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General

What web browsers and versions does BlueMind support?

BlueMind supports the following web browsers:

  • Firefox from version ESR 17
  • Chrome from version 24
  • Internet Explorer from version 8 (except the admin console)
  • Safari from version 6

To find out more about compatibility with web browsers, devices and thick clients, please refer to the page Compatibility.

What characters are allowed in passwords?

Passwords can include upper and lower case letters, numbers and special characters. Accented characters may not be used.

ASCII characters can be used, excluding control characters.

How does offline mode work?

What is offline mode?

Offline mode allows you to continue working with BlueMind when your internet connection is lost either voluntarily (using your internet browser's offline mode if allowed or by disconnecting your computer's internet connection) or involuntarily (network disruption, cable unplugged, etc.). New inputs (new contacts, appointments, meeting acceptances, etc.) are saved in the browser and when you are connected again, the data is synchronized with the server and saved in BlueMind.

What applications are supported in offline mode?

Currently, the Contacts, Calendar and Tasks applications are supported.

How do I activate offline mode?

Offline mode is activated automatically when your browser's internet connection is lost (whether voluntarily or not).

When you're offline, your navigation bar's personal menu is grayed out, and when you open it, it reads "Offline" and its links are disabled:

What web browsers are compatible?

Offline mode is available in Firefox, Chrome and Safari.

Offline mode being reliant on the browser's data storage capacity, some browsers or browser versions do not support his technology (Firefox in Private Mode, Internet Explorer, Edge).

Mail

How can I make BlueMind to my default "mailto:" provider?

"mailto:" links allow you to open your default mail software composer directly.

To get the BlueMind composer to open when you click a mailto: link in a web page or an email for example:

  • go to BlueMind's advanced settings: in user preferences > Mail section > "Email client advanced settings" link
  • in the first section, "User Interface", click the link "Register protocol handler for mailto: links"
  • confirm authorization when prompted by the browser

To find out more, please go to the page Advanced settings.

Unread messages in my sub-folders are only shown when I view said sub-folder

To change this behavior and force BlueMind to retrieve messages from all folders and sub-folders every time it queries the server:

  • go to BlueMind's advanced settings: in user preferences > Mail section > "Email client advanced settings" link
  • in the section "Mailbox view" check the box "Check all folders for new messages"

To find out more, please go to the page Advanced settings.

I'd rather reply BELOW the original message 

When you write a message, the original message is quoted underneath by default. To change this and place the original message at the top of the message with your reply below:

  • go to BlueMind's advanced settings: in user preferences > Mail section > "Email client advanced settings" link
  • in the section "Composing messages", then "Main options", select your choice from the list "When replying":
    • start new message above original
    • start new message below original

To find out more, please go to the page Advanced settings.

Edit as new message

This option allows you to open a message in the composer, without being shown as a reply or forwarded.

To do this, you have several options:

  1. right-click the message in the list > "More actions" > "Edit as new"
  2. select the message in the list and click the menu "More actions" above the message list "Edit as new"

I'd like to use different signatures depending on the recipient 

To do this you must create several "Identities" and set up the signature you want for each. When you send a message, all you will need to do is select the identity you want from the sender box and the corresponding signature will be added.

Identities also allow you to customize the display name as well as the email alias used.

To find out more, go to the page Identities.

I have reached my mailbox quota but I can't delete messages to reduce its size

This is because when you delete a message using the "delete" button or the "Del" key, it is moved to the trash and to do this it needs to be copied in a temporary directory. This operation is therefore impossible if the space quota has been reached.  

To free up space in a mailbox whose size quota has been reached, you must delete files directly: select the message(s) you want to delete and type "Shift-Del". You should then be prompted to confirm deletion.

To find out more, go to the page Mail.

I can't see the priority status of incoming messages

To display messages' priority status in the message list, the Mail application incorporates a column but it is not shown by default. To display this column:

  • Click the gears "List options" button at the top right of the message list
  • Check the "Priority" box in the column list
  • Click "Save" to confirm

Note: The column is added and placed in last position.

To find out more about organizing columns, go the page Mail > chapter 4.1 - Columns and sorting.

My shared mailboxes are not shown in the folders list

In some cases, when a user is given privileges on a shared mailbox, the mailbox is not shown in their folders list. This is due to a bug in the webmail's engine display (Roundcube).

To show these folders, simply display the folders' list action menu:

Having the menu shown on screen should be enough to make the mailbox appear in the list, no further action is required.

Instant messaging

I can't see the instant messaging icon in BlueMind

This means that instant messaging hasn't been enabled on your domain, or the administrator has chosen to limit this service to certain users only.

Contact your administrator or, if you're an administrator, go to the domain management documentation for information on enabling instant messaging.

I don't know how to clear my conversations history

That's right, this feature isn't available in BlueMind's instant messaging application yet.

