Who is this article for?

Ideagen Mail Manager Administrators troubleshooting Mail Manage startup and issues.
IT Administrators troubleshooting application issues.

Elevated access permissions may be required.

Ideagen Mail Manager desktop (the COM Add In for classic outlook) requires several windows processes to start up and function correctly. This article will detail these windows processes and how to troubleshoot them.

To make this easier to follow, this article is split into 4 sections:

1. What are the Ideagen Mail Manager processes and what do they do.
2. How to check the Ideagen Mail Manager processes
3. Common errors and how to resolve
4. Further Reading

1. What are the Ideagen Mail Manager processes and what do they do?

Ideagen Mail Manager has 3 main windows processes that need to be running. These are detailed below:

1. Ideagen Mail Manager.Startup.exe - This runs on outlook startup and starts the licensing check and then starts up all the additional processes. If this fails, your Ideagen Mail Manager ribbon buttons will be greyed out.
2. Ideagen Mail Manager.Filer.core.exe - This is the filing process this actions the filing of your emails, it also controls the Ideagen Mail Manager dashboard.
3. Ideagen Mail Manager.BackgroundIndexer.exe - This is the background indexing of new emails, this runs in the background adding new emails to your search index.

Where are the files located:
Per user (recommended and most common) installation locations:

%localappdata%\MailManager\Program Files\MailManager.Startup.exe
%localappdata%\MailManager\Program Files\x64\MailManager.Filer.Core.exe
%localappdata%\MailManager\Program Files\x64\MailManager.BackgroundIndexer.exe

Per Machine installation locations:

%Programfiles%\MailManager\MailManager.Startup.exe
%Programfiles%\MailManager\MailManager.Filer.Core.exe
%Programfiles%\MailManager\MailManager.BackgroundIndexer.exe

2. How to check the Ideagen Mail Manager processes

You can view the Ideagen Mail Manager processes in windows task manager.

1. Open Windows Task Manager.

2. Choose the Details tab as shown below

3. scroll down to the processes that start with "M"

All 3 above processes need to be running for Ideagen Mail Manager to function correctly.

3. Common errors and how to resolve.

Below are some common causes and resolution for the separate proceses not running.

Ideagen Mail Manager.Startup.exe not running:
- This could be local security software blocking or killing this process. This will render Ideagen Mail Manager inactive, no functions work.
Your local I.T can look into whitelisting these processes here - 
Whitelisting Ideagen Mail Manager for Admins – Ideagen Mail Manager | Help | Ideagen Luminate
or they might have Microsoft Attack Surface reduction (ASR) active, your local I.T. can also add an exception for Ideagen Mail Manager to ASR here - 
Configuring Attack Surface Reduction (ASR) – Ideagen Mail Manager | Help | Ideagen Luminate

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Ideagen Mail Manager.Filer.Cor.exe starting and crashing:

- Several things can cause this behaviour; they are listed below:

The first thing to do is always to close Outlook, then uninstall and reinstall Ideagen Mail Manager.

-There also could be a mismatch with the bitness of Microsoft Office and Ideagen Mail Manager (for example 64 bit Ideagen Mail Manager vs 32 bit office) - the solution here is to re install the correct Microsoft office version (usually 64 bit).                        
- Sometimes, corrupt outlook sub folders can cause the filer core process to crash. For example, if one of your sub folders has a malformed or corrupt email that Ideagen Mail Manager is attempting to move or file.
To resolve this, you can change your Ideagen Mail Manager after filing setting as detailed here.

- Some other options for resolving a crashing filer core process are detailed below:

• Create a new Outlook profile with the same email account and test this, sometimes there is something in the outlook profile that can cause the crash.
• Ask your IT team to rename and re-create your Outlook OST file, or repair this file. A corrupt OST can also cause the filer core process to crash.
• Your I.T. team can also troubleshoot what is causing the process crash by running the process in a windows command line.
  for example, run the below in a command line (changing "username" for your windows username:
  "C:\Users\username\AppData\Local\Mail Manager\Program Files\x64\MailManager.Filer.Core.exe" 64D8719810E
  You can find out what the command line will be from the command line column in windows task manager (you need to add this column):
   
• 

  
   

4. Further Reading

• Troubleshooting the "Unable to run Ideagen Mail Manager module: Ideagen Mail Manager.Startup" error – Ideagen Mail Manager | Help | Ideagen Luminate
• Ideagen Mail Manager Filer process not running – Ideagen Mail Manager | Help | Ideagen Luminate