track mail error crm 2011 RU7 outlook 2010 sp1 exchange 2007RU6

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• 2012. április 27. 21:22

   

   
  

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  Hi Daniel,

  I'm also getting this message. It looks like Outlook or CRM can't get the SMTP address for the emails that are erroring. It may be related to Outlook auto-complete or Address Book...

  When you do a manual sync, you might also see the Errors tab showing the emails that are having errors. It'll list the emails with the errors, and it'll say "An unknown error occurred while synchronizing data..." but this will be elaborated in the Outlook client trace file (which you posted).

  Can you let me know if you find something that helps you with this? I'll let you know if I find anything on this.

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• 2012. május 2. 8:00

   

   
  

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  Hi Allan2011,

  yes this is the full message..

  Of course I will update you, but I hope that someone else knows about this issue or how to solve, because I don´t have more ideas, only to open a case

  ---

  gruss Daniel Ovadia MBSS - Microsoft Dynamics CRM MCNPS

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• 2012. május 2. 17:08

   

   
  

  1

  I tried this, but haven't confirmed if it works or not:

  You might try clear out the AutoComplete by clicking the "Empty Auto-Complete List" button in Outlook Options > Mail.

  Then you can clear the  Outlook Address Book by deleting the old Offline Address Book file in path %userprofile%\AppData\Local\Microsoft\Outlook\Offline Address Books. Just delete the folder contained in that path (it shows a GUID).

  Then you download the Offline Address Book again by clicking Send/Receive tab in Outlook, then click Send/Receive Groups, then click Download Address Book and click OK.  Verify that the new address book folder (showing a GUID) is created in %userprofile%\AppData\Local\Microsoft\Outlook\Offline Address Books.

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• 2012. május 3. 7:20

   

   
  

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  Hi Alan,

  this does not solve, also I checked on another "fresh" client, same issue here.

  Also the tracefile same error message and servertrace nothing..

  Exception occurred while retriving a recipient's email address: System.Runtime.InteropServices.COMException (0x8004010F): Die http://schemas.microsoft.com/mapi/proptag/0x39fe001f-Property is unknown or not found.

  TraceException: Unhandled Exception: System.NullReferenceException: Object reference not set to an instance of an object.

  Exception: System.Runtime.InteropServices.COMException (0x80040203): Resource not found(-2147467261).

  :-( More Ideas?

  ---

  gruss Daniel Ovadia MBSS - Microsoft Dynamics CRM MCNPS

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• 2012. május 3. 16:20

   

   
  

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  Hi Daniel,

  I'm also getting "Resource not found(-2147467261)" in the Outlook client trace file too, but also for the Appointments entity for a different person's computer.  When doing a manual sync, it shows a list of appointments that failed to sync and says "An unknown error has occurred...".  I'm troubleshooting this one now with some people and will know more soon.

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• 2012. május 16. 20:28

   

   
  

  1

  Daniel,

  Try this:

  1) For the emails that are giving this sync error, search the Outlook mailbox (e.g. Sent Items) folder for the emails getting the error, click UnTrack and then Track. When I tried this, it removed the "An unknown error has occurred." for the individual emails.
  

  2) I haven't confirmed if these work or not, but you can also try clear out IE temporary files. Clear out CRM diagnostics temporary files. Clear out the *.SDF files from the MSCRM folders.

  3) Untrack and re-track the specific Outlook items that have the unknown error.

  4) Try reconfigure or reinstall CRM for Outlook.

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• 2012. május 21. 7:52

   

   
  

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  Hi Allan,

  1) the error comes when i try to track, not only for already tracked items, the already tracked items i have the workaround to remove the items from outlook, do a manual sync and insert it after again.

  2) tried, also a fresh client

  3) possible for already tracked...

  4) did few times, not solve the issue

  If somebody have this error code please post or solution :) tx

  ---

  gruss Daniel Ovadia MBSS - Microsoft Dynamics CRM MCNPS

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• 2012. július 16. 21:57

   

   
  

  1

  My unknown sync errors for appointments were resolved. My error was caused by having my test environment in a different domain than the other users (e.g. email1@ABC.com instead of email1@XYZ.com).

