Who is this article for?

Users and Administrators who are having trouble setting up or using Ideagen Mail Manager desktop with New Outlook.

Admin permissions required.

This article shows you the basics of troubleshooting New Outlook mode with Ideagen Mail Manager desktop.
This article assumes you have set up Ideagen Mail Manager with New Outlook.

We always recommend you restart your computer first with New Outlook issues. Mail Manager with New Outlook relies on some Windows startup events, so a PC restart can fix many issues.

Check if MM desktop is running. No connection found for authenticated user

If you receive the above error message, this can relate to a few issues, these are detailed below:

1.1 You may not have your SharePoint tenant configured and you may not have logged in to the Microsoft graph login popup (this is required).
Please confirm that you have completed step 2.2 in the setup article.

1.2 You may be using the incorrect or an old Mail Manager web add in.
To resolve this, please uninstall your current Mail Manager web add in (either from your 365 admin center or manually at your web adds in).

Reinstall this web add in using the correct XML manifest.
Follow the steps in point 3 of setting up Ideagen Mail Manager in New Outlook.

1.3 If that does not resolve things, you can check the users local Mail Manager settings file for the incorrect config line or lines.
When a user checks the tick box for New Outlook mode in their user preferences, this activates a config line in their Mail Manager settings file.

This config line must be: 
Nowmode=1 (for Mail Manager New Outlook mode)
or
Nowmode=0 (for classic Outlook mode).

You can check the correct line has applied by opening the Mail Manager settings file in Notepad.

1. Go to this folder - %AppData%\Oasys\Mail Manager
2. Open the file “EmailFiling.cfg” with notepad.
3. Check for the line - Nowmode=1 or Nowmode=0 if there is none, you can choose to add this 
   (setting it to 1 will disable Mail Manager in classic outlook).
4. Check for a line that says "NowWebAddinMode" please delete this line, this is an old legacy setting no longer in use.
5. Save the file
6. Restart Outlook.

This should resolve the error - "Check if MM desktop is running. No connection found for authenticated user." If you continue to see the error, please contact Ideagen support.

Command Window

When you enable the 'Enable Diagnostic Mode' switch in User Preferences, a command window like this will appear: 

(You will see various messages as emails are processed)

2.1 If this window does not show when you have first installed and enabled this mode of filing, try manually running the start up:

Run the following command (typing this into the Run box, which you open using the Windows Key + R). 

• Per user install: %localappdata%\Mail Manager\Program Files\MailManager.Startup.exe 
• Per machine install: C:\Program Files\Mail Manager\MailManager.Startup.exe 

Only one of those will work, depending on the install type you have so you can try them both if unsure.

2.2 The black command window should now be shown.  
However, if you get an error that this can only be run from Outlook or Mail Manager, then the settings haven't fully applied and you need to go back to Classic Outlook as per the Enabling the New Outlook version section in Setting up Ideagen Mail Manager in New Outlook.

You may need to toggle the Update setting back to switch off New Outlook, save it, reopen Outlook Classic, and repeat setting back on again, ensuring to wait enough time for the dos output window to appear this time.

2.3 If there is no message and it still doesn't appear:

In Windows File Explorer, navigate to %temp%\Mail Manager Diagnostics folder. Sort the files in last updated/modified order and look for the latest output for the MMstartup. 

Open that text file in Notepad or any plain text editor you may have to review what is recorded.

If it states it's not starting because there is no tenant configured, then refer to the If you only currently file to a server or network folders section in Setting up Ideagen Mail Manager in New Outlook to ensure those have been followed and that user has that configuration.

If you need to switch back to Classic mode to check/update these settings do the following: 

• De-select "Enable Diagnostic Mode' in User Preferences or edit the EmailFiling.cfg file to ensure it has NowMode=0
• Run the MailManagerStartup.exe file as mentioned above which should trigger things.

Reopen Outlook in Classic mode and the ribbon menu should be restored. Otherwise, contact Ideagen Support for further advice.

