http://support.microsoft.com/kb/931270/en-us
Error message when you use the Microsoft Dynamics CRM client for Microsoft Office Outlook: "Microsoft Office Outlook has encountered a problem and needs to close. We are sorry for the inconvenience!
View products that this article applies to.
| Article ID | : | 931270 |
| Last Review | : | March 13, 2007 |
| Revision | : | 4.0 |
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SYMPTOMS
Consider the following scenario in Microsoft Dynamics CRM 3.0:
In this scenario, Microsoft Office Outlook intermittently crashes, and you receive the following error message:
| • | You have installed the Microsoft Dynamics CRM client for Microsoft Office Outlook. |
| • | You install security update 925938, or you install hotfix package 921562. |
| • | You open and close e-mail messages, you send e-mail messages, or you delete e-mail messages. |
Microsoft Office Outlook has encountered a problem and needs to close. We are sorry for the inconvenience.
Additionally, the following message is logged in the application event log: Event Type: Error
Event Source: Microsoft Office 11
Event Category: None
Event ID: 1000
Date: <Date>
Time: <Time>
User: N/A Computer: <ComputerName>
Description: Faulting application outlook.exe, version 11.0.8118.0, stamp 456628bf, faulting module unknown, version 0.0.0.0,stamp 00000000, debug? 0, fault address 0xffffffff.
Back to the topRESOLUTION
A supported hotfix is now available from Microsoft. However, it is intended to correct only the problem that is described in this article. Apply it only to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Microsoft Dynamics CRM service pack that contains this hotfix.
To resolve this problem immediately, contact Microsoft Customer Support Services to obtain the hotfix. For a complete list of Microsoft Customer Support Services telephone numbers and information about support costs, visit the following Microsoft Web site:
Note This problem is also corrected in an update for the 2007 daylight saving time changes. To resolve this problem, you must install this update on computers that are running Microsoft Dynamics CRM 3.0 or the Microsoft Dynamics CRM 3.0 client for Outlook.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
Note The Microsoft Dynamics CRM client for Outlook includes both the Microsoft Dynamics CRM laptop client for Outlook and the Microsoft Dynamics CRM desktop client for Outlook.
If you are using Microsoft Dynamics CRM 3.0, this hotfix contains one Microsoft Dynamics CRM server installation file and three Microsoft Dynamics CRM client for Outlook installation files. The Microsoft Dynamics CRM client for Outlook file that you must install depends on the version of Microsoft Dynamics CRM client for Outlook that you are running. To determine which version of Microsoft Dynamics CRM client for Outlook that you are running, follow these steps:
Note ENU is the placeholder for the actual language version.
The server hotfix must be installed to maintain file consistency, even though the problem is experienced in the Microsoft Dynamics CRM client. This file consistency is required because of dependencies for other hotfixes.
Install this hotfix if you are using either the Microsoft Dynamics CRM laptop client or Microsoft CRM desktop client.
Notes
The Spuninst.exe tool is located in the %Windir%\$NTUninstallKB931270$\Spuninst folder.
