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CRM/Outlook Sync Issues

Posted on 2008-11-05
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Last Modified: 2010-02-10
We are currently using CRM 3.0 with about 85 users that access it via the Outlook Desktop client.  The ones having the issue are all using Windows XP with Office 2007, both fully patched.

We keep getting a large number of errors in the Sync Issues folders that seem related to CRM appointments.  Weve noticed with a lot of these users that once they the number of sync error notifications grow that it seems to slow outlook down drastically.

As a temporary fix we have been just deleting these items out of their Sync Issues folders to help speed Outlook back up.  What wed like to do is find out what is actually causing these sync issues in the first place.  We have tried to research the error message associated with the sync errors but havent been able to find a solution.
      
Ive included an example of item below.  It seems to get a very large amount of errors from a single item.

10:11:24 Error synchronizing message Message Name
10:11:24                 [80070005-508-80070005-1340]
10:11:24                 You do not have sufficient permission to perform this operation on this object.  See the folder contact or your system administrator.
10:11:24                 Microsoft Exchange Information Store
10:11:24                 For more information on this failure, click the URL below:
10:11:24                 http://www.microsoft.com/support/prodredirect/outlook2000_us.asp?err=80070005-508-80070005-1340
10:11:24 Moved a message that failed synchronization to 'Local Failures'. Message subject -> 'Message Name'. You can view this message in your offline folder file only.
10:11:24 Done

Im not sure if I explained that very well but if you have any questions please dont hesitate to ask.  If you have any suggestions or ideas please dont hesitate to let us know.

Thanks,
Joe
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Question by:DCTIT
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by:WilyGuy
WilyGuy earned 1500 total points
ID: 22889883
Was Outlook upgraded to Outlook 2007 or clean install?

Was the Outlook client for CRM installed using the latest software (do a search for V3C client for CRM 3.0)

This is a relatively generic error, but the link takes you to Outlook 2000 troubleshooting. (hence the first question)
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Author Comment

by:DCTIT
ID: 22890339
Outlook client is using Rollup 2.

Outlook was using 2007 and this is fresh install (we replaced his laptop within the past 3 months).

I'm in the process of doing some more testing on another PC to make sure it is nothing related to his PC profile.  I'm also going to testing using CRM Rollup 3 on this client ot see what happens.  I'll update this once I'm doing testing.
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by:WilyGuy
WilyGuy earned 1500 total points
ID: 22890658
I wasn't referring to the Rollups.  There is a new installation package for the Outlook Client that supports Vista and/or Outlook 2007.  it is called the V3C compatibility client.  This is not the RTM client on the media.
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Author Comment

by:DCTIT
ID: 22897242
I'm sorry yes we are using the V3C Client (Build  3.0.5300.1361) with Rollup 2 currently installed.

I tried to test on another PC and the same thing happened so I know it is something between Outlook and CRM.  I'm kicking around the idea of backing up his Calendar and then removal all events on it and then trying to run CRM on it again to see if an existing appointment is causing the conflict.
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by:WilyGuy
WilyGuy earned 1500 total points
ID: 22897431
Alternatively, you could make him an admin in CRM to make sure it isn't a permission issue within CRM.
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Author Comment

by:DCTIT
ID: 22899383
It shouldn't be a permission issue because we are using groups for security and he is the only one that is consistently having the issue (there are probably 20 + users in the same group).

If wiping the calendar doesn't help the issue I will try that though.  

In the mean time since I won't be able to do this until next week when he comes in for a meeting is there anything else I could try to test?

Thanks,
Joe
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WilyGuy earned 1500 total points
ID: 22899578
I thought there were more than one user?  Are they all field people?
What happens during a Manual Sync?
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Author Comment

by:DCTIT
ID: 22899987
I'm sorry, I didn't say that right.  There are a few users experiencing it in the past but right now we have one user that is having the issue and seems to be affecting him more then we have seen in the past.

The one in particular is just in a remote office (about 50% of the company is).  They all have a T1 connection back to main office (where the crm/exchange server are).

It is on a desktop client if that makes any difference.  
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Author Comment

by:DCTIT
ID: 22955454
What we have done and so far it at least appears to of have helped is remove all of the users past calendar appointments.   I believe one of his past appointment was causing a a conflict and that was causing the errors in the sync logs.  So far this has appeared to help going on the past couple of days.

One way to also help clean up the sync logs is to remove the users *.ost file from his PC and then let Outlook create a new one from the exchange server.  Depending on the number of sync issues they have this can be a huge time saver.  

Thanks WillyGuy for your help.
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Expert Comment

by:frboya
ID: 26535367
Have you had any other issue like this since you deleted the problematic situation? I am asking this since we are in the same situation with Outlook 2007/CRM 4.0 and the "fix" from Microsoft is to give read/write access to the users that have this issue to all other employees calendars/tasks/etc.

Thanks,
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Author Comment

by:DCTIT
ID: 26535891
Still run into the issue from time to time.

Have found that is is an issue with Outlook appointments and if it becomes a real issue we have deleted all post calendar appts for the affected user and then let it run.  

Not a great solution but this way it has nothing to conflict with in past appointments and all upcoming ones can be addressed (usually only 1 if any from what we've experience).

Not sure if this helps but it's something that we have been able do to help out.
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