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Problem tracking some emails RRS feed

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    Hi, I have user with a problem when tracking some emails, mostly it works, sometimes not. The email in question consistently fails with a message like 'error communicating with the CRM server' yet the same email has been successfully tracked by another user so I don't think it is a problem with the content of the email as I have seen in the past some images cause problems, there are also no attachments with this email.

    Any ideas of where to look to try and resolve this would be appreciated. The client is Windows XP pro, CRM v4 Outlook client, with rollup pack 6 installed. I do have a trace file if that would be useful.

    Thanks in advance..

    Wednesday, April 7, 2010 6:10 PM

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    They need to ensure they are tracking emails from the ost file since that is the Outlook store.  It doesn't hurt to look through the trace file.  Can the user reproduce the issue or is it intermitent?  If it is reproducable, I suggest a couple of things to look for

    • ensure the e-mail is in one of the Outlook store files (ost)
    • check the subject line to ensure there are no special characters
    • convert the e-mail to plain text and see if you can track it

    If you can track the e-mail after converting it to plain text, then see if there is an image in the e-mail.  The image size might exceed the allowable attachement size set for CRM.  There are ways to change that if that is the case.

     

    Regards, Donna

            Windows Live Blog

    Tuesday, April 20, 2010 3:04 PM

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    A few things to check,

    If the user has intermittent problems, check the user's Outlook file size and reduce it to 500 mbs or less.  Sometimes large ost files can create issues. 

    See if there are any special characters in the subject line of the e-mail.  If you find some, remove them

    Ensure the user has full Append and Append To rights on the Set Regarding Entity that the user is trying to track the e-mail to.

    Update to the latest rollups on the Server and client if possible.  There are several enhancements to the CRM Outlook Client in the more recent UR's

    Best Regards | Twitter: edwardsdna
    Wednesday, April 7, 2010 6:36 PM
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    Hi  Donna,

    Thank you for your suggestions, I will investigate the ost size and check the security role although I believe most of the users have the same role and the rogue email(s) can be tracked successfully by other users. Will also look into UR 10 as an upgrade option for this client, but everyone is at rollup 6 at the moment and only this user has the problem.

    Kind regards...

    Tuesday, April 20, 2010 11:32 AM
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    A couple of other items you can check:

    Ensure the user is only trying to track those e-mails that are in the user's Exchange store, ie, inbox, sent items, etc. and not personal, archive folders etc.  You can also run diagonostics on the user's machine to see if there are any issues identified.

    Regards, Donna

            Windows Live Blog

    Tuesday, April 20, 2010 11:52 AM
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    I believe the user has Outlook configured with a PST file,  and possibly also an OST file, could this be a problem? bearing in mind that the issue only occurs with a small number of emails. I do have a trace file of the problem, would there be something worth looking for in the trace?

    Thanks,

    Gino

    Tuesday, April 20, 2010 1:05 PM
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    They need to ensure they are tracking emails from the ost file since that is the Outlook store.  It doesn't hurt to look through the trace file.  Can the user reproduce the issue or is it intermitent?  If it is reproducable, I suggest a couple of things to look for

    • ensure the e-mail is in one of the Outlook store files (ost)
    • check the subject line to ensure there are no special characters
    • convert the e-mail to plain text and see if you can track it

    If you can track the e-mail after converting it to plain text, then see if there is an image in the e-mail.  The image size might exceed the allowable attachement size set for CRM.  There are ways to change that if that is the case.

     

    Regards, Donna

            Windows Live Blog

    Tuesday, April 20, 2010 3:04 PM
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    Thanks for the additional pointers, I'll look further into the OST/PST scenario, I think the other items are probably OK as the same email which is giving one user a problem, can be tracked without problems by one or more of the other recipients (the email had many recipients), so this leads me to believe that the content etc is OK.

    Gino

     

    Tuesday, April 20, 2010 3:38 PM