Troubleshooting PracticeMaster E-mail Integration

Last reviewed: 11/07/2011
Article ID: R10973

The information in this article applies to:

Note: In PracticeMaster Version 16, the PracticeMaster E-mail program is no longer included. The Outlook toolbar plug-in provides the functionality previously found in the PracticeMaster E-mail program. For information on troubleshooting the PracticeMaster Outlook Toolbar Plug-in (as opposed to PracticeMaster E-mail Integration), refer to KB Article R11169 - Troubleshooting the PracticeMaster Outlook Plug-in (PM Link).

Summary

PracticeMaster integrates with MAPI compliant e-mail programs. This article provides troubleshooting procedures and resources for various error messages and problems that may occur when attempting to use the PracticeMaster E-mail program.

When troubleshooting E-mail integration with PracticeMaster, the following may be helpful in finding a solution to the issue:

Initial Setup

Is a MAPI-compliant e-mail system installed?

If PracticeMaster does not detect a MAPI-compliant e-mail system, the following message will be displayed:

  MAPI is not Installed

PracticeMaster is designed to integrate with the following MAPI-compliant e-mail systems. 

Note: Integration with GroupWise was discontinued with the release of PracticeMaster Version 16.

KB Article R10997, "Integrating PracticeMaster with MAPI E-mail Programs", provides additional information as well as configuration information for each program.

Other e-mail programs that use MAPI functions may also integrate with PracticeMaster. However, since the implementation of MAPI functions varies in each e-mail program, unexpected results may occur.

The following list includes known e-mail software that is not MAPI-compliant:

Are you able to successfully send and receive e-mail without PracticeMaster?

PracticeMaster is not a stand-alone e-mail program. Therefore, you must be able to send and receive e-mail outside of PracticeMaster using MAPI-compliant e-mail software (such as Microsoft Outlook, GroupWise, or Windows Mail/Outlook Express). Once you can send and receive e-mail via your e-mail software, you can configure PracticeMaster to integrate with your e-mail software.

Is the e-mail software configured as the default e-mail software?

PracticeMaster tries to integrate with the e-mail software specified as the default e-mail software on your computer. For information on determining what e-mail software is configured as your default e-mail software, refer to KB Article R11453, Default E-mail Program Usage in Tabs3 & PracticeMaster.

Are there multiple e-mail systems installed?

Sometimes, problems can arise if multiple e-mail clients are installed on the same system.

To determine which e-mail clients have been installed:

  1. From the Control Panel, click Internet Options, or if using Windows XP Category View, click Network and Internet Connections, then click Internet Options. 
  2. Click the Programs tab.
  3. Typically, the program shown in the E-mail field is the default e-mail software. Click the drop-down arrow next to the E-mail field to display a list of all e-mail software installed on the computer. 

If GroupWise is in the list, the program you have selected as your default e-mail software may not match what PracticeMaster thinks is your default e-mail software. Use the following procedures to resolve any issues.

If GroupWise is installed and you want to use a different e-mail program to integrate with PracticeMaster, use the following procedure:

  1. Uninstall GroupWise.
  2. Run the FixMapi.exe program using the following procedure:
    1. From the Start menu, click Run...
    2. In the Open field, type FixMapi and click OK.

Note:  Problems can occur when both GroupWise and Outlook are installed on the same computer. KB Article R10581, PracticeMaster Integration Issues with GroupWise and Outlook, references various issues regarding this situation.

Is PracticeMaster configured to integrate with your e-mail software?

In order for PracticeMaster to integrate with your e-mail software, PracticeMaster must be configured to do so. For example, if you are using Microsoft Outlook, on the General tab of PracticeMaster E-mail Preferences (Maintenance | E-mail Preferences), the Microsoft Outlook, GroupWise, Extended MAPI option must be selected. If you are using Windows Mail/Outlook Express, the Outlook Express, Simple MAPI option must be selected.

Step-by-step procedures for configuring e-mail integration can be found in the Help provided with PracticeMaster (keywords: E-mail, How to configure e-mail integration).

