Citrix - issue emailing with outlook

[Rafael_Keech1]

I have a user who is having problems attempting to email a doc from OnBase in our Citrix environment. It started out as one and the problem appears to gradually be growing out to others. The issue is as soon as they click to email, OnBase just closes on them. I've gone through the standard steps (re-create the profiles, ensure outlook is installed and they have profiles set up properly.. ensure OnBase is configured to use the default mail client (outlook) etc) I've also attempted to have them try to access and email in various different ways, but same result.

Has anyone ever experienced this issue before? Are there some troubleshooting steps I might be missing?

Any help is appreciated, I'm at a loss at what could be going on.

Thanks,

[Tony_Maimone]

Hi Rafael,

Thank you for using Community. I would recommend contacting your first line of support to help alleviate this issue as it could be related to many different environmental factors.

Thanks,

[Seth_Yantiss]

I think Tony is right an you'll need to use your FLOS to get a resolution, but a troubleshooting question (or nine) I think needs to be asked:

1. Are you trying to e-mail the same document each time?
1.  If not the same document is it always the same File Format? 
2. Are you always using the same File Format for the export to e-mail? 
1. Is it PDF / Tiff / Encrypted PDF?
2. What happens if you change this to a different format? 
3. Do you turn on Note Annotations or other Note options? 
4. Are you using the Unity Client? 
1. What Version? 
2. Have you tried the same steps from the Web Client?
3. Was the Unity Client upgraded Versus cleanly installed?
5. Is there any errors in the Diagnostics console?  What about the Application log on the Terminal Server?

[Joe_Pineda]

What version/client of OnBase? What version of Outlook? Is Outlook 32-bit?

[Rafael_Keech1]

Version 13.0.2 and 64 bit outlook