Microsoft KB Archive/909443

= The Microsoft CRM 1.2 Web client may stop responding, and then the Microsoft CRM 1.2 server may stop responding, when a user tries to run Microsoft CRM Sales for Outlook =

Article ID: 909443

Article Last Modified on 9/8/2006

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APPLIES TO


 * Microsoft Business Solutions CRM Sales for Outlook, when used with:
 * Microsoft CRM 1.2
 * Microsoft CRM 1.2

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SYMPTOMS
When a user tries to run Microsoft Business Solutions CRM Sales for Outlook (the Outlook client), the Microsoft CRM 1.2 Web client on the client computer may stop responding. As a result, the Microsoft CRM 1.2 server may stop responding.



CAUSE
This problem may occur if the user is a member of many groups in the Active Directory directory service. Because of the many interactions between the Microsoft CRM client and Microsoft Internet Information Services (IIS) to resolve the groups, heap corruption occurs in the IIS process (W3wp.exe). Therefore, IIS cannot send back the initialization information to the Microsoft CRM 1.2 client. If the user ends the Outlook process and repeats the Outlook client Offline process several times, IIS will no longer have available threads. Therefore, IIS stops serving pages for the Microsoft CRM application pool. IIS must then be reset.



Hotfix information
A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it 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 version of Microsoft CRM that contains this hotfix.

To resolve this problem immediately, contact Microsoft Product Support Services to obtain the hotfix. For a complete list of Microsoft Product 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.

Installation information
Install this hotfix on computers that are running Microsoft CRM 1.2 server.

Prerequisites
There are no prerequisites to install this hotfix.

Removal information
You cannot remove this hotfix.

Restart requirement
If you are prompted, restart the computer after you install the hotfix.

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 tool in Control Panel.



SYMPTOMS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the &quot;Applies to&quot; section.



MORE INFORMATION
For more information about the terminology that is used to describe Microsoft software updates, click the following article numbers to view the articles 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

Additional query words: crm12 crm1.2

Keywords: kbstoprespond kbmbsmigrate kbpubtypekc kbqfe kbhotfixserver KB909443

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