What version of the e-mail software are you using?

Determine what version of your e-mail software you are using. KB Article R10997, "Integrating PracticeMaster with MAPI E-mail Programs", provides additional information as well as configuration information for each e-mail program designed to integrate with PracticeMaster.

Is the MAPI32.DLL file the correct size?

The MAPI32.dll file is used by MAPI-compliant e-mail software.

Location

The location in which the MAPI32.dll file is stored in depends on the operating system being used. Furthermore, if running a 64-bit operating system, it also depends on whether Outlook is 32-bit or 64-bit.

32-bit & 64-bit Operating Systems

  • Windows 7/Vista/XP/2000 - %windir%\system32
  • Windows 2003, Windows Server 2008, Windows Server 2008 R2 -
    %windir%\system32

64-bit Operating System Running 32-bit Outlook

  • Windows 7/Vista - %windir%\SysWOW64
  • Windows Server 2008 R2 64-bit - %windir%\SysWOW64

Note: The MAPI32.DLL file is installed on each workstation.

File size / Modified date

  • Microsoft Outlook
    • Windows XP - 110KB (08-23-2001)
    • Windows Server 2008 32-bit, Windows Vista 32-bit - 65KB (11-02-2006)
    • Windows Server 2008 64-bit, Windows Vista 64-bit - 81KB (11-02-2006)
    • Windows 7 32-bit - 75KB (07-13-2009)
    • Windows Server 2008 R2 64-bit, Windows 7 64-bit - 89KB (07-13-2009)

If you determine that the wrong size MAPI32.DLL file is installed on your workstation, run FixMapi. To run FixMapi, from the Start menu, click Run... In the Open field, type FixMapi and click OK. You can also replace it by renaming the existing MAPI32.DLL file, and then close and re-open Microsoft Outlook. There are two FixMapi programs, a 32-bit version and a 64-bit version.

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Information Needed for Troubleshooting

Before attempting to troubleshoot e-mail issues, you will need to know the following information. If you need to call our Technical Support Department for assistance with E-mail integration, please have the following information available:

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Messages Using the PracticeMaster E-mail Program

The following messages may be displayed when using PracticeMaster's E-mail program.

A new entry could not be added. Please use the contacts module to create this entry.
This message may be displayed when trying to add a contact to the e-mail software's address book via PracticeMaster. 

Solution:  Add the contact to your e-mail software's address book via your e-mail software.
 
A new entry could not be added. The action could not be completed.
This message may be displayed when trying to add a contact to the e-mail software's address book via PracticeMaster. 

Solution:  Add the contact to your e-mail software's address book via your e-mail software.
 
A program is trying to access e-mail addresses you have stored in Outlook. Do you want to allow this?
If this is unexpected, it may be a virus and you should choose "No".
--or--
A program is trying to access e-mail address information stored in Outlook.  If this is unexpected, click Deny and verify your antivirus software is up-to-date.  For more information about e-mail safety and how you might be able to avoid getting this warning, click Help.  Allow access for x minutes.
Either of these messages may be displayed when PracticeMaster is started, the default e-mail client is set to Outlook and PracticeMaster is configured to integrate with simple MAPI, instead of extended MAPI in E-mail Preferences. 

Solution:  In the Microsoft Office Outlook dialog, select the Allow access for 1 minute check box and click Allow.  In PracticeMaster E-mail Preferences (Maintenance | E-mail Preferences), on the General tab, select the Outlook, GroupWise, Extended MAPI option. Restart PracticeMaster.

If you click No instead of Allow, you may receive the message: 

Read Mail Failed:  One or more unspecified errors occurred while reading a message.
An unknown error occurred while printing.
This message may be displayed when trying to print an e-mail in PracticeMaster.