I get an SSL error when I try to connect to the XMPP server with Thunderbird

This is because since version 38.0, Thunderbird uses DHE keys.

Manual fix

In Thunderbird Preferences > Advanced > Config Editor, set the following settings to 'true':

security.ssl3.dhe_rsa_aes_128_sha
security.ssl3.dhe_rsa_aes_256_sha

A message "Certificate is not trusted because it hasn't been verified by a recognized authority using a secure signature" may appear during connection, this is because BlueMind's SSL certificate is self-signed. Confirm that you want to use this certificate despite this warning.

Plugin-based fix

Install the following add-on which disables DHE keys https://addons.mozilla.org/en-US/firefox/addon/disable-dhe/

Mobility

When I try to create an account I get the message "Incorrect username or password"

The server and user information entered is correct, and yet this message appears: this means that your administrator has not authorized connection to external devices.

To fix this you have two options:

  1. the global administrator can authorize synchronizations for the whole domain in the admin console > System management > System configuration > "EAS server" tab
  2. the domain administrator can authorize user-specific synchronizations in the admin console > Directory browser > select the user > "Devices" tab

In order to connect to BlueMind, you need to get help from an administrator.

To find out more, please go to the Administrator's guide > Users ou EAS Server Configuration.

I can't see my sub-folders on my smartphone

That's right, with the Exchange ActiveSync synchronization protocol, only first-tier directories (inbox, drafts, outbox, sent items, trash) are synchronized, user-created sub-directories are not shown.

To be able to access all directories, you must use IMAP synchronization which is however restricted to email messages synchronization. Contacts and calendars will not be shown.

To find out more, go to the page about your device in the section Synchronisation des périphériques externes.

Since BlueMind version 3.0.2, sub-folders are also synchronized with the EAS protocol and should be shown. On some devices, this requires you to click the "view all folders" button.

I can't see directory contacts

That's right, with the Exchange ActiveSync synchronization protocol, only personal address books are synchronized with smartphone contacts. However, addresses from other address books (Directory, Collected contacts...) can be accessed through the smartphone's search features (contacts, emails...)

For more details, go to the page for your device in the section Synchronizing with mobile phones and tablets.

Calendar

I can't see a calendar that has been shared with me

By default, you are only able to see:

  • your calendar
  • domain calendars

To display another calendar, you must subscribe to it:

  • go to the user settings management section > Calendar > "Subscriptions" tab
  • look for the calendar you want using the "Add a calendar" text box
  • select the calendar suggested by autocomplete
  • confirm by clicking "Save"

For more details, please go to Calendar preferences.

I can only see two colors in the summary even though my appointment has several tags

That's right. For readability reasons, calendar appointments only show two colors at the most.
However, if you hover over it with your mouse, all tags are listed in the tooltip.

For more details go to Tags.

Contacts

I am unable to copy a user to one of my personal address books

Two internal contacts (both of whose addresses are on the domain name) cannot have the same email address. As a result, directory contacts cannot be copied to another address book.

I am unable to create a contact with a BlueMind email address

You cannot create contacts with an email address with the BlueMind domain name. Only administrators are able to create users (rather than contacts) by assigning them an email address on the domain. These then appear in the directory.

I can only see two colors in the summary even though my contact has several tags

That's right. For readability reasons, summary contact cards only show two colors at the most.
However, if you hover over it with your mouse, all tags are listed in the tooltip.

For more details go to Les étiquettes (tags).

Administration

I have lost the setup wizard's password

You can change the setup wizard's password either through the admin console or in command line, even if you do not know the old password. To do this, please go to the page Mise à jour de BlueMind - chapter 1.1 : Prerequisite: access to the setup wizard.

Scheduled jobs are no longer running

This issue typically occurs after an update during which the bm-setup-wizard package was uninstalled.

To check this, the command below should not return anything:

dpkg -l | grep bm-setup

If the package does not appear, install it.

If the package is present, contact BlueMind support or ask for help on the forum.

The login ID entered for a new user is invalid

New log in IDs for new users must comply with the following rules:

  • maximum length: 64 characters
  • Allowed characters are:
    • lower-case letters from a to z
    • numbers from 0 to 9
    • the following special characters: . (full stop), - (hyphen), _ (underscore)
  • Special characters cannot be placed first

Thick clients

I need to retrieve Outlook logs

Two types of logs can be useful:

  • BlueMind connector logs, for calendar and contact synchronization issues

  • IMAP logs, for problems sending and receiving emails

BlueMind Connector Logs

In order to retrieve the appropriate logs, you must first enable advanced logging.

To do this:

  • go to advanced options:
    • Outlook 2007: "Tools/Options" menu > "BlueMind" tab > "Advanced options" button.
    • Outlook 2010 and above: "File" menu > "BlueMind" tab > "Advanced" button.
  • Check the "Enable advanced logging" box:
  • replay the scenario that triggered the issue.

