Microsoft KB Archive/916566

Knowledge Base

You may experience slow performance in the Microsoft Dynamics CRM client for Outlook and performance problems on the Microsoft Exchange server when you work online in Microsoft Dynamics CRM

Article ID: 916566

Article Last Modified on 3/27/2007

---

APPLIES TO

• Microsoft CRM client for Microsoft Office Outlook, when used with:
  • Microsoft Dynamics CRM 3.0
• Microsoft Dynamics CRM 3.0

---

Important This article contains information about how to modify the registry. Make sure to 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

SYMPTOMS

When you work online in Microsoft Dynamics CRM, you may experience one or more of the following symptoms:

• Slow performance in the Microsoft Dynamics CRM client for Microsoft Office Outlook
• Slow performance of the Microsoft Exchange server
• Frequent retrieval of data from the Microsoft Exchange server by the client computer
• An additional load on the Microsoft Exchange server when several Microsoft Dynamics CRM desktop clients or Microsoft Dynamics CRM laptop clients log on to Outlook

CAUSE

This problem occurs because you have many e-mail messages in the Inbox or in Inbox-related folders in Microsoft Outlook. These related folders include the Tasks folder, the Sent Items folder, sub-folders of the Inbox, and the Deleted Items folder.

Microsoft Dynamics CRM 3.0 has a new auto-tagging feature that tags e-mail for automatic tracking. When Microsoft Dynamics CRM is tracking e-mail, the icon for the message changes.

Consider the following scenarios.

Scenario 1

• User One is a user on a Microsoft Dynamics CRM client computer.
• User One sends an e-mail message to a customer.
• The message is tracked in Microsoft Dynamics CRM.
• The customer replies to the message.

A copy of the e-mail message is added in Microsoft Dynamics CRM and in the Inbox for User One. The e-mail message in User One's Inbox is tracked in Microsoft Dynamics CRM.

Scenario 2

• User One and User Two are users on Microsoft Dynamics CRM client computers.
• A customer sends an e-mail message to User One and copies the message to User Two.
• User One turns on e-mail tracking for the message in Microsoft Dynamics CRM.

The auto-tagging feature updates User Two's Inbox to reflect that the e-mail is being tracked in Microsoft Dynamics CRM.

In both scenarios, the load on the client computers and on the Microsoft Exchange server is heavy if the number of e-mail messages that are in a client Inbox is too large. This heavy load occurs because of the large number of MAPI calls that identify each e-mail message.

RESOLUTION

To resolve this problem, use one of the following methods.

Method 1

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 your operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

1. Upgrade the Microsoft Dynamics CRM client for Outlook to the Microsoft Dynamics CRM 3.0 clients for Microsoft Office Outlook Compatibility Update.
   
   Note In the Microsoft Dynamics CRM 3.0 clients for Microsoft Office Outlook Compatibility Update, some changes were made to the auto-tagging feature. You can add the following new registry entries to control the behavior of the auto-tagging feature:
   • TagMinItemsForCrawl
     
     The value in this registry entry sets the minimum number of items that the auto-tagging feature will process in the crawl mode. When a folder contains fewer items than the value in the registry entry, the auto-tagging feature will process items in the search mode. The default value is 1,000.
   • TagAllowedItemsForCrawl
     
     The value in this registry entry sets the maximum number of items that the auto-tagging feature will process in the crawl mode in a particular folder. The default value is 1,000.
   • TagSleepInterval
     
     The value in this registry entry sets the length of time in milliseconds that the auto-tagging feature sleeps between the processing of items, between the processing of folders in the crawl mode, and between the processing of folders in the search mode. The default value is 1.
2. In the Microsoft Dynamics CRM client for Outlook, exit Outlook.
3. Click Start, click Run, type regedit, and then click OK.
4. In Registry Editor, locate and then click the following registry subkey:

   HKEY_CURRENT_USER\Software\Microsoft\MSCRMClient

5. To create a new registry entry, right-click MSCRMClient, point to New, and then click DWORD Value.
6. Change the name of the registry entry to TagMinItemsForCrawl.
7. Right-click the new registry entry, and then click Modify.
8. Enter an appropriate value.
9. Repeat steps 2 through 8 to create the following registry entries:
   • TagAllowedItemsForCrawl
   • TagSleepInterval

Method 2

Disable the e-mail auto-tagging feature for all Microsoft Dynamics CRM users. To do this, follow these steps:

1. Start the Microsoft Dynamics CRM server as a CRM administrator user.
2. Click Settings, click Organization Settings, and then click System Settings.
3. In the System Settings dialog box, click the Outlook Synchronization tab.
4. In the Check for promoted e-mail every field, type 9999.
5. In the Perform additional checks for promoted e-mails when new e-mail is received box, click No.
6. Click OK.
7. Restart each Microsoft Dynamics CRM client.

Note If the value in the Check for promoted e-mail every field is 9999, the Microsoft Dynamics CRM client for Outlook disables the auto-tagging feature. When you exit and then restart the Microsoft Dynamics CRM client for Outlook, the clock starts at "1." To enable the auto-tagging feature, you must keep the client open for slightly less than one week.

After you disable the auto-tagging feature, consider the scenarios from the "Cause" section again.

In scenario 1, the e-mail message arrives in User One's Inbox in Microsoft Dynamics CRM, and the Microsoft Dynamics CRM client for Outlook automatically tracks the message. However, the icon does not change as expected. If User One clicks Track in CRM, the Microsoft Dynamics CRM client for Outlook recognizes that the message is already being tracked in Microsoft Dynamics CRM. Therefore, the Microsoft Dynamics CRM client for Outlook does not create a duplicate in Microsoft Dynamics CRM.

In scenario 2, the e-mail message that is in User Two's Inbox is tracked in Microsoft Dynamics CRM. However, the icon does not change as expected. If User Two clicks Track in CRM, the Microsoft Dynamics CRM client for Outlook recognizes that the message is already being tracked by another user. Therefore, the Microsoft Dynamics CRM client for Outlook does not create a duplicate in Microsoft Dynamics CRM.

Method 3

Disable the auto-tagging feature for each specific user who has many e-mail messages in the Inbox.

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 your operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

1. On the Microsoft Dynamics CRM client computer, exit Outlook.
2. Click Start, click Run, type regedit, and then click OK.
3. In Registry Editor, locate and then click the following registry subkey:

   HKEY_CURRENT_USER\Software\Microsoft\MSCRMClient

4. To create a new registry entry, right-click MSCRMClient, point to New, and then click DWORD Value.
5. Change the name of the registry entry to TagDisabled.
6. Double-click TagDisabled.
7. In the Value data field, type 1. Then click OK.
8. On the File menu, click Exit.
9. Restart the client.

Method 4

Reduce the number of e-mail messages that are in the Inbox. The optimal number of messages for an Inbox or for a related folder is 1,000 or fewer.

You can use performance monitoring on the system to determine the optimal number of e-mail messages for an Inbox and for a related folder. Additionally, you can use performance monitoring to examine related processes in Microsoft Dynamics CRM.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

Keywords: kbcrmv3c kbmbsemail kbtshoot kberrmsg kbmbsmigrate kbprb KB916566

---

Send feedback to Microsoft

© Microsoft Corporation. All rights reserved.