Solution:  In order to print an e-mail in PracticeMaster, Internet Explorer Version 6 or later must be installed on your computer. KB Article R10979, How to Check Which Version of Internet Explorer is Installed, contains additional information.
"An unexpected error occurred while storing the e-mail indicator."
This message can occur when saving an e-mail in PM E-mail to a Journal/Calendar/Fee record. As PracticeMaster saves the J/C/F indicator in PM E-mail, PracticeMaster cannot communicate with Outlook to confirm the save. The Journal/Calendar/Fee record is saved, and the J/C/F indicator in Outlook is updated, but the indicator in PM E-mail is not updated.
Either there is no mail client, or the current client cannot fulfill the email request.
This message is displayed when there is nothing specified for the Windows default e-mail client or Outlook has encountered a problem.  

Solution:  Check the default e-mail software.  Make sure it is set to the e-mail program you are currently using.  If this does not resolve the issue, your e-mail program may have encountered a problem. Please contact your network technician.
 
E-mail system could not load correct Extended MAPI system. Your current default mail client is (xxx). Your PracticeMaster e-mail client has been set to Outlook/GroupWise Extended MAPI under preferences. You need to either make your default mail client Outlook/GroupWise, or change your e-mail configuration to simple MAPI. You may also need to run 'FixMapi.exe'.
This message may be displayed when PracticeMaster is started and PracticeMaster is configured to integrate with an Extended MAPI e-mail program such as Outlook or GroupWise and your default e-mail program is a Simple MAPI program such as Outlook Express.
Solution:  In PracticeMaster E-mail Preferences, on the General tab, select the Outlook Express, Simple MAPI option (Maintenance | E-mail Preferences). Restart PracticeMaster.
  --or--
Change your default e-mail software to Outlook or GroupWise. Restart PracticeMaster.
 
Note:  If the configuration in PracticeMaster matches your default e-mail program and you still receive this message, run the FixMapi.exe program. (From the Start menu, click Run... In the Open field, type FixMapi and click OK.)
 
E-mail system is not available
E-mail system is not running
E-mail system is not available because it is starting up
E-mail system handle not found
The PracticeMaster e-mail system is not running correctly.  Please restart PracticeMaster.
These messages indicate that STMAPI.EXE is busy, non-responsive, or not running.

Solution:  Closing out of PracticeMaster and restarting it will clear the current instance of the message.  If you receive any of the above messages, please call PracticeMaster Technical Support at 402-423-1440 with the following information:

E-mail system is not available because it is starting up

This message appears when the E-mail icon in PracticeMaster is clicked before the software has had the chance to load STMAPI, which controls the integration of E-mail from PracticeMaster to the third party E-mail program.

Solution: Wait a few seconds, and try again. Once PracticeMaster successfully loads STMAPI, the E-mail program will open normally.

E-mail system is not available

This message has been replaced in recent releases of the software with three other messages for troubleshooting purposes.  If you are receiving this message, you are not using the most current release of the PracticeMaster software.  To download the most current release of PracticeMaster from our software update site, in PracticeMaster, select Help | Internet Resources | Software Update.  Additional information on downloading from our software update site can be found in KB Article R10154 - How to Download Files from Software Technology, Inc.'s Download Pages.

E-mail system is not running

This message can also be displayed if there is no default e-mail client specified in Windows Internet Options.

To determine if a default e-mail client is specified:

  1. From the Control Panel, click Internet Options, or if using Windows XP Category View, click Network and Internet Connections, then click Internet Options. 
  2. Click the Programs tab.
  3. Make sure that a program is selected in the E-mail field. 
Error connecting to the SMTP server: <server name>
Could not connect to the SMTP server xxxxx on port xx, GetLastError returns: xxxx
The requested name is valid and was found in the database, but it does not have the correct associated data being resolved for.
This message may be displayed when invalid SMTP server information is specified on the SMTP tab of E-mail Preferences.

Solution:  Verify the information on the SMTP tab in PracticeMaster E-mail Preferences is valid. (Tip: If you can send e-mail using your e-mail software, copy the SMTP account settings in your e-mail software to the SMTP tab in PracticeMaster's E-mail Preferences.)
 
