Why am I receiving e-mail messages without some or all of the attachments?
Your system administrator may have chosen to block certain types of attachments, such as executable (.exe) files and batch (.bat) files. There is also a limit to the size of attachments allowed. Contact your system administrator for more information.
If you are the administrator, you can edit the list of blocked files and file size limit in the Settings area. More information: Manage System Settings
Related Topic
Manage System Settings
Creating Workflows – Troubleshooting
How can I close multiple activities at the same time?
You can close several activities at the same time by creating an on-demand workflow and then running it from the
Activities list.
1. For each type of activity, create an on-demand workflow with one workflow step.
More information: Work with Workflows
2. In the workflow step, add a workflow action to set the status of the activity to "Closed."
3. Publish each activity-specific workflow.
4. In the Activities list, select the activities that you want to close, and then apply the on-demand workflow.
More information: Start an On-Demand Workflow
Related Topics
Start an On-Demand Workflow
Work with Workflows
Creating Workflows - Troubleshooting
Creating and Using Workflows
Why can't I run a workflow that has been shared with me?
You may not have the privilege to run the workflow. You need Execute Workflow Job privilege on the Customization tab.
If you are curious about what privileges are assigned to your security role, all default security roles allow you to browse the Users and Security Roles areas.
View the security roles you are assigned
1. In the Navigation Pane, click Settings, click Administration, and then click Users.
2. Find yourself in the list, and double-click your name.
3. Click Roles, and then see which security roles you are assigned.
4. Double-click each security role you are assigned, and then click each tab to see the privileges that are associated with this security role.
If you don't have permission to do a required task, contact your manager or system administrator.
Related Topics
Microsoft Dynamics CRM 4.0 User’s Guide 459
Start an On-Demand Workflow
Work with Workflows
Creating Workflows - Troubleshooting
Creating and Using Workflows
Synchronization Issues with Microsoft Dynamics CRM for Outlook –
Troubleshooting
Start Diagnostics Wizard
Microsoft Dynamics CRM Diagnostics detects and fixes many problems you may encounter with Microsoft Dynamics
CRM for Outlook including issues with connectivity, setup, and corrupted data. In some cases, you can also choose to allow the wizard to repair the problem.
The wizard is installed on your computer at the same time you install Microsoft Dynamics CRM for Outlook.
1. On the Start menu, click All Programs, click Microsoft Dynamics CRM, and then click Diagnostics.
2. To start the wizard, click Run Diagnostics.
Note
If you are working with a support representative, you can enable tracking to assist the representative with diagnosing your problems.
In the wizard, click Support Mode, run the wizard, and then on the Advanced Troubleshooting tab, click
Create File. You can save the compressed file to your desktop, and then send it to your support representative.
Related Topic
Managing Users
Why aren't names for a newly tracked Microsoft Dynamics CRM appointment or e-mail being verified?
There are several reasons that this might occur:
If none of the names are being verified, you may not have permissions to use the Microsoft Dynamics CRM address book. The CRM Address Book privilege is part of the Business Management security role. Contact your system administrator to review your security roles.
The person may not have a valid e-mail address in the Microsoft Dynamics CRM record.
The person may not have a valid customer or account record in Microsoft Dynamics CRM.
The address book may not have been synchronized or is corrupted. To synchronize your address book, in
Microsoft Dynamics CRM for Outlook, on the Microsoft Dynamics CRM toolbar, point to Synchronize with
Microsoft CRM, and then click Address Book.
Related Topics
Using Microsoft Dynamics CRM for Outlook - Troubleshooting
Doing CRM Work in Outlook
Synchronizing Information
460 Microsoft Dynamics CRM 4.0 User’s Guide
Why can't I fix some of the synchronization errors before going offline?
Not all errors can be fixed. For example, if a parent account has been deleted from Microsoft Dynamics CRM while you were offline. For these type of errors, delete the records, try to synchronize again, and then re-enter the data manually into Microsoft Dynamics CRM, while online. Some data may required changes.
