Troubleshooting - External Mail Services - Foundation 23.1 - Foundation 23.1 - Ready - OnBase - Essential - Premier - Standard - external - Standard - Essential - Premier

External Mail Services

External Mail Services
Foundation 23.1

Issue: I cannot send mail with my mail system.

Resolution: Make sure that your mail system is supported and that you have enabled email Workstation Options appropriately.

Issue: When sending a document, I am presented with the OnBase Mail Message dialog box instead of my third-party's email system.

Resolution: OnBase External Mail Services respects restrictions set by third-party email systems (such as file attachment size limits). Make sure the message and its attachments are not in conflict with your third-party email system's settings. Depending on your email system and the type of issue, you may be able to reconfigure the settings to accommodate your needs.


If you are using Novell GroupWise, you are always presented with the OnBase Mail Message dialog box.

Issue: When I try to send a document, the option is grayed out.

Resolution: Make sure that your user group has privileges to External Mail Services. Also, be sure the Enable External Mail workstation option in the OnBase Client is selected.

Issue: Where can I view documents that have been mailed?

Resolution: In the OnBase Client, you can find this information in the transaction log under Admin | Transaction Log | View All Messages.

Issue: The image file I want to send cannot be opened or contains an unsupported compression type.

Resolution: If you cannot open the document, ensure that the Global Client Document setting Use JPEG compressed TIFF as default color image format is not selected. When you send the document, be sure to send it in its native format by right-clicking and selecting Send To | Advanced Mail. Select Native Mail Format from the Document Options dialog box.

Issue: Entries in a large Novell GroupWise address book are not available in the Select Names dialog box when using the OnBase Mail dialog box.

Resolution: This is a known issue with the GroupWise auto complete functionality. There is a practical limit of approximately 15,000 entries per address book.


When you email image documents using Send To | Mail Recipient, the images are sent as TIFF (.tif) files. When you send color documents that are stored in OnBase with JPEG (.jpg) or Bitmap (.bmp) file formats, the documents are sent in color as JPEG files. If you want to send an image document in its Native Format, you must use Advanced Mail.

Issue: The following error is displayed: External Mail failed to start.

Resolution: This error displays when OnBase cannot log on to the mail system.

  • Check to make sure that dmMailServices.dll is registered on the workstation.

  • Check the onbase32.ini file to ensure the nativemailsystem setting is accurate. Check the user's SMTP Mail settings in the Configuration module (Users | User Names/Passwords) to ensure the user's credentials are accurate.

  • Verify that nnotes.dll is not in the system path.

  • If using IBM Lotus Notes, check to make sure that a Lotus Notes User ID and password have been configured.

  • MAPI integration is limited to 32-bit installation of Microsoft Outlook and other third-party 32-bit mail clients.

Issue: The Microsoft Outlook Address Book is no longer available.

Resolution: dmMailServices.dll does not respect the Prompt for a profile to be used Outlook setting. If Outlook is configured with this setting enabled, ensure that the profile of the address book you want to use when sending external mail is selected from the Always use this profile drop-down list.

Issue: The attachment file name has been replaced by the temporary file name.

Resolution: This security feature prevents users from clicking items with misleading names. When Unicode characters are used in the file path, the file is copied to an ANSI path. When this occurs, temporary file names may be used to ensure that characters that do not have an ANSI equivalent are not replaced with " ? ". To avoid temporary file names being used for attachments, do not use Unicode characters in the file path.