Error executing command on item: xxxx.xxx
Error retrieving data for xxxx.xxx
This message may be displayed when trying to access a file saved as an attachment in a PracticeMaster e-mail journal record. When updating from PracticeMaster Version 12.1.1 to Version 12.1.2 (or later), a required step was to reindex the E-mail Attachments file with the Compact Selected Files check box selected. If the E-mail Attachment file was not manually reindexed, this error can occur.

Solution:  Reindex the E-mail Attachments file in PracticeMaster using the procedures outlined in the Instructions for Updating PracticeMaster Version 12.1.1 to Version 12.1.2 located in the "Procedures" section.
Error replying to e-mail. The E-mail system is busy. Please try the desired action again.
Error forwarding e-mail. The E-mail system is busy. Please try the desired action again.
The E-mail system is busy. Please try the desired action again.
This message may be displayed when trying to reply to an e-mail, forward an e-mail, or create an e-mail journal record and the PracticeMaster e-mail system is busy.

Solution:  Make sure POLLING E-MAIL, LOADING E-MAIL, or BUSY is not displayed in the PracticeMaster status bar, and try the action again. This could be caused by your computer or Outlook being too busy to respond to the request.
 
Internet Connection Wizard
Your Name
When you send e-mail, your name will appear in the From field of the outgoing message. Type your name as you would like it to appear.
Display Name:
This message may be displayed when trying to access PracticeMaster's E-mail program and you have never configured an e-mail account in your e-mail software.

Solution:  Configure an e-mail account in your e-mail software. Verify that you can send and receive e-mail using your e-mail software (without PracticeMaster). Then, restart PracticeMaster and access the PracticeMaster E-mail program (File | E-mail).
 
Logon Failed: Could not establish a MAPI session
This message may be displayed when PracticeMaster's E-mail program is unable to establish a connection with your e-mail software.

Solution:  Verify that an e-mail account has been configured in your e-mail software. Verify that you can send and receive e-mail using your e-mail software (without PracticeMaster). Then, restart PracticeMaster and access the PracticeMaster E-mail program (File | E-mail).
 
Logon Failed: One or more unspecified errors occurred during logon.
This message may be displayed when PracticeMaster is started and your default e-mail software is not Microsoft Outlook, GroupWise, or Outlook Express.

Solution: Change your default e-mail software to a MAPI-compliant e-mail program such as Microsoft Outlook, GroupWise, or Outlook Express. Then, restart PracticeMaster.
 
Message Retrieval Failed: One or more unspecified errors occurred while matching the message type. The call failed before message type matching could take place.
This message may be displayed when PracticeMaster is started and your default e-mail software is not Microsoft Outlook, GroupWise, or Outlook Express.

Solution:  Change your default e-mail software to a MAPI-compliant e-mail program such as Microsoft Outlook, GroupWise, or Outlook Express. Then, restart PracticeMaster.
 
No message body
Outlook Unread Reports are delivered to Outlook's Inbox when an e-mail which is marked Unread is permanently deleted from the Deleted Items folder.  These reports are not in a standard e-mail format.  In PracticeMaster, these reports will be displayed; however, when you view the report or create a Journal record based on the report, "No message body" will be displayed in the E-mail Body field because the information is not stored in a standard way that PracticeMaster can access.
 
Send Failed
Error adding the following attachments to the e-mail: c:\xxx\xxx,xx.xxx
This message may be displayed when an e-mail with an attachment is sent from PracticeMaster, and PracticeMaster is configured to send e-mail via SMTP, and the attachment has a comma in the filename.

Solution:  Rename the attachment without using a comma in the filename and resend the e-mail.
 
SMTP send failed 
An unexpected RCPT response was received 
Server response: 501
This message may be displayed when an e-mail is sent via PracticeMaster and the e-mail contained an invalid e-mail recipient.

Solution:  Correct any invalid e-mail recipients and resend the e-mail. 
 
