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    Hi All,

    I am unable to track the emails received to outlook in MS CRM i.e., the regarding is not set for the emails. What might be causing the problem, can any one guide me on this.

    Thanks

     

    Wednesday, September 15, 2010 1:52 PM

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    The emails need to be in your default pst file, not a secondary. I believe this was fixed in one of the later rollups but if you are on an earlier rollup it might be the cause.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe 

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Wednesday, September 15, 2010 2:02 PM
    • Marked as answer by Donna EdwardsMVP Thursday, September 16, 2010 1:00 PM
    Wednesday, September 15, 2010 2:02 PM
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    I had various issues with the outlook addon which rollup 12 fixed, one of those issues was the inability to Set the "regarding" after a month or so like you.
    Granted, I'm constantly changing my outlook client to point to different organisations - which didnt help. but hey, It's potentially a quick and easy fix for you if it works.

     

    ----------------------------------------------------- http://www.xtbase.com http://uk.linkedin.com/in/craighamer
    Wednesday, September 15, 2010 2:36 PM
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    Can you apply rollup 12 to server, email router, etc. as well please and reboot your servers.

    Thank you

    Regards, Donna

    Thursday, September 16, 2010 2:03 PM
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    I finally found the answer to my problem:

    One of the System Settings was incorrect, causing Emails to be only tracked for the person sending them. The option I am referring to is: Track emails between CRM Users as 2 activities. If this is turned off, the person receiving the email will not be able to automatically track the email. After turning it on, the automatic tracking was working fine again.

     

    Tuesday, September 28, 2010 12:45 PM

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    The emails need to be in your default pst file, not a secondary. I believe this was fixed in one of the later rollups but if you are on an earlier rollup it might be the cause.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/ 
    or hear me tweet @leontribe 

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Wednesday, September 15, 2010 2:02 PM
    • Marked as answer by Donna EdwardsMVP Thursday, September 16, 2010 1:00 PM
    Wednesday, September 15, 2010 2:02 PM
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    Can you successfully use the Track in CRM button and the e-mail is created in CRM and not use the Set Regarding feature or can you not do either?  If neither, what is the error?  Have you tried running the CRM Outlook Client Troubleshooting tool?

    Regards, Donna

    Wednesday, September 15, 2010 2:11 PM
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    The email is tracked in CRM (the copy of email is present) but the regarding object is not set in outlook. It was working till last week, i have this problem from last two days.
    Wednesday, September 15, 2010 2:14 PM
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    Try applying Update rollup 12..

    http://www.microsoft.com/downloads/en/details.aspx?FamilyID=a80147f8-130e-492d-93d3-e16e6b2e2fa1&displaylang=en

    NOTE: you need version 7 or higher to upgrade to 12 -  if you get an error message on install - You need apply Rollup 7 first, then 12
    Found here http://www.microsoft.com/downloads/details.aspx?FamilyID=A4893988-7804-4E23-AB58-740441CC696E&displaylang=ja&displaylang=en

     

    ----------------------------------------------------- http://www.xtbase.com http://uk.linkedin.com/in/craighamer
    • Proposed as answer by Craig Hamer Wednesday, September 15, 2010 2:34 PM
    Wednesday, September 15, 2010 2:18 PM
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    Do you think this will do the job, everything was working fine till last week only from last two days i have this problem. By the way no changes were made, not sure what have broken up.
    Wednesday, September 15, 2010 2:22 PM
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    Is this happening for all e-mails or just a few?  Have you tried troubleshooting the issue?  Check the link I provided.  You need to reproduce the error and then check the log file to obtain more information about the error.

    Regards, Donna

    Wednesday, September 15, 2010 2:24 PM
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    I had various issues with the outlook addon which rollup 12 fixed, one of those issues was the inability to Set the "regarding" after a month or so like you.
    Granted, I'm constantly changing my outlook client to point to different organisations - which didnt help. but hey, It's potentially a quick and easy fix for you if it works.

     

    ----------------------------------------------------- http://www.xtbase.com http://uk.linkedin.com/in/craighamer
    Wednesday, September 15, 2010 2:36 PM
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    Please try the troubleshooting technique I suggested and provide more information about the specific error.  Otherwise, everything is a guess.  Thanks

    Regards, Donna

    Wednesday, September 15, 2010 2:37 PM
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    Ok, as the first step let me trouble shoot and find the issue.
    Wednesday, September 15, 2010 2:38 PM
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    Hi, I have checked the trace file and found nothing suspicious.

