Who is this article for?

Users who are experiencing issues with their Collections.

Shared configuration folder access is required.

This article walks you through when the issues can occur and how to get around them to stop your Collections from vanishing.

1. Issue

When Mail Manager has been setup to discover Locations automatically, you may find that these Locations disappear and then later reappear.

Typically, this occurs because of a time-out error. When this happens, it will skip the discovery pattern and try the next pattern. However, the skipped pattern won't include the associated Collections and Locations until the pattern is successfully rediscovered.

2. Workaround

To prevent the issue from happening, you can choose to retain the Collections and Locations when an error occurs during the rediscovery. Implementation of the workaround will depend on the type of Locations being discovered.

2.1. Network folders

To retain Collections/Locations:

1. Open the Shared configuration folder.
   You can find its path under User Preferences.
2. Open AdminEmailFiling.cfg in a plain text editor.
3. Add the following lines to the file:

#RetainDiscoveredFileSystemLocations=1
#FileSystemAutoDiscoveryCollectionsUpdateRule=3 

or

#RetainDiscoveredFileSystemLocations=1
#DiscoverOnlyWhenAllAccessible=1

4. Increment the value of AdminUpdateDateTime by 1.
5. Save the file.
   This will update the settings for all users within a few minutes.

2.2. SharePoint

These should be raised with Support with the diagnostic logs so that these can be investigated.

Previously we had instructions here about amending the update rule and timeout but the timeout has since been increased on the product, as a default, so that would no longer have any effect. Such challenges should be investigated by Support to work out what is occurring. 

Obtaining the diagnostic logs is covered here: Capturing diagnostic information for troubleshooting
Please note that you cannot send these straight to support as a new ticket, as we no longer accept direct emails for new tickets. These must be supplied in reply to an existing ticket so that would need to be raised with the Support chat on this site.