Article ID: 940121 - View products that this article applies to.
Consider the following scenario:
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:
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:
[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
907490This error message is displayed in the platform trace files, beginning with the name in the following format:
(http://support.microsoft.com/kb/907490/ )How to enable tracing in Microsoft Dynamics CRM
OUTLOOK-xxxxxxxxxx.logThe 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:
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.
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:
(http://support.microsoft.com/kb/935364/ )Update Rollup 3 is available for Microsoft Dynamics CRM 3.0
Hotfix informationA 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:
File informationThe 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
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Microsoft Dynamics CRM client for Microsoft Office Outlook Compatibility Update
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Installation informationInstall this hotfix on computers that are running the Microsoft Dynamics CRM client for Microsoft Office Outlook.
PrerequisitesYou 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:
(http://support.microsoft.com/kb/927751/ )Update Rollup 2 for Microsoft Dynamics CRM 3.0 is available
Restart requirementIf you are prompted to restart the computer, you must restart the computer after you apply this hotfix.
Removal informationTo 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:
(http://support.microsoft.com/kb/832475/ )Description of the new features in the package installer for Windows software updates
To determine whether Outlook 2003 uses Word 2003 to edit or to read e-mail messages, follow these steps:
(http://support.microsoft.com/kb/824684/ )Description of the standard terminology that is used to describe Microsoft software updates
(http://support.microsoft.com/kb/887283/ )Microsoft Business Solutions CRM software hotfix and update package naming standards