Who is this article for?

Mail Manager Users experiencing a pop up window saying the browse isn't supported.

Another browser other than Internet Explorer needs to be installed

Mail Manager supports accessing locations on a SharePoint server. The underlying login window in v12.1 versions and earlier call on system browser prompt which relies on Internet Explorer, which SharePoint servers are rolling out a change to no longer permit. A fix for this is included in v12.3 of Mail Manager, to avoid this extra work.

1. Upgrade to Mail Manager v12.3 (roll out starts from 17 April 2023)

1. Auto update your Mail Manager installation if you are using a per user installation.

2. Alternatively, go to Upgrade Mail Manager and download the latest version. If you have a company roll out involved, then please refer to the multi user install methods on How to Install Mail Manager (Per-User) and How to Install Mail Manager (Per Machine)

If unable to upgrade then read the other steps instead.

2. How to correctly authenticate with SharePoint if you can't upgrade

1. Open Outlook
2. When the prompt appears, it should look like this. If you click on the link, or copy it, it should be possible to open the link shown in another web browser on your computer, such as Edge or Chrome, for example.
   
3. Follow the steps on that page to login and that should authenticate you.

3. Browser Not Supported

1. You may receive a message that says "Browser not supported"
2. Open a different browser (for example Chrome), and sign into the SharePoint tenant
3. This should resolve the issue.

4. SharePoint authentication window doesn't appear or appears for a second and then goes away 

1. Our Support team can check the diagnostic logs, if you raise a ticket with them first, on this and if the ODL-MailManager.Filer.Core-AuthenticationLogger file shows the dialog being cancelled, this can be an indication that the auth prompt is being blocked from loading at all. The alternative workaround should fix this until v12.3 is available for you. 

5. Troubleshooting

1.  If the message you are getting doesn't look like the above, it could be another software application intercepting the request and you may need to look at adding an exception so that you do receive the message above
2.  If you are still unable to authenticate, after following these steps, please raise this with Support, providing evidence that you are receiving this challenge.
   

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6. Alternative Workaround

If none of the above methods help, we have a separate file that can be run once a week to keep the authentication valid. The instructions for this are here:

1. Download the 'Refresh SharePoint Credentials.zip' file attached to this article
2. Double click the RefreshCredentials.exe to open the window, then select Extract all and select a location and extract the files (If you use a different zip file handler then follow the steps to extract  all the files)
   
   
   
3. Open the folder called Refresh Sharepoint Credentials and double-click the RefreshCredentials.exe
4. You may get a prompt from Microsoft Defender. Select More info and then Run anyway
   
   
5. Input the SharePoint tenant and select Refresh to bring up the authentication prompt. Input your details.
   
6. Continue any multi-factor authentication process you have until you reach your SharePoint site. You are now successfully authenticated.
   
   
7. Doing this once a week prevent the messages appearing.