Since August we have observed a series of issues affecting the ability to send documents using the "Internal E-Mail" button from TrialWorks.   This e-mail/blog is re-stating some of the known items as well as introduces the impacts of Microsoft Exchange on the issue.    This article summarizes existing information and introduces new sources of conflict into the mix.

PROBLEM:

When users send links via the "Internal E-Mail" button, or any other operation that performs the same function, the recipients may see the following behaviors:

·         Missing attachment and message "Outlook blocked access to the following potentially unsafe attachments:".

·         Present attachment with a failed open attempt that reads: "Operation Failed".  This specific cause must be confirmed as the issue by attempting to open the sent message from the TrialWorks E-Mail Tab, and then opening the attachment.  If the e-mail from the e-mail tab lists the error in bullet-1, than the problem is relevant to this article.   Outlook "Operation Failed" messages have many other causes.

CAUSES & OPTIONS:

The causes of this issue include four scenarios:

1.       Client-Side Microsoft Updates.  Updates labeled KB980373 for Microsoft Outlook 2003, and labeled as KB980376 for Microsoft Outlook 2007.   They can be manually removed from the affected computers, and blocked from being reintroduced.  In addition, the referenced articles provide "alternative solutions" such as modifying the registry.  However, the remaining causes outlined will influence the success of any operation.

2.       More Client-Side Microsoft Updates. Microsoft Outlook Security Updates that prevent access to "shortcut" attachments.  Updates labeled as KB2293428 for Outlook 2003, and KB2288953 Outlook 2007.  Removing these items, in conjunction with Cause #1, may resolve the issue unless the remaining factors listed here are present.

3.       Microsoft Outlook 2010.   The 2010 version of Outlook natively blocks shortcuts to network files.  The Microsoft documentation indicates that Outlook 2010 is not affected by the updates, which is technically true.   Outlook 2010 prevents access to those files.  However, the "alternative solution" registry edits published by Microsoft may overcome the security issues if Exchange 2007 or lower is present.

4.       Exchange 2010 Mailbox Store.  Adds additional complexity to the situation, as mailboxes which use Outlook 2007/2010 remain restricted from opening shortcut attachments. In these cases, the "operation failed" messages are more common.

5.       Even MORE Microsoft Updated (December 2010 Patch Tuesday).  More updates released in December 2010 affect the behavior.  Removing them does not appear to solve the issue.    Registry keys available on the bottom of this article seem to work in all cases thus far.  Added 12/21/2010.

TRIALWORKS UPGRADE 10.08E.

TrialWorks 10.08e was designed to address Cause #1 in this article.    In many cases, it works through Cause #2 & #3.  The upgrade manually adjusts the registry settings to permit the "newly disallowed" attachments in Outlook 2003 and 2007. However, Outlook 2010's native behavior is questionable. In some cases, the registry edits work and no further steps are necessary.    The upgrade does not address these issues under Exchange 2010; the root security settings responsible for the restriction are currently being examined.  We currently do not have a recommendation for making changes to your Exchange environment.

TRIALWORKS UPGRADE 10.09

REGISTRY KEYS.

Backup your registry before you begin!

To configure the AllowAttachByRef registry entry, add a DWORD value named AllowAttachByRef that has a value of 1. To add this registry entry, follow these steps:

1. Click Start, click Run, type regedit in the Open box, and then click OK.
2. Locate and then click one of the following subkeys in the registry:
   • Outlook 2010 (version 14.0)

HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Security Or: HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\14.0\Outlook\Security

2. • Outlook 2007 (version 12.0)

HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Security Or: HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\12.0\Outlook\Security

2. • Outlook 2003 (version 11.0)

HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Outlook\Security Or: HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\11.0\Outlook\Security

2. • Outlook 2002 (version 10.0)

HKEY_CURRENT_USER\Software\Microsoft\Office\10.0\Outlook\Security Or: HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\10.0\Outlook\Security

3. On the Edit menu, point to New, and then click DWORD Value.
4. Type AllowAttachByRef for the name of the DWORD, and then press ENTER.
5. Right-click AllowAttachByRef, and then click Modify.
6. In the Value data box, type 1, and then click OK.
7. Exit Registry Editor, and then restart the computer.

-KJ