Who is this article for?

Users needing to resolve their Mail Manager not working

Admins who may come across this issue with users on Office 2601

This article shows you how to resolve the error of when the user has updated to Office version 2601 and they cannot update further.
The Mail Manager product team have created a new version of Mail Manager to resolve this and it is linked in the solution below.

Important Note: Avoid installing the 15.1.2980 update if you are in New Outlook. Instead try with one of the workarounds, like downgrading Office to the previous version or renaming the MSVCP140.dll as mentioned below.

1. Issue

Microsoft releases updates regularly, what version get can be due to your IT or you might get automaticaly updated.
A specific version of Office 2601 can break Mail Manager. Microsoft has fixed this in a new update.

The symptoms are:
- No email will index (background indexer process won't start)

- Emails wont file (the filer core process keeps restarting

- The Mail Manager system tray icon disappears

- you cannot open the Mail Manager dashboard.

2. Solution

1. Go to: Outlook > File > Office Account > Update Options > Check for updates
2. Allow these to run and restart Outlook.

If there are no updates available, you can ask your IT team to help you downgrade to an earlier version (they may restrict the updates you can get).

Your IT team will also be able to downgrade your office version if they don't want to allow updates. See Microsoft's article below.
How to revert to a previous version of Office.

Or

Download and install the patched version of Mail Manager below. 
Please note these installers have no license details and will only work when installed over the top of a licensed copy of Mail Manager.

Per user installation (recommended)

Per machine installation (for servers)

If you are not sure what installation of Mail Manager you have, please check at Outlook > Mail Manager > Help > About.

3. Technical work around

The Mail Manager developer team have found a technical work around that can resolve this issue if you cannot update or rollback Office version 2601.

We have had success with this work around, however it is not 100% tested. 
Below are the instructions for Mail Manager per user installations.

1. Close Outlook
2. Go to this Mail Manager folder - %LocalAppData%\Mail Manager\Program Files\x64\
   
   (or C:\Users\your username\AppData\Local\Mail Manager\Program Files\x64\)
    
3. Then rename this file - MSVCP140.dll  to something like MSVCP140.old
4. Then open Outlook.
    

4. Further reading

• Mail Manager Desktop Windows Processes – Ideagen Mail Manager | Help | Ideagen Luminate
• How to revert to an earlier version of Office - Microsoft Support