To resolve this problem immediately, contact Microsoft Customer Support Services to obtain the hotfix. For a complete list of Microsoft Customer Support Services telephone numbers and information about support costs, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support (http://support.microsoft.com/contactus/?ws=support)
Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.Note This problem is also corrected in an update for the 2007 daylight saving time changes. To resolve this problem, you must install this update on computers that are running Microsoft Dynamics CRM 3.0 or the Microsoft Dynamics CRM 3.0 client for Outlook.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
925874 (http://support.microsoft.com/kb/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
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.The Microsoft Dynamics CRM 3.0 server
| File name | File version | File size | Date | Time |
|---|---|---|---|---|
| Account distribution detail.rdl | Not Applicable | 109,237 | 20-Jan-2007 | 20:45 |
| Account distribution.rdl | Not Applicable | 64,930 | 20-Jan-2007 | 20:45 |
| Account summary sub-report.rdl | Not Applicable | 90,874 | 20-Jan-2007 | 20:45 |
| Appgrid.css | Not Applicable | 1,869 | 26-Nov-2006 | 04:23 |
| Appgrid.htc | Not Applicable | 11,817 | 26-Nov-2006 | 04:23 |
| Autoshow.htc | Not Applicable | 9,569 | 26-Nov-2006 | 04:23 |
| Blank.aspx | Not Applicable | 98 | 26-Nov-2006 | 04:23 |
| Clientcontrol.htc | Not Applicable | 4,946 | 26-Nov-2006 | 04:23 |
| Competitor win loss details.rdl | Not Applicable | 80,355 | 20-Jan-2007 | 20:45 |
| Competitor win loss.rdl | Not Applicable | 50,356 | 20-Jan-2007 | 20:45 |
| Controls.css | Not Applicable | 3,177 | 26-Nov-2006 | 04:23 |
| Crmnativeinteropproxy.dll | 3.0.5300.1535 | 3,412,328 | 21-Jan-2007 | 05:55 |
| Crmobjectmodel.dll | 3.0.5300.1535 | 6,752,616 | 21-Jan-2007 | 05:55 |
| Customizations.xsd | Not Applicable | 54,363 | 26-Nov-2006 | 04:23 |
| Grid.css | Not Applicable | 1,763 | 26-Nov-2006 | 04:23 |
| Invoice status detail.rdl | Not Applicable | 63,644 | 20-Jan-2007 | 20:45 |
| Invoice status.rdl | Not Applicable | 31,996 | 20-Jan-2007 | 20:45 |
| Lead source effectiveness.rdl | Not Applicable | 105,536 | 20-Jan-2007 | 20:45 |
| Lookupdialogsappgrid.js | Not Applicable | 4,677 | 26-Nov-2006 | 04:23 |
| Manageattribute.aspx | Not Applicable | 12,756 | 26-Nov-2006 | 04:23 |
| Manageattribute.js | Not Applicable | 15,568 | 26-Nov-2006 | 04:23 |
| Microsoft.crm.application.components.application.dll | 3.0.5300.1535 | 689,512 | 21-Jan-2007 | 05:48 |
| Microsoft.crm.application.components.platform.dll | 3.0.5300.1535 | 370,024 | 21-Jan-2007 | 05:45 |
| Microsoft.crm.application.components.sdk.formcontrols.dll | 3.0.5300.1535 | 91,496 | 21-Jan-2007 | 05:45 |
| Microsoft.crm.application.components.strings.dll | 3.0.5300.1535 | 726,376 | 21-Jan-2007 | 05:45 |
| Microsoft.crm.application.components.ui.dll | 3.0.5300.1535 | 222,568 | 21-Jan-2007 | 05:48 |
| Microsoft.crm.application.pages.dll | 3.0.5300.1535 | 968,040 | 21-Jan-2007 | 05:48 |
| Microsoft.crm.metadataservice.dll | 3.0.5300.1535 | 165,224 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.objectmodel.dll | 3.0.5300.1535 | 320,872 | 21-Jan-2007 | 05:45 |
| Microsoft.crm.platform.callout.manager.dll | 3.0.5300.1535 | 50,536 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.platform.sdk.dll | 3.0.5300.1535 | 247,144 | 21-Jan-2007 | 05:45 |
