Who is this article for?

Users needing to resolve their Ideagen 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 Ideagen Mail Manager product team have created a new version of Ideagen 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 automatically updated.
A specific version of Office 2601 can break Ideagen 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 Ideagen Mail Manager system tray icon disappears

- you cannot open the Ideagen Mail Manager dashboard.

2. Solution

1. Go to: Outlook > Ideagen Mail Manager > Help  > Check for updates
2. Allow these to run and restart Outlook.

The Ideagen Mail Manager team have provided a patched version of Ideagen Mail Manager to fix this (version 15.1)

Or

Download and install the patched version of Ideagen 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 Ideagen Mail Manager.

Per user installation (recommended)

Per machine installation (for servers)

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

3. Technical work around

The Ideagen Mail Manager developer team have found a technical work around that can resolve this issue if you cannot update to Ideagen Mail Manager version 15.1 or rollback Office version 2601.

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

1. Close Outlook
2. Go to this Ideagen 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

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