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Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:
256986 Description of the Microsoft Windows registry
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.
An e-mail address is unresolved in the From field on the e-mail activity detail form in Microsoft Dynamics CRM 3.0. However, the e-mail activity does appear on the History tab of the contact or of the account. This problem occurs when you receive an e-mail message in Microsoft Dynamics CRM from a contact or from an account that was converted from a lead. When you send an e-mail message from an existing Microsoft Dynamics CRM contact or account, the e-mail address does not resolve to the contact or to the account record. When you view the e-mail message in Microsoft Dynamics CRM, you receive the following error message:
The sender's email address could not be resolved to a record in the system. At least one recipient could not be resolved to a record in the system.
This problem occurs if you receive an e-mail message in Microsoft Dynamics CRM from an entity that has a duplicate e-mail address. For example, this problem occurs if you receive an e-mail message from a contact that has an e-mail address of email@example.com, and an existing user in Microsoft Dynamics CRM also has an e-mail address of firstname.lastname@example.org.
Note This problem typically occurs if you convert a lead to another entity in Microsoft Dynamics CRM. In this case, the same e-mail address exists in both records.
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:
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.
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.
Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.Install this hotfix on computers that are running the server components of Microsoft Dynamics CRM 3.0.To enable this hotfix, follow these steps:
On the Microsoft CRM server, click Start, click Run, type regedit, and then click OK.
Locate and then select the following registry subkey:
On the Edit menu, point to New, and then click DWORD Value.
Type DisableSenderMultiMatching, and then press ENTER.
Right-click DisableSenderMultiMatching, and then click Modify.
In the Value data box, type 1 , and then click OK.
On the File menu, click Exit.
Note A value of 1 enables Microsoft CRM to resolve the e-mail address if a duplicate e-mail address exists. The e-mail address that is first resolved is the address that is used and that appears in the From field on the e-mail message.
You must have Microsoft Dynamics CRM 3.0 installed to apply this hotfix.
If you are prompted, restart the computer after you install the hotfix.
To remove this hotfix from a computer that is running Microsoft Dynamics CRM 3.0, use Add or Remove Programs in Control Panel.
To work around this problem, manually resolve the e-mail address in the From field on the e-mail activity detail form. However, each subsequent e-mail message that you receive from the contact or from the account will have an unresolved e-mail address in the From field on the e-mail activity detail form.
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