Microsoft KB Archive/929385

= The Microsoft Dynamics CRM client for Outlook toolbar buttons may not be available for a tracked e-mail message for Microsoft Dynamics CRM =

Article ID: 929385

Article Last Modified on 1/4/2008

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APPLIES TO

 Microsoft Dynamics CRM 4.0 Microsoft Dynamics CRM 3.0 Microsoft CRM client for Microsoft Office Outlook, when used with:  Microsoft Dynamics CRM 4.0

 Microsoft Dynamics CRM 3.0 

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SYMPTOMS
If you use the Microsoft Dynamics CRM client for Microsoft Office Outlook to track e-mail messages in Microsoft Dynamics CRM, the Microsoft Dynamics CRM toolbar buttons may not be available when you view a tracked message in Microsoft Office Outlook 2003.

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CAUSE
This issue may occur if the following conditions are true:
 * You use Microsoft Office Word as the e-mail editor in Outlook.
 * The e-mail message that you are viewing is in Rich Text format.

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WORKAROUND
To work around this issue, use one of the following methods.

Method 1: Do not use Microsoft Office Word to edit e-mail messages
To use a different editor than Microsoft Office Word to edit e-mail messages in Outlook 2003, follow these steps:
 * 1) Start Outlook 2003.
 * 2) On the Tools menu, click Options.
 * 3) Click the Mail Format tab.
 * 4) Click to clear the following check boxes under Message format:
 * 5) * Use Microsoft Office Word 2003 to edit e-mail messages
 * 6) * Use Microsoft Office Word 2003 to read Rich Text e-mail messages
 * 7) Click OK to close the Options dialog box.
 * 8) Restart Outlook 2003.

Method 2: Do not compose e-mail messages in Rich Text format
To change the format of an e-mail message that you compose, follow these steps:
 * 1) Start Outlook 2003.
 * 2) On the Tools menu, click Options.
 * 3) Click the Mail Format tab.
 * 4) In the Message format area, click a different format in the Compose in this message format list. For example, click HTML.
 * 5) Click OK to close the Options dialog box.
 * 6) Restart Outlook 2003.

Note If an e-mail message recipient replies to the e-mail message and changes the format to Rich Text, the issue that is mentioned in the &quot;Symptoms&quot; section occurs. Use Method 1 to resolve this issue.

Method 3: View the tracked e-mail message in Microsoft Dynamics CRM
To view the e-mail messages that are tracked in Microsoft Dynamics CRM, follow these steps:
 * 1) Start Outlook 2003.
 * 2) Verify that you are online in the Microsoft Dynamics CRM client for Microsoft Office Outlook.
 * 3) In the Navigation Pane, expand the Microsoft CRM folder.
 * 4) Expand the Workplace folder.
 * 5) Expand the My Work folder.
 * 6) Click the Queues folder.
 * 7) Click the Assigned folder, and then open the appropriate tracked e-mail message.

Additional query words: crm3 crm30 crm3.0 crm4 crm40 crm 4.0

Keywords: kbmbscrm40 kbtshoot kbmbsemail kbmbsmigrate kbprb KB929385

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