Outlook 2003 exits unexpectedly after you close multiple e-mail messages in the Microsoft Dynamics CRM 3.0 client for Outlook

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Article ID: 940121 - View products that this article applies to.
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SYMPTOMS

Consider the following scenario:
  • You use the Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook together with Microsoft Office Outlook 2003.
  • You close multiple e-mail messages in the Microsoft Dynamics CRM 3.0 client for Outlook.
  • These e-mail messages use rich-text formatting.
In this scenario, Outlook 2003 exits unexpectedly.

If you have enabled tracing for the MSCRM client, the following error message may be logged in the Microsoft Dynamics CRM 3.0 client for Outlook platform trace file:
[DateTime] Process:OUTLOOK |Thread:2424 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | CInspectorWrapperHandler_10::HrHandleItemClose File: c:\bt\643\src\application\outlook\v3caddin\inspectorwrapperhandler.cpp Line: 186 >hr = 0xf7a40108 [DateTime] Process:OUTLOOK |Thread:2424 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | CPromotableItemsInspectorWrapper::ItemClose File: c:\bt\643\src\application\outlook\v3caddin\promotableitemsinspectorwrapper.cpp Line: 1636 >hr = 0xf7a40108
This error message occurs if you have enabled tracing by using the method that is described in Microsoft Knowledge Base article 907490. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
907490 How to enable tracing in Microsoft Dynamics CRM
This error message is displayed in the platform trace files, beginning with the name in the following format:
OUTLOOK-xxxxxxxxxx.log
The xxxxxxxxxx placeholder is replaced with the year, the month, the day, and the time of the platform trace file.

Note The Microsoft Dynamics CRM client for Outlook tracing registry entries are located in the following registry subkey:
HKEY_CURRENT_USER\SOFTWARE\MICROSOFT\MSCRMClient

CAUSE

This problem occurs if Outlook 2003 uses Microsoft Office Word 2003 to edit or to read e-mail messages. Therefore, Microsoft Dynamics CRM 3.0 cannot close the rich-text-formatted e-mail messages as expected.

RESOLUTION

This problem was corrected in Microsoft Dynamics CRM 3.0 Update Rollup 3.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
935364Update Rollup 3 is available for Microsoft Dynamics CRM 3.0

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

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.

Microsoft Dynamics CRM client for Microsoft Office Outlook

Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Crmaddin.dll3.0.5300.16621,185,64003-Sep-200700:51x86
Crmmsg.dll1.2.3297.12316,08829-Mar-200720:18x86
Mscrmcustom.dll3.0.5300.1656181,09622-Aug-200703:47x86
Crmhotfix.cdfNot applicable98803-Sep-200701:01Not applicable
Mscrmcustom.dll3.0.5300.1656181,09622-Aug-200703:47x86

Microsoft Dynamics CRM client for Microsoft Office Outlook Compatibility Update

Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Setup.xmlNot applicable1,28103-Sep-200701:16Not applicable
V3cclientpatch30.mspNot applicable566,27203-Sep-200701:48Not applicable
Crmaddin.dll3.0.5300.16621,214,82402-Sep-200709:51x86
Syncqueue.dll3.0.5300.1662396,13603-Sep-200700:50x86
Setup.xmlNot applicable1,19103-Sep-200701:16Not applicable
V3clightclientpatch30.mspNot applicable404,99203-Sep-200701:48Not applicable
Crmaddin.dll3.0.5300.16621,214,82402-Sep-200709:51x86

Installation information

Install this hotfix on computers that are running the Microsoft Dynamics CRM client for Microsoft Office Outlook.

Prerequisites

You must have Microsoft Dynamics CRM 3.0 installed to apply this hotfix. In addition, Update Rollup 2 for Microsoft Dynamics CRM 3.0 must be installed. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
927751 Update Rollup 2 for Microsoft Dynamics CRM 3.0 is available

Restart requirement

If you are prompted to restart the computer, you must restart the computer after you apply this hotfix.

Removal information

To remove this hotfix from a computer that is running Windows Server 2003, Windows XP, or Microsoft Windows 2000, use Add or Remove Programs in Control Panel. System administrators can use the Spuninst.exe tool to remove this hotfix from a computer that is running Windows Server 2003, Windows XP, or Windows 2000.

The Spuninst.exe tool is located in the %Windir%\$NTUninstallKB940121$\Spuninst folder. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
832475 Description of the new features in the package installer for Windows software updates

MORE INFORMATION

To determine whether Outlook 2003 uses Word 2003 to edit or to read e-mail messages, follow these steps:
  1. In Outlook 2003, click Options on the Tools menu.
  2. Click the Mail Format tab, and then review the items on the tab.
If the Use Microsoft Office Word 2003 to edit email messages check box is selected, Outlook 2003 uses Word 2003 to edit e-mail messages. If the Use Microsoft Office Word 2003 to read Rich Text email messages check box is selected, Outlook 2003 uses Word 2003 to read e-mail messages. 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

Properties

Article ID: 940121 - Last Review: April 3, 2008 - Revision: 3.2
APPLIES TO
  • Microsoft CRM 3.0
  • Microsoft CRM client for Microsoft Office Outlook, when used with:
    • Microsoft CRM 3.0
Keywords: 
kbautohotfix kbhotfixserver kbqfe kbmbsmigrate kbmbsemail KB940121

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