Microsoft KB Archive/892516

= An e-mail message does not cause a corresponding Microsoft CRM e-mail activity to be created when you receive a reply from an AOL e-mail client =

Article ID: 892516

Article Last Modified on 6/2/2006

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APPLIES TO


 * Microsoft CRM 1.2

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SYMPTOMS
When you receive a reply to a Microsoft Business Solutions CRM e-mail from an America Online (AOL) e-mail client, the e-mail message does not cause a corresponding Microsoft CRM e-mail activity to be created.



CAUSE
This problem occurs when the Microsoft CRM user account that is the intended recipient of the e-mail message is configured to create Microsoft CRM e-mail activities only for existing Microsoft CRM e-mail activities. This problem occurs because replies to e-mail messages that originated in Microsoft CRM and that are sent from an AOL e-mail client use the ISO-8859-1 character set for the subject. The Microsoft CRM-Exchange E-Mail Router does not try to decode the subject before it parses the e-mail message for the Microsoft CRM token. Therefore, the e-mail message is identified as an unsolicited e-mail message.



RESOLUTION
Microsoft CRM has a fix for this problem that is part of a cumulative update. The cumulative update information is described in the following Microsoft Knowledge Base article:

904435 Update Rollup 2 is available for Microsoft CRM 1.2

Keywords: kbqfe kbmbsmigrate kbhotfixserver kbmbsemail KB892516

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