SMTP send failed
An unexpected RCPT response was received
Server response: 550
This message may be displayed when an e-mail is sent via PracticeMaster using SMTP and the From Address field on the Sending tab of E-mail Preferences contains an invalid e-mail address.  This message may also be displayed when an e-mail is sent via PracticeMaster and the e-mail contained an invalid recipient.

Solution:  Change the From Address field on the Sending tab to use a valid e-mail address and resend the e-mail (Maintenance | E-mail Preferences).  If the From Address information is accurate, correct any invalid e-mail recipients and resend the e-mail.
 
SMTP send failed
An unexpected RCPT response was received
Server response: 553
This message may be displayed when an e-mail is sent via PracticeMaster using SMTP and the From Address field on the Sending tab of E-mail Preferences contains an invalid e-mail address.  It is also possible to receive this message when an e-mail is sent to an Outlook distribution list via PracticeMaster using SMTP and one of the contacts included in the distribution list has an invalid e-mail address.

Solution:  Change the From Address field on the Sending tab to use a valid e-mail address and resend the e-mail (Maintenance | E-mail Preferences).  If the From Address information is accurate, and you are sending to a distribution list, review the distribution list in Outlook to find the contact that contains an invalid e-mail address and correct the information or delete the contact from the distribution list prior to resending the e-mail.
 
 
SMTP send failed 
An Attachment cannot be opened by PracticeMaster because another application has it open.  Please close the file in the other application and try sending your e-mail again.
This message may be displayed when an e-mail is sent with an attachment via PracticeMaster using SMTP and the attachment is open in another application.

Solution:  Close the attachment and resend the e-mail.
 
SMTP send failed
An attachment cannot be opened by PracticeMaster because it cannot be found.
This message may be displayed when an e-mail is sent with an attachment via PracticeMaster using SMTP and the attachment is open in another application. 

Solution:  Close the attachment and resend the e-mail.
 
 
The new E-mail Body field and/or E-mail Attachments field is not currently displayed in the Journal file form layout. Use the Form Designer in the Journal file to add these fields to the form layout. If you do not add the fields to the form layout you will not see the e-mail body or attachments in the Journal record.
This message is displayed when creating an e-mail journal record via PracticeMaster's E-mail program or via the PM Journal button in Microsoft Outlook.

Solution:  Use the Form Designer to add the fields to the form layout.
 
To preserve the integrity of the original e-mail, the E-mail Body field cannot be edited.
This message is displayed when attempting to type in the E-mail Body field. Prior to PracticeMaster Version 12, the body of an e-mail message was stored in the Description field of the Journal file.  In Version 12 or later, the body of an e-mail message is now stored in a new field called E-mail Body, which cannot be edited. The inability to edit the e-mail is intentional in order to preserve the content of the actual e-mail that was sent or received.

Solution:  Information and comments can be added to the e-mail journal record via a Description/Comments field. 

Searching for e-mail...
...or...
Searching for e-mail in Outlook
This may take a few minutes...
...or...
Unable to find the e-mail in Outlook.
The link between the Outlook e-mail and PracticeMaster journal record will not be made.
...or...
Unable to find the e-mail in Outlook.
The PracticeMaster record indicator for this e-mail will not be updated.
The above messages can be displayed when the PM Journal On, PM Calendar On, or PM Fee On buttons are displayed when sending an Outlook e-mail (i.e., the Outlook Plug-in toolbar is installed correctly), but the e-mail is not sent immediately. The above messages can also occur when PracticeMaster is trying to find a linked e-mail in Outlook, but cannot find it. Before attempting the troubleshooting steps below, you should confirm that the correct MAPI32.DLL file is installed on your workstation.

Note: When troubleshooting these error messages, you will need to determine whether the message occurs when sending an e-mail, when journaling a received e-mail, or both.

There are several reasons the above messages can occur; the following are the most common:

The above occurrences will delay the move from the Outlook Outbox to the Outlook Sent Items folder. Due to Outlook restrictions, PracticeMaster cannot modify held messages in the Outlook Outbox folder. Therefore, although records will be created in PracticeMaster for the e-mail, the Outlook e-mail record indicators will not be updated to show that the PracticeMaster records have been created. For example, if the PM Journal On and PM Fee On buttons are displayed, the journal and fee records will be created in PracticeMaster, but the record indicators in Outlook will not be updated to reflect this information.
 
