Microsoft KB Archive/941310

= Error message when you try to reply to an e-mail message in the Microsoft Dynamics CRM 3.0 client for Outlook: &quot;The regarding record is invalid or not currently accessible&quot; =

Article ID: 941310

Article Last Modified on 1/3/2008

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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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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 try to reply to an e-mail message in the Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook, you receive the following error message:

The regarding record is invalid or not currently accessible. Change or remove the regarding record.

This problem occurs if the following conditions are true:
 * The e-mail message is a Microsoft Dynamics CRM 3.0 tracked e-mail message.
 * The e-mail message originates from a Microsoft Dynamics CRM 3.0 environment that differs from the Microsoft Dynamics CRM 3.0 environment from which you reply to the e-mail message.
 * Both environments are in the same Microsoft Exchange Server organization.



CAUSE
This problem occurs because Microsoft Dynamics CRM 3.0 uses user-defined fields in the Microsoft Dynamics CRM 3.0 client for Outlook to specify the tracked e-mail message. If the e-mail message originates from the same Exchange Server organization, the MAPI properties are not updated. However, you do not have access to open the record in another Microsoft Dynamics CRM 3.0 environment.



Hotfix information
A supported hotfix is now available from Microsoft. However, this hotfix is intended to correct only the problem that this article describes. Apply this hotfix only to systems that are experiencing this specific problem.

To resolve this problem, submit a request to Microsoft Online Customer Services to obtain the hotfix. To submit an online request to obtain the hotfix, visit the following Microsoft Web site:

http://go.microsoft.com/?linkid=6294451

Note If additional issues occur or any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. To create a separate service request, visit the following Microsoft Web site:

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

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 client for Outlook.

Prerequisites
You must have Update Rollup 2 for Microsoft Dynamics CRM 3.0 installed to apply this hotfix. For more information, 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%\$NTUninstallKB941310$\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



STATUS
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 product 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

Keywords: kberrmsg kbhotfixserver kbqfe kbmbsmigrate kbpubtypekc KB941310

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