When you send an e-mail message by using Microsoft Business Solutions CRM, the Microsoft CRM Exchange Router performs Unicode (UTF-8) encoding on the e-mail message. If the subject line of the e-mail contains a special character, the CRMExchangeQueueService.exe file cannot obtain the start placement or the end placement of the GUID for the e-mail message.

Note The following are examples of special characters that cause this behavior: å, æ, é, ñ, ö, and á.

The Microsoft CRM Exchange Router uses the GUID in the subject line of the e-mail message to identify Microsoft CRM-related e-mail. Therefore, the Microsoft CRM Exchange Router cannot parse the subject to capture the GUID. The e-mail is seen as unsolicited, even though it is a reply to an e-mail that originated in Microsoft CRM.

In Microsoft CRM, you can see that the reply e-mail that contains special characters in the subject line does not create an activity.

Note This problem applies to users who have the personal e-mail option set to Convert to e-mail activities: Only e-mail about existing Microsoft CRM records.

To view this option in Microsoft CRM, follow these steps:

1. Log on to Microsoft CRM by using the user account that you want to verify.
2. Click Tools, and then click Options.
3. Click the Activities tab, and then verify the setting for the Convert incoming e-mail option.

Note UTF stands for "Unicode Transformation Format."

Microsoft CRM has a fix for this problem that is part of a cumulative update. The cumulative update information is described in the following Microsoft Knowledge Base article: