Wednesday, September 15, 2010

Microsoft Dynamics CRM 4.0 Outlook crashes when running lable mail merge

Recently, I have been helping a client to resolve Microsoft Dynamics CRM 4.0 Outlook client mail merge crashing Outlook issue. Luckily, with the help of Microsoft, we were able to identify it is actually a bug and the hotfix will be bundled in Rollup 13, which is scheduled to be released late September 2010.

To replicate the issue or test if you are affected by the same bug, try the following steps:

1. Start Outlook 2007 with CRM Outlook loaded.
2. Go to CRM Contacts, click Word Mail Merge, select Letter and Organisational template, then all records on current page. (In our case, it was a Lable template).
3. Complete Word Mail Merge steps. From the last step, click "Edit Individual Letters"
4. Send error message to Microsoft pops up. Then another pop up saying the activities have been tracked in CRM, but if you refer back to CRM, no activities are tracked.

In the Event Log, you may find something similar to below:
Event Type: Error

Event Source: C:\Program Files\Microsoft Office\Office12\OUTLOOK.EXE

Event Category: None

Event ID: 5000

Date: 3/22/2010

Time: 1:22:48 PM

User: N/A


The description for Event ID ( 5000 ) in Source ( C:\Program Files\Microsoft Office\Office12\OUTLOOK.EXE ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: crmunmanaged, 4.0.7333.2138, outlook.exe, 629, c__bt_13487_src_application_outlook_addin_mailmerge.cpp, NIL, NIL, NIL, NIL, NIL, NIL.