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SYMPTOMS
An e-mail address is unresolved in the From field on the e-mail activity detail
form in Microsoft Dynamics CRM 3.0. However, the e-mail activity does appear on
the History tab of the contact or of the account. This problem occurs when you
receive an e-mail message in Microsoft Dynamics CRM from a contact or from an
account that was converted from a lead. When you send an e-mail message from an
existing Microsoft Dynamics CRM contact or account, the e-mail address does not
resolve to the contact or to the account record. When you view the e-mail
message in Microsoft Dynamics CRM, you receive the following error message:
The sender's email address could not be resolved to a record in the system. At
least one recipient could not be resolved to a record in the system.
CAUSE
This problem occurs if you receive an e-mail message in Microsoft Dynamics CRM
from an entity that has a duplicate e-mail address. For example, this problem
occurs if you receive an e-mail message from a contact that has an e-mail
address of someone@microsoft.com, and an existing user in Microsoft Dynamics
CRM also has an e-mail address of someone@microsoft.com.
Note This problem typically occurs if you convert a lead to another entity in
Microsoft Dynamics CRM. In this case, the same e-mail address exists in both
records.
RESOLUTION
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. 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:
http://support.microsoft.com/contactus/?ws=support
(http://support.microsoft.com/contactus/?ws=support)
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.
File name File version File size Date Time Platform
Crmnativeinteropproxy.dll 3.0.5300.1154 3,398,480 02-Jun-2006 00:41 x86
Installation information
Warning Serious problems might occur if you modify the registry incorrectly by
using Registry Editor or by using another method. These problems might require
that you reinstall the operating system. Microsoft cannot guarantee that these
problems can be solved. Modify the registry at your own risk.Install this
hotfix on computers that are running the server components of Microsoft
Dynamics CRM 3.0.To enable this hotfix, follow these steps:
1. On the Microsoft CRM server, click Start, click Run, type
regedit, and then click OK.
2. Locate and then select the following registry subkey:
HKEY_LOCAL_MACHINE\Software\Microsoft\MSCRM
3. On the Edit menu, point to New, and then click DWORD Value.
4. Type DisableSenderMultiMatching, and then press ENTER.
5. Right-click DisableSenderMultiMatching, and then click
Modify.
6. In the Value data box, type 1 , and then click OK.
7. On the File menu, click Exit.
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