Why are my emails appearing ‘grey’ in Email Capture?

When an email is captured via Email Capture, the saved email is placed in a ‘Temporary’ folder where it is stored ready to be matched to the relevant Matter.

If this Email file is no longer accessible, it will appear grey - and if you double-click on the email, you will get a message saying the file does not exist.

There are 2 typical places where these temporary emails are kept and 2 typical reasons why these files are not accessible.

1. When Temporary Emails are stored on the local C:\ drive.

Within Email Capture settings is a setting called ‘This user performs email captures on multiple computers’.  

If this is un-ticked, then the temporary email files will be saved to:

C:\Users\your_user\AppData\Local\MigrationManager\Emails\your_MM_user\

(This is a local folder on your C:\ Drive)

How can the file be grey in the scenario?  

Usually the cause of files becoming grey with this setting is because emails have been captured on one machine (and saved to its C:\ Drive), then the user goes to another machine to match/process.

Of course, the 2nd machine cannot see the files on the C:\ drive of the 1st machine, so they appear in grey.

Suggestion:

  1. If possible, complete the matching for these emails from the first machine where they are available.  If this is not possible, you will need to manually re-capture those emails.
  2. If you are capturing/matching emails on multiple machines, we would recommend ticking the option for ‘This user performs email captures on multiple machines’.  In the above settings window.  This way all emails going forward will save to a shared drive and can be seen from multiple devices.

2. When the emails are stored on a shared drive

Within Email Capture settings is a setting called ‘This user performs email captures on multiple computers’.  

If this is ticked, then the temporary email files will be saved to your shared Migration Manager folder, under sub-folder Emails\your_MM_user\.

(Example:  M:\Emails\4-Marco\)

How can the file be grey in the scenario?  

Usually the cause of files becoming grey with this setting is because emails have been captured on one machine and gone to the Shared Drive, however there are syncing issues between your machines and the files are not syncing to the second machine, hence can not be accessed from the second machine.  

Suggestion:

In this case we would suggest using the Cloud Storage not syncing between PCs help document to troubleshoot why your machines are not syncing.