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

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  • Updated 6 months 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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Posted 10 months ago

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Marques Deane, Technical Support Engineer

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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

Thanks for you time

Marques Deane
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Anthony Price, Software 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.