Mimecast for Outlook - Frequently Asked Questions

This article contains frequently asked questions about resolving common issues with Mimecast for Outlook, including troubleshooting authentication, connectivity, installation, and search problems, as well as guidance on configuration, file management, and resolving conflicts with other add-ons.

Overview

Common issues include:

• Features disabled or not permitted.
• Communication issues caused by proxy or other environmental factors.

Frequently Asked Questions

General issues

Q:	How can we resolve general authentication issues?
A:	We recommend following these initial troubleshooting steps for all end-user issues: Verify which application setting/authentication profile is being applied to the user, by checking the user's details under the Internal Directories menu item in the Mimecast Administration Console. See Managing Internal Domain & Subdomains. Check that all application settings and authentication profiles match and are correct. See Configuring Application Settings  and Configure Authentication Profiles. Clear the msw.s3db file (Mimecast for Outlook only). See IWA Connectivity.
Q:	Why can users not send and accept certain Large File Send files?
A:	If there are issues uploading or sending Large File Send messages, try disabling proxy / web filters. If there are issues with recipients, check that the Large File Send invitation has not expired.
Q:	How can we resolve API issues?
A:	Our Developer space contains many resources you will find useful when troubleshooting API issues.

Mimecast for Outlook

Q:	How can I resolve connectivity issues?
A:	Check your proxy settings / bypass *.mimecast.com on the proxy server or web filter.
Q:	Why is Outlook not installing correctly?
A:	Enter the "msiexec /I "example.msi" /L*v c:\install.log" command, and review any errors displayed in the log. Escalate the case to Mimecast Support if required.
Q:	Why are certain users experiencing search issues in Mimecast for Outlook?
A:	Verify that the correct syntax is being used, and test against the same search in the Mimecast Administration Console.
Q:	How can we resolve general issues with Mimecast for Outlook?
A:	Ensure the plugin is up to date by following these steps: Close Microsoft Outlook. Ensure the msddsk.exe process isn't running in the Task Manager. Stop it if it is. Navigate to the "%userprofile%\AppData\Roaming\Mimecast" directory, and delete the msw.s3db file. In older versions of Mimecast for Outlook, go to "%ProgramFiles(x86)%\Mimecast\Mimecast Windows Service\data\". Re-open Microsoft Outlook. If the issue persists, escalate with logs from "%ProgramData%\Mimecast\Logs".
Q:	Can multiple accounts be created in Mimecast for Outlook?
A:	Mimecast for Outlook functionality is only applicable to the primary account configured in Microsoft Outlook, and does not apply to secondary accounts or shared mailboxes. Functionality such as Secure Messaging and Large File Send also only applies to the primary mailbox account. If you need to view the content of another mailbox, delegate access can be configured in the Mimecast Administration Console. This provides access to the additional mailbox as a drop down option in the Archive Search or Online Inbox dialog box. See Delegate Mailboxes and Configuring Delegate Mailbox Access.
Q:	Why do I see a “Cannot Connect to Cloud” error message?
A:	Check the network connection on the machine. Restart the Mimecast Service using the steps from “How do we resolve general issues with Mimecast for Outlook?”
Q:	What happens if I accidentally mark a message as spam?
A:	After reporting spam, a confirmation dialog box is presented. If a user decides they don't want a certain message added as spam, they can remove the sender from their personal block list - see Mimecast for Outlook - Managed Senders The Administrator can also remove the user's personal block list - see Directories - End User Managed Sender Lists.
Q:	What are the differences when Microsoft Outlook is running in non-cache mode?
A:	Non-cached mode users will not have the option to Activate Continuity in Microsoft Outlook and should access the Mimecast Personal Portal for any planned or unplanned outages.
Q:	How do I uninstall Mimecast for Outlook?
A:	Mimecast for Outlook can be uninstalled using the Add / Remove Programs functionality in the Control Panel. Contact your IT Administrator for additional guidance.
Q:	Why does Strip and Link not work with my attachments?
A:	The strip and link policy only applies when sending messages with attachments of more than 1 MB in size.
Q:	A user is unable to authenticate using Integrated Windows Authentication in a Multi-User Environment. Is there another way to re-authenticate without restarting Outlook?
A:	Yes. Follow the instructions below for your environment: For multi-user environments: Using the SQL Server Management Studio, right click the Mimecast database and select New Query. Paste the following SQL command in the Query editor: DELETE FROM [dbo].[CachedAuthMethod] WHERE [OsUserName] ='User' GO DELETE FROM [dbo].[UserOption] WHERE [OsUserName] ='User' GO Run the query to clear saved information for a particular authentication method for the specified user. For single workstations: Stop the msddsk.exe process. Delete the msw.s3db file from the Mimecast folder under the Program Files directory.
Q:	Can Administrators automatically populate user's Mimecast for Outlook accounts in Microsoft Outlook?
A:	If you're using Integrated Windows Authentication, the user will automatically be authenticated when they first open Mimecast for Outlook. This option is also available with Single Sign On (SSO). Integrated Windows Authentication is supported by many Identity Providers such as Microsoft Azure, Okta, and IDaptive. Please contact your vendor for details and configuration assistance
Q:	How do I restart the Mimecast for Outlook service?
A:	Mimecast for Outlook offers a user service located in the Task Manager called msddsk.exe or or Mimecast.Services.Windows.Personal. For Citrix/Terminal Services environments, a Local System account is used to run the msdsrv.exe process. Starting Microsoft Outlook or restarting the machine will start the process again.
Q:	What is adxloader?
A:	Adxloader.dll is a third party library from the Add In Express product which Mimecast for Outlook uses to integrate the add-in. On machines using Microsoft Outlook 2010 or later, you will see event ID 45 written to the Windows Application Event Log referencing the Mimecast for Outlook add in with adxloader.dll.
Q:	What do I do if other toolbars interfere with Mimecast?
A:	If other add-ons or toolbars which reference adxloader are present in Microsoft Outlook, they may be preventing Mimecast for Outlook from authenticating with Mimecast. To resolve the issue, disable the conflicting toolbar or add-on and enable the Mimecast add-on. Mimecast for Outlook should be able to authenticate successfully, after which you can re-enable the other add-on or toolbar.
Q:	Why does the default account configured in Microsoft Outlook need to be an Exchange account?
A:	Mimecast for Outlook requires an Exchange connection, and therefore is not supported for POP or other non-Exchange email technologies.