Microsoft KB Archive/915413

= An e-mail address is unresolved in the From field on the e-mail activity detail form in Microsoft Dynamics CRM 3.0 =

Article ID: 915413

Article Last Modified on 2/5/2007

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APPLIES TO


 * Microsoft Dynamics CRM 3.0

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Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows registry



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
An e-mail address is unresolved in the From field on the e-mail activity detail form in Microsoft Dynamics CRM 3.0. However, the e-mail activity does appear on the History tab of the contact or of the account. This problem occurs when you receive an e-mail message in Microsoft Dynamics CRM from a contact or from an account that was converted from a lead. When you send an e-mail message from an existing Microsoft Dynamics CRM contact or account, the e-mail address does not resolve to the contact or to the account record. When you view the e-mail message in Microsoft Dynamics CRM, you receive the following error message:

The sender's email address could not be resolved to a record in the system. At least one recipient could not be resolved to a record in the system.



CAUSE
This problem occurs if you receive an e-mail message in Microsoft Dynamics CRM from an entity that has a duplicate e-mail address. For example, this problem occurs if you receive an e-mail message from a contact that has an e-mail address of someone@microsoft.com, and an existing user in Microsoft Dynamics CRM also has an e-mail address of someone@microsoft.com.

Note This problem typically occurs if you convert a lead to another entity in Microsoft Dynamics CRM. In this case, the same e-mail address exists in both records.



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 Microsoft Dynamics CRM 3.0 service pack 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.

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
Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.Install this hotfix on computers that are running the server components of Microsoft Dynamics CRM 3.0.To enable this hotfix, follow these steps:  On the Microsoft CRM server, click Start, click Run, type regedit, and then click OK. Locate and then select the following registry subkey:

 On the Edit menu, point to New, and then click DWORD Value. Type DisableSenderMultiMatching, and then press ENTER. Right-click DisableSenderMultiMatching, and then click Modify. In the Value data box, type 1, and then click OK.</li> On the File menu, click Exit.</li></ol>

Note A value of 1 enables Microsoft CRM to resolve the e-mail address if a duplicate e-mail address exists. The e-mail address that is first resolved is the address that is used and that appears in the From field on the e-mail message.

Prerequisites
You must have Microsoft Dynamics CRM 3.0 installed to apply this hotfix.

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 Dynamics CRM 3.0, use Add or Remove Programs in Control Panel.

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WORKAROUND
To work around this problem, manually resolve the e-mail address in the From field on the e-mail activity detail form. However, each subsequent e-mail message that you receive from the contact or from the account will have an unresolved e-mail address in the From field on the e-mail activity detail form.

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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

Keywords: kbmbsemail kbhotfixserver kbqfe kbmbsmigrate kbpubtypekc KB915413

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