2.4 If you see an error message in this window:

• If it states an error getting an API token, please be sure you have entered a SharePoint tenant and have ticked the settings to share locations as per Setting up Ideagen Mail Manager in New Outlook. 
  • Note that in early versions you needed to also tick discover SharePoint locations to trigger the authentication.
  • Note that there are different versions of the tenant name in the address. The ones suffixed with my- are only for OneDrive content and should not be used here. The one suffixed with -admin is an admin version and should not be used here. It should be the standard one without such a prefix or suffix.
    Correct - Standard:https://tenant.sharepoint.com
    Wrong - Admin Suffix:https://tenant-admin.sharepoint.com
    Wrong - OneDrive Suffix:https://tenant-my.sharepoint.com

• For Unable to load DLL 'SQLite.Interop.dll, do you have the Visual C++ 2010 runtime installed? 
  There is a known issue with v15.1.2993 in that it requires this. Dev are looking to remove this dependency in a future release.

  • If you run this command in PowerShell, it will tell you if a required filed from this is on the computer: 

  Test-Path C:\Windows\System32\MSVCR100.dll

  • If you don't have that, you need to install this from Download Microsoft Visual C++ 2010 Service Pack 1 Redistributable Package MFC Security Update from Official Microsoft Download Center. 
    Note that you will most likely need the x64 version of this. You will likely need to restart to see this working. In a future release, this should not be needed.
  • If that doesn't fix the error, open windows file explorer and navigate to the folder:
    Per user install: %localappdata%\Mail Manager\Program Files\nx64
    Per machine install: C:\Program Files\Mail Manager\nx64
    • Check the SQLite.Interop.dll file is present. If not, check some security software or similar hasn't removed it.
    • Right click on the file and select properties and ensure it not showing as blocked
    • Repeat this for the file named System.Data.SQLite.dll.
    • If that checks out then you may need to raise this with Ideagen Support.
       

• If you see:

  ERROR in GetClientAccessUriAsync: Response status code does not indicate success: 401 (Unauthorized).

  This could mean the token is invalid. Check the output further up, to see if the ID token is valid from and until a time including the current date and time. If this has expired then we need to force it to refresh. This can be done by deleting the %localappdata%\28Hands\Mail Manager\mmAuthStore.db file and restarting MM by clicking on the system tray icon and selecting to restart MM - The login boxes will then appear and may or may not prompt, depending on your setup.
  (Our Dev team are aware that in some cases this doesn't refresh correctly when switching from Classic to New, and are working to resolve this in Dev case MM-1833)

2.5 For other errors, you can can try:

• Close the command window; it will restart and often resolve the issue. Wait about 10 minutes before deciding it hasn’t worked.
• If that fails, use the task tray menu to "Restart Ideagen Mail Manager," then close the command window again.

• If problems persist, please contact Ideagen Support.

2.6 Upgrading

Once you have this version running, you may need to upgrade your version of Ideagen Mail Manager (e.g. if we have prompted you to need to upgrade). If this happens:

• You will see the prompt to take a new version, or you can force the showing of this prompt by clicking Check for updates from the Ideagen Mail Manager menu.
• Click the button to take the update. The update will download and the command window will be closed.
• Reboot your computer - this is essential as the previous version will still be running in the background and rebooting is the simplest way to reset this.

Mail Manager icon disappears or does not display

Symptom: The Mail Manager add-in is installed (visible in the sideload view at https://aka.ms/olksideload or in the Microsoft 365 Admin Center under Integrated Apps), but the icon either:

• Does not appear in New Outlook at all

• Appears briefly after clearing the cache but disappears after a few seconds

• Does not appear in Settings > Mail > Customize actions > Message surface

Cause: New Outlook requires the Optional Connected Experiences privacy setting to be enabled for add-ins to remain visible. If this setting is disabled, Outlook will hide all third-party add-ins shortly after loading, even if the add-in is correctly deployed.

3.1 Troubleshooting steps

Before checking the privacy setting, work through the following:

• Check Windows Security / Antivirus – Confirm that no security software (Windows Defender, AVG, etc.) is quarantining or blocking Mail Manager components.

• Remove and reinstall the web add-in – Uninstall the current Mail Manager web add-in (from https://aka.ms/olksideload or the 365 Admin Center), then reinstall using the correct XML manifest from .

