keywords: kbmbsemail kbexpertisebeginner kbtshoot kbmbsmigrate kbprb kbexpertiseinter KB933287

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