Who is this article for?

Users encountering the 'Caching Item Failed' error.

No special access or permissions are required.

This article explains possible reasons why you might be receiving the error.

You should be able to see this if you click on Status, you may need to filter this view on pending or failed items and you can press the arrow next to each item to expand it and get more details.

1. Troubleshooting

To troubleshoot the issue, try the following steps.

1.1. Checking Location access

First, check that the Location you're filing to exists.

If it does, check that the computer you are on can access that Location. If there is a login prompt, such as with a SharePoint Location, you will need to login as the same user that was logged in for Mail Manager

1.2. Checking cache log errors

Check if the SharePoint Location is getting the "Key not valid for use in specified state" error.

You can do this by capturing diagnostic information and reviewing the cache log.

If this is found in the filer cache log, this would suggest the token for the SharePoint access is stagnant .

To resolve this issue:

1. Close Outlook.
2. Navigate to localappdata%\28Hands\Mail Manager\ in File Explorer.
3. Delete the file named mmAuthStore.db.
4. Restart Outlook.

When loading Outlook, it will prompt to login to SharePoint again and clear the cached errors.

1.3. Checking exchange account setup

Cached Exchange Mode is a requirement of Mail Manager to allow changes to be made when offline and also when a lot of changes are made in quick succession, for these not to conflict. If this is not in place, this can cause error too.

1.4. Checking filing behaviour

Try cancelling the filing to see if it removes it from the Status screen.

If the entry comes back:

1. Navigate to %LocalAppData%\Oasys\Mail Manager\FilingCache in File Explorer.
2. Cancel the filing on the Status screen.
3. Delete the content of the folder.

If the entry still comes back, it might be because Mail Manager may try to file them again if they are in the Filed Folders.

This can lead to errors if the associated folder no longer exists or has a different ID. You can identify the source of the error or use the following PowerShell script to find emails marked as not filed in subfolders under the inbox.

The script will show a filed folder ID in the Outlook description if it was meant to connect to a Location, indicating the email may be causing the issue. These emails can be refiled to the correct Location, which may need to be re-added.

If any old entries remain on the status screen, they can be cancelled. The script may not run on a user's computer unless digitally signed, but it can be copied from Notepad to PowerShell.

The results will be saved in %temp%\MMFiledFolderDiagnostics\UnfiledEmailsInFiledFolders.csv.

The script can be extracted from the zip file: Get-UnfiledEmailsInFiledFolders.zip

1.5. Checking items not marked as 'Completed'

If the issue persists, there is another script you can try running.

This script identifies items not marked as completed in the filing database, including emails causing the "Caching Item Failed" error.

It retrieves data from the Mail Manager databases and Outlook, such as the email's folder. If the email is missing in Outlook, the relevant fields will be empty. If the location isn't found in the user's Location list, it won't be displayed, likely causing the issue.

The solution is to locate the email in Outlook and refile it to a valid location, cancelling any failed filing attempts, which should resolve the error. If the email doesn't exist in Outlook, simply cancelling it should suffice. The script may not run on a user's computer unless permitted, but it can be copied from Notepad to PowerShell.

Note that if there is a 1 in the In FilerCache folder, this will mean an email with the same name as the 'Item Id' exists in the %localappdata%\Oasys\Mail Manager\FilingCache\ folder and if you cancel the filing you would also need to delete this file to stop it coming back.

Results will be saved in %temp%\MMFiledFolderDiagnostics\UnfiledEmailsInFiler.csv.

The script is available in this zip file: Get-UnfiledEmailsInFiler.zip