Outlook stops responding when you track an Outlook contact in the Microsoft Dynamics CRM 4.0 client for Outlook

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Article ID: 948045 - View products that this article applies to.
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SYMPTOMS

When you track a Microsoft Office Outlook contact in the Microsoft Dynamics CRM 4.0 client for Microsoft Office Outlook, Outlook stops responding. This problem occurs if the following conditions are true:
  • The contact contains a birth date or an anniversary date.
  • You convert the birth date or the anniversary date to Coordinated Universal Time (UTC), and the date is earlier than January 1, 1970.
If you enable platform tracing, an error message that resembles the following error message is logged in the trace file:
Process:OUTLOOK |Thread:2012 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | hr = 0x80070057. General Function:
COutlookSyncManager::BackgroundSync File: c:\bt\1690\src\application\outlook\addin\outlooksyncmanager.cpp
Line: 757
Notes
  • By default, the trace file is in the following directory of the Microsoft Dynamics CRM client user's profile:
    \Application Data\Microsoft\MSCRM\Traces
  • The file name resembles the following file name:
    OUTLOOK-Date.log
    The Date placeholder represents the actual date on which the file is created. For example, the file name may be OUTLOOK-20080120.log.
Additionally, error messages that resemble the following error messages are logged in the Application event log.
Error message 1

Source: MSCRMAddin
Category: None
EventID: 5922
Level: Error
Description: "An error occurred with the Microsoft CRM Outlook add-in. Restart Microsoft Outlook and try again. HR=0x80070057. Context = General.
Function=COutlookSyncManager::BackgroundSync. Line=757
For more information,see Help and support Center at http://go.microsoft.com/fwlink/events.asp.

Error message 2

Source: Application
Error EventID: 1000
Category: (100)
Level: Error
Description: " Faulting application OUTLOOK.EXE, version 12.0.6212.1000, time stamp 0x46e03e45, faulting module kernel32.dll, version 6.0.6000.16386, time stamp 0x4549bd80, exception code 0xe06d7363, fault offset 0x0001b09e, process id 0xd6c, application start time 0x01c8584aca21f8ae.

RESOLUTION

This problem is fixed in the latest cumulative update rollup for Microsoft Dynamics CRM 4.0. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
949256 Microsoft Dynamics CRM 4.0 updates and hotfixes

MORE INFORMATION

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756 How to back up and restore the registry in Windows


To suppress appointment reminders for appointments that are older than a specified time, follow these steps:
  1. Click Start, click Run, type regedit, and then click OK.
  2. Locate and then click the following registry subkey:
    HKEY_CURRENT_USER\Software\Microsoft\MSCRMClient
  3. If the following registry entry does not exist, create the registry entry as a REG_DWORD key:
    AppointmentSuppressReminders
  4. Double-click AppointmentSuppressReminders.
  5. In the Edit DWORD Value dialog box, click Decimal, and then type a value in seconds in the Value data field. For example, if you want to suppress appointment reminders for appointments that are older than seven days, type 604800 in the Value data field.

    Note The following formula is used to calculate this value:
    7 × 24 × 60 × 60 = 604,800
To suppress task reminders for tasks that are older than a specified time, follow these steps:
  1. Click Start, click Run, type regedit, and then click OK.
  2. Locate and then click the following registry subkey:
    HKEY_CURRENT_USER\Software\Microsoft\MSCRMClient
  3. If the following registry entry does not exist, create the registry entry as a REG_DWORD key:
    TaskSuppressReminders
  4. Double-click TaskSuppressReminders.
  5. In the Edit DWORD Value dialog box, click Decimal, and then type a value in seconds in the Value data field. For example, if you want to suppress task reminders for tasks that are older than seven days, type 604800 in the Value data field.
For more information about how to enable tracing in Microsoft Dynamics CRM, click the following article number to view the article in the Microsoft Knowledge Base:
907490 How to enable tracing in Microsoft Dynamics CRM
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: 948045 - Last Review: January 20, 2012 - Revision: 3.2
APPLIES TO
  • Microsoft Dynamics CRM 4.0
  • Microsoft Dynamics CRM for Microsoft Office Outlook, when used with:
    • Microsoft Dynamics CRM 4.0
Keywords: 
kbautohotfix kberrmsg kbhotfixserver kbqfe kbmbsmigrate KB948045

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