    The problem is when ever a mail is received in outlook the copy of that is present in CRM, but it is not getting tracked automatically in outlook and hence regarding is not set.

    When i click on track in crm button on the email then regarding is set.

    I want the regarding to be set automatically for CRM related emails.

    Thursday, September 16, 2010 5:45 AM
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    Hello,

    We are experiencing the same problem. Up until a week ago everything was working fine, but suddenly a few people began experiencing CRM mails not being tracked properly. They would display as normal Outlook messages, but when you open them and click the Track button in the message they would be set to the correct item in CRM and the email would again show up in Outlook with the CRM icon.

    Today I discovered the following:

    • When I send an email to myself with the Regarding set to an Account and the CRM option "check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as Microsoft Dynamics CRM records." on (Email tab on CRM > Options in Outlook) it will not be tracked correctly. If you manually send / receive it will first show up with the CRM icon and the tracking will be set correctly, but when you receive the New Mail notification from Outlook the icon will turn into the normal Outlook email icon and the Regarding will be unset. This even happened to e-mails I had send to myself before I set the CRM option mentioned above. Manually Tracking them restores the Regarding to what it should be and after doing this the regarding will not disappear again.
    • When I send an email to myself without the option "check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as Microsoft Dynamics CRM records." set, the email will show with the correct CRM icon and Regarding set and it will not be changed to a normal Icon nor will the Regarding be removed when you receive the New Mail notification.

    Our customers need the functionality from the Check incoming e-mail in Outlook option, so having them turn it off is not an option to solve the problem. (We are still working with Roll Up 6 for both the Server and Outlook client.)

    Thursday, September 16, 2010 12:50 PM
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    If the troubleshooting steps are not producing information, then please try Craig's suggestion and get on the latest rollup to see if that corrects the issue.

    Regards, Donna

    Thursday, September 16, 2010 12:59 PM
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    If the troubleshooting steps are not producing information, then please try Craig's suggestion and get on the latest rollup to see if that corrects the issue.

    Regards, Donna

    Thanks Donna :) 
    ----------------------------------------------------- http://www.xtbase.com http://uk.linkedin.com/in/craighamer
    Thursday, September 16, 2010 1:04 PM
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    Donna, CraigHamer,

    I just installed both Roll Up 7 and 12 for the CRM Outlook client, but the problem is still occuring. As soon as I receive the new mail notification from Outlook the icon reverts back to the normal Outlook mail icon and the regarding is gone. (It is there when I manually do the send receive, but as soon as the new mail notification shows up, the Regarding will be gone and the icon will go back to the normal Outlook mail icon.)

    Thursday, September 16, 2010 1:38 PM
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    Can you apply rollup 12 to server, email router, etc. as well please and reboot your servers.

    Thank you

    Regards, Donna

    Thursday, September 16, 2010 2:03 PM
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    Unfortunately it is not possible to install the Roll Up 7 and 12 to our Servers, as we do not have one available for this sort of testing.

    Might there be any other possible solutions besides moving to the latest Roll Up?

    -Edit-

    Just a moment ago I noticed that emails from external customers / email addresses will correctly get the CRM Icon. When the New Mail notification shows up the CRM Icon remains and the Regarding is set correctly.
    However when a mail from inside the company is received the Regarding is not showing correctly and the CRM icon will not show for that message.

    Monday, September 20, 2010 6:10 AM
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    I'm sorry to hear that you can not update your server.  Having said that, even if you open a support ticket with Microsoft, they are going to ask you to get on the lastest Update Rollup first.  You don't need to apply 7 to your server, just 12.  There are many fixes in these updates so it is important to stay more current if you are running into issues that might be corrected with an update.

    Regards, Donna

    Monday, September 20, 2010 12:53 PM
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    I finally found the answer to my problem:

    One of the System Settings was incorrect, causing Emails to be only tracked for the person sending them. The option I am referring to is: Track emails between CRM Users as 2 activities. If this is turned off, the person receiving the email will not be able to automatically track the email. After turning it on, the automatic tracking was working fine again.

     

    Tuesday, September 28, 2010 12:45 PM