Solution: There are several options to update information regarding messages held in the Outlook Outbox folder.
To increase speed when multiple e-mail accounts are involved, and you are using the non-default e-mail account, you can configure all accounts to share the same Sent folder. This will decrease the time it takes the Outlook toolbar to find the e-mail.
To configure an e-mail account to share the Sent Items folder, perform the following.
  1. In Outlook, select Account Settings from the Tools menu.
  2. Select the non-default account on the E-mail tab.
  3. Click the Change button.
  4. Click the More Settings button.
  5. Click the Folders tab.
  6. Select the Save sent mail in the OL Sent Items Folder option.
  7. Click OK.
  8. Click Next.
  9. Click Finish.
  10. Click Close.
After changing this setting, a copy of all e-mails sent from the non-default account will be stored in the default account's Sent Items folder. This will decrease the time necessary for adding journal entries when using the Outlook toolbar.
An error occurred while trying to find the e-mail in Outlook:
Unable to connect  to Outlook.
Reason: Library not registered.
The PracticeMaster record indicator for this e-mail will not be updated.
....or....
An error occurred while trying to find the e-mail in Outlook:
Unable to connect  to Outlook.
Reason: Unknown exception.
The PracticeMaster record indicator for this e-mail will not be updated.
If the message is one of the above messages as opposed to one of the "Searching for e-mail" messages, then use the troubleshooting steps in R11169 instead.
 
STMapi.exe version X.X.X.X found. Version X.X.X.X is required. Therefore use of the e-mail system has been disabled.
...or...
Unknown request.
...or...
Nemo Message not implemented.
This message can be displayed when the version of STMapi is different than the version of PracticeMaster being used. This can occur if an update was interrupted, or a partial restore was performed after the software was updated.
 
Solution: Update PracticeMaster and STMapi to the latest version from the Software Updates Web page.

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Other Issues

When selecting to read e-mail through the PracticeMaster E-mail program, the performance of the system is slow or sluggish.

The PracticeMaster e-mail system is designed to work with mail folders of a reasonable size. If mail folders contain a large number of messages, the performance of our system may be impacted. If experiencing performance issues when using the PracticeMaster E-mail program, evaluate the number of messages in the mail boxes that are being accessed when using the PracticeMaster E-mail program. Archive the messages to another mailbox that will not be accessed through the PracticeMaster E-mail program to improve the performance of the software.

Note: The Inbox is always accessed, therefore this mailbox should always be managed and kept to a reasonable size.

Unable to see the e-mail body and/or attachment information when saving to the Journal file.

Several fields were added to the Journal file beginning in Version 12. These fields were also added to the E-mail tab in the Journal file provided none of the tabs in the Journal file were customized in the prior version. However, if your Journal file was customized using Version 11 or previous, these fields will not be present unless they manually were added as directed by the conversion instructions. The following fields were added to the Journal file for e-mail integration, which may need to be added to the E-mail tab using the Form Designer:

If the new fields are not shown, you can do one of the following. How you elect to proceed will depend on how much customization has been added to the files. 

  1. Open the file and select the List tab.
  2. From the Edit menu, select Form Designer.
  3. Click the Control Panel button button to open the Control Panel.
  4. Click the Reset to OEM Layout button.
  5. Click Yes to confirm that you want to overwrite your form layout.
  6. Click Close to close the Control Panel.

           ...OR... 

If the E-mail fields have been added to the E-mail tab of the Journal file and the information is missing, make sure you are using Internet Explorer 6 or later.

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Your e-mail address is included in the To field when "Replying to All".

The user's e-mail address will be replied to when it is different than the address in the From Address field on the Sending tab of E-mail Preferences.

