ViewMail form doesn't load

[mpaul]

Outlook 2003 with sp1. Viewmail 4.03(b).

Unity 4.0(3) with off-box exchange 2003

They have been running with vmo for a few months. Last week they installed some new UPS's and rebooted all the servers in the environment. In the morning they receive an error message on all workstations when they double click on a voicemail message.

The custom form could not be opened. Outlook will use an Outlook form instead.

When we send a regular .wav file, not a voicemail and try to open it, windows media player launches and plays the .wav file.

Verified the plug-in is not disabled in Outlook. Verified the ViewMail settings are pointing to the correct server and extensions. Not sure what would have changed on this. Any suggestions would be helpful, thanks!!!!

[vharsha]

In Outlook, go to Tools | Options | Other | Advanced Options | Custom Forms | Manage Forms and check if 'ViewMail for Outlook' is listed under Personal Forms.

[mpaul]

If it's not, then install and look for a *.cfg file for viewmail? Do you know where that's located, with the install files hopefully?

[vharsha]

The ViewMail custom form should get published to the Personal Forms Library when Outlook starts up. if you don't see the ViewMail form in Tools |...| Custom Forms after launching Outlook, something else is wrong here. We recently had a customer report that all custom forms (not just ViewMail) were disappearing from the Personal Forms Library. Microsoft is currently troubleshooting the issue. So, if the form is not getting automatically published when you launch Outlook, I would suggest that you open a TAC case.

[david.lawrence]

Any resolution to this. I am getting the same with UM 4.0.3 using VMO 4.0.4

No form under form manager in outlook, but the install completes as successful.

TIA

D

[mpaul]

No I haven't had a resolution. I opened a TAC case, they suggested the following, however my client tried this and it did not work:

Making Sure There are Sufficient Registry Privileges If there are insufficient registry privileges for the local non-administrative users of a subscriber computer, the custom form available with VMO does not

open for these users. This occurs even if the VMO installation was completed successfully and without errors. When a subscriber who is a

non-administrative user attempts to open the VMO form, the following error is displayed:

The custom form could not be opened. Outlook will use an Outlook form

instead. An error occurred registering the form in the OLE registry.

Outlook custom forms require access to the registry key

HKEY_CURRENT_USER\Software\Classes. If the proper permissions are not

set for this key, non-administrative users are not able to open custom

Outlook forms, including the VMO form.

[vharsha]

Not sure if you resolved this issue. Recently, we had a similar customer issue that was traced to the Trend Micro virus scanner running on the Exchange server (the VMO form is stored on Exchange).

[mpaul]

Yes, we did solve the problem and it was the same issue. The anti-virus on the exchange server was preventing the forms from loading. They made some adjustments, not sure what they were as I wasn't making the changes. Thanks for the reply.

[Ginger Dillon]

Hi -

Some additional info from our experience - this can also be caused by a bad Outlook (mail) profile. One of our customers (Outlook XP) with a roaming profile suddenly was unable to open the custom form. It was confirmed the user had local administrative rights on the PC. All of the steps were taken to deinstall ViewMail and remove it from the registry, including rebuild of frmcache.dat. The user's profile had to be rebuilt. Other profiles tested on the user's PC opened the custom form successfully.

Regards,

Ginger

[david.lawrence]

Just upgraded my workstation to Outlook 2003 and everything has started working again.

HTH

D