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Troubleshooting: Unable to Launch Mail Manager
Who is this article for?
Mail Manager users encountering having troubles starting Mail Manager
Various levels of access may be needed to check/update such configuration settings
This article is designed to help troubleshoot and diagnose the root cause as to why users are unable to launch Mail Manager in Outlook. This article has been separated into known error messages with generic troubleshooting methods. Please select the error message below you are receiving:
- Unable to run Mail Manager
- Runtime Error occurred during the loading of COM add-in
- Unhandled Exception Occurred in the action event (Mail Manager Error - UploadItemsThread error)
- Run Sam activate failed then NEO activation error
1. Unable to Run Mail Manager
If the following pop-up error message is occurring:
(Unable to run Mail Manager (The installed version of Mail Manager is not supported with the current version of Outlook)
You will need to upgrade the version of Mail Manager you are using on your machine. For example, if you are using Microsoft Office 365 or Outlook 2016 with Mail Manager version 6.1, they are not compatible and will require you to update Mail Manager.
Important: Following an Outlook upgrade if you find that users are unable to access Mail Manager this is not uncommon for this problem to occur if upgrading from Office 2010 or below. To rectify we advise that you run an office repair. Official instructions on how to do this can be found here >>> How to Repair Outlook.
Reminder: These instructions are provided by Microsoft and should be followed in conjunction with the advice from your local IT team.
2. Runtime Error occurred during the loading of COM add-in
When checking the Mail Manager add-in, in Outlook under File > Options > Addi-ins, sleecting the Mail Manager entry, it states the following error:
Location: c:\program files\........\MailManager.Managed.Shim.dll
Load behavior: Not loaded. A runtime error occurred during the loading of the COM add-in"
An Error Occurred while Linking Items
If the following pop-up error message is occurring:
(An error occurred while linking items. Outlook returned the following message: (Error loading type library/DLL)
Step 1: Run Registry Checker as covered in "Step 4: Inspecting the Registry" of How to Resolve Disabled / Missing Ribbon or Toolbar Buttons
Step 2: At the bottom of the registry report where it states "Actions required for registry changes" there may be suggested actions that need to be taken to rectify this problem.
Important: If it states, "No registry changes needed", we have seen cases before where customers were able to resolve with by deleting the affected users profile. However, before proceeding with these steps, please seek advice from your local administrator and IT team.
3. Unhandled Exception Occurred in the action event (Mail Manager Error - UploadItemsThread error)
If the following pop-up error messages are occurring
(Unhandled Exception Occurred in the action event and Mail Manager Error - UploadItemsThread error)
This has been known to be caused by restrictions on the user's computer that doesn't allow a per user installation to work. Support also saw some challenges shown accessing databases in the logs. It was resolved by installing the per machine installation instead so that is something to consider here, if that is what other users are using there.
4. Run Sam activate failed then NEO activation error
If the license is invalidating and the following messages are occurring when trying to reactivate it:
(Run Sam activate failed then NEO activation error)
If you run the license tester is performed and that appears to show the license being valid and with Neo, which Support can assist with, this has also been known to be caused by restrictions on the user's computer that doesn't allow a per user installation to work. Support also saw some challenges shown accessing databases in the logs. It was resolved by installing the per machine installation instead so that is something to consider here, if that is what other users are using there.