Citrix Share file Outlook plugin - no responses received when recipient uses Respond button in email

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  • Updated 2 weeks ago
We are running Citrix Share file Outlook plugin for email encryption. When an email is sent to an external source with encryption on it offers the recipient a button to reply. Recipients have used this button to respond but none of the responses are being received by the sender. Has anyone else experienced this problem or found a solution?
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Julie

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Posted 4 months ago

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Marques Deane, Employee

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Julie,

Please let us know if you are still experiencing this issue. If you have not already please install the most recent version of the Citrix Sharefile Outlook plugin

https://support.citrix.com/article/CTX207689

Thanks for you time

Marques Deane
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Anthony Price, Quality Engineer / Release Manager

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Hi Julie, 

I'm on the Engineering team that works on Citrix Files for Outlook (formerly ShareFile Outlook Plug-in).

You're saying the Recipient clicks to reply but the messages aren't being returned to the Sender?

Do you mind checking the email address that is in the To: field when these messages are sent? The Outlook Plug-in doesn't change anything about the Recipient, or the Sender for a reply, so this is leaning toward an issue with how Outlook is handling the messages from these Senders or the message when it's replied to.

Thanks!