Once this is done, you can retrieve the logs you need. They are located in the BlueMind folder in your temporary files folder:

  • open Windows explorer and enter the following text in the address bar:

    %TEMP%\BlueMind
  • Confirm by typing <Enter>
    This takes you straight to the folder.

  • Logs are located in the file bm-connector-outlook-log.*

IMAP logs

As for the BlueMind connector logs, you must enable advanced logging in order to collect as much information as possible.

To do this:

  • Outlook 2007:

    1. go to the "Tools" menu > "Options" > "Other" tab > Advanced options

    2. check the "Enable logging (troubleshooting)" box

    3. Quit and restart Outlook

  • Outlook 2010 and above:
    1. go to File > Options > Advanced options

    2. In "Other", check the "Enable troubleshooting logging (requires restarting Outlook)" box

    3. Exit and restart Outlook.

Next, regardless of the Outlook version you are using:

  • rerun the scenario that triggers the issue
  • exit Outlook to make sure that all the data is written to the log file

Once this is done, you can retrieve the logs in your temporary logging folder:

  • open Windows explorer and type the text below in the address bar:

    %TEMP%\Outlook Logging
  • Confirm by typing <Enter>
    This takes you straight to the folder concerned.

  • The files you might want to retrieve are:
    • the SMTP log folder, for outgoing messages: emailaddress-Outgoing-date-time.log
    • the IMAP log file, for incoming messages: IMAP-emailaddress-Incoming-date-time.log

To find out more about Outlook logging and logging files: https://support.office.com/en-us/article/What-is-the-Enable-logging-troubleshooting-option-0fdc446d-d1d4-42c7-bd73-74ffd4034af5?fromAR=1&omkt=en-US&ui=en-US&rs=en-US&ad=US

Outlook synchronization takes a very long time and causes problems

Issues/Symptoms: Outlook synchronization seems to be "behind" with respect to other clients (mobile ones, for example), messages that can be seen in webmail are not shown in the client, synchronization seems to take very long and sometimes results in errors.

Cause: this may be because of a mail service containing a large number of folders and sub-folders.

Technical explication: Outlook in IMAP does not perform real time retrieval of messages from folders other than the Inbox. Other folders are verified during send/receive whose parameters can be set in the Send/Receive > Send/receive groups > Define send/receive groups.

On a large mail service with many folders, setting send/receive to retrieve all every time may cause the system to be slow and may seem to take forever.
The issue is Outlook's default send/receive configuration which is highly resource and time hungry.
By default, it iterates all the mailbox's folders and performs IMAP commands for each of them to:

  • retrieve new or deleted messages
  • count the number of unread messages

Solution: there is no need for these operations to be performed on every folder and sub-folder:
The number of unread messages is useful for the user's Inbox folders only and mail services shared with them (users or shared mailboxes).
Messages in sub-folders do not need to be retrieved every time: they go into sub-folders when users sort them in Outlook. These messages only need to be retrieved when the user displays the folder.
As a result, the recommended settings for users is:

  • Send/Receive menu > Send/receive groups > Define send/receive groups
  • uncheck "Get unread folder count for subscribed folders"
  • choose "Use the custom behaviour described below"
  • check the user's root folders and other users accounts they are subscribed to.
  • confirm.

Messages are sent multiple times

Issues/symptoms: messages containing one or several attachments are sent multiples times

Cause: because these messages are heavy, Outlook may lose the server connection (because of a poor internet connection for instance) and starts sending the messages again. It duplicates the message in the Sent Items folder and when the connection to BlueMind is re-established properly, the messages are all sent.

Solution: increase server timeout

  • go to account settings > "More Settings..." button > "Advanced" tab
  • increase "server timeouts" using the cursor:

    Do not use the maximum setting straight away. It is best to increase it gradually and test the new setting in order to keep the minimum timeout required.

Outlook connector doesn't load on start-up

Issues/Symptoms:

  • the connector doesn't load when Outlook starts and it doesn't show as enabled in the list of add-ins.
  • the connector does load when it is enabled by clicking it in the list of COM add-ins but doesn't load during later Outlook start-ups.

Cause: the Windows key registry value that controls load behaviour has been modified, either by Outlook after a previous connector load error, either by third-party software, such as an antivirus.

Solution: correct the key registry value to re-enable loading on start-up. To do this:

  • Open the Windows registry editor
  • Browse to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\Bluemind.bm-addin
  • Change the LoadBehavior value to 3

Unable to uninstall the Outlook connector

Issue/Symptom: Unable to uninstall or reinstall the Outlook connector. During uninstall, an error window is displayed with the message "Error 1001: the specified service already exists"

Cause: Windows' automatic update service for the connector is in an inconsistent installation state.

Solution: use Windows's automatic fix to complete the uninstallation, which is available at: https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

 

 

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