Error message when you track a Rich Text Format e-mail message in Microsoft Dynamics CRM client for Outlook: "An error occurred promoting this item to Microsoft CRM"

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Symptoms
When you track an e-mail message that is in the Rich Text Format in Microsoft Dynamics CRM client for Outlook (the Outlook client), you receive the following error message:
An error occurred promoting this item to Microsoft CRM. The Microsoft CRM server could not be contacted or the user has insufficient permissions to perform this action. Do you want to send the e-mail? If you click Yes, the e-mail will be sent out, but no corresponding activity will be created in Microsoft CRM.

Additionally, the e-mail message is not promoted to the Microsoft Dynamics CRM 3.0 server.

This problem occurs if the following conditions are true:
  • You use the Rich Text Format for the e-mail messages.
  • You do not use Microsoft Word as your e-mail editor.
  • You do not use Word to read the Rich Text Format e-mail messages.
  • The e-mail message contains an image.
If you use Word to edit and read the Rich Text Format e-mail messages, the e-mail message is promoted to the Microsoft Dynamics CRM 3.0 server. However, a corresponding e-mail activity in the Microsoft Dynamics CRM 3.0 server does not contain the image.
Resolution
This problem is fixed in Microsoft Dynamics CRM 3.0 Update Rollup 2. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
927751 Update Rollup 2 is available for Microsoft Dynamics CRM 3.0

Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers

This problem is fixed in Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers Update Rollup 2. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
944373 Update Rollup 2 for Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers is available

Microsoft Dynamics CRM 3.0, Japanese or Chinese version

This problem is fixed in the Chinese Simplified version of Microsoft Dynamics CRM 3.0 and in the Japanese version of Microsoft Dynamics CRM 3.0 Update Rollup 2. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
944372 Update Rollup 2 for the Chinese Simplified version of Microsoft Dynamics CRM 3.0 and for the Japanese version of Microsoft Dynamics CRM 3.0 is available
More information
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: 925532 - Last Review: 01/16/2015 02:03:40 - Revision: 3.0

Microsoft CRM client for Microsoft Office Outlook

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