Solution: Change the From Address field on the Sending tab to match the address e-mails are sent to. Use the following procedure:

  1. In PracticeMaster, from the Maintenance menu, select E-mail Preferences.
  2. Click the Sending tab.
  3. In the Identification section, change the From Address to match the user's e-mail address.
  4. Click OK to close the E-mail Preferences window.

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A copy of an e-mail sent from PracticeMaster is not saved in Sent Items folder.

Outlook & GroupWise - When sending e-mail via PracticeMaster, PracticeMaster must be configured to save a copy of the e-mail. Use the following procedure:

  1. In PracticeMaster, from the Maintenance menu, select E-mail Preferences.
  2. Click the Sending tab.
  3. In the Options section, select the Save copy of e-mail in Sent Items folder check box.
  4. Click OK to close the E-mail Preferences window.

Note:  Outlook and GroupWise also have an option in their software for saving e-mails in the Sent Items folder. The status of this option in Outlook or GroupWise has no bearing on whether an e-mail sent from PracticeMaster is saved in your e-mail software's Sent Items folder. Instead, the above option controls whether e-mails are saved in the Sent Items folder.

Outlook Express - When sending e-mail via PracticeMaster, a copy of the e-mail will only be saved in your e-mail software's Sent Items folder when the following is true:

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A PracticeMaster e-mail button appears in task bar.

It was possible for a PM Email button to appear in the task bar when starting PracticeMaster, or possibly at other times.  Clicking on this button brings up a small, empty window with "PM Email" in the title bar.  Closing this window results in the PracticeMaster e-mail system not being available until you close the program and log back in.  This window should not be displayed under normal circumstances.

Solution:  Update the PracticeMaster software. To do this, in PracticeMaster, select Help | Internet Resources | Software Update. Follow the instructions provided on the Web site.

The e-mail system displays "Polling" in the PracticeMaster status bar, but does not complete.

When integrating with Microsoft Outlook and going into E-mail Integration in PracticeMaster, some users have reported the e-mail system displaying a status of "Polling" in the PracticeMaster status bar, but polling does not complete and the system appears to lock up.

Solution:  It is reported that there are conflicts between some third party programs and Outlook, which cause Outlook to not properly exit.  This can cause the PracticeMaster e-mail system to not be able to communicate with Outlook.  Additional information regarding issues with Outlook not closing after exiting can be found at http://www.slipstick.com/problems/close.htm.

Items Appearing in Outlook E-mail Folders Do Not Appear in PracticeMaster E-mail Folders

There are some items that can appear in Outlook's e-mail folders, such as meeting notifications and voice messages, that do not appear in PracticeMaster's e-mail window.  These items are not in a standard e-mail format that is recognized by PracticeMaster.

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Outlook 2003 - Read/Unread Message Status Changes

The status of a read message in PracticeMaster changes to unread when PracticeMaster checks Outlook for new messages. This issue may occur if you are using Outlook 2003 in Cached Exchanged Mode and you have not installed Microsoft's Hotfix outlined in Microsoft Article 838896 - "E-mail messages that you read in a public folder remain marked as unread in Outlook 2003".

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Messages are getting stuck in Outlook's Outbox.

There is a known issue with e-mails sent from PracticeMaster via Outlook not moving from the Outbox in Outlook to the Sent Items folder. Updating to Version 15.3 should resolve this issue.

Windows Mail/Outlook Express - The Inbox is the only folder displayed in PracticeMaster.

Because Windows Mail/Outlook Express is a Simple MAPI program, PracticeMaster only has access to the Inbox. Therefore, only the messages in the Windows Mail/Outlook Express Inbox are displayed in PracticeMaster. If you want to see all e-mail folders in PracticeMaster, PracticeMaster must be configured to integrate with an Extended MAPI program such as Microsoft Outlook or GroupWise.

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Windows Mail/Outlook Express - Attachment indicator is missing.

Due to a limitation in Windows Mail/Outlook Express, the attachment indicator (i.e., the paperclip icon) may not be displayed in PracticeMaster. (Note: Microsoft Outlook, and GroupWise do not have this limitation.)

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References

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