  You're getting this error, which says CRM for Outlook can't find one or more of the email addresses in the email so it can't promote it to CRM.

  >Exception occurred while retriving a recipient's email address: System.Runtime.InteropServices.COMException (0x8004010F): Die http://schemas.microsoft.com/mapi/proptag/0x39fe001f-Eigenschaft ist unbekannt oder wurde nicht gefunden.

  Did you check the "Outlook Properties" of each of the email parties in the FROM, TO, CC lines of the email? Go to the E-Mail Addresses tab of each person in the email and check if they have an SMTP email address listed there. Is there an SMTP email address listed for every recipient or sender or person? One of the parties of the email might be missing an actual email address and/or were removed from the Exchange server.

  Also, did the company change Exchange servers recently? Emails from an old exchange server, but still in their inbox, may not be able to be promoted to CRM because it can remove the FROM, TO, CC SMTP email addresses.

  
  

  • Szerkesztette: An2011 2012. július 16. 21:59 edit
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• 2012. július 18. 6:32

   

   
  

  1
  I am getting this same error with CRM 2011 update rollup 8 with Outlook 2013. We should be able to track any email into CRM so that for instance we can create a 'CRM Case' from the tracked email.
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• 2012. július 18. 14:22

   

   
  

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  I'm also getting this problem on CRM Online.  It had been workingk OK with the 64 bit Outlook client but I reinstalled to the 32 bit version of Office 2010 for other reasons, and since then I get this error.   Emails that were already tracked can be untracked and retracked fine, yet knew ones wih the same email address fail.  I've tried reinstalling CRM for Outlook but it made no difference.  The relevant part of the trace is:

  [2012-07-18 14:45:35.754] Process:OUTLOOK |Organization:8c04a6b6-a8e9-459c-a7d9-27de5f91305d |Thread:  151 |Category: Application.Outlook |User: 00000000-0000-0000-0000-000000000000 |Level: Error |ReqId:  | OutlookItemWrapper.GetSmtpAddress
   at OutlookItemWrapper.GetSmtpAddress(Recipient recipient)
   at OutlookItemWrapper.DecodeRecipientEmailAddress(PropValue mapiEntryId, PropValue altId, PropValue emailValue, PropValue emailType, String& displayName)
   at OutlookItemWrapper.GetOutlookRecipients(Object itemWrapper, Object messageItem)
   at OutlookItemWrapper.GenerateCrmPartyInfo(Guid entityId, IClientOrganizationContext context, Object messageItem, IDynamicEntityForOutlook dynamicEntity)
   at EmailForOutlook.Microsoft.Crm.Application.SMWrappers.IEmailForOutlook.GenerateCrmPartyInfo(String entityId, Object messageItem, IDynamicEntityForOutlook dynamicEntity)
   at ThreadsSupport.ExecuteThreadProc(ThreadProc threadProc, IntPtr parameter)
  >Exception occurred while retriving a recipient's email address: System.Runtime.InteropServices.COMException (0x8004010F): The property "http://schemas.microsoft.com/mapi/proptag/0x39fe001f" is unknown or cannot be found.
     at Microsoft.Office.Interop.Outlook._PropertyAccessor.GetProperty(String SchemaName)
     at Microsoft.Crm.Outlook.OutlookItemWrapper.GetSmtpAddress(Recipient recipient)

  Any suggestions welcome.

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• 2012. július 18. 14:59

   

   
  

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  For this:

  >Exception occurred while retriving a recipient's email address: System.Runtime.InteropServices.COMException (0x8004010F): The property "http://schemas.microsoft.com/mapi/proptag/0x39fe001f" is unknown or cannot be found.

  Try this:

  In Outlook, clear the auto-complete and refresh the Outlook Address Book.

  
  Steps for Windows 7 and Outlook 2010:

  1. In Outlook 2010 Options, click the button called “Empty Auto-Complete List”.
  2. Close Outlook completely.
  3. In Windows, go to the following path: %userprofile%\AppData\Local\Microsoft\Outlook\Offline Address Books.
  4. Delete the folder contained in there, which should be named as a GUID (e.g. a422ed83-4h31-4778-ao22-b6e78ssew0a9).
  5. In Outlook, click the Send/Receive tab
  6. Click Send/Receive Groups
  7. Click Download Address Book
  8. Click OK.
  9. In Windows, verify if the new folder with a GUID name is generated under %userprofile%\AppData\Local\Microsoft\Outlook\Offline Address Books.