• Clear the New Outlook cache – Close New Outlook, then navigate to:

  %LOCALAPPDATA%\Microsoft\Olk

  Delete the EBWebView folder (or its contents), then restart Outlook.

  If you cannot find EBWebView under %LOCALAPPDATA%\Microsoft\Olk, try the legacy path: %LOCALAPPDATA%\Packages\Microsoft.OutlookForWindows_8wekyb3d8bbwe\LocalState\EBWebView

• Verify the add-in is assigned to users – In the Microsoft 365 Admin Center (admin.microsoft.com), go to Settings > Integrated apps > Add-ins, click on Mail Manager, and ensure Assign Users is set to Everyone (or the appropriate group) rather than "Just me."

• Test in a private/InPrivate window – Open Outlook Web (outlook.office.com) in an InPrivate/Incognito browser window. If the add-in appears and works correctly here but not in the desktop app, the issue is confirmed as a local policy or cache problem. Proceed to section 3.2.

3.2 Enable "Optional Connected Experiences" (per-user fix)

This is the setting that allows New Outlook to display third-party add-ins:

1. In New Outlook, click the gear icon (Settings) in the top right.

2. Go to General > Privacy and data.

3. Scroll down to Privacy settings.

4. Ensure the checkbox for "Turn on optional connected experiences" is checked.

5. Click Save and restart New Outlook.

The Mail Manager icon should now remain visible and functional.
 

3.3 Enable "Optional Connected Experiences" for all users (Admin deployment)

To prevent this issue from affecting other users across the organisation, an administrator can enforce this setting using one of the following methods:

Method 1: Microsoft 365 Apps Admin Center (Recommended for New Outlook)

1. Go to config.office.com.

2. Go to Customization > Policy Management.

3. Create a new policy (or edit an existing one) assigned to your users/groups.

4. Search for the policy: "Allow the use of additional optional connected experiences in Office".

5. Set it to Enabled and save.

Method 2: Microsoft 365 Admin Center

1. Go to admin.microsoft.com.

2. Go to Settings > Org settings.

3. On the Services tab, find Office privacy controls (or Privacy controls).

4. Ensure the setting for "Optional connected experiences" is set to Enabled.

This sets the default for new installs but may not override a user who has manually turned it off.

Method 3: Group Policy / Intune (Most Reliable)

If you want to force this setting so users cannot turn it off, deploy the following configuration policy:

• Policy Name:Allow the use of additional optional connected experiences in Office

• Path (Group Policy):User Configuration > Administrative Templates > Microsoft Office 2016 > Privacy > Trust Center

• Setting: Set to Enabled

3.4 Summary

For Mail Manager to remain visible in New Outlook, both of the following must be in place:

If only the first is done, the add-in will be delivered but Outlook will hide it. If only the second is done, Outlook will allow add-ins but Mail Manager won't be deployed to the user's mailbox.

Filing window does not appear

Symptom: When clicking the "File" button in New Outlook, the command window shows that an item is being processed, but the filing dialog never appears.

Cause: This typically occurs in "Mixed" environments where both Classic and New Outlook are installed. Mail Manager detects the presence of a Classic Outlook profile and attempts to use the "MAPI" connection. If the work mailbox is not part of that Classic profile, the connection fails.

4.1 Enable Diagnostic Output

To confirm this is the issue, you must first see what the background process is doing:

1. In New Outlook, open Mail Manager > Tools > User Preferences.

2. Check the box for Enable Diagnostic Mode.

3. A black command window (the "NOW Bridge") will appear.

4. Attempt to file an email and watch the output in the command window.

4.2 Identify the Error

Look for the following specific error message in the command window:
Error: unable to obtain mapi store for [user@email.com]

If you see this, it confirms that Mail Manager is trying to use a MAPI connection that doesn't exist for that account.

4.3 Resolution: Create the Required Bridge

To resolve this, you must ensure the mailbox is "visible" to the MAPI subsystem by adding it to the Classic Outlook profile (as mentioned in the pre-requisites):

1. Open Classic Outlook and go to File > Account Settings > Account Settings (or go to Control Panel > Mail (Microsoft Outlook)).

