CRM Email Tracking Troubleshooting/Logging

Can anyone shed any light on how to troubleshoot email tracking issues in
CRM. We have several users who have no issues and others who have to manually
resolve every reply they receive to a valid contact in CRM. I see this is a
heavily asked question here in 1 form or another so my question is what steps
can we take to see what is going on and how to solve this?
What would be great/ideal:
When you click â??Track in Crmâ?? in Outlook a log entry is created in CRM
somewhere such as

Stage 1. Tracking record attempted to be created â?? matching token used
(email address: bgates@microsoft.com).
Stage 2 (Success): Matching token found (Contact: Bill Gates
bgates@microsoft.com)
Stage 2 (fail): Matching token not found (Checked Contact and Account tables
for matching email â?? no match found). Contact must be manually resolved to
correct record.

If this information was stored in the database or a log file somewhere that
we could review and see what the issue is this would really help resolve
this. Maybe this info is logged somewhere and if so please direct us to how
to find it or enable it for troubleshooting and resolution of this important
issue.

Tricia
Fri Feb 29 08:22:10 CST 2008

We've had similar issues. We traced it back to the size of the
person's mailbox. If they had over 1000 messages in the inbox and
sent items, the icon never changed to "tracked." However, the message
actually was getting tracked (look in the History of the entity the
email was regarding). There is a registry key you can change that
controls how many messages CRM will search for. Look at this
knowledge base article: http://support.microsoft.com/kb/916566.

Kapil
Tue Mar 11 11:47:02 CDT 2008

Hi Tricia,

Can you please throw some light on the fact that, Email are being properly
trackied in the Lead stage. But when I convert the Lead to an opportunity,
then I have to manually resolve the email ids.

You help woul dbe very much apprecaied.

Thanks,


"Tricia" wrote:

> We've had similar issues. We traced it back to the size of the
> person's mailbox. If they had over 1000 messages in the inbox and
> sent items, the icon never changed to "tracked." However, the message
> actually was getting tracked (look in the History of the entity the
> email was regarding). There is a registry key you can change that
> controls how many messages CRM will search for. Look at this
> knowledge base article: http://support.microsoft.com/kb/916566.
>