Microsoft KB Archive/940294

= The Microsoft Dynamics CRM-Exchange E-mail Router cannot store an e-mail message if a Word 2007 document is attached to the e-mail message =

Article ID: 940294

Article Last Modified on 10/23/2007

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APPLIES TO


 * Microsoft Dynamics CRM 3.0

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The hotfix that is discussed in this article is not available for the Chinese version of Microsoft Dynamics CRM or for the Japanese version of Microsoft Dynamics CRM.



SYMPTOMS
When you send an e-mail message to a Microsoft Dynamics CRM user in Microsoft Dynamics CRM 3.0, the Microsoft Dynamics CRM-Exchange E-mail Router cannot store the e-mail message. This problem occurs if the following conditions are true:
 * You use Microsoft Office Outlook 2007 to create the e-mail message.
 * A Microsoft Office Word 2007 document is attached to the e-mail message.
 * The Microsoft Dynamics CRM user has the Microsoft Dynamics CRM forwarding rule deployed.

When this problem occurs, the following error message is logged in the Application log on the Microsoft Exchange Server server:

Event Type: Error

Event Source: MSCRMExRouterService

Event Category: None

Event ID: 0

Date:

Time:

User: Not applicable

Computer:

Description:

Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceException: Delivering message: FW: No PDF in mailbox: crmsync failed (System.Web.Services.Protocols.SoapException: Server was unable to process request.

Note The Microsoft Dynamics CRM-Exchange E-mail Router is deployed on this Exchange Server server.

Additionally, you receive the following error message in the Microsoft Dynamics CRM platform trace:

Process: w3wp |Thread: 0272 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error |

COLEDataAccess::ExecuteParameterizedQuery File:

c:\bt\610\src\platform\include\omcommon\dataaccess.inl Line: 825 >Call to COleRecordSet::Open failed. Query = update

ActivityMimeAttachment SET

Body=?,FileSize=?,FileName=?,MimeType=? where

ActivityMimeAttachmentId=? Error = 0x80040e57



CAUSE
This problem occurs because Outlook 2007 uses the following new MIME type for the Word 2007 document that is attached to the e-mail message:

application/vnd.openxmlformats-officedocument.wordprocessingml.document

The length of this MIME type exceeds the limitation that is specified in the MimeType property of the Microsoft Dynamics CRM e-mail attachment.



Microsoft Dynamics CRM 3.0 hotfix information
A supported hotfix is now available from Microsoft. However, it is intended to correct only the problem that is described in this article. Apply it only to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Microsoft Dynamics CRM 3.0 update rollup that contains this hotfix.

To resolve this problem immediately, contact Microsoft Customer Support Services to obtain the hotfix. For a complete list of Microsoft Customer Support Services telephone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

File information
The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.

Installation information
Install this hotfix on computers that are running the Microsoft Dynamics CRM 3.0 server software or the Microsoft Dynamics CRM client for Outlook.

Prerequisites
You must have Microsoft Dynamics CRM 3.0 installed to apply this hotfix. Additionally, you must have Update Rollup 2 for Microsoft Dynamics CRM 3.0 installed to apply this hotfix.

For more information about Update Rollup 2 for Microsoft Dynamics CRM 3.0, click the following article number to view the article in the Microsoft Knowledge Base:

927751 Update Rollup 2 for Microsoft Dynamics CRM 3.0 is available

Restart requirement
If you are prompted to restart the computer, you must restart the computer after you apply this hotfix.

Removal information
To remove this hotfix from a computer that is running Windows Server 2003, Windows XP, or Microsoft Windows 2000, use Add or Remove Programs in Control Panel. System administrators can use the Spuninst.exe tool to remove this hotfix from a computer that is running Windows Server 2003, Windows XP, or Windows 2000.

The Spuninst.exe tool is located in the %Windir%\$NTUninstallKB940294$\Spuninst folder. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

832475 Description of the new features in the package installer for Windows software updates



MORE INFORMATION
For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

887283 Microsoft Business Solutions CRM software hotfix and update package naming standards

Keywords: kberrmsg kbmbsemail kbhotfixserver kbqfe kbmbsmigrate kbpubtypekc KB940294

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