2. Add the work mailbox to the profile (it must be the same email address shown in the error message).

3. Set as Primary: Ensure this work account is set as the Primary/Default account in the profile.

4. Enable Cached Mode: Ensure Cached Exchange Mode is turned on for this account.

5. Perform Initial Sync: Open Classic Outlook and leave it for a few minutes. This creates the local data store that Mail Manager needs. (The official advice is to wait until the status bar shows "All folders are up to date." but in practice you may not need to wait all that time. If further challenges do occur, please do wait until that appears.)

6. Restart Mail Manager: Close the diagnostic command window and restart Mail Manager (or restart your PC).

Once all that is done, the filing button in New Outlook will be able to trigger the filing dialog successfully.

MM not running/Icon not showing task bar

This could be because of incorrect settings so the first thing to check is the user preferences.

However, if the icon is not there, you can't select this. To access this, you can try doing the following...

In Windows File Explorer, open the following folder:

If using a per user installation:

%localappdata%\Mail Manager\Program Files\x86\

If using a per machine installation:

C:\Program File\Mail Manager\x86\

(If you are unsure which installation type you have, you should only have one of these installed so only one of those should work)

Run the MailManager.Preferences.exe application there.

If this works you can edit them from there. If not, you would need to switch back to classic Outlook. To do this, you would need to edit the config file manually. to do this...

In Windows File Explorer open the following folder:

%appdata%\Oasys\Mail Manager\

Left click and then right click on EmailFiling.cfg and click to Open With... > a plain text editor, such as Notepad.

Find the line in that file that says:

nowmode=1

Change that to

nowmode=0

Note that if there is a nowmode line with a # or * in the shared config, AdminEmailFilng.cfg, in the shared config folder for this, this might be overriding this so you would need to remove this from the shared config file whilst this is worked on.

In one rare scenario, when loading classic Outlook it still says the ribbon is disabled as it is still set to run for New Outlook. In that case, you would need to do the following: 

Click the windows or search icon and type: RegEdit
Run Registry Editor
Navigate in the Registry Editor to 

Computer\HKEY_CURRENT_USER\Software\28Hands\Mail Manager\EmailSettingsCfg Mirror

Find the nowmode setting there and if it is showing 0x00000001, double click on this, to edit this from 1 to 0.

That would fix that scenario, should that occur to get you access back to MM with Classic Outlook.

In Classic Outlook, you can then go to Tools > User Preferences and ensure they are all correct as per the installation guide before trying to switch back. Maybe enable the diagnostic output when switching back to see if that helps shed light on why it's not running.

Not running after reboots

We have had one case reported of this which is being investigated. If the symptoms are that you have checked all the not running after the computer reboots. This will need an investigation too. Start by checking these details:

Right click on the Windows icon and select Task Manager

Select the Startup tab and check that Mail Manager Startup is listed

Right click on the Windows icon and select Settings

Select Privacy and Security > Windows Security > Open Windows Security > Protection History (if it shows). See if anything is blocked

Right click on the Windows icon and select Event Viewer

See if there any indication of anything recorded in the Windows Logs > Application,. Security or System for the time the computer started up

Do you have any other security/endpoint or similar software install that might have some thing recorded to show it blocking this.

Raise this with Support on the support portal and include the diagnostic logs as per Capturing diagnostic information for troubleshooting along with details of everything else you have checked from the above list.

Functionality and limitations

Below is a summary of supported functionality when using this version.

User Preferences settings not applicable in New Outlook mode

The following User Preferences settings only apply when using Classic Outlook. They will be labelled "Classic Outlook Only" in a future release:

• Prompt me to file:
  • "Received message when closing an opened message (requires restarting Outlook)"
  • "Meeting requests and responses"
• Move filed messages older than x days to Deleted Items
• Filing Assistant – files unfiled messages older than x days
• Disable "Send only" button

FAQs

Are you testing this version?
We welcome your feedback on the add-in. We're making improvements and want to ensure it meets your needs.
Share your thoughts!

Further reading

• Set up Ideagen Mail Manager desktop with New Outlook
• How to switch back to Classic Outlook from New Outlook mode.
• Ideagen Mail Manager release notes (as we add new features to the New Outlook version)