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Outlook XP on Citrix has unsent mail in Outbox due to SAOP add-in

  • 1.  Outlook XP on Citrix has unsent mail in Outbox due to SAOP add-in

    Posted Mar 25, 2011 11:39 AM

    We are running different Citrix farms with Outlook XP (2002) with Symantec Endpoint Protection 11.0.6. We also run Symantec Mail Security for Exchange 6.5.

    We have noticed that right mouse clicking an file icon on the desktop and select SEND TO then MAIL RECIPIENT will launch Outlook, create new message, attache the file and attempt to send the message. The message moves to the OUTBOX. Once in the OUTBOX it never gets sent. It stays there even if you manually click SEND & RECEIVE, even if you force a SEND & RECEIVE upon closing Outlook as well as change the offline timing.

    If the attachment file was open in Excel or Word and the user selects from the menu, SEND TO  then MAIL RECIPIENT AS ATTACHMENT, the same process occurs BUT the message actually is sent . It moves from the OUTBOX is sent and displays then in the SENT box.

    The problem is that the Outlook Add-in "Symantec Antivirus Outlook Protection" somehow must be opening or viewing the message inside the Otubox. Oce this occurs the only way to move and send the message is to fully open it from the Outbox and hit the SEND button. The message in the Outbox is displayed as italic type and not BOLD. These will not get sent.

    I verified this by unchecking the Add-in. Once unchecked the message with attachment is automatically sent. It moves from the Outbox and to the Send folder.

    I have no idea where to change the setting for this or why it occurs on just this type of SEND TO > MAIL RECIPIENT type of action. Is there a patach or a way to send mail this way and keep the Add-In selected? Right now we have users oblivious that unsent messages are being stacked up in their OUTBOX. When they discover this, after hitting the SEND & RECEIVE button repetitively with no change in results, I tell them to open each message individually and hit the SEND button.

    I thought this might be an Outlook issue but its the Add-In that is causing the message in the OUTBOX to be seen as READ and not needing to be sent by Outlook.

    I'm hoping someone knows a solution since this has to be occuring for others. Despite searching online I'm unable to locate any solutions.

    Thanks in advance.

    fman99