FileSite Add In – Outlook Cannot Display This View

A customer was using a product called FileSite for document management. This system heavily integrates into the entire Office suite.

One user was having issues accessing some folders under the FileSite folder in Outlook. When attempting to access these views an error message was displayed:

“Outlook Cannot Display This View”

  • This issue followed the user across multiple machines, despite lack of roaming profiles
  • Other users logging onto same machine were not affected
  • The user also advised that intermittently it would start working, then stop again.

Second level support had tried re-creating users local Windows profile and reinstalling the application to no avail.

In this case we took a log with API Monitor (http://www.rohitab.com/apimonitor)

The nice thing about API monitor is when you monitor Visual C++ Runtime Library –> String Manipulation (CRT) or Windows Application UI Development you can easily search log for the error message displayed by program, and look backwards in log for API failures.

However in this case no obvious cause was determined.

So I did an API monitor trace of a working user repeating the same steps.

I noticed in the “broken user” we kept seeing an event like this all over the place:

image

When I filtered just on wcsncpy_s events we could see it came consistently before error message:

image

Searching the “working log” this text never occurred when browsing FileSite view:

image

I suspected thread may relate to conversations, as this displays conversation “threads”

However both users had “Show as conversations” ticked

image

Despite this I tested disabling Conversation View on broken user’s machine – When disabling it, I selected all mailboxes

image

And *boom* our add-in was happily working, FileSite add-in happily displaying its content in all its glory.

In this case most users had only enabled conversation for the Inbox only. When enabling Conversation View they had selected This Folder

image

However our broken user had selected All mailboxes …

About chentiangemalc

specializes in end-user computing technologies. disclaimer 1) use at your own risk. test any solution in your environment. if you do not understand the impact/consequences of what you're doing please stop, and ask advice from somebody who does. 2) views are my own at the time of posting and do not necessarily represent my current view or the view of my employer and family members/relatives. 3) over the years Microsoft/Citrix/VMWare have given me a few free shirts, pens, paper notebooks/etc. despite these gifts i will try to remain unbiased.
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8 Responses to FileSite Add In – Outlook Cannot Display This View

  1. James says:

    Simply check on the email part; say inbox, see if “Show as conversations” is checked in Outlook on the View Ribbon. If so, uncheck it and apply to all folders.

    • Yes, that is what you will get if you have one mailbox, otherwise when you untick it you will get option “This folder” or “All Mailboxes” At least that’s what I get when testing it in Outlook 2013.

  2. B. Young says:

    Thank you!!

  3. Alex says:

    Thanks for taking the time for drafting this up, you saved me a lot of time today!

  4. You saved us, thank you very much much for the post!

  5. TJH says:

    Saved me too. Thank you.

  6. Mike says:

    We were getting ready to uninstall/reinstall Office 365. I had started going down the rabbit hole after the users profile until I found your post. A big thank you!

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