Article ID: 910242 - Last Review: September 19, 2007 - Revision: 7.1

You receive error messages when you try to send or promote an e-mail message in Microsoft CRM 3.0

View products that this article applies to.
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.
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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:
    An error has occurred. For more information, contact your system administrator. Do you want to send the e-mail?
  • When you promote an e-mail message in Microsoft Outlook, you receive the following error message:
    An error has occurred. For more information, contact your system administrator.
  • When you send an e-mail message from Microsoft Outlook Web Access, you receive the following error message:
    Microsoft CRM Unhandled Error Details: Server Error in '/' Application.
  • 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
    SOAP Request failed:
    Url:http://hvcphsvr01:5555/mscrmservices/Email.asmx
    MethodName:CheckIncoming
    Response:
    <?xml version="1.0" encoding="utf-8"?>
    <soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"
    xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
    xmlns:xsd="http://www.w3.org/2001/XMLSchema">
    <soap:Body>
    <soap:Fault>
    <faultcode>soap:Server</faultcode>
    <faultstring>System.Web.Services.Protocols.SoapException: Server was unable to process request. ---&gt; System.NullReferenceException: Object reference not set to an instance of an object.
    at Microsoft.Crm.NativeInteropProxy.CRMInteropEmailClass.CheckIncoming(CUserAuth&amp; Caller, String MessageId, String Subject, String From, String To, String CC, String BCC, Int32&amp; ReasonCode)
    at Microsoft.Crm.ObjectModel.EmailService.CheckIncoming(String messageId, String subject, String from, String to, String cc, String bcc, Int32&amp; reasonCode)
    at Microsoft.Crm.WebServices.EmailWebService.CheckIncoming(String messageId, String subject, String from, String to, String cc, String bcc, Int32&amp; reasonCode)
    --- End of inner exception stack trace ---</faultstring>
    <detail />
    </soap:Fault>
    </soap:Body>
    </soap:Envelope>
    Message 2
    CrmSoapExtension detected non-CrmException - report will be sent to Watson:
    System.Web.Services.Protocols.SoapException: Server was unable to process request. --->
    System.NullReferenceException: Object reference not set to an instance of an object.
    at Microsoft.Crm.NativeInteropProxy.CRMInteropEmailClass.CheckIncoming(CUserAuth& Caller, String MessageId, String Subject, String From, String To, String CC, String BCC, Int32& ReasonCode)
    at Microsoft.Crm.ObjectModel.EmailService.CheckIncoming(String messageId, String subject, String from, String to, String cc, String bcc, Int32& reasonCode)
    at Microsoft.Crm.WebServices.EmailWebService.CheckIncoming(String messageId, String subject, String from, String to, String cc, String bcc, Int32& reasonCode)
    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:
    Error Description: An Unexpected error occurred. Error Number: 0x80040216 Source File: Not Available Line Number: Not Available Request URL: http://CRM/Activities/email/edit.aspx
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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.
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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  (http://support.microsoft.com/kb/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  (http://support.microsoft.com/kb/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.
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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.
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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  (http://support.microsoft.com/kb/824684/ ) Description of the standard terminology that is used to describe Microsoft software updates
887283  (http://support.microsoft.com/kb/887283/ ) Microsoft Business Solutions CRM software hotfix and update package naming standards
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APPLIES TO
  • Microsoft CRM 3.0
  • Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers
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Keywords: 
kbemail kberrmsg kbmbsemail kbmbsmigrate kbhotfixserver kbqfe KB910242
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