Answer

PROBLEM

When Exchange Cached mode is enabled, sent e-mails are not shown in the correct sub folder.

ENVIRONMENT

• GFI Archiver
• All Supported Environments

SOLUTION

To allow subfolders to be populated in the Sent Items folder, you must disable Microsoft Outlook from running in cached mode by performing the following procedure:

Microsoft Outlook 2003

1. Open Microsoft Outlook 2003
2. Click on 'Tools' and select 'E-mail Accounts'
3. Select 'View or change existing e-mail accounts' and click 'Next'
4. Select your Microsoft Exchange account and click on the 'Change' button
5. Click on 'Next'
6. A warning will appear, click 'OK'
7. Restart Microsoft Outlook

Microsoft Outlook 2007

1. Open Microsoft Outlook 2007
2. Click on 'Tools' and select 'Account Settings'
3. Select your Microsoft Exchange account and click on 'Change'
4. Un-check the 'Use Cached Exchange Mode' check box.
5. Click on 'Next'
6. A warning will appear, click 'OK'
7. Restart Microsoft Outlook

Once you do this, any items that you place in a subfolder of the Sent Items folder will be synchronized and appear correctly.

Note: Previous e-mails which have been sent when Exchange Cached mode was enabled will not appear in the correct sub folder. The resolution above only affects newly synchronized e-mails after the change has been made

CAUSE

When Microsoft Outlook is running in Cached mode, the e-mails which are stored in the Sent Items folder in the mailbox are a copy of the email which is sent. However, a new Message ID is created for the message which is stored in the mailbox; this is different than the one used to send the email. The Message ID is one of the fields used when matching the e-mails in the Exchange mailbox with the e-mails archived in GFI Archiver.

Therefore, since the Message ID of the e-mail in the mailbox does not match the Message ID of the e-mail archived in GFI Archiver, the synchronization of sent e-mails will fail, and all the sent e-mails will be shown in the Sent Items folder.