Appointments and service activities do not have access to scheduling information and may cause scheduling conflicts. These conflicts can be resolved by rescheduling or updating the schedule after going back online.
Related Topics
Using Microsoft Dynamics CRM for Outlook - Troubleshooting
Synchronize Data
Doing CRM Work in Outlook
Synchronizing Information
Why didn't my attachments synchronize?
There are several reasons why attachments may not synchronize:
When you trackOutlook tasks and appointments with attachments, the attachments are not saved in the
Microsoft Dynamics CRM record, but continue to exist with the original Outlook item. To include the attachment with the activity, save the file to the local drive of your computer, and then manually add the attachment to the
Microsoft Dynamics CRM record.
If you attach a file to a Microsoft Dynamics CRM record when you are working offline, the attached files must be available in the same location when you synchronize your data so that they can be uploaded to the
Microsoft Dynamics CRM database. For example, if you are visiting a customer and you borrow a disk with a file that you want to attach to the customer's record, first copy the file to your local hard drive, then attach it from there. After you've synchronized the data and the attachment file has been uploaded to the Microsoft
Dynamics CRM database, you can delete the local copy.
Attachments above the maximum file size limit are not synchronized. The maximum attachment size is 5 MB.
This can be increased by your system administrator.
Your system administrator may have chosen to block certain types of attachments. Contact your system administrator for more information.
Related Topics
Using Microsoft Dynamics CRM for Outlook - Troubleshooting
Add a Note or Attach a File
Doing CRM Work in Outlook
Synchronizing Information
Microsoft Dynamics CRM 4.0 User’s Guide 461
Why didn't an e-mail message in response to a tracked message get tracked?
This can happen when you have sent a message and received a response to it while you are offline with Microsoft
Dynamics CRM. Microsoft Dynamics CRM did not have an opportunity to synchronize with the sent message before the response was received. Missed messages do not have the Microsoft Dynamics CRM Track in CRM button .
You can track the message in Microsoft Dynamics CRM by clicking Track in CRM, and then selecting a Regarding record.
Related Topics
Using Microsoft Dynamics CRM for Outlook - Troubleshooting
Doing CRM Work in Outlook
Synchronizing Information
Why doesn't the time in Microsoft Dynamics CRM for Outlook match the time in Microsoft Dynamics CRM?
Microsoft Dynamics CRM for Microsoft Office Outlook uses the time zone set in Microsoft Office Outlook. Microsoft
Dynamics CRM uses the time zone set on the computer running Microsoft Dynamics CRM or for the individual user. If they are different, this can cause issues.
To resolve this conflict, the system administrator must sign in to Microsoft Dynamics CRM as the user account that was used for installation. In the user's record, the system administrator needs to change the time zone to match the time zone on the computer that is running Outlook.
Related Topics
Set Personal Options
Using Microsoft Dynamics CRM for Outlook - Troubleshooting
Doing CRM Work in Outlook
Synchronizing Information
462 Microsoft Dynamics CRM 4.0 User’s Guide
Why are Outlook appointments not appearing in the Microsoft Dynamics
CRM calendars?
Microsoft Office Outlook appointments may not appear in the Microsoft Dynamics CRM calendars for several reasons:
Individual appointments are not marked for tracking in Microsoft Dynamics CRM.
Tracked items appear with the Track in CRM button , unless this option has been turned off.
You are not selected as one of the attending parties:
In Outlook, you are not in the To box.
In Microsoft Dynamics CRM appointments, you are not in the Required or Optional boxes.
In Microsoft Dynamics CRM service activities, you must either be listed in the Resources box or in a
Resource Group listed in the box.
The option to synchronize Appointments I'm attending was not selected on the Synchronization tab of the Set Personal Options dialog box.
