Microsoft KB Archive/924079

= The Microsoft Dynamics CRM records for e-mail recipients that you selected in the automatic suggestion cache are deleted when you send an e-mail message in the Microsoft Dynamics CRM 3.0 client for Outlook =

Article ID: 924079

Article Last Modified on 9/14/2007

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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
Consider the following scenario in the Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook:
 * You create a new e-mail message, and then you add more than one Microsoft Dynamics CRM record.
 * You send the e-mail message to these Microsoft Dynamics CRM records.
 * You run a process that updates the Microsoft Dynamics CRM address book in Outlook.
 * You create a new e-mail message, and then you start to type the names of the records that you already added. The automatic suggestion cache in Outlook lists the records that you already added.
 * You click the records that are listed by the automatic suggestion cache in the following fields:
 * TO
 * CC
 * BCC
 * You send the e-mail message.

In this scenario, when you open the sent e-mail message, one or more of the Microsoft Dynamics CRM records do not appear in these fields. These Microsoft Dynamics CRM records are deleted from the e-mail message. The relevant recipients do not receive the e-mail message.

Additionally, when you open the E-mail Properties dialog box for the Microsoft Dynamics CRM records in the TO field, in the CC field, or in the BCC field, the E-mail Properties dialog box is blank.



CAUSE
This problem occurs because the address book provider was changed. Therefore, the Microsoft Dynamics CRM record that is in the automatic suggestion cache no longer exists in the Microsoft Dynamics CRM address book. This problem may occur with any of the following entities in Microsoft Dynamics CRM:
 * Accounts
 * Contacts
 * Leads
 * Queues
 * Users
 * Facilities/Equipment

This problem occurs only if the e-mail message also contains one or more of the following recipients:
 * Other recipients from the Microsoft Dynamics CRM address book or from the Outlook address book
 * Other recipients that have a Simple Mail Transfer Protocol (SMTP) address

The address book provider is changed if any one of the following conditions is true:  A user deleted the Microsoft Dynamics CRM record in Microsoft Dynamics CRM 3.0. You applied hotfix 925780. For more information about this hotfix, click the following article number to view the article in the Microsoft Knowledge Base:

925780 The address book provider for the Microsoft Dynamics CRM client for Outlook may take several hours to synchronize if there are many records in entities in Microsoft Dynamics CRM 3.0

 The Microsoft Dynamics CRM user security role for the user was changed so that the user no longer has permissions to see the record. The record was merged into another record in Microsoft Dynamics CRM 3.0.



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

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.

Microsoft Dynamics CRM 3.0 server

Microsoft Dynamics CRM 3.0 client for Outlook

Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook Compatibility Release

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 the Microsoft Dynamics CRM 3.0 server software and the Microsoft Dynamics CRM 3.0 client for Outlook installed to apply this hotfix.</li> To apply this hotfix, you must have installed the update that is described in Microsoft Knowledge Base article 925874. For more information about this update, click the following article number to view the article in the Microsoft Knowledge Base:

925874 An update for the 2007 daylight saving time changes is available for Microsoft Dynamics CRM 3.0 and for the Microsoft Dynamics CRM 3.0 client for Outlook

</li></ul>

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

Removal information
To remove this hotfix from a computer that is running Microsoft Windows Server 2003, Windows XP, or 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%\$NTUninstallKB924079$\Spuninst folder.

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MORE INFORMATION
After you install this hotfix, if one of the recipients does not exist in the Microsoft Dynamics CRM address book provider, all the recipients will revert to SMTP e-mail address information even if some recipients do exist in the Microsoft Dynamics CRM address book, in the Outlook address book, or in the global address list for the e-mail message that you sent. You can see the information that was used to send the e-mail message to the recipient by opening the E-mail Properties dialog box.

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: abp gal

Keywords: kbqfe kbpubtypekc kbmbsmigrate kbhotfixserver kbmbsemail KB924079

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