Sharefile Attachments ending up in Outbox

  • 1
  • Problem
  • Updated 2 weeks ago
Had a few users have emails with Sharefile encryption or attachments end up in the Outlook outbox.

All other mail flowing freely. anyone else seen this?

Outlook 2010 with latest Citrix client.
Photo of Todd K

Todd K

  • 4 Posts
  • 0 Reply Likes

Posted 2 weeks ago

  • 1
Photo of Douglas Goodman

Douglas Goodman, Employee

  • 71 Posts
  • 24 Reply Likes
Hi Todd - When sending Encrypted Emails or ShareFile attachments, the message is expected to be moved to the Outbox after hitting send. The message will remain in the Outbox until the Encrypted Email and attachments are uploaded.

So, to better understand your issue, can you please provide some more information?

What version of Citrix Files for Outlook are you running?
Does the message eventually send or sit in the Outbox?
Is there any upload activity shown? (During upload, the upload progress percentage will be displayed on the Citrix Files ribbon button in the main Outlook window's ribbon.)
Are you seeing a specific error message?
Is the message eventually moved back to the drafts folder?
Are there any errors in the log file? (%appdata%\Citrix\Citrix Files for Outlook\log.txt)

Thanks,
Doug

Photo of Todd K

Todd K

  • 4 Posts
  • 0 Reply Likes
Hi Doug, 

In the few cases we have seen, teh messages stay in outbox, no error message to users.  I did find this in the logfile:

018-11-06T 11:38:13|ERROR|[AttachmentService] Unable to get MailItem from active Explorer
2018-11-06T 11:38:13|INFO|[AttachmentService] Begin delayed Outlook attachment added processing for MailItem in Explorer
2018-11-06T 11:38:13|ERROR|[AttachmentService] Unable to get MailItem from active

The afftected messages seem to stay in the outbox.

Thank you.

Photo of Anthony Price

Anthony Price, Quality Engineer / Release Manager

  • 91 Posts
  • 13 Reply Likes
Also, do you mind submitting the logs through the Help menu so we can see the full log? Unfortunately, 3 lines don't give us much context to the issue. 

Thanks!
Photo of Todd K

Todd K

  • 4 Posts
  • 0 Reply Likes
Anthony, 
Don't have access to user's machine at the moment but here is a link to the logfile. 
https://devinemillimet.sharefile.com/d-sc643614b8354f1db

Thanks for you Response and I will look into updating the client looks like we are running 6.1.

Todd
Photo of Anthony Price

Anthony Price, Quality Engineer / Release Manager

  • 91 Posts
  • 13 Reply Likes
Hi Todd, 

In addition to answering Doug's questions, if you haven't yet can you update to version 6.2 that we released last week and see if this still happens. 

Thanks. 
Photo of Douglas Goodman

Douglas Goodman, Employee

  • 71 Posts
  • 24 Reply Likes
Hi Todd - From the log file it seems like the user is not logged in and hasn't attempted login since October 4th. This would explain why they aren't able to send ShareFile attachments.

Please have the user click the blue "Log In" button in the main window ribbon.

Also all users should upgrade to the latest release, 6.2.

Hope that helps!

Thanks,
Doug
Photo of Todd K

Todd K

  • 4 Posts
  • 0 Reply Likes
Doug, 
Makes sense, we did recently switch to single sign on and out clients auto updated.  Will look into both angles.

thanks for quick responses.

Todd
Photo of Douglas Goodman

Douglas Goodman, Employee

  • 71 Posts
  • 24 Reply Likes
If you've switched to single sign on, then there are most likely some registry settings that must be made to point the add-in to the correct account. See the "Deployment With Custom Registry Keys" section in the following document:

https://support.citrix.com/article/CTX237021

If you need further help setting that up, please reach out to the support team:
https://www.sharefile.com/support/request

Thanks,
Doug