The CRM Sales for Outlook client does not create new contacts and new activities when you work offline (870634)

Important This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows Registry

CRM SE:891

SYMPTOMS

When you work offline on the Microsoft Business Solutions CRM Sales for Outlook client, CRM contacts and CRM activities are not created in Microsoft Outlook. CRM activities include tasks and appointments. After you take the program offline, contacts are not displayed in the Outlook Contacts folder, and activities are not displayed in the Tasks or Calendar panes.

You may also see the some of the following symptoms in Outlook:

Contacts or activities are deleted.
The Do Not Update Outlook check box is cleared in the Offline Configuration dialog box.
The Contacts, My Tasks, and My Appointments check boxes are selected in the Set Personal Options dialog box.

CAUSE

The CRM contacts or activities were deleted from Outlook. These items are not re-created in subsequent synchronizations between CRM Sales for Outlook and Outlook.

RESOLUTION

To resolve this problem, install the Microsoft CRM 1.2 hotfix that is described in the following Microsoft Knowledge Base article:

873262 Improve synchronization performance when Microsoft Business Solutions CRM Sales for Outlook 1.2 is taken offline

MORE INFORMATION

Steps to reproduce the problem

Delete the CRM contacts from the CRM Sales for Outlook client by completing the following steps:
1. In the navigation pane, expand the Microsoft CRM folder, and then click Contacts.
2. Click to select the Select all records on this page check box.
3. Click Actions, and then click Delete.
Delete the CRM activities from the CRM Sales for Outlook client by completing the following steps:
1. In the navigation pane, expand the Microsoft CRM folder, and then click the Activities folder.
2. Click to select the Select all records on this page check box.
3. Click Actions, and then click Delete.
On the CRM Menu bar of the CRM Sales for Outlook client, click Go Offline.

After the synchronization is completed, the CRM contacts and the CRM activities are not displayed.