Who is this article for?

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

Admins who need to set this up or help with issues.

This help 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 by following the instructions here.

1. 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 here.

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 here)

Then reinstall this web add in using the correct XML manifest here
Follow the steps in point 3 of this set up help article

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 and 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 not please submit a support ticket: Submit a request – Ideagen Help

2. Command Window

1. The software, when running will show a command window that looks like this:

(You will see various messages as emails are processed)

Keep this window open; it will recreate if closed.

• If this window does not show when you have first installed this mode of filing, try manually running the start up:
  • run the following command (you can type this into the Run box, which you can get by typing Windows Key + R)
    %localAppData%\Mail Manager\Program Files\MailManager.Startup.exe
  • The black command window should now be shown
• If you see an error message in this window you 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 us.

Note: The visible command window is temporary measure used during our preview release phase to help troubleshoot any issues you may encounter. 

2.  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

3. Functionality and limitations

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

4. 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)