Who is this article for?

Ideagen Mail Manager Users looking for known issues with Ideagen Mail Manager.

No elevated permissions are required.

This article documents known issues with Ideagen Mail Manager and provides workarounds where available.

1. Current and recent service incidents

No service incidents currently reported

28 July 2pm-29 July 3:30pm - Web Search was not functioning or was intermittently working. Our infrastructure team have fixed this so it is now working again.

2. Resolving category issues when replying with 'And file the email'

There is a known issue where selecting categories whilst filing emails with And file the email I'm replying to may not apply the category to the original email.

3. Verifying licence status in key manager

The key manager may display "Unlicensed, expired evaluation or using NEO protection." NEO is the new licensing system for most customers. This message can mislead users into thinking they are unlicensed.

To verify your licence status:

1. Go to About Ideagen Mail Manager.
2. Check your current licence information.

4. Indexing large mail folders in large SharePoint sites 

There is a known issue with SharePoint sites that have large quantities of items. Due to changes on the SharePoint side, v15.3 of MM is now retrieving all the items in a site before it starts working on just the emails in the folders it needs to index. This can mean the indexing is not completing for a location within 30 minutes before the indexing process starts again, cutting the indexing short.  This is resulting in locations not showing all the emails when they are searched.

Our Dev team are aware of this and have a fix targeted in v15.5, currently estimated to be released in December 2026.

In the interim, there are some config changes that could help as workaround, such as increasing the search indexer interval to 3 hours instead of 30 minutes. This would add a delay to emails being indexed but if they are not being indexed today, this will help get these results in, until this is fixed, and then this can be updated back to 30 minutes. If applying this update, please refer to sections 2 and 3 of this article: Applying additional user preferences

SearchIndexerInterval=03:00:00

Note that if challenges persist, it is recommended to raise this with Support so that the logs can be reviewed by our Dev team to advise on what config tweaks would workaround this best for your set up. We can also then confirm if this the same root cause, and register your interest in the fix for this.

5. Fixed items that were recently listed here

Fully wildcarded SharePoint sites failing autodiscovery

Due to changes on the Microsoft SharePoint side, auto-discovery may fail on fully wildcarded sites in versions earlier than 15.1, where there is no filter and the system attempts to access all sites.

To test if this affects auto-discovery:

1. Check that the site aspect of the discovery rule is typically just Site or Site|[D].
2. Run a test with the Support team.

Note: You might encounter a DocLib error without further details in the logs.

Workaround

To workaround this issue:

1. Filter the site using a partial match with the [P] tag, or use a partial address match with the [URL] tag.
2. Contact the Support team if you need assistance identifying common elements among the sites that require access.

Resolution

Upgrade to v15.2 or higher as fixes were applied in both v15.1 and v15.2 to handle the different responses SharePoint was giving MM and this would no longer be a challenge