Who is this article for?

Users who are experiencing slow saving of files.

No special access is required.

If you see "Ideagen Mail Manager is taking longer than expected" messages or experience slow performance when saving emails and browsing SharePoint, follow these troubleshooting steps to resolve the issue.

Identifying the symptom

You may encounter one or more of the following symptoms:

• "Ideagen Mail Manager is taking longer than expected" message appears
• "OnePlaceMail is taking longer than expected" message appears
• Saving emails feels slow
• Browsing SharePoint feels slow

Confirming Outlook cached exchange mode is enabled

When using classic Outlook, cached exchange mode will greatly speed up all Outlook and Mail Manager Enterprise actions.

To enable cached exchange mode:

1. In Outlook, go to File.
2. Select Account settings.
3. Select Account settings again.
4. Double-click on your account.
5. Tick Use cached exchange mode.
6. Click Next.
7. Click Done to save.
8. Restart Outlook.

Or follow Microsoft's instructions here - Enable Outlook cached exchange mode.

Repairing Microsoft Edge WebView2 Runtime

The SharePoint views render through the Microsoft Edge WebView2 Runtime. A missing or damaged runtime causes slow loading and blank areas.

To repair the runtime:

1. Open Windows Settings.
2. Go to Apps.
3. Confirm Microsoft Edge WebView2 Runtime is installed.
4. Select Modify.
5. Select Repair.
6. Restart Outlook.

Checking SharePoint and network latency

To determine if the delay is caused by SharePoint or your network:

1. Open the same SharePoint site directly in a browser.
2. If the site is also slow in the browser, the delay is in SharePoint or your network, not Mail Manager.

Note: Very large libraries or heavily filtered views load more slowly. Try a more specific location or a smaller view.

Addressing mailbox and Outlook issues

To resolve issues related to large or busy mailboxes:

1. Restart Outlook.
2. Restart your PC if it has been on for a long time.
3. Ensure Outlook is up to date.
4. ask your IT to confirm Outlook Cached Exchange Mode is healthy.

Checking for add-in conflicts

Other Outlook add-ins can slow start-up and saving.

To test for add-in conflicts:

1. Go to File.
2. Select Options.
3. Select Add-ins.
4. Select COM Add-ins.
5. Temporarily disable other COM add-ins.
6. Check if performance improves.

Confirming you are on a current version

Older releases may perform less well.

To check your version:

1. See the article on checking Mail Manager Enterprise version details.
2. Update if you are behind the current version.
3. Latest version is here - Downloading the latest desktop release

Enabling logging before contacting support

If the issue persists after trying the above steps, enable logging to help diagnose the problem.

To enable logging:

1. Enable desktop app logging (see the article on enabling Ideagen Mail Manager Enterprise desktop app logging).
2. Reproduce the slow save.
3. Attach the logs to your support ticket.

Getting additional help

To contact support:

1. Open a support ticket from the Ideagen Mail Manager Enterprise help centre.
2. Include your version number.
3. Specify whether the issue affects one user or many.
4. Attach the logs if you were able to capture them.