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Article ID: 940588 - Last Review: January 15, 2015 - Revision: 4.0

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This article has been archived. It is offered "as is" and will no longer be updated.
This article has been archived. It is offered "as is" and will no longer be updated.
The hotfix that is discussed in this article is not available for the Chinese version of Microsoft Dynamics CRM or for the Japanese version of Microsoft Dynamics CRM.

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When you receive a new e-mail message in Microsoft Dynamics CRM, a recipient of the e-mail message may not resolve to a Microsoft Dynamics CRM record. The recipient is displayed in red underlined text. Also, a question mark appears next to the recipient.

Also, consider the following scenario. You prepare to reply to the e-mail message. Or, you prepare to forward the e-mail message. You add a new recipient. When you do this, you cannot resolve the original recipient. If you try to send this e-mail message, you receive the following error message:
An error has occurred. For more information, contact your system administrator.


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:
935364  ( ) Update Rollup 3 is available for Microsoft Dynamics CRM 3.0

Microsoft Dynamics CRM 3.0 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.

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, submit a request to 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.
Collapse this tableExpand this table
File nameFile versionFile sizeDateTime Applicable18,60415-Oct-200720:16

Installation information

Install this hotfix on computers that are running the Microsoft Dynamics CRM 3.0 server and the Microsoft Dynamics CRM laptop client for Microsoft Office Outlook. After you install this hotfix, you must clear the temporary Internet files. To do this, follow these steps:
  1. In Windows Internet Explorer, click Tools, click Internet Options, and then click Delete Files.
  2. Click to select the Delete all offline content check box, and then click OK.


You must have Microsoft Dynamics CRM 3.0 installed to apply this hotfix.

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 Dynamics CRM 3.0, 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 Microsoft Dynamics CRM 3.0.

The Spuninst.exe tool is located in the %Windir%\$NTUninstallKB940588$\Spuninst folder.


Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More information

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684  ( ) Description of the standard terminology that is used to describe Microsoft software updates
887283  ( ) Microsoft Business Solutions CRM software hotfix and update package naming standards
kbnosurvey kbarchive kbautohotfix kbcrmv3cno kbmbsemail kberrmsg kbhotfixserver kbqfe kbmbsmigrate KB940588
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