Troubleshooting other problems

Use these tips to troubleshoot miscellaneous problems not covered in other topics.

  • Issue: The following message is displayed: 
    A program is trying to access email address information stored in Outlook. 
If this is unexpected, click Deny and verify your antivirus software is up-to-date.
  • Solution: This is an Outlook message that sometimes occurs when software is being updated on your system. After you restart your system, the message goes way. You can complete the following steps to prevent the message from occurring again. Do this only if you are an advanced user.
    1. Close all Outlook windows.
    2. Click the Windows Start button and in the search box search for Outlook.
    3. In the results, highlight the Outlook program, press SHIFT and right-click, and select Run as Administrator.
    4. Click File > Options > Trust Center.
    5. Click Trust Center Settings.
    6. Click Programmatic Access.
    7. Select Never warn me about suspicious activity (not recommended).
    8. Click OK twice.
    9. Close and reopen Outlook.
  • Issue: When you create a new profile or open an existing profile, you see the following error: Access to the path C:\Users\<user_name>\AppData\Local\Temp\HCL_Mail_Sync\HCL_Managed_Utils_<date_number>.log is denied.
  • Solution:
    1. In the Windows Explorer address box, enter %temp% to open the temp folder.
    2. Double-click the temp folder HCL Mail Sync.
    3. When you see the following prompt, click Continue to give yourself access to the folder:

      You don't currently have permission to access this folder. Click Continue to permanently get access to this folder.

    4. If you previously enabled IBM mail sync logging for problem reporting, it is now disabled. To re-enable logging:
      1. Start Outlook.
      2. Click File.
      3. Click HCL Mail.
      4. Click Mail Help > Diagnostics.
      5. In the Trace Level field, select Verbose. (There is no performance impact).
  • Issue: The Outlook Social Connector add-in repeatedly updates contacts causing synchronization loops between client and server. If the Notes client is used, the repeat updates cause frequent replication.
  • Solution: Disable the Outlook Social Connector add-in:
    • From Outlook, click File.
    • Click Options.
    • In the Outlook Options window, click Add-Ins.
    • In the Add-ins box, select the Outlook Social Connector add-in.
    • Click Go.
    • In the COM Add-Ins box, clear the check mark next to the Outlook Social Connector add-in and click OK.
  • Font effects are be lost for some recipients when mail is sent from Microsoft™ Outlook to an HCL Notes® recipient.

    This issue is due to a limitation in the Notes client. As a workaround, edit your Person document in the directory. In the Format preference for incoming mail field, select Keep in senders' format . If you don't have access to edit your Person document, contact your administrator.