Missing shortcut icons in Outlook cached mode

Question

Before I ask my question, please pardon my ignorance. Our EmailXtender solution was set up a while a go and then sort of 'passed on' to me. We are running EmailXtender 4.8.0 and Exchange 2003. We run mostly Outlook 2003 with a few Outlook 2007 clients. Everyone is running in a 'connected' or online mode. Meaning, our Outlook profiles are not using cached mode. I've just started testing running Outlook in cached mode. After setting cached mode on my profile (using Outlook 2007), and restarting Outlook, none of my shortcutted emails have the shortcut icon next to them. They all look like they are using the unread email icon. Attachments are archived and shortcutted, and the Outlook EmailXtender client is able to search for an open shortcutted emails/attachments. so, functionality is working, but the icons are wrong. According to the compatibility documentation, I need to run EmailXtender 4.8 SP1 to support Outlook 2007. I don't have 4.8 SP1 downloaded, and I don't want to uninstall 2007, So I set up a new computer running Outlook 2003 and set up my profile in online mode. Everything looks fine. All the icons show correctly. But when I set it up on that computer for Outlook to run in cached mode, everything syncs up, but the shortcut icons are missing again. Next, I logged into that new computer with a different user and set up outlook in cached mode for that user's mailbox. This time all the icons show up properly for both online and cached mode. Go figure?!? I'm out of ideas. Can anyone help?? Is this an issue with Outlook, the EmailXtender plugin, or on the EmailXtender server?

jskoecher · Answer

Hi MattWheeler,well, you can download the latest EmailXtender from Powerlink (under Support > Software downloads). I would recommend upgrading to 4.81.564, the latest... I found EX 4.8 not too stable in an Exchange environment.First, the forms (shortcut symbols) have nothing to do with EmailXtender or the EmailXtender plugin.Secondly, with each version, you'll have different forms to 'upload' to the Exchange Public Folder 'system folder' eforms (They are located on EX to be copied over from *\OTG\EmailXtender\Exchange Forms\*). The Outlook clients will fetch the forms from the Exchange PF. It might be that the forms of 4.8 are not compatible with Outlook 2007. Having said this, if Outlook 2003 clients fetch the forms generally ok and only one person/computer has a problem... that's a client problem and can occur for one user profile or even one mail profile on your machine! Do you have roaming profiles? Outlook itself now and then has problems with forms... Are the Outlook patches/SPs the latest?When a mail profile is not showing the the forms correctly, I would delete that an recreate the mail profile.Let us know what happened.Regards, Jochen.

MattWheeler1 · Answer

Once you mentioned forms, a coworker decided to try something. In Outlook click Tools--Options--'Other' tab--Advanced Options--Custom Forms--Manage Forms--clear cache. In some cases we also had to copy the form to Personal Forms to make the 'ExShortcut' form show up in the list. Then restart Outlook.

That worked... and it even works in Outlook 2007 (although it's unsupported)

Thank you for your help!

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