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Consider the following scenario:

  • You run an application that uses the Microsoft Customer Care Framework 2009 Service Pack 1 (SP1) quick fix engineering (QFE) client.

  • You do not configure any non-hosted applications.

  • You start the Customer Care Framework client.

In this scenario, you receive an error message that resembles the following:

root element is missing.


This issue occurs because the Customer Care Framework client does not check whether the list of non-hosted applications is null when the client retrieves the list. When you start the client, the startNonHostedApplicationsClient_GetNonHostedApplicationsCompleted method in the Microsoft.Ccf.Desktop.UI.Core assembly starts. The method is used to check the list of non-hosted applications. However, the method does not check whether the list is null. This causes the error that is described in the “Symptoms” section.


Hotfix information

A supported hotfix is now available from Microsoft. However, it is intended to correct only the problem that this article describes. Apply it only to systems that are experiencing this specific problem.

To resolve this problem, contact Microsoft Customer Support Services to obtain the hotfix. For a complete list of Microsoft Customer Support Services telephone numbers and information about support costs, visit the following Microsoft Web site: In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.


You must have CCF 2009 SP1 Quick Fix Engineering (QFE) installed to apply this hotfix.

Restart requirement

You do not have to restart the computer after you apply the hotfix if the affected files are not being used.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

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.

File name

File version

File size





Not applicable

Not applicable

Not applicable

Not applicable

Not applicable


Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

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