Mimecast for Outlook: Frequently Asked Questions

Document created by user.oxriBaJeN4 Employee on Sep 16, 2015Last modified by user.oxriBaJeN4 Employee on Oct 10, 2016
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Q: Can multiple accounts be created in Mimecast for Outlook?

 

Mimecast for Outlook functionality is only applicable to the primary account configured in Microsoft Outlook. It will 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 require to see the content of another mailbox, delegate access should be configured. This needs to be configured in the Administration Console by an Administrator with sufficient elevated privileges. You will then be able to see the additional mailbox as a drop down option in the Archive Search or Online Inbox dialog box.

 

Q: What happens if I accidentally mark a message as spam?

 

When reporting spam, a confirmation dialog box is presented. If after confirming the message as spam a user decides they don't want it added as spam, you can remove the sender from the user's personal block list.

 

Q: What are the differences when Microsoft Outlook is running in non-cache mode?

 

Non-cached mode users will not have the option to Activate Continuity in Microsoft Outlook. Non-cached mode customers should access the Mimecast Personal Portal for any planned or unplanned outages.

 

Q: Are messages cached in a database?

 

When email content is previewed using Mimecast for Outlook (e.g. when an Archive Search result is selected) the HTML and/or Plain Text body of that message is cached locally where Mimecast for Outlook is installed. This local cache is encrypted and limited in size to 250 Mb. This cache size limit can be adjusted using the Configuration Tool.

 

Q: How do I uninstall Mimecast for Outlook?

 

Mimecast for Outlook should be uninstalled using the same process as you normally use to remove software (e.g. Add/Remove Programs in the Control Panel). Please follow the guidance of your IT Administrator.

 

Q: Why does Strip and Link not work with my attachments?

 

If sending a message with an attachment which is not 1 MB or more in size, the strip and link policy will not take affect.

 

Q: A user is unable to authenticate using Integrated Windows Authentication. Is there another way to re-authenticate without restarting Outlook?

 

Yes. Follow the instructions below for your environment:

 

 

For multi-user environments:

  1. Using the SQL Server Management Studio, right click the Mimecast database and select New Query.
  2. 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
  3. Run the query to clear saved information for a particular authentication method for the specified user.

 

For single workstations:

  1. Stop the msddsk.exe process.
  2. 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?

 

If you're using Integrated Windows Authentication, the user will automatically be authenticated when they first open Mimecast for Outlook. For all other authentication methods, users will need to enter their credentials. If using cloud authentication, Administrators are able to provide access (using capabilities) for end users to create / reset their cloud password.

 

Q: How do I restart the Mimecast for Outlook service?

 

  • Mimecast for Outlook uses a user service that is located in the Task Manager called msddsk.exe.
  • 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?

 

Adxloader.dll is third party library from the Add In Express product. The Mimecast for Outlook addin uses Add In Express to integrate into Microsoft Outlook, so the adxloader.dll is the library used to load Mimecast for Outlook. On machines using Outlook 2010 +, 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?

 

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, then enable the Mimecast add-on. Mimecast for Outlook should then be able to authenticate successfully, after which, you can re-enable the other add-on or toolbar.

 

Q: Your default account is not an Exchange account. What does this mean?

 

The default account configured in Microsoft Outlook must be an Exchange account. Mimecast for Outlook requires an Exchange connection and therefore is not supported for POP or other non-Exchange email technologies.

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