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Copying file triggering Auto Update Check Error

We are using the the Express Edition and some users are getting the error message that they cannot move emails to the OnePlaceMail SharePoint folder. It would try to check for updates and generate an error message saying check is failing; cannot connect to the remote server. it gives the licensing link for scinaptic and we are able to go the that url that was given. Please advise.

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  • Ilia Zhukov commented  ·   ·  Report

    Hi Nance,

    As problem has been resolved (Enterprise Edition of OnePlaceMail was installed) I have closed this topic.

    Please respond to the topic if you have further questions and/or would like to activate the discussion topic further.

    Thank you!

  • Ilia Zhukov commented  ·   ·  Report

    Hi Nancy,

    thank you for the detailes provided.

    Could you please send me your work phone number and date/time when it will be comfortable to you to answer my call? I'd like to connect to your desktop (we are using Cisco WebEx for this) and check several scenarios if it's possible.

  • nancy commented  ·   ·  Report

    I don't remember a particular date but it was installed about 4 months ago and the new update was installed around 3 weeks ago. I have checked with our System Admins and Network Engineers and the link and executeable are not blocked by either my local machine firewall and our or proxy server.

  • Ilia Zhukov commented  ·   ·  Report

    Hi Nancy,

    Thank you for the details about the proxy.

    We were not able to reproduce this issue on our test environment. In order to help you with this issue, I kindly ask you to answer the following:

    Could you please confirm that you use firewall in your company?

    If you have it on your local machine, could you please turn it off temporarily and check if the issue is reproducible?

    If firewall is installed on your proxy server could you please ask the person who is responsible to its administration to check firewall rules or logs containing ‘SendToHandler.exe’ and/or the link http://license.scinaptic.com/oneplacemailcheckversion

    Do you remember particular date when you installed OnePlaceMail?

    If you are evaluating OnePlaceMail I’d also like to inform you that Enterprise edition of OnePlaceMail doesn’t check versions, i.e. doesn’t connect to any web-links.

  • nancy commented  ·   ·  Report

    I have checked my proxy setting and applied my setting for it (please keep in mind that I never had to configure this before and it was working correctly until last week).

    My OnePlaceMail does not open to the http://www.scinaptic.com page, it does say that it cannot display the page, cannot find the folder...

    I tried the test folder and setting the homepage to http://license.scinaptic.com/oneplacemailcheckversion - that opened correctly.

  • Ilia Zhukov commented  ·   ·  Report

    Hi Nancy,

    thank you for the screenshot.

    Do you use Proxy Server? Please navigate to the Internet Explorer options - Connections tab - 'LAN Settings' button.

    If you use proxy, could you please verify OnePlaceMail has the same Proxy Settings on the problem PCs? To do so navigate to the OnePlaceMail Settings - 'Proxy' tab.

    Do you use firewall or any other software that controls Internet access in your company? It could restrict Outlook access to the Internet (or some particular sites), so could you please reproduce the following on the machines with the issue:

    1) Click on the -My OnePlaceMail- folder in Outlook. Does it open http://www.scinaptic.com in the main window?

    https://d37wxxhohlp07s.cloudfront.net/s3_images/744641/31-05-2012%2010-27-49%20AM.png?1338424384

    2) Create new folder in Outlook mailbox, right-click on it, select Properties, go to 'Home Page' tab, check 'Show home page by default for this folder' and insert http://license.scinaptic.com/oneplacemailcheckversion into the Address field.

    https://d37wxxhohlp07s.cloudfront.net/s3_images/744645/31-05-2012%2010-35-07%20AM.png?1338424961

    Click OK and verify page is opened:

    https://d37wxxhohlp07s.cloudfront.net/s3_images/744643/31-05-2012%2010-39-19%20AM.png?1338424920

  • Ilia Zhukov commented  ·   ·  Report

    Hi Nancy,

    What version of OnePlaceMail do you use? You can check this in Outlook - OnePlaceMail tab - About OnePlaceMail - About OnePlaceMail.

    Could you please do the following:

    1) Provide the screenshot of this error message.

    2) If the current OnePlaceMail client version is not 6.1.1 please update to the latest version (it can be downloaded from http://www.scinaptic.com/download-express-edition.html ) and try to reproduce the issue.

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