Who is this article for?

Mail Manager Users receiving the errors mentioned

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This article is designed to help troubleshoot and diagnose the root cause as to why users may see 'Mail Manager has encountered a problem. Please select ‘restart filing’ from the system tray icon. If problem persists, please contact support@mailmanager.com' repeatedly.

Possible cause

One possible cause of this could be that when the logs are checked the error ‘System Out of Memory Exception’. appears in some of the logs over the time this has been happening  This error might occur when customer are reindexing, or a symptom for this error maybe that there are missing items in their Ideagen Mail Manager.  It can also just be when checking the filing dashboard (status) window. It is a known issue when using the 32-Bit version of Outlook. 

Diagnosis

This error has been known to appear in the core (plain text) logs so should be easy to spot without needing to necessarily send the diagnostic logs to Support. In Windows File Explorer, browse to %temp%\Mail Manager Diagnostics and open the MMCore_Temp_ files and look for errors towards the end that include "out of memory". 

If these are being spotted then if the affected user can right click on the Windows icon on the task bar and select 'Task Manager' and go to the Details tab.

On here, look for the Platform column heading. If it is not there, right click on any column heading and select 'Select columns' and find it in the list and tick it:

Then find Mail Manager in the list:

The startup may show as 32bit but other processes like the key Filer Core will show as 64bit if Outlook is running as 64bit. If these show as 32bit, check Outlook by going to File > Office Account > About Outlook

See what it says and the end of the version number. If it doesn't show 64-bit or shows 32-bit, then that is the cause here.

Fix

Users will need to uninstall Office 32-bit and reinstall Office 64-bit and that will resolve this. 32-bit limits RAM consumption to <4GB even if users have machines with more installed and in today's modern working world, most people want to be taking advantage of the extra RAM availability for performance issues and handling bigger amounts of data anyway, not just for allowing Mail Manager to work. Microsoft should offer this but you may need your IT team's help if you are unsure on how to get this.