Who is this article for?

Users not seeing the filed folder or filed items populating.

Shared config folder access may be required.

This article helps troubleshoot why the filed folder or the filed items folders are not populating, when emails are filing correctly.

1. Checking user preferences

The first thing to check is the user preferences options.

To check user preferences:

1. Go to Tools.
2. Select User Preferences.
3. Go to Filing.
4. Look at the After filing options to see what emails are configured to do after they have been filed.
5. Check this is set to what is desired.

If the setting has changed and the end user did not change it themselves, it might be that the shared (admin) configuration has this set to refresh when it is updated and such an update triggered the end user's setting to change.

2. Changing user preferences

If the After filing option is greyed out and cannot be changed, then this will need to be changed at the shared (admin) preferences level.

To change user preferences:

1. Hold Ctrl + Shift + E to edit the shared (admin) preferences.
   This requires you to have access to save to this location.
2. Make the required changes to the After filing setting.
3. Click Save.

Making changes here should be checked with whoever is responsible for your installation.

3. Configuring mailbox settings

Updates to emails after filing can also be affected if the mailbox is not configured correctly.

Ensure that the mailbox is:

• configured as an Exchange Mailbox
• set to use Cached Exchange Mode

If these are older emails, then the time period for Cached Exchange Mode should be extended as far as possible to encompass the email too.