Emails in the Sent Items folder are not updated with signatures
Some or all messages in the Sent Items folder in the desktop version of Outlook are not updated to display signatures, even though the Sent Items Update feature is enabled.
First, make sure that the problem is limited to the desktop version of Outlook. To do that, ask the affected users to log in to Outlook on the web (OWA) and check if items in their Sent Items folders are updated with signatures. Additionally, ask users to perform the OWA-Exchange-Outlook synchronization test by manually modifying a few messages in their Sent Items folder in OWA, e.g. by adding a flag, assigning a color category, or changing the message status to read/unread. Check if these changes are propagated (synchronized) from OWA to the desktop version of Outlook. Investigate if similar updates synchronize in the opposite direction (from desktop Outlook to OWA).
Changes applied to messages on one end (e.g. in OWA) may appear on the other end (e.g. in Outlook) with some delay, usually no more than one minute. Also, if the CodeTwo Sent Items Update (SIU) service runs in high-volume or low-performance environments, it may sometimes take a little longer (up to 5 minutes) before messages in the Sent Items folder are updated.
The solution depends on the outcome of the above actions. Click the links below to learn more.
- Sent items are not updated in both OWA and Outlook
- Sent items are updated in OWA, but not updated in Outlook
- Sent items are not updated in Outlook on the web
If messages are not updated with signatures in both desktop Outlook's and OWA's Sent Items folder, the problem is most likely related to the configuration of the CodeTwo Sent Items Update service. In that case, double-check your SIU configuration. Detailed instructions are available in the manual for your software:
If updates to sent items are visible in OWA but not in Outlook, this means that our service works fine and updates your messages correctly. Your problem is most probably connected with data synchronization between Outlook and Exchange Server/Exchange Online. Some users report that their Outlook does not display changes made to emails in the Sent Items folder if these changes (e.g. assigning a flag/category, changing the status) are applied server-side, i.e. in Exchange Server or Exchange Online (OWA). This happens only when Outlook runs in the Cached Exchange mode, regardless of the Outlook version. The problem occurs in various environments.
To solve this problem, you can:
- turn on Online View for the Sent Items folder,
- clear items cached in your Sent Items folder (recommended),
- or disable Cached Exchange Mode.
If you do not see signatures in the messages stored in the Sent Items folder, you can turn on Online View for this folder. This will make Outlook display emails directly from your Exchange server, so you should see your emails with signatures.
To turn on Online View locally for the Sent Items folder, select your Sent Items folder from the left menu in Outlook. Then go to the Folder tab and click the View on Server button on the ribbon (Fig. 1.).
You should now see that your sent emails look the same as sent emails in OWA, with signatures/disclaimers and all other updates visible. Note that enabling Online View does not update your Outlook cache - the program connects to your Exchange server every time you use the View on Server button.
To turn on Online View globally for your users as an admin, you can use one of the available GPO templates. To access the template, log in to your Exchange server, open Local Group Policy Editor, go to User Configuration > Administrative Templates > Microsoft Outlook 201X (depending on the Outlook version) > Account Settings > Exchange > Cached Exchange Mode, and double-click Use Cached Exchange Mode for new and existing Outlook profiles (Fig. 2.).
Next, choose Disabled and click OK to save your changes (Fig. 3.).
Once your users re-run or restart their Outlooks, all the items (sent ones included) will start being displayed directly from your Exchange server (as if the View on Server button was clicked). In other words, your users will now see their sent emails the same way as sent emails in OWA, with signatures/disclaimers and all other updates visible.
Note that enabling Online View will not update your users’ Outlook cache.
The View on Server button is not available?
The View on Server button is only visible when:
- the Cached Exchange Mode is disabled (you use the Online Mode)
- or the Cached Exchange Mode is enabled, but not all of your emails are kept offline (cached) on your computer.
You can check your Outlook cache settings by opening the File menu and navigating to Account Settings. On the Email tab, select your email account and click Change. This will open the Server Settings window (Fig. 4.). If the Mail to keep offline period is set to All (as in Fig. 4.) or is long enough to encompass all of your email correspondence, then you will not see the View on Server button because all of your mail is cached locally and there is nothing to load from the online server.
If you’re an admin, note that you can also change this setting globally for your users via GPO. To do so, follow the instructions from the section above, but choose Enabled instead of Disabled. Next, click another policy named Cached Exchange Mode Sync Settings (see Fig. 2.) and choose a desired, shorter period of storing emails offline (Fig. 5.).
Now, when your users re-run or restart their Outlooks, not all their messages will be stored in Outlook’s cache (offline). Thanks to that, they will be able to use the View on Server button to go into Online Mode and see emails with signatures/disclaimers and all other updates visible.
This is the recommended workaround. Follow the steps below to clear all cached mail from your Sent Items folder and update the sent messages with signatures.
- Right-click your Sent Items folder in Outlook and select Properties from the shortcut menu.
- Click Clear Offline Items (Fig. 6.).
- Wait around a minute, so that your Outlook synchronizes with Exchange and downloads the sent items again.
After the refresh, your emails in the Sent Items folder should be updated to display signatures added by the CodeTwo software.
Switching from Cached Exchange Mode to Online Mode in Outlook solves the problem, but it will affect the performance of your Outlook. Read this MS article for more information about the two modes. To learn how to enable/disable Cached Exchange Mode, see this article.
If signatures in Sent Items are not displayed correctly in Outlook on the web, you might need to refresh the page in your web browser or open the message in a new window. See this Knowledge Base article to learn more.
|Related products:||CodeTwo Email Signatures for Office 365 1.x, CodeTwo Exchange Rules 2007 3.x, 4.x, CodeTwo Exchange Rules 2010 2.x, 3.x, CodeTwo Exchange Rules 2013 1.x, 2.x, CodeTwo Exchange Rules 2016 1.x, CodeTwo Exchange Rules 2019 1.x, CodeTwo Exchange Rules Pro 1.x, 2.x|