You cannot see some file attachments that are included in e-mail messages that are sent to a queue or to a user in Microsoft CRM (891392)


The information in this article applies to:

  • Microsoft Business Solutions CRM Sales for Outlook, when used with:
    • Microsoft Business Solutions CRM 1.0
    • Microsoft CRM 1.2
  • Microsoft CRM 1.2

Notice

INTRODUCTION

When you send an e-mail message that contains an attachment, the recipient may not receive the attachment in the e-mail message. This behavior occurs when you open a Microsoft Business Solutions - CRM e-mail message and you click the Attachments tab.

The following scenario describes one type of attachment that may not be included in a Microsoft CRM e-mail message:

Shortcut attachment
  1. Create a Microsoft CRM e-mail message.
  2. Click Insert, and then click File. Locate a file on a network share.
  3. When you have located a file, click the drop-down arrow, and then click Insert as Shortcut.
  4. The item that is attached to the e-mail message is labeled in the Shortcut to filename.ext format and is represented with a shortcut icon.
When you send the e-mail message, the recipient does not receive the attachment.

MORE INFORMATION

Shortcuts are recognized as linked files by Outlook 2002 and by Outlook 2003. They are considered as level-1 file attachments and as potentially harmful.

For additional information about shortcut attachments in e-mail messages, click the following article number to view the article in the Microsoft Knowledge Base:

284414 The recipient receives an "Outlook blocked access to the following potentially unsafe attachments" error message when you send an e-mail message that contains a shortcut to a file in Outlook 2002 and Outlook 2003

Like Microsoft Outlook, Microsoft CRM implements content attachment blocking. This feature is configurable from the registry of the Microsoft CRM server.

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

By default, the list of blocked attachments is in the following registry subkey:

HKLM\Software\Microsoft\MSCRM\BlockedAttachments

The list of blocked attachments in this registry subkey includes the following:
"ade;adp;app;bas;bat;chm;cmd;com;cpl;crt;csh;exe;fxp;hlp;hta;inf;ins;isp;js;jse;ksh;lnk;mda;mdb;mde;mdt;mdw;mdz;msc;msi;msp;mst;ops;pcd;pif;prf;prg;reg;scf;scr;sct;shb;shs;url;vb;vbe;vbs;wsc;wsf;wsh"

Warning If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.
How to add or to remove extensions in this registry subkey

To change the behavior of this registry subkey, follow these steps on the Microsoft CRM Server:
  1. Click Start, click Run, type regedit, and then click OK.
  2. Locate the following registry subkey:

    HKLM\Software\Microsoft\MSCRM

  3. Right-click the Blocked Attachments string value name, and then click Modify.
    • To add an extension for a file type that you want to block in Microsoft CRM, type the extension of the file type. For example, type exe. To specify multiple file types, include a semicolon between the extensions. For example, type exe;com.
    • To remove an extension for a file type that you want to enable in Microsoft CRM, drag the pointer over that extension, and then press DELETE.

  4. When you have finished, click OK, and then quit Registry Editor.
For this change to take effect, in Microsoft CRM Server, you must restart both Microsoft Internet Information Services (IIS) and the Microsoft CRM Security Service. This will clear the existing set of instructions for blocked attachments.

To restart IIS on the Microsoft CRM server, click Start, click Run, type issreset, and then click OK.

Note This will restart all IIS sites on this server, not just the Microsoft CRM Web site.

To restart the Microsoft CRM Security Service, follow these steps:
  1. Click Start, click Settings and then click Control Panel.
  2. Click Administrative Tools, click Services , and then right-click Microsoft CRM Security Service.
  3. Click Restart.
When you open the Microsoft CRM, you will be able to receive Microsoft CRM e-mail messages that are either sent to the Microsoft CRM user or to a Microsoft CRM queue. The message will contain attachments that do not have the extensions that were listed in the registry subkey earlier.

Note This change in the registry subkey will only affect new e-mail messages that are arriving through Microsoft CRM. This change neither blocks nor enables file attachments that have already been sent to a Microsoft CRM queue or to a Microsoft CRM user. This change also does not affect files that can be uploaded and attached to a Microsoft CRM Note.

Note We recommend that you enable only the file types that you need. If you know that a particular file attachment is blocked and you want to receive this attachment in Microsoft CRM, we recommend that you configure the registry to receive the file. You must do this before the e-mail message is sent. After you receive the e-mail message and the attachment in Microsoft CRM, we recommend that you then reconfigure to the blocked state by undoing the changes that you made to the registry.

Pre-requisites: Microsoft CRM Server and Microsoft CRM Exchange Queue Router must be set up so that they let you receive e-mail messages in Microsoft CRM.

Modification Type:MinorLast Reviewed:9/8/2006
Keywords:kbMBSemail kbMBSMigrate kbinfo KB891392 kbAudEndUser
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