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Mail merge stopping without sending all the e-mails

    Question

  • Hi,

    One of our customers is having big problems sending a mail merge.  Each time she tries, it sends just a few (sometimes just one) of the 2500+ emails and then stops, despite not sending most of the emails it was supposed to.  There are no errors displayed, however we do see the message that CRM has created the activities successfully.  We have now applied Rollup 12 on the Server and Client.

    We already tried completely reinstalling the client (with update rollup 12) however the issue is still occurring. 

    I have seen previous posts suggesting to turn off the activites / "unsubscribe" link, however the customer needs the unsubscribe link so does not want to do this.

    The issue is occurring for all users in the organisation, and from all machines.  The Diagnostic tool doesn't find anything.

    I have already checked that their e-mail router is working (the tests are fine).

    What else might be causing this please?  What could we check?

    Thanks,
    Becky

     

     


    The CRM Business - a UK based Microsoft Gold Certified partner http://www.thecrmbusiness.com
    Wednesday, August 11, 2010 2:06 PM

Answers

  • Hi,

    Just a quick update on this:

    The problem seems to lie in the creation of the Activities in CRM to track these messages.  We tried sending some of the e-mails through the web client (i.e. without the automatic activity creation / unsubscribe link) and they all went out fine.  We then sent another merge through the Outlook client, but WITHOUT the activities / unsubscribes selected and again it worked fine.  The problem only occurs when the options are selected to create activities in CRM and add the unsubscribe link.

    Still need to resolve this, as our customer needs this functionality, but we are now at least able to send the mailing with a manual unsubscribe option and then track the sent messages in CRM afterwards.

    Still performing more tests and working with MS Support to understand what is going on here.

    Becky


    The CRM Business - a UK based Microsoft Gold Certified partner http://www.thecrmbusiness.com
    • Marked as answer by Jim Glass Jr Friday, August 13, 2010 4:22 PM
    Friday, August 13, 2010 2:27 PM

All replies

  • Becky,

    One thing we have seen is if there is a difference between the users' outlook formatting options (html, plain text, rich text) and the option that is selected in the mail merge template the emails will not be created/sent.

    To fix make sure that the user sending the email has their default email configuration set for HTML.


    Jerry http://www.crminnovation.com
    Wednesday, August 11, 2010 2:19 PM
  • Another think you can check is the application error log on the user's machine.  Are all users running the same OS & Office version?  If so what is the OS & Office version running?

    Regards, Donna

    Thursday, August 12, 2010 5:24 PM
  • Hi both,

    Thanks for the replies. 

    We are working with MS support on this now (the issue is currently still ongoing) as the customer has some mailings which need to go out urgently.

    The office was newly set up about 6 months ago - all of the machines are on Win7 / Office 2007.  The machine we are focussing on has Office SP2 installed.

    We already checked the event logs on both client and server, but there are no clues in there.

    Thanks,

    Becky

     


    The CRM Business - a UK based Microsoft Gold Certified partner http://www.thecrmbusiness.com
    Thursday, August 12, 2010 8:02 PM
  • Thank you for the update Becky, I'll be interested in learning the solution if you don't mind updating the post when you have a fix.

    Regards, Donna

    Thursday, August 12, 2010 9:24 PM
  • Will do - no news yet though, MS Support are now escalating...
    The CRM Business - a UK based Microsoft Gold Certified partner http://www.thecrmbusiness.com
    Friday, August 13, 2010 9:05 AM
  • Hi,

    Just a quick update on this:

    The problem seems to lie in the creation of the Activities in CRM to track these messages.  We tried sending some of the e-mails through the web client (i.e. without the automatic activity creation / unsubscribe link) and they all went out fine.  We then sent another merge through the Outlook client, but WITHOUT the activities / unsubscribes selected and again it worked fine.  The problem only occurs when the options are selected to create activities in CRM and add the unsubscribe link.

    Still need to resolve this, as our customer needs this functionality, but we are now at least able to send the mailing with a manual unsubscribe option and then track the sent messages in CRM afterwards.

    Still performing more tests and working with MS Support to understand what is going on here.

    Becky


    The CRM Business - a UK based Microsoft Gold Certified partner http://www.thecrmbusiness.com
    • Marked as answer by Jim Glass Jr Friday, August 13, 2010 4:22 PM
    Friday, August 13, 2010 2:27 PM
  • Ok thank you, this has come up in a few posts as a solution but it slipped my mind.  At least support will be able to get to the bottom of it.

    Regards, Donna

    Friday, August 13, 2010 3:43 PM
  • Another update:

    The issue is still ongoing on other users' machines with the same setup, however the customer upgraded the client we were working on from Office 2007 to Office 2010 and this appears to have resolved the issue.  The mail merge is now sending and recording the activities in CRM as expected.  Nothing else changed on the machine.

    We are now going to continue troubleshooting with MS Support to try to get to the bottom of the issue on another user's (Office 2007) machine.


    The CRM Business - a UK based Microsoft Gold Certified partner http://www.thecrmbusiness.com
    Monday, August 23, 2010 10:01 AM
  • Did you ever get this problem resolved?

    We recently applied Rollup 18 to our system (FROM ROLLUP 6). We have Office 2010 (32 bit) and we have started getting this problem occuring.

    This does not happen with Rollup 6. (Just Rollup 18 clients)

    Done the uninstall and re-install but is is still occuring.

    Regards,

    Don

    Wednesday, February 11, 2015 10:40 PM