Language: English

Known Issues

Several known issues have been identified during the course of testing the latest release. The list below includes the cause of the issue, a description of the problem and a recommended course of action if one exists.

Cause: Plaxo plug-in

Plaxo provides a plug-in to Outlook that interacts on several levels: Email Messages, Contacts and Task. This plug-in will attempt to alter message formats (place logos and contact information on the top of messages). In doing this, they will attempt to open encrypted messages and cause the triggering of password prompts. The prompts may appear several times and can be very annoying.

Solution: With Plaxo 2.0, users can now disable the Plaxo feature that attempts to change the email format (under Options, disable the email form display).

Cause: Anti-spam plug-ins

Anti-spam plug-ins (such as Norton, McAfee, etc.) will attempt to read email in order to apply anti-spam rules to the messages. When this occurs, the encrypted message will be opened, triggering a request for the password to decrypt the message. This is most evident on startup when the default message cursor is on an encrypted message.

Solution: Under , from Tools and Settings, click Encrypted Message Format. Select the Use the Microsoft Format checkbox and then click Save Changes.

Cause: Yahoo Toolbar

If you are using the Yahoo toolbar and have the popup blocker enabled, some options typically available within a decrypted message on the Message Pickup Center (verify, print, etc.) are disabled.

Solution: Temporarily disable the pop-up blocker when collecting messages at the Message Pickup Center.

Cause: Microsoft Word set as the default editor within Outlook

The Verify button does not appear when you are reading Rich Text formatted email when MS Word is configured as the editor. Additionally, the Secure button on the compose page appears on its own toolbar.

Solution: Disable MS Word as the default editor. For more information, click here to view Setting Your Message Format.

Cause: Document management systems integrated with Outlook

Users who drag encrypted messages from their Inbox to an integrated document management (DM) folder within Outlook will find they can not read the message at a later time if the DM system is unable to deal with S/MIME formatted messages.

Solution: Under , from Tools and Settings, click Permanently Decrypt Messages on Read. Select Permanently decrypt messages when I open them (Microsoft Outlook only) and then click Save Changes.

Cause: Major operating system updates with Microsoft Office components

Major updates to your operating system like the Windows 10 Fall Creators Update can sometimes include update components to Microsoft Outlook that can cause add-ins in general to behave abnormally. For example, this can cause to produce random error codes when attempting to send an encrypted message.

Solution: Run a repair on your existing Microsoft Office suite first. Next, run a repair of your Outlook plug-in. Open Control Panel -> Uninstall a program, right-click the Outlook plug-in and select Repair to do this.

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