The Microsoft Dynamics CRM records for e-mail recipients that you selected in the automatic suggestion cache are deleted when you send an e-mail message in the Microsoft Dynamics CRM 3.0 client for Outlook

Consider the following scenario in the Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook:

• You create a new e-mail message, and then you add more than one Microsoft Dynamics CRM record.
• You send the e-mail message to these Microsoft Dynamics CRM records.
• You run a process that updates the Microsoft Dynamics CRM address book in Outlook.
• You create a new e-mail message, and then you start to type the names of the records that you already added. The automatic suggestion cache in Outlook lists the records that you already added.
• You click the records that are listed by the automatic suggestion cache in the following fields:
  • TO
  • CC
  • BCC
• You send the e-mail message.

In this scenario, when you open the sent e-mail message, one or more of the Microsoft Dynamics CRM records do not appear in these fields. These Microsoft Dynamics CRM records are deleted from the e-mail message. The relevant recipients do not receive the e-mail message.

Additionally, when you open the E-mail Properties dialog box for the Microsoft Dynamics CRM records in the TO field, in the CC field, or in the BCC field, the E-mail Properties dialog box is blank.

This problem occurs because the address book provider was changed. Therefore, the Microsoft Dynamics CRM record that is in the automatic suggestion cache no longer exists in the Microsoft Dynamics CRM address book. This problem may occur with any of the following entities in Microsoft Dynamics CRM:

• Accounts
• Contacts
• Leads
• Queues
• Users
• Facilities/Equipment

This problem occurs only if the e-mail message also contains one or more of the following recipients:

• Other recipients from the Microsoft Dynamics CRM address book or from the Outlook address book
• Other recipients that have a Simple Mail Transfer Protocol (SMTP) address

The address book provider is changed if any one of the following conditions is true:

• A user deleted the Microsoft Dynamics CRM record in Microsoft Dynamics CRM 3.0.
• You applied hotfix 925780. For more information about this hotfix, click the following article number to view the article in the Microsoft Knowledge Base:
  925780 The address book provider for the Microsoft Dynamics CRM client for Outlook may take several hours to synchronize if there are many records in entities in Microsoft Dynamics CRM 3.0
• The Microsoft Dynamics CRM user security role for the user was changed so that the user no longer has permissions to see the record.
• The record was merged into another record in Microsoft Dynamics CRM 3.0.

This problem was corrected in Microsoft Dynamics CRM 3.0 Update Rollup 3.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site: Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

File information

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.

Microsoft Dynamics CRM 3.0 server
Microsoft Dynamics CRM 3.0 client for Outlook
Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook Compatibility Release

Installation information

Install this hotfix on computers that are running the Microsoft Dynamics CRM 3.0 server software or the Microsoft Dynamics CRM client for Outlook.

Prerequisites

• You must have the Microsoft Dynamics CRM 3.0 server software and the Microsoft Dynamics CRM 3.0 client for Outlook installed to apply this hotfix.
• To apply this hotfix, you must have installed the update that is described in Microsoft Knowledge Base article 925874. For more information about this update, click the following article number to view the article in the Microsoft Knowledge Base:
  925874 An update for the 2007 daylight saving time changes is available for Microsoft Dynamics CRM 3.0 and for the Microsoft Dynamics CRM 3.0 client for Outlook

Restart requirement

If you are prompted, restart the computer after you install the hotfix.

Removal information

To remove this hotfix from a computer that is running Microsoft Windows Server 2003, Windows XP, or Windows 2000, use Add or Remove Programs in Control Panel. System administrators can use the Spuninst.exe tool to remove this hotfix from a computer that is running Windows Server 2003, Windows XP, or Windows 2000.

The Spuninst.exe tool is located in the %Windir%\$NTUninstallKB924079$\Spuninst folder.

After you install this hotfix, if one of the recipients does not exist in the Microsoft Dynamics CRM address book provider, all the recipients will revert to SMTP e-mail address information even if some recipients do exist in the Microsoft Dynamics CRM address book, in the Outlook address book, or in the global address list for the e-mail message that you sent. You can see the information that was used to send the e-mail message to the recipient by opening the E-mail Properties dialog box.

For more information about the terminology that is used to describe Microsoft software updates, click the following article numbers to view the articles in the Microsoft Knowledge Base: