Who is this article for?

Mail Manager users attempting to resolve issues.

Mail Manager must be installed and some IT knowledge is required.

This article is designed to help troubleshoot and diagnose the root cause which stops emails being filed from Mail Manager in Outlook.

If you are experiencing a problem in Mail Manager where your emails are not filing you might notice the following symptoms: 

• When attempting to file an email your Locations do not appear as an option to select in the file/search area, despite being able to see your Locations in the Locations Area of Mail Manager.
• The Location path is correct and can be reached outside of Mail Manager.
• When attempting to open the Status (Dashboard) from the Mail Manager Ribbon nothing happens. 
  This is normally is noticed when attempting to retrieve diagnostic logs or when attempting to view the "filing activity". 
• The Mail Manager icon is missing from the toolbar.

1. Check the Mail Manager Add-in

Mail Manager uses an add-in to file mail. If this has been disabled then filing cannot take place.

To enable the Mail Manager Add-in:

1. Launch Outlook.
2. Click File, and then click Options.
3. Click Add-Ins from the left-hand menu of the Outlook options window.
4. At the bottom of the window change the ‘Manage’ dropdown to show Disabled Items and then click Go.

5. If Mail Manager Add-in is listed, select it, and then click Enable.
6. Go back to the Manage dropdown, select COM Add-ins, and then click Go.
7. Ensure Add-in called: Mail Manager Add-in is ticked then click OK
8. Restart Outlook.

2. Repair Office

In some instances Mail Manager can be prevented from filing due errors in the Microsoft Outlook Profile. In order to resolve this you can repair the profile via the steps below:

1. Open Outlook.
2. Click File.
3. Click Account Settings, and then Account Settings.
4. On the Email tab, choose your account (profile), and then select Repair.

   Note: The Repair option isn't available if you're using Outlook 2016 to connect to an Exchange account.

5. Follow the prompts in the wizard, and when you’re done, restart Outlook.

6. Attempt to file your mail again.

Need more information on repairing Outlook? Visit Microsoft's Fix your Outlook email connection by repairing your profile article.

3. Re-Create Outlook Profile

If the problem persists beyond a repair then you can re-create the Outlook profile.

A profile is a critical part of your Outlook experience. The profile consists of the accounts, data files, and settings that specify where your email messages are saved.

To create a new profile:

1. Open Outlook.
2. Click File, then Account Settings, and then Manage Profiles.
3. Click Show Profiles and then click Add.
4. In the Profile Name box, type a name for the profile, and then click OK.
5. Relaunch Outlook.

   Note: When you re-start you may need to enter your mailbox settings. Please speak with your local IT team for details on how to do this.

6. Attempt to file your mail again.

Need more information on creating a profile? Visit Microsoft's Create an Outlook profile article.

4. Repair Personal Folder File (scanpst.exe)

A corruptions or conflicts in folder files can also prevent mail from being filed. This will stop the filing process and will leave your emails in their original location with no movement.

For steps on how to repair the personal folder file please visit Microsoft's How to Repair a Personal Folder File article.

Reminder: Ideagen is not responsible for resolving Microsoft Outlook issues.

5. Update Mail Manager

If all of the above options fail then the issue is likely to be an issue with your version of Mail Manager.

To download and upgrade to the latest version of Mail Manager please visit the Upgrade Page.

6. Confirm the File Process is Running

Emails are filed using a filer process. If this process stops then no emails will be moved.

Additionally, the status window may not open when clicking the status icon and the Mail Manager icon will be missing from the toolbar.

Please see How to Fix Mail Manager When the Filer Process Stops Running for detailed steps.

7. File Folders not Sorting

Some Outlook users may experience issues where email subfolders do not appear sorted correctly.

To resolve this:

1. Switch to Folder View.
2. Find this using the apps icon if needed.
3. Pin it to the left-hand side using the right mouse button for quick access.