Article ID: 910242
Article Last Modified on 9/19/2007
APPLIES TO
- Microsoft Dynamics CRM 3.0
- Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers
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 work with an e-mail message in Microsoft Dynamics CRM 3.0, you may experience the following symptoms:
- When you send an e-mail message from Microsoft Outlook, you receive the following error message:
- When you promote an e-mail message in Microsoft Outlook, you receive the following error message:
- When you send an e-mail message from Microsoft Outlook Web Access, you receive the following error message:
All e-mail functionality in Microsoft Dynamics CRM does not work. The Microsoft Dynamics CRM Exchange Router does not process e-mail messages. E-mail messages are moved to the undeliverable folder in the sink e-mail account. Additionally, if the Platform Tracing process is enabled, the following error messages are logged in the trace log file.
Message 1
Message 2
Additionally, an event that resembles the following is logged in the Application log on the server that is running Microsoft Exchange Server:
Event Type: Error
Event Source: MSCRMExRouterService
Event Category: None
Event ID: 0
Date:11/10/2006
Time:4:47:18 PM
User: N/A
Computer:CRMServername
Description: Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceException: Verifying before delivery message in mailbox: crmmail failed (System.Web.Services.Protocols.SoapException: Server was unable to process request.- If the Dev Errors error logging process is enabled when you promote an e-mail message, you receive the following error message:
CAUSE
This issue may occur when the e-mail tracking token prefix value is set to null in the System Settings window. If you reset the prefix value, the e-mail functionality is not restored.
RESOLUTION
This problem is fixed in Microsoft Dynamics CRM 3.0 Update Rollup 1. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
922815 Update Rollup 1 for Microsoft Dynamics CRM 3.0 is available
This problem is fixed in Update Rollup 1 for Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
935731 Update Rollup 1 for Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers is available
The update rollup resolves the problem that is described in this article. Additionally, you may have to repair existing Microsoft Dynamics CRM data.
Note Before you follow the instructions in this article, make sure that you have a complete backup copy of the database that you can restore if a problem occurs.
To repair existing Microsoft Dynamics CRM data that will correctly set the prefix value, run the following script against the MSCRM database.
update organizationbase set trackingprefix='<CRM>:;'
Note The <CRM>
placeholder represents the prefix that you want to use.
STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section. This problem was corrected in Microsoft Dynamics CRM 3.0 Update Rollup 1 and in Update Rollup 1 for Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers.
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
Additional query words: crm3 crm30 crm3.0
Keywords: kbemail kberrmsg kbmbsemail kbmbsmigrate kbpubtypekc kbhotfixserver kbqfe KB910242