You may experience slow performance in the Microsoft CRM client for Outlook and performance problems on the Microsoft Exchange server when you work online in Microsoft Dynamics CRM (916566)

CAUSE

This problem occurs because you have many e-mail messages in the Inbox or in Inbox-related folders in Microsoft Outlook. These related folders include the Tasks folder, the Sent Items folder, sub-folders of the Inbox, and the Deleted Items folder.

Microsoft Dynamics CRM 3.0 has a new auto-tagging feature that tags e-mail for automatic tracking. When Microsoft CRM is tracking e-mail, the icon for the message changes.

Consider the following scenarios.

Scenario 1

User One is a user on a Microsoft CRM client computer.
User One sends an e-mail message to a customer.
The message is tracked in Microsoft CRM.
The customer replies to the message.

A copy of the e-mail message is added in Microsoft CRM and in the Inbox for User One. The e-mail message in User One's Inbox is tracked in Microsoft CRM.

Scenario 2

User One and User Two are users on Microsoft CRM client computers.
A customer sends an e-mail message to User One and copies the message to User Two.
User One turns on e-mail tracking for the message in Microsoft CRM.

The auto-tagging feature updates User Two's Inbox to reflect that the e-mail is being tracked in Microsoft CRM.

In both scenarios, the load on the client computers and on the Microsoft Exchange server is heavy if the number of e-mail messages that are in a client Inbox is too large. This heavy load occurs because of the large number of MAPI calls that identify each e-mail message.

RESOLUTION

To resolve this problem, use one of the following methods.

Method 1

Disable the e-mail auto-tagging feature for all Microsoft CRM users. To do this, follow these steps:

Start the Microsoft CRM server as a CRM administrator user.
Click Settings, click Organization Settings, and then click System Settings.
In the System Settings dialog box, click the Outlook Synchronization tab.
In the Check for promoted e-mail every field, type 9999.
In the Perform additional checks for promoted e-mails when new e-mail is received box, click No.
Click OK.
Restart each Microsoft CRM client.

Note If the value in the Check for promoted e-mail every field is 9999, the Microsoft CRM client for Outlook disables the auto-tagging feature. When the Microsoft Dynamics CRM client for Outlook is closed and restarted, the clock starts at "1." To enable the auto-tagging feature, you must keep the client open for slightly less than one week.

After you disable the auto-tagging feature, consider the scenarios from the "Cause" section again.

In scenario 1, the e-mail message arrives in User One's Inbox in Microsoft CRM, and the Microsoft CRM client for Outlook automatically tracks the message. However, the icon does not change as expected. If User One clicks Track in CRM, the Microsoft CRM client for Outlook recognizes that the message is already being tracked in Microsoft CRM. Therefore, the Microsoft CRM client for Outlook does not create a duplicate in Microsoft CRM.

In scenario 2, the e-mail message that is in User Two's Inbox is tracked in Microsoft CRM. However, the icon does not change as expected. If User Two clicks Track in CRM, the Microsoft CRM client for Outlook recognizes that the message is already being tracked by another user. Therefore, the Microsoft CRM client for Outlook does not create a duplicate in Microsoft CRM.

Method 2

Disable the auto-tagging feature for each specific user who has many e-mail messages in the Inbox.

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 your operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

On the Microsoft CRM client computer, close Outlook.
Click Start, click Run, type Regedit, and then click OK.
In Registry Editor, select the following registry subkey:
HKEY_CURRENT_USER\Software\Microsoft\MSCRMClient
Right-click MSCRMClient, point to New, and then click DWORD Value to create a new value.
Change the name of the value to TagDisabled.
Double-click TagDisabled.
In the Value data field, type 1. Then click OK.
On the File menu, click Exit.
Restart the client.

Method 3

Reduce the number of e-mail messages that are in the Inbox. The optimal number of messages for an Inbox or for a related folder is 1,000 or fewer.

You can use performance monitoring on the system to determine the optimal number of e-mail messages for an Inbox and for a related folder. Additionally, you can use performance monitoring to examine related processes in Microsoft CRM.