| Microsoft.crm.platform.server.dll | 3.0.5300.1535 | 247,144 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.scheduling.dll | 3.0.5300.1535 | 308,584 | 21-Jan-2007 | 05:45 |
| Microsoft.crm.tools.importexportpublish.dll | 3.0.5300.1535 | 161,128 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.webservices.dll | 3.0.5300.1535 | 456,040 | 21-Jan-2007 | 05:45 |
| Neglected leads detail.rdl | Not Applicable | 70,634 | 20-Jan-2007 | 20:45 |
| Neglected leads.rdl | Not Applicable | 42,260 | 20-Jan-2007 | 20:45 |
| Notes.css | Not Applicable | 800 | 26-Nov-2006 | 04:23 |
| Notes.htc | Not Applicable | 16,900 | 26-Nov-2006 | 04:23 |
| Notesprint.css | Not Applicable | 459 | 26-Nov-2006 | 04:23 |
| Pkgutil.cmd | Not Applicable | 113 | 08-Dec-2006 | 22:06 |
| Print.css | Not Applicable | 1,078 | 26-Nov-2006 | 04:23 |
| Print_dlg.aspx | Not Applicable | 8,822 | 26-Nov-2006 | 04:23 |
| Sales pipeline detail.rdl | Not Applicable | 92,003 | 20-Jan-2007 | 20:45 |
| Sales pipeline.rdl | Not Applicable | 108,506 | 20-Jan-2007 | 20:45 |
| Service activity volume detail.rdl | Not Applicable | 100,123 | 20-Jan-2007 | 20:45 |
| Service activity volume.rdl | Not Applicable | 65,806 | 20-Jan-2007 | 20:45 |
| Showusage.aspx | Not Applicable | 1,637 | 26-Nov-2006 | 04:23 |
| Showusage.js | Not Applicable | 912 | 26-Nov-2006 | 04:23 |
| Syscustutil.js | Not Applicable | 5,831 | 26-Nov-2006 | 04:23 |
| Systemsettings.aspx | Not Applicable | 33,579 | 26-Nov-2006 | 04:23 |
| Util.js | Not Applicable | 20,381 | 26-Nov-2006 | 04:23 |
| Microsoft.crm.metadataservice.dll | 3.0.5300.1535 | 165,224 | 21-Jan-2007 | 05:45 |
| Microsoft.crm.tools.importexportpublish.dll | 3.0.5300.1535 | 161,128 | 21-Jan-2007 | 05:45 |
| Microsoft.crm.objectmodel.dll | 3.0.5300.1 | 318,216 | 17-Nov-2005 | 04:39 |
| Microsoft.crm.platform.callout.manager.dll | 3.0.5300.1 | 43,784 | 17-Nov-2005 | 04:38 |
| Microsoft.crm.platform.sdk.dll | 3.0.5300.1 | 244,488 | 17-Nov-2005 | 04:39 |
| Microsoft.crm.platform.server.dll | 3.0.5300.1 | 244,488 | 17-Nov-2005 | 04:39 |
| Microsoft.crm.scheduling.dll | 3.0.5300.1 | 305,928 | 17-Nov-2005 | 04:39 |
| Crmdbhotfix.dll | 3.0.5300.1521 | 103,216 | 26-Dec-2006 | 01:46 |
| Kb911321_client.dll | 3.0.5300.1535 | 60,776 | 21-Jan-2007 | 05:52 |
| Kb911322_client.dll | 3.0.5300.1535 | 58,728 | 21-Jan-2007 | 05:52 |
| Kb913954_client.dll | 3.0.5300.1535 | 96,104 | 21-Jan-2007 | 05:52 |
| Kb914644_client.dll | 3.0.5300.1535 | 89,448 | 21-Jan-2007 | 05:52 |
| Kb914799_client.dll | 3.0.5300.1535 | 62,312 | 21-Jan-2007 | 05:52 |
| Kb915024_client.dll | 3.0.5300.1535 | 75,624 | 21-Jan-2007 | 05:52 |
| Kb915722_client.dll | 3.0.5300.1535 | 106,344 | 21-Jan-2007 | 05:52 |
| Kb915799_client.dll | 3.0.5300.1535 | 63,848 | 21-Jan-2007 | 05:52 |
| Kb916629_client.dll | 3.0.5300.1535 | 75,112 | 21-Jan-2007 | 05:52 |
| Kb917098_client.dll | 3.0.5300.1535 | 92,520 | 21-Jan-2007 | 05:52 |
| Kb917109_client.dll | 3.0.5300.1535 | 61,288 | 21-Jan-2007 | 05:52 |
| Kb917536_client.dll | 3.0.5300.1535 | 83,816 | 21-Jan-2007 | 05:52 |
| Kb918990_client.dll | 3.0.5300.1535 | 68,968 | 21-Jan-2007 | 05:52 |
| Kb919008_client.dll | 3.0.5300.1535 | 90,472 | 21-Jan-2007 | 05:52 |
| Kb919429_client.dll | 3.0.5300.1535 | 62,824 | 21-Jan-2007 | 05:52 |
| Kb922807_client.dll | 3.0.5300.1535 | 65,384 | 21-Jan-2007 | 05:52 |
| Kb923057_client.dll | 3.0.5300.1535 | 78,184 | 21-Jan-2007 | 05:52 |
| Kb923074_client.dll | 3.0.5300.1535 | 62,312 | 21-Jan-2007 | 05:52 |
| Kb924105_client.dll | 3.0.5300.1535 | 90,984 | 21-Jan-2007 | 05:52 |
