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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 2015 on Premise - ...
Microsoft Dynamics CRM (Archived)

CRM 2015 on Premise - Tracked email encoding issue

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Posted on by Community Member

Hey Everyone!

We have been experiencing a strange issue. It seems like there is something going wrong when email messages that are tracked into CRM. The encoding seems to fail and changes characters to weird characters.

So far we have identified that the " - " and " ' " is encoded incorrectly.

We have tried changing the encoding in Outlook to Unicode UTF-8 but that doesn't seem to do anything.

We don't have any other language packs installed except English.

Please see the screenshots attached.

Cheers,

FrancoisEmail-encoding-issue-_2D00_-CRM.pngEmail-encoding-issue-_2D00_-Outlook.png

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    I've been having similar issues with some characters like: ã á ó à é, etc.

  • Community Member Profile Picture
    Community Member on at

    We decided to log a support request with Dynamics CRM support, this seems like a bug in 2015.

    I will update the ticket again later on.

  • Sumeet_MSFT Profile Picture
    Sumeet_MSFT on at

    Hello Francois,

    This is an known issue in CRM 2015 and CRM 2015 update 0.1 environments.

    The issue is going to be resolved on CRM 2015 update 0.2.

    I would recommend you to open a support with Microsoft to further investigate on the same.

    Thanks & Regards,

    Sumeet Deshmukh

    Microsoft Dynamicsâ„¢ CRM Support Engineer

  • Community Member Profile Picture
    Community Member on at

    Hello Francois,

    can you share your result from the support request with us? I cannot find any hint in the description of CRM Update 0.2 for the resolution of this issue. I have the same behavoir in different customer environments.

    Thank you.

  • Community Member Profile Picture
    Community Member on at

    Hi Karin,

    We isolated the issue, it is caused when Outlook is set to use non standard message encoding settings. The preferred encoding is Western European (ISO) and Western European (Windows). This can be found in the Outlook Advanced Options.

    In our case it was set to Unicode-UTF8. It's not supported and will encode messages tracked into CRM incorrectly. We have however also replicated it by sending messages from other email clients using UTF8 and they sometimes tracked correctly and other times not.

    It's very frustrating for some of our clients, but it seems to be better since we made sure Outlook was at least set to use the 'standard' encoding settings.

    Regards,

    Francois

  • Community Member Profile Picture
    Community Member on at

    Hello Francois,

    in the meantime I made a support call at Microsoft. This issue will be resolved in UR0.2, but unfortunately is not yet available (it should be since September). In my case I got a hotfix from Microsoft and this should solve the issue.

    Kind Regards,

    Karin

  • Steeve G Profile Picture
    Steeve G on at

    We are having the same issue. Does anyone know if a fix exists or if this bug exists for Dynamics CRM 2016 ?

    Thanks!

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