End User Applications: Frequently Asked Questions

Document created by user.oxriBaJeN4 Employee on Nov 27, 2018Last modified by user.oxriBaJeN4 Employee on Jan 11, 2019
Version 11Show Document
  • View in full screen mode

This guide provides administrators with common troubleshooting solutions for various issues relating to Mimecast end user applications. Common issues include:

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


General Mobile and Apps


Q:How can we resolve general authentication issues?
A:We recommend following these initial troubleshooting steps for all end-user issues:
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 Mac


Q:Why are certain users unable to authenticate to Mac Applications?
A:Ensure the user is licensed for the Mac App, as it's not part of most default packages.


Mimecast Mobile


Q:How can we resolve login issues? 
A:If it is a PIN issue, uninstall and reinstall the app. PINs are local and not managed by Mimecast.


Mimecast Synchronization Engine


Q:What administration level is required to complete a binding between Mimecast and the Mimecast Synchronization Engine application?
A:You'll need a Sync Engine Administrator role. See the "Binding a Site" section of the Configuring a Mimecast Synchronization Engine Site page for further requirements.
Q:What's the correct customer infrastructure for the Mimecast Synchronization Engine application?
A:Ensure the service account has an Application Impersonation role in Exchange, and the Synchronization Engine Administrator role in Mimecast.
Q:We received a task error notification. What does this mean?
A:Check the error under the Services | Exchange Services menu item in the Administration Console. Click on the "Logs" link of the relevant task. If required, escalate to Mimecast Support with task log examples from the MSE server.


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 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:
  1. Close Microsoft Outlook
  2. Ensure the msddsk.exe process isn't running in the Task Manager. Stop it if it is.
  3. 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\".
  4. 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?

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 Administration Console. This provides access to the additional mailbox as a drop down option in the Archive Search or Online Inbox dialog box. See the Mimecast for Outlook: Accessing Delegate Mailboxes and  End User Applications: Configuring Delegate Mailbox Access pages for further details.

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, 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?
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:Are messages cached in a database?
A: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. See the The Mimecast for Outlook Configuration Tool page for further details.
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. 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?
A: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 must enter their credentials. If using cloud authentication, administrators can provide access (using capabilities) for end users to create / reset their cloud password.
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. 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 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.


See Also...