| Kb924371_client.dll | 3.0.5300.1535 | 92,008 | 21-Jan-2007 | 05:52 |
| Kb924882_client.dll | 3.0.5300.1535 | 65,384 | 21-Jan-2007 | 05:52 |
| Kb925163_client.dll | 3.0.5300.1535 | 68,968 | 21-Jan-2007 | 05:52 |
| Kb925473_client.dll | 3.0.5300.1535 | 69,480 | 21-Jan-2007 | 05:52 |
The Microsoft Dynamics CRM client for Microsoft Office Outlook
| File name | File version | File size | Date | Time |
|---|---|---|---|---|
| Appgrid.css | Not Applicable | 1,869 | 26-Nov-2006 | 04:23 |
| Appgrid.htc | Not Applicable | 11,817 | 26-Nov-2006 | 04:23 |
| Autoshow.htc | Not Applicable | 9,569 | 26-Nov-2006 | 04:23 |
| Blank.aspx | Not Applicable | 98 | 26-Nov-2006 | 04:23 |
| Clientcontrol.htc | Not Applicable | 4,946 | 26-Nov-2006 | 04:23 |
| Controls.css | Not Applicable | 3,177 | 26-Nov-2006 | 04:23 |
| Crmaddin.dll | 3.0.5300.1535 | 1,183,080 | 21-Jan-2007 | 05:53 |
| Crmnativeinteropproxy.dll | 3.0.5300.1535 | 3,412,328 | 21-Jan-2007 | 05:55 |
| Crmobjectmodel.dll | 3.0.5300.1535 | 6,752,616 | 21-Jan-2007 | 05:55 |
| Customizations.xsd | Not Applicable | 54,363 | 26-Nov-2006 | 04:23 |
| Grid.css | Not Applicable | 1,763 | 26-Nov-2006 | 04:23 |
| Lookupdialogsappgrid.js | Not Applicable | 4,677 | 26-Nov-2006 | 04:23 |
| Microsoft.crm.application.components.application.dll | 3.0.5300.1535 | 599,400 | 21-Jan-2007 | 05:49 |
| Microsoft.crm.application.components.platform.dll | 3.0.5300.1535 | 410,984 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.application.components.sdk.formcontrols.dll | 3.0.5300.1535 | 91,496 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.application.components.strings.dll | 3.0.5300.1535 | 726,376 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.application.components.ui.dll | 3.0.5300.1535 | 222,568 | 21-Jan-2007 | 05:49 |
| Microsoft.crm.application.pages.dll | 3.0.5300.1535 | 738,664 | 21-Jan-2007 | 05:49 |
| Microsoft.crm.objectmodel.dll | 3.0.5300.1535 | 320,872 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.platform.callout.manager.dll | 3.0.5300.1535 | 50,536 | 21-Jan-2007 | 05:46 |
| Microsoft.crm.platform.server.dll | 3.0.5300.1535 | 247,144 | 21-Jan-2007 | 05:46 |
| Notes.css | Not Applicable | 800 | 26-Nov-2006 | 04:23 |
| Notes.htc | Not Applicable | 16,900 | 26-Nov-2006 | 04:23 |
| Notesprint.css | Not Applicable | 459 | 26-Nov-2006 | 04:23 |
| Pkgutil.cmd | Not Applicable | 113 | 08-Dec-2006 | 22:06 |
| Print.css | Not Applicable | 1,078 | 26-Nov-2006 | 04:23 |
| Print_dlg.aspx | Not Applicable | 8,822 | 26-Nov-2006 | 04:23 |
| Syncqueue.dll | 3.0.5300.1535 | 396,136 | 21-Jan-2007 | 05:53 |
| Microsoft.crm.objectmodel.dll | 3.0.5300.1 | 318,232 | 17-Nov-2005 | 04:42 |
| Microsoft.crm.platform.callout.manager.dll | 3.0.5300.1 | 43,800 | 17-Nov-2005 | 04:42 |
| Microsoft.crm.platform.server.dll | 3.0.5300.1 | 244,504 | 17-Nov-2005 | 04:42 |
The Microsoft Dynamics CRM client for Microsoft Office Outlook for Microsoft CRM Professional Edition for Service Providers
| File name | File version | File size | Date | Time |
|---|---|---|---|---|
| Crmaddin.dll | 3.0.5745.1032 | 1,181,032 | 25-Jan-2007 | 00:37 |
Installation information
Install this hotfix on computers that are running Microsoft Dynamics CRM 3.0 server components or the Microsoft Dynamics CRM client for Outlook.Note The Microsoft Dynamics CRM client for Outlook includes both the Microsoft Dynamics CRM laptop client for Outlook and the Microsoft Dynamics CRM desktop client for Outlook.