More information: Set Personal Options
The automatic synchronization has not occurred yet. It is usually scheduled for every 15 minutes. To force synchronization, in Microsoft Dynamics CRM for Outlook, on the Microsoft Dynamics CRM menu bar, click
Synchronize Outlook with CRM.
Recurring appointments are not supported by this version of Microsoft Dynamics CRM. Only the initial appointment will appear. Make additional appointments manually, as appropriate.
On a shared computer, you must be logged on with your own credentials. Otherwise, you might be viewing the calendar of the person who is logged on, instead of your own calendar. Log off and log on again with your user name.
Related Topic
Synchronizing Information
While trying to save an Outlook contact in Microsoft Dynamics CRM, why do
I receive an error that the item is not valid for promotion?
There are several reasons why this message may occur:
The message class of the contact, e-mail, task or appointment is not valid. For example: the default Contact form used by Outlook is IPM.Contact. This is usually because the contact was created using a custom Outlook form. You need to re-enter the contact, e-mail, task, or appointment.
The contact is stored outside of the Exchange local store. You can copy the contact to the local store.
The contact is stored in a deleted items folder. You can move the contact to a valid folder.
Related Topic
Working with Records and Activities in Microsoft Dynamics CRM for Outlook
Microsoft Dynamics CRM 4.0 User’s Guide 463
Why is synchronization slow?
There are many factors that contribute to the speed of synchronization between Microsoft Dynamics CRM for
Outlook and Microsoft Dynamics CRM.
To identify and fix many problems with Microsoft Dynamics CRM for Outlook, run Microsoft Dynamics CRM
Diagnostics.
1. On the Start menu, click All Programs, click Microsoft Dynamics CRM, and then click
Diagnostics.
2. To start the wizard, click Run Diagnostics.
Initial synchronization is typically slow because you are copying data to your computer. The speed of subsequent synchronization depends on the amount of data that you are synchronizing. Later synchronizations are faster because only changes and additions are being synchronized. The best strategy for speedier synchronization is to reduce the amount of data. Here are a few suggestions that might help speed up synchronization:
Determine if you need to synchronize contacts, tasks, and appointments. If not, you can turn these off in the Set Personal Options dialog box. In Microsoft Dynamics CRM for Outlook, on the Microsoft Dynamics
CRM menu bar, click Options. In the Set Personal Options dialog box, on the Synchronization tab, you can select which record types are synchronized and how often.
Increase how often your local data is updated. This reduces the amount of data to be updated when you go offline. In the Set Personal Options dialog box, on the Offline tab, select a shorter period of time.
Reduce the type of e-mail recipients that are reconciled and therefore need to be synchronized. In the Set
Personal Options dialog box, on the Address Book tab, select fewer options.
Deactivate local data groups for areas you are not using in Microsoft Dynamics CRM for Outlook. To deactivate an active data group, on the Data Groups tab, select one or more data groups. On the toolbar, click the Deactivate button. This deactivates all of the data groups and moves them to the Inactive
Data Groups tab.
Modify the active data groups to ensure that they are only synchronizing the data you need offline. In
Microsoft Dynamics CRM for Outlook, on the Microsoft Dynamics CRM menu bar, click Local Data. Reduce the number of records that you own or share, including templates, contracts, and sales literature. To view the owner of a record, on the Details tab, see the Owner field.
If you have complex local data groups with multiple levels of filters, this can slow synchronization. Review your local data groups and consider reducing the number of groups.
More information: Save Outlook Contacts, Tasks, and E-mail Messages as Microsoft Dynamics CRM Records
After you have completed one or more of these suggestions, perform a synchronization. Note that the first synchronization performed after one of these steps will still be slow because records are being removed from the local data store. However, subsequent synchronization should be faster.
Related Topics
Using Microsoft Dynamics CRM for Outlook - Troubleshooting
Synchronize Data
Share or Assign Records
Synchronizing Information
464 Microsoft Dynamics CRM 4.0 User’s Guide
