Troubleshooting e-mail in Microsoft Dynamics CRM 3.0 Updated: June 1, 2007 Find answers to common questions that arise while working in Microsoft Dynamics CRM with e-mail. As we identify new solutions to common issues, we'll update this page. For additional assistance, visit the Microsoft Dynamics CRM community or the Microsoft CRM Sandbox.
General e-mail issues| Q. | How do I remove e-mail messages from my In Progress queue? | | A. | To remove e-mail messages from a queue, delete them from the queue list in the Web client. Select the messages and then, on the Actions toolbar, click Delete. Unlike other activities in the queues, they are not deleted from Microsoft Dynamics CRM. Do not open the message and delete, or the message will be deleted completely. You can also delete messages completely from Microsoft Dynamics CRM by deleting them in the Activities area. You cannot delete messages from queues in Microsoft Dynamics CRM client for Outlook, except to open the record and delete the record completely. | | Q. | How do I add attachments to e-mail messages and e-mail templates? | | A. | You can add an attachment to an individual e-mail message by saving the e-mail first. After you save the e-mail, the New button appears on the Attachments tab. You cannot add an attachment to the Microsoft Dynamics CRM e-mail templates, which means that an attachment cannot be used for bulk mailing using Send Direct E-mail. | | Q. | Why doesn't my e-mail campaign activity create the e-mail messages to send? When I click the Distribute button in the e-mail, an alert displays “Campaign Activity (In Progress),” but no e-mail messages are created. | | A. | The Workflow Service may not be running. Follow these steps to start it. If you do not have the privileges to complete this task, contact your system administrator. 1. | Click Start, point to All Programs, point to Administrative Tools, and then click Services. | 2. | Locate the Microsoft CRM Workflow Service. Does the Status column display Started? | • | If yes, delete the failed campaign, and then recreate it. | | • | If no, right-click Microsoft CRM Workflow Service, and then click Properties. |
| 3. | Make sure Startup type is set to Automatic, and then on the Log on tab, do one of the following: | • | If you are running Microsoft Windows Server 2003, click This Account, and then type NT AUTHORITY\NETWORKSERVICE. | | • | If you are running Microsoft Windows 2000 Server, click Local System account, and then click OK. |
| 4. | Right-click Microsoft CRM Workflow Service, click Start, and then do one of the following: | • | If the Workflow Service starts, check the status of the campaign to see if it is complete. If not, delete the campaign, and recreate it. | | • | If the Workflow Service does not start, contact Customer Service and Support for assistance. |
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| | Q. | Why do some e-mail attachments appear to have corrupted extended characters in the file name? | | A. | The file is not corrupted, but may appear this way when opened in Microsoft Dynamics CRM. You can view the file without the corrupted characters by saving the attachment to your desktop and then opening it. 1. | Open the record with the attachment. | 2. | On the Notes tab, in the Notes area, click the file name of the attachment you want. If the Note: File Attachment dialog box opens, click Save and Close to close it. | 3. | In the File Download dialog box, click Save. | 4. | Select a location and then click Save. | 5. | Navigate to the location and open the file. |
| | Q. | Why don't all of my Microsoft Dynamics CRM contacts appear in the address book? | | A. | Only those contacts with a valid e-mail address appear in the Microsoft Dynamics CRM address book. | | Q. | Why do some e-mail addresses in the Send or From lines appear in red text? | | A. | A red e-mail address and red icon indicates that the address does not match any record in Microsoft Dynamics CRM. There are two reasons why an e-mail address can be in this state. | • | The e-mail address is not in Microsoft Dynamics CRM.
When you resolve the address, you can create a new account, contact, or lead with that e-mail address. New users need to be added by the system administrator before they can be resolved to the address. | | • | The e-mail address is used by more than one record, for example for both a contact and a user.
Microsoft Dynamics CRM is unable to determine which account to associate with the activity. When you resolve the address, you can select the appropriate account, contact, lead, or user. |
To resolve an address, open the e-mail activity record and then double-click the address. The Resolve Address dialog box opens. | | Q. | What are the extra numbers in the Subject line of my e-mail messages and how do I get rid of them? | | A. | The tracking token, which appears as a series of numbers and letters after the subject line, is required to link records between Microsoft Dynamics CRM client for Outlook and Microsoft Dynamics CRM. It is generated automatically and cannot be removed from existing e-mail messages. If you do not wish the token to appear in future messages, you have the following options, both of which are system-wide: | • | Turn off the tracking token, which turns off automatic tracking for individual items. This includes automatic response, unsubscribe, and acknowledge capabilities. | | • | Turn off the tracking token, and accept all incoming e-mail messages as Microsoft Dynamics CRM activities. This does not enable the marketing features. Both of these options are set in the System Settings area. (In the Settings area, click Organization Settings, and then click System Settings.) If you do not want to lose the functionality provided by the tracking token, you can shorten the tag by editing the autonumbering options for the tracking token. (In the Settings area, click Organization Settings, and then click Auto-Numbering.) |
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Sending and receiving e-mail issues| Q. | How do I e-mail a group of contacts or accounts, without having to go into each individual record and click Send? | | A. | There are several ways to accomplish this task: | • | If you are working in Microsoft Dynamics CRM client for Outlook, you can select multiple accounts or contacts, and then in the Actions toolbar, click Mail Merge. Mail merge uses Microsoft Word templates. For more information, see the online Help topic, “Create a mail merge document using Microsoft Word.” | | • | If you are using the Microsoft Dynamics CRM Web client, you can select multiple accounts or contacts, and then on the Actions toolbar, click Send Direct E-mail. The direct e-mail feature uses Microsoft Dynamics CRM e-mail templates. For more information, see the online Help topic, “Send direct e-mail to customers.” | | • | You can also use Advanced Find to find a list of recipients (either contacts or accounts). This has the advantage that you can also filter out recipients without e-mail addresses. After you find the recipients, select the recipients, and then on the Actions toolbar, click Send Direct E-mail. |
