Microsoft CRM may become unresponsive after you export many records to Excel (890690)


The information in this article applies to:

  • Microsoft Business Solutions CRM Customer Service
  • Microsoft Business Solutions CRM Sales, when used with:
    • Microsoft CRM 1.2
  • Microsoft CRM 1.2

SYMPTOMS

After you export many records to Microsoft Excel from Microsoft Business Solutions CRM, you may experience one or more of the following issues:
  • Microsoft CRM becomes unresponsive.
  • CPU utilization on the Microsoft CRM server is greater than you expect.
  • You experience timeouts.
  • You experience response times that are slower than the typical response times in Microsoft CRM
  • SQL locking problems and SQL blocking problems occur on the Microsoft SQL server that stores the Microsoft CRM databases.

    Note For more information about how to monitor blocking, see the "References" section.
These issues cause performance to deteriorate in Microsoft CRM until the export times out or is completed.

CAUSE

Microsoft CRM waits until all the data is obtained from the Microsoft CRM databases. Then, Microsoft CRM returns the data to Excel.

After you apply the hotfix that is described in the "Resolution" section, Microsoft CRM exports data to Excel differently. Microsoft CRM exports the data in smaller increments, instead of waiting for all the data.

RESOLUTION

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:

904435 Update Rollup 2 is available for Microsoft CRM 1.2

MORE INFORMATION

After you apply this hotfix, if you still experience the issues that are in the "Symptoms" section you must follow these steps. These steps increase the httpRuntime executionTimeout value in the Web.config file for the Microsoft CRM Web site.

Note You must enter the httpRuntime executionTimeout value in seconds. By default, this value is not listed in the Web.config file. Instead, the value is obtained from the Machine.config file for the Microsoft.Net Framework. The default setting for the httpRuntime executionTimeout value is 90 seconds. These steps describe how to add this value to the Web.config file. After you follow these steps, this value changes only for the Microsoft CRM Web site. Therefore, this change will not affect other Microsoft .Net applications that run on the Microsoft CRM server.
  1. Click Start, point to Run, and then type notepadinstalldrive :\inetpub\wwwroot\web.config, where installdrive is the drive where the Web.config file is located, and then click OK.
  2. Locate the following section.
    <configuration><system.web>
  3. After <system.web>, add the following entry.
    <httpRuntime executionTimeout="1800"/> 
	</system.web>
    The entry in the Web.config file would look similar to the following.
    <configuration><system.web><httpRuntime executionTimeout="1800"/> 
</system.web>
    Note If you still experience the issues listed in the "Symptoms" section, continue to increase this value to an acceptable level.
  4. On the File menu, click Save. Quit Notepad.
Note If you export many records, you may reach the row limit for all versions of Excel. The limit is 65,536 rows.

WORKAROUND

This hotfix does change the way that Microsoft CRM Sales for Outlook exports data to Excel. To work around this issue in Microsoft CRM Sales for Outlook, follow these steps:
  1. Make sure that you are online in Microsoft CRM Sales for Outlook.
  2. Click the Online Services folder to open Microsoft CRM. This option is available only if you are online.
  3. Locate the records that you want to export to Excel.

REFERENCES

For more information about how to monitor blocking in SQL Server 2000, click the following article number to view the article in the Microsoft Knowledge Base:

271509 How to monitor SQL Server 2000 blocking

For more information about the terminology that is used to describe Microsoft product updates, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

For more information about Microsoft CRM hotfix and update package naming standards , click the following article number to view the article in the Microsoft Knowledge Base:

887283 Microsoft Business Solutions CRM software hotfix and update package naming standards

Modification Type:MinorLast Reviewed:9/8/2006
Keywords:kbprb kbMBSMigrate kbQFE kbHotfixServer KB890690
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