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Microsoft Dynamics CRM (Archived)

User cant mail from case ( Error included)

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Posted on by 65

User wants to mail from a case. When clicking the Button mail on the ribbon there is no response. If case is closed and it is reopend it works. This happens on a regular bases.

Where  using CRM '11 with rollup 16

- System - Provider [ Name] Windows Error Reporting - EventID 1001 [ Qualifiers] 0 Level 4 Task 0 Keywords 0x80000000000000 - TimeCreated [ SystemTime] 2014-10-06T11:04:28.000000000Z EventRecordID 11375 Channel Application Computer Security - EventData 8079889 21 CRMmanaged2 Not available 0 5.0.9690.3911 OUTLOOK Microsoft.Crm.Application.Outlook.Components.Platform NullReferenceException b__55 0 C:\Users\*****\AppData\Local\Temp\CRMmanaged2Info-130427.txt C:\Users\*****\AppData\Local\Microsoft\Windows\WER\ReportArchive\NonCritical_5.0.9690.3911_506ce0c5506c848baf4e3ec184314e06ac87d_11039ccf 0 896ebd57-4d48-11e4-b8b1-8c89a520c699 0

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  • nlszrmnd Profile Picture
    65 on at

    Our CRM dept. took a like and did an Outlook trace.

    They received an error:

    HandleException: Unhandled Exception: System.NullReferenceException: Object reference not set to an instance of an object

    They think its an Memory issue

  • Ben Mueller Profile Picture
    on at

    It sounds like your CRM dept is on the right track. Next time this happens, take a look at the process in Task Manager to see how much memory it is using and let us know.

    Additionally, you could also run a Fiddler trace during the issue to see if any data is actually being sent when clicking that button.

  • nlszrmnd Profile Picture
    65 on at

    So in the task manager there wasn't mucht to see. No high values.

    I did a memtest but had no errors.

    I ran a fiddlertest. Ill post the logs here.

    This is a Tunnel. Status: CLOSED, Raw Bytes Out: 6.846; In: 25.819

     

    The selected session is a HTTP CONNECT Tunnel. This tunnel enables a client to send raw traffic (e.g. HTTPS-encrypted streams or WebSocket messages) through a HTTP Proxy Server (like Fiddler).

     

     

    To enable Fiddler's HTTPS-decryption feature and view decrypted traffic, click Tools > Fiddler Options > HTTPS.

     

     

    Request Count:   1

    Bytes Sent:      321              (headers:321; body:0)

    Bytes Received:  185              (headers:185; body:0)

    Tunnel Sent:     6.846

    Tunnel Received: 25.819

     

    ACTUAL PERFORMANCE

    --------------

    ClientConnected:    08:16:29.093

    ClientBeginRequest: 08:16:29.094

    GotRequestHeaders:  08:16:29.094

    ClientDoneRequest:  08:16:29.095

    Determine Gateway:  0ms

    DNS Lookup:         8ms

    TCP/IP Connect:     0ms

    HTTPS Handshake:    0ms

    ServerConnected:    08:16:29.103

    FiddlerBeginRequest:       08:16:29.104

    ServerGotRequest:   08:16:29.104

    ServerBeginResponse:       00:00:00.000

    GotResponseHeaders: 00:00:00.000

    ServerDoneResponse: 08:17:29.327

    ClientBeginResponse:       08:17:29.327

    ClientDoneResponse: 08:17:29.327

     

           Overall Elapsed:    00:01:00.2330645

     

    RESPONSE BYTES (by Content-Type)

    --------------

    ~headers~: 185

     

     

    ESTIMATED WORLDWIDE PERFORMANCE

    --------------

    The following are VERY rough estimates of download times when hitting servers based in Seattle.

     

    US West Coast (Modem - 6KB/sec)

           RTT:         0,10s

           Elapsed:     0,10s

     

    Japan / Northern Europe (Modem)

           RTT:         0,15s

           Elapsed:     0,15s

     

    China (Modem)

           RTT:         0,45s

           Elapsed:     0,45s

     

    US West Coast (DSL - 30KB/sec)

           RTT:         0,10s

           Elapsed:     0,10s

     

    Japan / Northern Europe (DSL)

           RTT:         0,15s

           Elapsed:     0,15s

     

    China (DSL)

           RTT:         0,45s

           Elapsed:     0,45s

     

     -------------------------------------------------------------------------------------------

    Tunnel Received: 4.789

     

    ACTUAL PERFORMANCE

    --------------

    ClientConnected:    08:16:29.536

    ClientBeginRequest: 08:16:29.538

    GotRequestHeaders:  08:16:29.538

    ClientDoneRequest:  08:16:29.538

    Determine Gateway:  0ms

    DNS Lookup:         0ms

    TCP/IP Connect:     0ms

    HTTPS Handshake:    0ms

    ServerConnected:    08:16:29.538

    FiddlerBeginRequest:       08:16:29.538

    ServerGotRequest:   08:16:29.538

    ServerBeginResponse:       08:16:29.716

    GotResponseHeaders: 08:16:29.716

    ServerDoneResponse: 08:16:30.621

    ClientBeginResponse:       08:16:30.621

    ClientDoneResponse: 08:16:30.621

     

           Overall Elapsed:    00:00:01.0833249

     

    RESPONSE BYTES (by Content-Type)

    --------------

    ~headers~: 148

     

     

    ESTIMATED WORLDWIDE PERFORMANCE

    --------------

    The following are VERY rough estimates of download times when hitting servers based in Seattle.

     

    US West Coast (Modem - 6KB/sec)

           RTT:         0,10s

           Elapsed:     0,10s

     

    Japan / Northern Europe (Modem)

           RTT:         0,15s

           Elapsed:     0,15s

     

    China (Modem)

           RTT:         0,45s

           Elapsed:     0,45s

     

    US West Coast (DSL - 30KB/sec)

           RTT:         0,10s

           Elapsed:     0,10s

     

    Japan / Northern Europe (DSL)

           RTT:         0,15s

           Elapsed:     0,15s

     

    China (DSL)

           RTT:         0,45s

           Elapsed:     0,45s

    --------------------------------------------------------------------------------------------------------------------

    CONNECT crm.albron.nl:443 HTTP/1.0
    User-Agent: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET4.0C; .NET4.0E; InfoPath.3)
    Host: crm.albron.nl:443
    Content-Length: 0
    Connection: Keep-Alive
    Pragma: no-cache
    A SSLv3-compatible ClientHello handshake was found. Fiddler extracted the parameters below.
    Version: 3.1 (TLS/1.0)
    Random: 54 40 B4 3D 16 A7 32 E9 52 28 62 07 76 A8 02 09 F2 CF F5 6E 05 8D 07 B6 7B A4 67 E3 C8 47 2B 1D
    "Time": 21-10-2002 19:58:44
    SessionID: C5 43 00 00 2E 2F 1B 3D E5 FF F9 2A 75 B2 99 FA 2A 56 F7 DD BB 13 DC 20 C5 D4 41 0E FD 70 2A F7
    Extensions: 
    renegotiation_info 00
    server_name crm.albron.nl
    status_request OCSP - Implicit Responder
    elliptic_curves secp256r1 [0x17], secp384r1 [0x18]
    ec_point_formats uncompressed [0x0]
    Ciphers: 
    [002F] TLS_RSA_AES_128_SHA
    [0035] TLS_RSA_AES_256_SHA
    [0005] SSL_RSA_WITH_RC4_128_SHA
    [000A] SSL_RSA_WITH_3DES_EDE_SHA
    [C013] TLS1_CK_ECDHE_RSA_WITH_AES_128_CBC_SHA
    [C014] TLS1_CK_ECDHE_RSA_WITH_AES_256_CBC_SHA
    [C009] TLS1_CK_ECDHE_ECDSA_WITH_AES_128_CBC_SHA
    [C00A] TLS1_CK_ECDHE_ECDSA_WITH_AES_256_CBC_SHA
    [0032] TLS_DHE_DSS_WITH_AES_128_SHA
    [0038] TLS_DHE_DSS_WITH_AES_256_SHA
    [0013] SSL_DHE_DSS_WITH_3DES_EDE_SHA
    [0004] SSL_RSA_WITH_RC4_128_MD5
    Compression: 
    [00] NO_COMPRESSION
    HTTP/1.0 200 Connection Established
    FiddlerGateway: Direct
    StartTime: 08:16:29.104
    Connection: close
    This is a CONNECT tunnel, through which encrypted HTTPS traffic flows.
    To view the encrypted sessions inside this tunnel, enable the Tools > Fiddler Options > HTTPS > Decrypt HTTPS traffic option.
    A SSLv3-compatible ServerHello handshake was found. Fiddler extracted the parameters below.
    Version: 3.1 (TLS/1.0)
    SessionID: C5 43 00 00 2E 2F 1B 3D E5 FF F9 2A 75 B2 99 FA 2A 56 F7 DD BB 13 DC 20 C5 D4 41 0E FD 70 2A F7
    Random: 54 40 B4 3D C7 CF 70 5C B4 C0 1D 89 3E 5B 0E 1A 39 24 78 82 3A 9B F1 DE BB F0 21 3F 68 51 40 8C
    Cipher: TLS_RSA_AES_128_SHA [0x002F]
    CompressionSuite: NO_COMPRESSION [0x00]
    Extensions:
    renegotiation_info 00
    ------------------------------------------------------------------
    CONNECT watson.microsoft.com:443 HTTP/1.1
    Host: watson.microsoft.com:443
    A SSLv3-compatible ClientHello handshake was found. Fiddler extracted the parameters below.
    Version: 3.1 (TLS/1.0)
    Random: 54 40 B4 3D 8D F6 09 8D C3 3E D9 7A D9 2B 95 4C 24 62 37 54 11 CA AC DA A7 00 74 63 C0 00 D8 D5
    "Time": 21-10-2002 19:58:44
    SessionID: empty
    Extensions: 
    renegotiation_info 00
    server_name watson.microsoft.com
    elliptic_curves secp256r1 [0x17], secp384r1 [0x18]
    ec_point_formats uncompressed [0x0]
    Ciphers: 
    [002F] TLS_RSA_AES_128_SHA
    [0035] TLS_RSA_AES_256_SHA
    [0005] SSL_RSA_WITH_RC4_128_SHA
    [000A] SSL_RSA_WITH_3DES_EDE_SHA
    [C013] TLS1_CK_ECDHE_RSA_WITH_AES_128_CBC_SHA
    [C014] TLS1_CK_ECDHE_RSA_WITH_AES_256_CBC_SHA
  • nlszrmnd Profile Picture
    65 on at

    So i replaced the user's pc with an all new one straight from the box but that didn't solve it either.

  • nlszrmnd Profile Picture
    65 on at

    bump anyone?

  • Ben Mueller Profile Picture
    on at

    From the error message you provided, it appears that you are experiencing this issue in the CRM Outlook Client. In order to narrow down the underlying cause of this issue, you will need to do some troubleshooting within Outlook.

    The following KB article is a bit long, but it contains step by step instructions on how to troubleshoot this type of scenario. Please go through these steps and let us know the outcome.

    http://support.microsoft.com/kb/2934538

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