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Unable to track e-mails in CRM 2011 Online

  • 项目

Summary

Customer is using CRM 2011 Online in combination with Outlook client. When customer tries in Outlook to track emails to CRM, this does fail with error.

Error Message:
"The requested record was not found or you do not have sufficient permissions to view it."

In addition there is also an entry in application event log.

Event log entry:
“An error occurred while promoting a Microsoft CRM e-mail message. Restart Microsoft Outlook and try again. HR=0x80040217. Context=. Function=CMailItemHelper::HrPromoteMailItemInCrm. Line=1627.“

This behaviour can happen, when the same Live ID was used to sign up different organizations. If this specific Live ID is now used on the TO or CC line, tracking of mails might fail.

It might also happen with other objects such as appointments.

In addition the error might occur, when only one CRM organization does exist, but different Live IDs where used / configured on the same client machine.

Microsoft has confirmed that this is a problem in CRM 2011 Online environment. The error is not existent in CRM 2011 On Premise environment.

A fix will be included in version 05.00.9688.1028 or higher.

Currently deployment of fix is planned for CRM 2011 Online Server side during March update cycle.

Workaround

In the meantime you can work around the issue by avoiding usage of the Live ID on TO or CC line, which was used to setup the organization.

Step to reproduce:

1. Sign up for CRM online at https://crm.dynamics.com using a Live ID and create a new organization.

2. Install Office14, Outlook client and Hotmail Connector and configure Outlook profile with the same Hotmail ID as above, using Hotmail Connector.

3. Configure CRM add-on against the organization created in step 1.

4. Try to track and untrack an email.

Result: Track and untrack does fail.

 

Best Regards

Dynamics CRM Team

Comments

  • Anonymous
    February 28, 2011
    I receive a  LOT of value from getting these types of notifications.  Thank you!

  • Anonymous
    March 03, 2011
    Any idea when the March update is going to occur? This is causing us major issues.

  • Anonymous
    March 10, 2011
    We have the same problem with the e-mail router. We configure 3 account, but the e-mail routing of the account that initialize CRM doesn't work. The other 2 account works correctly.

  • Anonymous
    March 28, 2011
    Is there any update on this fix being applied?  It appears that CRM Online is still running 5.0.9688.590

  • Anonymous
    January 26, 2012
    This issue does indeed occur on on premise CRM2011  - even with Rollup 6 installed .  Still trying to track does which of the so called fixes fixes the problem

  • Anonymous
    February 27, 2013
    I agree with Peter, We encounter the issue often and it's a random event.  Determined it was related to the way CRM synchronizes, but have been unable to pinpoint it or find a solid solution or fix. We keep hoping the next roll-up will address it  and so far we are up to UR11 and still have the problem.

  • Anonymous
    June 17, 2013
    We experience this too with CRM 2011 on-premise rollup 12

  • Anonymous
    April 30, 2014
    We had the issue with On-Premise 2011 for some users who were trying to post track sent items. The only common factor we found was it only affected those users who had 'personal' queues (most had been removed). By removing those queues, the users were instantly able to track without the permissions error message appearing.