Microsoft KB Archive/832350

= You cannot see the records that you own when you are offline in Microsoft CRM 1.0 Sales for Outlook =

Article ID: 832350

Article Last Modified on 9/8/2006

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APPLIES TO


 * Microsoft Business Solutions CRM Sales for Outlook, when used with:
 * Microsoft Business Solutions CRM 1.0
 * Microsoft Business Solutions CRM 1.0

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SYMPTOMS
You cannot see the records that you own when you are offline in Microsoft Business Solutions CRM 1.0 Sales for Outlook (the Outlook client). When you try to view data by selecting one of the Microsoft CRM entity folders in the left pane, no records are returned in the grid view for that entity. You may also receive one of the following error messages:

&quot;Could not retrieve the view information from the list&quot;

&quot;Permission Denied&quot;

&quot;An error has occurred. For more information, contact your system administrator.&quot;



CAUSE
This problem may occur because the roles that are assigned to your Microsoft CRM user account may not let you access the data. For example, a role may have access for the Account entity set to None Selected in the read privileges. If this problem is related to the roles that you are assigned, you cannot see account records when you work online or offline in the Outlook client. This behavior is by design.

However, if you determine that the problem is not caused by the roles that you are assigned, one of the following conditions may cause the problem. If you determine that one of the following conditions is the cause, you can install the hotfix that is described in this article to correct the problem.
 * You may be working in a Microsoft CRM environment where the Microsoft CRM server is installed in a different domain than the Outlook client computer. Or, you may be working in a Microsoft CRM environment where the Outlook client computer is part of a workgroup instead of a domain.
 * Your user account belongs to the Power Users administrative group on the Microsoft CRM server.
 * Your user account belongs to the Administrator group on the Microsoft CRM server.
 * Your user account belongs to a Microsoft Windows SharePoint Portal Services group in the Active Directory directory service.
 * The Outlook client computer may be accessing the Microsoft CRM server and data through a virtual private network (VPN) connection.



Confirm that the hotfix will resolve the problem
When you go offline in the Outlook client, the data that you have access to in Microsoft CRM and that you bring offline is stored on the local computer in the MSDE_MSCRM database.

Query the MSDE_MSCRM database for the records that you own to determine whether any data was brought to the MSDE_MSCRM database on the local computer. To do this, follow these steps on the Outlook client computer after you go offline. The following steps assume that you have at least user-level read privileges for accounts. These steps also assume that you own at least one account record in Microsoft CRM:  Click Start, click Run, and then type cmd . Type the following command:

OSQL –S %COMPUTERNAME%\CRM –E

 Type Use mscrm_msde, and then press ENTER. Type Go, and then press ENTER. Type Select Count (*) from AccountBase, and then press ENTER. Type Go, and then press ENTER.</li></ol>

You can also follow these steps for the ContactBase table and the LeadBase table.

If no records are returned, neither of the following was brought to the MSDE_MSCRM database on the local computer:
 * Accounts that you own in Microsoft CRM
 * Records from other entities that you queried for

If you are affected by this problem, and you have a Microsoft CRM security role that has user-level read privileges on entities such as Account, Contact, or Leads, you will not see any records in the corresponding table for that entity in the MSDE_MSCRM database. Install the hotfix to resolve the problem.

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 1.0 Sales for Outlook.

Prerequisites
To install this hotfix, Microsoft CRM 1.0 Sales for Outlook must be installed.

Removal information
You cannot remove this hotfix.

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

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.

Microsoft CRM version 1.0 and the Microsoft Windows 2000-based client or Microsoft Windows XP-based client
<pre class="fixed_text">Date        Time   Version           Size     File name

16-Apr-2003 20:37  1.0.3017.1         12,912  Crmmsg.dll 25-Aug-2004 22:03  1.0.3017.101      289,488  Crmsecurity.dll 11-Aug-2004 19:03  1.0.3017.101        8,464  Kb832350.dll 12-Mar-2004 18:00  5.4.15.0          165,064  Spuninst.exe 19-Mar-2004 22:34  1.0.3017.119      105,160  Mscrmcustom.dll 12-Mar-2004 18:00  5.4.15.0          623,816  Update.exe

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

Keywords: kbqfe kbmbsmigrate kbhotfixserver KB832350

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