If you are using Microsoft Dynamics CRM 3.0, this hotfix contains one Microsoft Dynamics CRM server installation file and three Microsoft Dynamics CRM client for Outlook installation files. The Microsoft Dynamics CRM client for Outlook file that you must install depends on the version of Microsoft Dynamics CRM client for Outlook that you are running. To determine which version of Microsoft Dynamics CRM client for Outlook that you are running, follow these steps:
| 1. | Click Start, click Control Panel, and then click Add or Remove Programs. |
| 2. | Click Microsoft CRM, and then click Click here for support information. |
| 3. | If you are using Microsoft Dynamics CRM client for Microsoft Office Outlook 3.0, the version is 3.0.5300.0. If you are using the Microsoft Dynamics CRM Compatibility Release, which is the compatibility version for Windows Vista and for 2007 Office, the version is 3.0.5300.1361. |
Microsoft Dynamics CRM server
If you are using either Microsoft Dynamics CRM client for Outlook or Microsoft Dynamics CRM Compatibility Release, you must install the server hotfix that is included in the hotfix download. The file is CRM3.0-KB931270-Server-ENU.exeNote ENU is the placeholder for the actual language version.
The server hotfix must be installed to maintain file consistency, even though the problem is experienced in the Microsoft Dynamics CRM client. This file consistency is required because of dependencies for other hotfixes.
Microsoft Dynamics CRM client for Outlook
If you are using Microsoft Dynamics CRM client for Outlook, you must use the following installation file:CRM3.0-KB931270-Client.ENU.exe
Note ENU is the placeholder for the actual language version.Install this hotfix if you are using either the Microsoft Dynamics CRM laptop client or Microsoft CRM desktop client.
Microsoft Dynamics CRM Compatibility Release
If you are using the Microsoft Dynamics CRM Compatibility Release desktop client for Outlook, you must install the CRM3.0c-KB931270-DesktopClient-ENU.msp file. If you are using the Microsoft CRM Compatibility Release laptop client for Outlook, you install the CRM3.0c-KB931270-LaptopClient-ENU.msp file.Notes
| • | An .msp file resembles an .msi executable file. |
| • | ENU is the placeholder for the actual language version. |
| • | This .msp file is used for installations of Windows Vista and of Microsoft Windows XP. This MSP package installation does not have a user interface wizard. When the hotfix installation runs successfully, the Command Prompt window appears. The window then disappears when the installation succeeds. You receive an error message if there are any problems with the installation. |
Prerequisites
You must have Microsoft Dynamics CRM 3.0 installed to apply this hotfix.Restart requirement
If you are prompted, restart the computer after you apply this hotfix.Removal information
To remove this hotfix from a computer that is running Microsoft Dynamics CRM 3.0 server components or the Microsoft Dynamics CRM client for Outlook, 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 server components or the Microsoft Dynamics CRM client for Outlook.The Spuninst.exe tool is located in the %Windir%\$NTUninstallKB931270$\Spuninst folder.
STATUS
After you install the hotfix that is mentioned in the "Resolution" section, this problem is fixed in the following release of the Microsoft Dynamics CRM client for Outlook:
| • | The original release |
| • | The Chinese and Japanese version |
| • | The Microsoft Dynamics CRM 3.0 Professional Edition for Service Providers |
| • | The Microsoft Dynamics CRM 3.0 client for Outlook Compatibility Update release. |
