Who is this article for?

Users who have been asked to collect diagnostic information and are using classic Outlook

No special access or permissions are required.

Mail Manager creates session logs that can be used to identify the root cause of any issues or errors that are experienced. This article walks you through how to export them.

1. Classic Outlook

If you are using the the original, 'classic' (desktop based) Outlook, then these are the steps to get the diagnostic logs. if you are using this one, the icon looks like this:

1.1. Creating logs

To create a diagnostic log:

1. Open your system tray. The system tray is the little set of corner icons next to the clock on the Windows toolbar. There's a little arrow that make hidden ones appear too:

   

2. Click the Mail Manager icon. It will show Mail Manager if you hover over the icon, should you be unsure which one it is.

3. Select Show Dashboard....

4. Click View/Send Diagnostic Reports.

5. Select all options except 'Other' in the first section and relevant options in the second and third sections.
   If this is about an existing support ticket, mention it in the additional information section.

Generating the logs may take a few minutes. Once completed, an email window will open with the logs attached.

Save the email and attach it to a support request on Ideagen Help.

If the email is too large to attach, upload it to our drop-off facility instead.
Reference the support ticket number and update your request to inform us.

2. Creating manual logs

If you can't access the Dashboard to create logs, you can generate them manually. This method provides less information and should only be used as a last resort.

To create a diagnostic log:

1. Navigate to: %Temp%, e.g. C:\Users\<user_name>\AppData\Local\Temp.
2. Right-click the Mail Manager Diagnostics folder.
3. Select 7-Zip or any file compression tool.
4. Choose Add to "Example.7z".
5. Navigate to: %localappdata%\28Hands\Mail Manager, e.g. C:\Users\<user_name>\AppData\Local\28Hands\Mail Manager.
6. Repeat the steps to zip the Logs folder.

Attach the zipped files to a support request on Ideagen Help.

If the files are too large for the ticket, upload them to our drop-off facility instead.
Please reference the support ticket number and update your request to inform us.

2. New Outlook

2.1. Web add-in only

Follow these steps to obtain diagnostic information with the new web-based Outlook, indicated by this icon:

1. Navigate to your OneDrive folder, go to Apps, right-click the Mail Manager folder, and compress it into a zip file.

2. In the Mail Manager shared configuration folder, select all non-.exe files and download them as a zip file.

3. Send us the files from steps 1 and 2.

2.2. For Mail Manager v14.2.2484 or higher and/or with Web Add-In and Mail Manager Desktop in Persistent/Now Mode

This was previously known as persistent mode in v14.2, but is now called now mode in version 14.2.2484 and later when using New Outlook.

1. Complete all steps for the Web Add-in.

2. Temporarily switch Outlook back to old Desktop mode using the toggle button:

3. Follow the steps for Classic Outlook.
4. Once logs are generated, attach them to an email in your support thread and switch back to New Outlook.

3. Additional information

If possible, please also add the following information to your request:

• Date/time the error occurred
• Description of the symptoms
• Screenshots of the error