Outlook 2003 or Outlook 2007 exits unexpectedly after you close an e-mail message in a Microsoft Dynamics CRM 3.0 client for Outlook

After you install the Microsoft Dynamics CRM 3.0 desktop client for Microsoft Office Outlook or the Microsoft Dynamics CRM 3.0 laptop client for Microsoft Office Outlook on a computer that is running Microsoft Office Outlook 2003 or Microsoft Office Outlook 2007, Outlook 2003 or Outlook 2007 exits unexpectedly and then restarts after you close an e-mail message in Outlook.

If platform tracing is enabled, you see error messages in the platform trace file that resemble the following:You receive this error message if you have enabled platform tracing by using the method that is described in Microsoft Knowledge Base article 907490.

For more information, click the following article number to view the article in the Microsoft Knowledge Base: You receive this error message in the platform trace files, starting with the name in the following format: The xxxxxxxxxx placeholder represents the year, the month, the day, and the time of the platform trace file.

Additionally, you may see events in the Application log that resemble the following:This problem does not occur if you have installed the Microsoft Dynamics CRM 3.0 clients for Microsoft Office Outlook Compatibility Update.

This problem occurs if you installed hotfix 924085 for Outlook 2003 or for Outlook 2007.

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:

Microsoft Dynamics CRM 3.0, Japanese version or Chinese version

This problem is fixed in the Chinese Simplified version of Microsoft Dynamics CRM 3.0 and in the Japanese version of Microsoft Dynamics CRM 3.0 Update Rollup 2. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

Hotfix information for Microsoft Dynamics CRM 3.0

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 client for Outlook

Microsoft Dynamics CRM 3.0 client for Outlook Compatibility Update

Installation information

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base: Install this hotfix on computers that are running the Microsoft Dynamics CRM 3.0 client for Outlook.

To resolve this problem, follow these steps:

1. Exit Outlook by using Windows Task Manager.
2. Click Start, click Run, type regedit, and then click OK.
3. Locate and then click the following registry entry:
   HKEY_CURRENT_USER\SOFTWARE\Microsoft\MSCRMClient
4. Locate the CallInspectorClose subkey.
   
   If the CallInspectorClose subkey does not exist, create the CallInspectorClose subkey. To do this, follow these steps:
   1. On the Edit menu, point to New, and then click DWORD Value.
   2. Type CallInspectorClose, and then press ENTER.
5. Right-click CallInspectorClose, and then click Modify.
6. In the Value data box, type 0x00000000, and then click OK.
   
   Notes
   • If you have Outlook 2003 or Outlook 2007 installed and you do not have hotfix 924085 installed, the value of the CallInspectorClose subkey must be set to 0x00000001. Or, you can remove the CallInspectorClose subkey.
   • If you have Outlook 2003 or Outlook 2007 installed and you have hotfix 924085 installed, the value of the CallInspectorClose subkey must be set to 0x00000000 to prevent crashes. If you do not set the CallInspectorClose subkey to 0x00000000, memory leaks may occur after you close a window in Outlook.

Prerequisites

You must have Update Rollup 2 for Microsoft Dynamics CRM 3.0 installed to apply this hotfix. For more information about Update Rollup 2 for Microsoft Dynamics CRM 3.0, click the following article numbers to view the articles in the Microsoft Knowledge Base:

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 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%\$NTUninstallKB946131$\Spuninst folder.

To work around this problem, uninstall the Microsoft Dynamics CRM 3.0 desktop client for Outlook or the Microsoft Dynamics CRM 3.0 laptop client for Outlook.Then, reinstall the Microsoft Dynamics CRM 3.0 clients for Microsoft Office Outlook Compatibility Update.

For more information about the Microsoft Dynamics CRM 3.0 clients for Microsoft Office Outlook Compatibility Update, visit the following Web site:

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: For more information about hotfix 924085, click the following article number to view the article in the Microsoft Knowledge Base: For more information about how to use ADPlus to troubleshoot "hangs" and "crashes" , click the following article number to view the article in the Microsoft Knowledge Base: