The Microsoft Dynamics CRM-Exchange E-mail Router cannot store an e-mail message if a Word 2007 document is attached to the e-mail message

Article translations Article translations
Article ID: 940294 - 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.
Expand all | Collapse all

On This Page

SYMPTOMS

When you send an e-mail message to a Microsoft Dynamics CRM user in Microsoft Dynamics CRM 3.0, the Microsoft Dynamics CRM-Exchange E-mail Router cannot store the e-mail message. This problem occurs if the following conditions are true:
  • You use Microsoft Office Outlook 2007 to create the e-mail message.
  • A Microsoft Office Word 2007 document is attached to the e-mail message.
  • The Microsoft Dynamics CRM user has the Microsoft Dynamics CRM forwarding rule deployed.
When this problem occurs, the following error message is logged in the Application log on the Microsoft Exchange Server server:
Event Type: Error
Event Source: MSCRMExRouterService
Event Category: None
Event ID: 0
Date: Date
Time: Time
User: Not applicable
Computer: ComputerName
Description:
Microsoft.Crm.Tools.ExchangeConnectorService.ExchangeSinkServiceException: Delivering message: FW: No PDF in mailbox: crmsync failed (System.Web.Services.Protocols.SoapException: Server was unable to process request.
Note The Microsoft Dynamics CRM-Exchange E-mail Router is deployed on this Exchange Server server.

Additionally, you receive the following error message in the Microsoft Dynamics CRM platform trace:
Process: w3wp |Thread: 0272 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error |
COLEDataAccess::ExecuteParameterizedQuery File:
c:\bt\610\src\platform\include\omcommon\dataaccess.inl Line: 825 >Call to COleRecordSet::Open() failed. Query = update
ActivityMimeAttachment SET
Body=?,FileSize=?,FileName=?,MimeType=? where
ActivityMimeAttachmentId=? Error = 0x80040e57

CAUSE

This problem occurs because Outlook 2007 uses the following new MIME type for the Word 2007 document that is attached to the e-mail message:
application/vnd.openxmlformats-officedocument.wordprocessingml.document
The length of this MIME type exceeds the limitation that is specified in the MimeType property of the Microsoft Dynamics CRM e-mail attachment.

RESOLUTION

Update rollup information

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.

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, submit a request to 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 3.0

Microsoft Dynamics CRM client for Outlook
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
Crmnativeinteropproxy.dll3.0.5300.16833,399,18411-Oct-200700:37
Microsoft Dynamics CRM client for Outlook Compatibility Update
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
Crmnativeinteropproxy.dll3.0.5300.16833,399,18411-Oct-200700:37
Microsoft Dynamics CRM server
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
Crmnativeinteropproxy.dll3.0.5300.16833,399,18411-Oct-200700:37

Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers

Microsoft Dynamics CRM client for Outlook
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
Crmnativeinteropproxy.dll3.0.5745.11533,396,11219-Feb-200821:41
Microsoft Dynamics CRM client for Outlook Compatibility Update
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
Crmnativeinteropproxy.dll3.0.5745.11533,396,11219-Feb-200821:41
V3splacclientpatch30.mspNot applicable495,61619-Feb-200822:05
Microsoft Dynamics CRM server
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime
Crmnativeinteropproxy.dll3.0.5745.11533,396,11219-Feb-200821:41

Installation information

Install this hotfix on computers that are running the Microsoft Dynamics CRM 3.0 server software or the Microsoft Dynamics CRM client for Outlook.

Prerequisites

You must have Microsoft Dynamics CRM 3.0 installed to apply this hotfix. Additionally, you must have Update Rollup 2 for Microsoft Dynamics CRM 3.0 installed to apply this hotfix.
For more information about Update Rollup 2 for Microsoft Dynamics CRM 3.0, 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%\$NTUninstallKB940294$\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

For more information about software update terminology, click the following article number to view the article 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: 940294 - Last Review: January 20, 2012 - Revision: 3.4
APPLIES TO
  • Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers
Keywords: 
kbautohotfix kberrmsg kbmbsemail kbhotfixserver kbqfe kbmbsmigrate KB940294

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com