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Troubleshooting red/yellow status icons when emails not filing
Who is this article for?Users experiencing issues with emails getting stuck when filing.
No special access or permissions are required.
The article covers how to troubleshoot the red status icon which will also so an X on it, a yellow status icon that won't change for emails stuck pending. This would be where emails are failing to file or are stuck unable to complete their filing.
1. Troubleshooting the error
To troubleshoot the error:
- Click the Status icon to open the dashboard.
- Select Error & Pending from the Show dropdown.
- Click the arrow next to an entry.
This expanded view may provide more details as to why this is failing.
In the example above, it would be prudent to see if the S: drive is mounted and if that path is accessible under the S: drive.
Remember that users will also need permissions to file to the location in question.
- Check for other common errors:
- 404 Not Found means that the folder at the given link no longer exists or has been changed. They will probably need to re-map the filing location to correct folder.
- 403 Forbidden comes from SharePoint and means that the current logged in user does not have access to file the email to the chosen SharePoint folder.
Most of these errors can be diagnosed and fixed by reviewing the specific filing locations.
You can review these filing locations at Mail Manager > Tools > Locations
Then click through each collection and verify the filing location links to the email folders are correct and up to date.
2. Diagnosing using a script
If the error shows as "Caching Item Failed", follow our steps to troubleshooting the "Caching Item Failed" error.
However, the scripts mentioned in that article may help here, especially that under "1.5. Checking items not marked as 'Completed'" as this one helps to identify if the email trying to be filed is in Outlook, and if the location exists in the Mail Manager location database.
If having tried all the above, the cause of the error and resolution still can't be established, or you need further help, open a Support ticket, providing the details obtained in your investigation.