Tip: Microsoft Dynamics CRM processes records a page at a time. You can increase the number of the displayed records per page in Personal Options. | | Q. | When I send an e-mail message to someone in my organization, why are two e-mail activities created? | | A. | Microsoft Dynamics CRM is designed to create multiple e-mail activities for e-mail messages sent to users inside your organization, one activity for the person creating the e-mail activity and one activity for every recipient. You can turn off this feature. 1. | In the Settings area, click Organization Settings. | 2. | On the Organization Settings page, click System Settings. | 3. | On the E-mail Tracking tab, set the option to No. | 4. | Click OK. |
| | Q. | Why can’t users send or receive Microsoft Dynamics CRM e-mail or why do users receive the following error messages when they try to send or promote an e-mail message? | | | • | When users send an e-mail message from Microsoft Outlook, they receive the following error message: “An error has occurred. For more information, contact your system administrator. Do you want to send the e-mail?” | | • | When users promote an e-mail message in Microsoft Outlook, they receive the error message: “An error has occurred. For more information, contact your system administrator.” | | • | When users send an e-mail message from Microsoft Office Outlook Web Access, they receive the error message: “Microsoft CRM Unhandled Error Details: Server Error in '/' Application.” |
| | A. | This issue may occur if the e-mail tracking token prefix value is set to null in the System Settings area. Resetting the prefix value does not resolve the issue. To resolve this issue, determine whether this issue is caused by the prefix value. For more information, including an update for this issue, view the Microsoft Knowledge Base article, “You receive error messages when you try to send or promote an e-mail message in Microsoft CRM 3.0” (http://support.microsoft.com/kb/910242/en-us). | | Q. | Why are "E-mail was determined to have none of its recipients match" or "Server was unable to process request" error messages logged in the event log? | | A. | This issue occurs if the computer account for the Exchange server is not a member of the PrivUser group in the Active Directory directory service or if the Microsoft CRM-Exchange E-Mail Router Service logging level is set too high. For more information about this issue including a resolution, view the Microsoft Knowledge Base article 908390 (http://support.microsoft.com/kb/908390/en-us). | Q.
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Sending e-mail from marketing campaigns issues| Q. | Can I send bulk e-mail through a quick campaign? I don’t see the Send Direct E-mail button. | | A. | Direct e-mail is not enabled by default. To enable direct e-mail, in the System Settings form, on the Marketing tab, set Enable Direct E-mail via Mail Merge to Yes. After you close and reopen Microsoft Dynamics CRM, the button will appear. | | Q. | When I create an e-mail activity for a quick campaign, why aren't my e-mail messages sent? | | A. | When you create a quick campaign from the Web application, Microsoft Dynamics CRM will not send an activity automatically. In a quick campaign, you create activities that you assign to a specific person, such as a sales representative, to follow up on. For example, if you create an e-mail quick campaign, whoever is the assigned owner must send the e-mail. The owner must open and send each e-mail message. If your organization wants to send all e-mail activities for a quick campaign automatically rather than sending them manually, your system administrator must install a special update. Whether to install this update is a business decision that depends on how your organization wants to handle quick campaign e-mail messages – either manually or automatically. For more information about how to obtain and install this update, see KB 911520 on the Microsoft Support Web site. Alternatively, you can use mail merge in Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook to complete fax, letter, and e-mail quick campaigns. | | Q. | Why aren't my e-mail messages sent from a campaign? | | A. | If the Microsoft CRM Workflow Service is not running, Microsoft Dynamics CRM doesn't send e-mail messages for a campaign. 1. | Click Start, point to All Programs, point to Administrative Tools, and then click Services. | 2. | Locate the Microsoft CRM Workflow Service. | 3. | If the Status column shows Started, delete the campaign, and then recreate it. If not, right-click Microsoft CRM Workflow Service, and then click Properties. Make sure the Startup type is set to Automatic, and then click the Log On tab. | 4. | If you are running Microsoft Windows Server 2003, click This Account, and then type NTAUTHORITY\NETWORK SERVICE. | 5. | If you are running Microsoft Windows 2000 Server, select the Local Services account. | 6. | Click OK. | 7. | Right-click Microsoft CRM Workflow Service, and then click Start. If the service starts, check the campaign status to see if it has completed. If it hasn't, delete the campaign, and then recreate the campaign. | 8. | If the Microsoft CRM Workflow Service doesn't start, contact product support for assistance. |
| | Q. | Why can’t users send or receive Microsoft Dynamics CRM e-mail or why do users receive the following error messages when they try to send or promote an e-mail message? | | | • | When users send an e-mail message from Microsoft Outlook, they receive the following error message “An error has occurred. For more information, contact your system administrator. Do you want to send the e-mail?” | | • | When users promote an e-mail message in Microsoft Outlook, they receive the error message “An error has occurred. For more information, contact your system administrator.” | | • | When users send an e-mail message from Microsoft Office Outlook Web Access, they receive the error message “Microsoft CRM Unhandled Error Details: Server Error in '/' Application.” |
| | A. | This issue may occur if the e-mail tracking token prefix value is set to null in the System Settings area. Resetting the prefix value does not resolve the issue. To resolve this issue, determine whether this issue is caused by the prefix value. For more information, including an update for this issue, view the Microsoft Knowledge Base article, “You receive error messages when you try to send or promote an e-mail message in Microsoft CRM 3.0” (http://support.microsoft.com/kb/910242/en-us). | Q.
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