Related Topics Getting Started Related Topics Getting Started
Why doesn’t Bridgeway E-mail Link populate with data?
The initial synchronization of Microsoft Outlook with Bridgeway Suite will not be instantaneously, but may take time.
§ If the Matters, Invoices, and/or Entities folders do not appear, right-click on the Bridgeway E-mail Link account, and select Update Folder List.
§ If the folders appear, but no matter and/or entity information appears, press F9 to manually send and receive to all folders in Bridgeway E-mail Link. Monitor Microsoft Outlook for errors.
§ If no data is retrieved, make sure that the user name/password combination you entered is valid. Log into eCounsel or Secretariat directly and verify that you have access to the product(s) and that the dynamic filter in use returns matters and invoices in eCounsel and/or entities in Secretariat.
Why am I locked out of Bridgeway Suite?
If your password changes in Bridgeway Suite and you fail to change your account password for the Bridgeway E-mail Link account in Microsoft Outlook, your account in Bridgeway Suite may be locked out. See your Bridgeway Suite system administrator to enable the account. See Changing the Bridgeway E-mail Link Password for instructions on changing the Bridgeway E-mail Link account.
Why aren’t my e-mails being sent?
If you are focused on a Bridgeway E-mail Link folder and create an e-mail, the e-mail will be sent from the e-mail address specified when you created the Bridgeway E-mail Link account and the SMTP server used for the outgoing mail server. If the e-mail address is not valid or if the SMTP server is unable to send e-mail, your e-mail may not reach the intended recipient. All e-mails sent from Bridgeway E-mail Link should appear in the Sent Items folder of your Microsoft Exchange mail account.
For Microsoft Outlook 2007, a Sent Items Folder Setup dialog box will appear the first time you send an e-mail from Bridgeway E-mail Link. Click Use Default Folder to save sent e-mails to the Sent Items folder of your Microsoft Exchange mail account.
Why can’t I open a folder?
If you receive a “Cannot open this item” error message, the connection with the Bridgeway E-mail Link Server may be temporarily unavailable. Re-synchronize Microsoft Outlook and try again.
Why can’t I open a document attached to a record?
The file extension for a document attached to a message must be associated with the application in which you want to open the document. For example, to open an Adobe Acrobat file, the PDF extension should be associated with Adobe Acrobat and Adobe Acrobat must be available from your computer in order to open the file.
Why can’t I open an attached EML file?
If you use Microsoft Outlook 2007 to access Bridgeway E-mail Link, additional steps may need to be performed to support the EML files used by Bridgeway E-mail Link to save an e-mail message to eCounsel/Secretariat. If you cannot open EML files, do the following:
§ Install Service Pack 3 for Microsoft Office on the affected machines.
§ Install the http://support.microsoft.com/kb/956693 HotFix issued by Microsoft to register the EML file extension for Outlook 2007.
§ Using Windows Explorer, associate the .eml file extension with Microsoft Outlook.
If these actions do not resolve the issue, contact Microsoft support.
Why don’t the Matters/Invoices/Entities folders appear in Bridgeway E-mail Link?
In order to view matters and invoices, security attribute access to eCounsel must be set to “Allow” in Suite Manager; in order to view entities, security attribute access to Secretariat must be set to “Allow” in Suite Manager. If a user can login to both products, Bridgeway E-mail Link will display all applicable folders. See your System Administrator if you do not have access to a folder.
Why can’t I drag-and-drop e-mails onto my matters/invoices/entities?
If LDAP (Lightweight Directory Access Protocol) authentication is configured for Bridgeway Suite, use the <UserName>@<Domain> format for the user name. Using a format of <Domain>\<UserName> for the user name will cause folder attachments to not display and users will not be able to drag-and-drop e-mails onto matters and invoices for eCounsel and/or entities for Secretariat.
Why isn’t my document attached to a matter/entity?
If an e-mail message or other item failed to be uploaded to eCounsel/Secretariat, the item will appear in a “Failed to Upload” folder contained in the document’s folder in Bridgeway E-mail Link. The matter/entity record may be read-only. Verify your permissions with your system administrator.
If you are a Secretariat user who has been assigned the Entity Edits - Restricted security attribute, you can drag-and-drop an item into the document’s folder in Bridgeway E-mail Link, but the document attachment will not be created for the entity.
Why am I being asked for my login credentials?
After creating a Bridgeway E-mail Link account, if the credentials within Bridgeway Suite change, you will need to change the credentials for the Bridgeway E-mail Link account. However, if users are being prompted for login credentials when no changes have occurred, check the disk space on the server machine hosting the Bridgeway E-mail Link Server. Bridgeway has observed that low disk space on the server will cause Microsoft Outlook to prompt for credentials.
Why have my folders disappeared in Outlook?
If your credentials change in Bridgeway Suite and you update the credentials in Microsoft Outlook, Bridgeway E-mail Link may take several hours to synchronize. In the meantime, you may observe folders being removed from Bridgeway E-mail Link if queued jobs with the old credentials attempt to execute.
Why am I getting a “Cannot copy the item” error?
If you receive the error “Cannot copy the item”, the matter or entity to which you are adding a document item is read-only for your user account. Verify your permissions with your system administrator.
Why am I getting a “Failed to update headers” error?
If Microsoft Outlook is attempting to change the state of an e-mail at the same time that the Bridgeway E-mail Link account is being synchronized, Microsoft Outlook will return this error.
Why am I getting a message that my IMAP server closed the connection?
Under certain circumstances, Microsoft Outlook may lose the connection with the IMAP server. Click OK to continue.
Why am I getting a “Security attribute check failed” error?
If you are a user who has been assigned the Limited Access Rights security attribute and you receive a “Security attribute check failed in hasLimitedAccessRights() – The attribute ‘Limited Access Rights’ could be found in the access list,” delete the Bridgeway E-mail Link account and re-create it to resolve this error.
Why are Bridgeway E-mail Link items being placed in the Junk E-mail folder?
When an e-mail message is delivered to the Junk E-mail folder, each Bridgeway E-mail Link user must right-click on an e-mail from Bridgeway E-mail Link, select the Junk E-mail submenu, and select the Add Sender to Safe Senders List. This action will ensure that Bridgeway E-mail Link will populate correctly.