  NOTE: When writing new emails, the auto-complete won't work until it's auto-populated after sending e-mails. When creating a new email, you will need to click the TO button, or the Address Book button in the ribbon, in order to add recipients.

  
  

  • Szerkesztette: An2011 2012. július 18. 15:00
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• 2012. július 19. 7:54

   

   
  

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  Hi @ll,

  thanks for you´re suggestions, but this doesn´t solve for us the issue. More Ideas are welcome :)

  The only workaround that definetly works is to forward the email to myself and track then, we can live with this workaround but a solution would be much more appreciated.

  ---

  gruss Daniel Ovadia MBSS - Microsoft Dynamics CRM MCNPS

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• 2012. július 19. 15:24

   

   
  

  1

  It looks like you have an SMTP email address issue where CRM for Outlook cannot find the email addresses in the email.

  You said: "The error does not occure for every email, just for some mails, but different domainendings.."
  Are the emails from people outside of the company, or are they all users in the company? Do the parties shown in the email FROM, TO, CC lines have SMTP email addresses in the Outlook Properties?

  Are you trying to track the email from an environment where the CRM user you are configured with is in a different Active Directory domain than the other CRM users, and where they are on a different Exchange server? For example, you will get the same unknown sync errors and "resource not found" messages if you set up a test environment and try to sync down Appointments from a CRM user in a different AD domain and Exchange than the other users. You would need to set up the configured CRM user as an Exchange user and AD user on their network in order for local Outlook items (e.g. appointments, emails) to sync properly with CRM. If your Outlook email account is not in their Exchange and Active Directory, you will have problems syncing with CRM. This is what caused the same error messages for me (but for the Appointment entity), and it may be the same case for you.  Otherwise, I recommend opening a Microsoft support case.

  • Megjelölte válaszként: Daniel Ovadia 2012. július 20. 7:35
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• 2012. július 20. 7:35

   

   
  

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  I think you got it, thanks a lot!

  ---

  gruss Daniel Ovadia MBSS - Microsoft Dynamics CRM MCNPS

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• 2012. július 20. 14:41

   

   
  

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  Which one was it for you? Was it the SMTP email addresses being missing from the Outlook properties, or was it an AD/Exchange issue?

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• 2012. július 20. 14:49

   

   
  

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  Unfortunately for me it is both...

  ---

  gruss Daniel Ovadia MBSS - Microsoft Dynamics CRM MCNPS

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• 2012. július 20. 15:06

   

   
  

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  I've found that sometimes if a company changes Exchange servers, it can remove the SMTP email addresses of the Exchange users from the old emails (there might be a way to avoid this but I don't know the method). I think it might also happen if they delete an Exchange user, but I haven't tested that to confirm. 

  If the SMTP email address is missing in the email FROM/TO/CC lines where it's a current or former Exchange user, there *might* be a way to re-populate the SMTP information but I'm not sure how. 

  Have you tried inserting the SMTP email addresses into the non-Exchange parties of the emails that failed to track through the Outlook Properties of the email FROM/TO/CC? Otherwise, I think there's nothing you can do about missing SMTP email addresses except track emails moving forward. You could resend the emails to yourself, then track.

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• 2012. július 23. 7:27

   

   
  

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  hi allan,

  no, i did wrote a knowledgebase article for our customers, if they will run into this issue, just forward the mail to themself, with some explanation of what u had wrote above :)

  we will migrate next month´s to exchange 2010, maybe when we are run the new version, those errors will go away or not. Because this issue is to low to open a a case, everybody will give us this workaround and a business impact, I really don´t see.. Thank you!

  ---

  gruss Daniel Ovadia MBSS - Microsoft Dynamics CRM MCNPS

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• 2012. július 23. 15:44

   

   
  

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  Thanks Daniel, good luck!  Microsoft support helped me on my appointment syncing issue, so you might open a case if you really need to get to the bottom of it for emails.

  
  

  • Szerkesztette: An2011 2012. július 25. 19:37
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