Why didn't my send go out to all the recipients of my distribution group, just part of it?

Why did only a partial list receive my email when it all shows in my sent items?

This problem is typically one of three issues which may occur when running Exchange 2010:

1) The user (or PoliteMail Service Account “user”) does not have adequate permissions to expand or send to the list

Symptoms: The user can successfully send to the list without PoliteMail, but NO mail is sent when using PoliteMail.

Resolution: Have your Exchange Admin ensure the PoliteMail Service Account has adequate permissions to expand and send to the desired distribution group.

2) The Exchange server-side throttling policy is impacting the ability of PoliteMail to perform the list expansion, especially when the distribution list > 5,000 recipients

Symptoms: When the user sends a tracked PoliteMail message, only part of the list gets sent to.

Resolution: The root cause of this issue is the server-side throttling policy on Exchange. When the PoliteMail Server attempts to expand a large distribtuion group, Exchange settings prevent that spike of activity. Specifically the list expansions query takes too much time to access Active Directory Domain Services (or Exchange/AD is otherwise too busy to respond in time). The problem can be avoided by increasing the RCAPercentTimeInAD parameter to a larger value by using the Set-ThrottlingPolicy cmdlet as detailed in http://support.microsoft.com/kb/2598291. If adjusting the throttling policy on Exchange is not possible, there is an Outlook 2010 hotfix package available for download from Microsoft.

3) A bug in Exchange 2010 results in partial sends (sometimes/inconsistently) when using PoliteMail

When sending to an Outlook distribution group, only part of the list recieves the email, the remainder are never actually sent, despite PoliteMail recording the total number sent, and showing the email in Sent Items.

Please note that this error does not occur on every send, but randomly, depending upon the conditions of Exchange Server 2010 at the time of the send.

This problem can be fixed by applying the Update Rollup 3 for Exchange Server 2010 Service Pack 2 (information link only, not the actual update)

If you are unable to update your Exchange Server, PoliteMail offers a client hot-fix version which includes a work-around to this Exchange bug, and will enable the full send to go out.

In the first quarter of 2013 PoliteMail received a number of customer inquiries regarding partial sends, for users sending via the Outbox as well as via the Server using Active Directory distribution groups. Upon investigation, the common element was Exchange 2010 sp2, but the problem did not occur every time, however when it did occur, ‘buffer exception’ errors where logged.


The PoliteMail for Outlook add-in is a multi-threaded MAPI application that requests data from Exchange Server 2010.

Due to a bug in Exchange 2010, the PoliteMail MAPI application encounters MAPI_E_CALL_FAILED errors. Additionally, the Microsoft.Exchange.RpcClientAccess.BufferTooSmallException error is logged in the C:Program FilesMicrosoftExchange ServerV14LoggingRPC Client Access server.

When sending via the Outbox, PoliteMail would be unable to report this error. When sending via the Server, the user would see a dialog showing the MAPI_E_CALL_FAILED error, and by clicking OK, PoliteMail would continue processing but would have lost some of the recipients as a result.

For more information read:

Member names are not displayed in a distribution list in Outlook 2010

MAPI errors occur when an Outlook 2007/2010 MAPI application tries to access an Exchange Server 2010 server

Random MAPI_E_CALL_FAILED errors in Exchange Server 2010

How do I determine my Exchange Server version?

How do I determine which version of Exchange Server we are running?

Some features of PoliteMail and PoliteMail Server are dependent upon which version of Exchange Server you are running. You can look-up your Exchange Server version right from your Outlook desktop.

With Outlook running, press and hold down the CTRL key, while right-clicking the Outlook status icon that’s located in the Windows notification area to the far lower right of the Windows task bar (the opposite side from the Windows Start menu).

In Windows Vista:

In Windows 7:

Now select Connection Status and scroll to the far right. You will see a Version column at the top, and the Exchange version for your account will be listed there.

The version number is broken up into 4 sections, PrimaryVersion.ServicePack.RollupBuild.Revision

Microsoft Exchange Server Version Version
Microsoft Exchange Server 2000 6.0.4417
Microsoft Exchange Server 2000 SP1 6.0.4712
Microsoft Exchange Server 2000 SP2 6.0.5762
Microsoft Exchange Server 2000 SP3 6.0.6249
Microsoft Exchange Server 2003 6.5.6944
Microsoft Exchange Server 2003 SP1 6.5.7226
Microsoft Exchange Server 2003 SP2 6.5.7638
Microsoft Exchange Server 2003 SP2
March 2008 update
Microsoft Exchange Server 2003 SP2
August 2008 update
Microsoft Exchange Server 2007 8.0.685.24 or
Microsoft Exchange Server 2007 SP1
Microsoft Exchange Server 2007 SP2
Microsoft Exchange Server 2007 SP3
Microsoft Exchange Server 2010 14.0.639.21
Microsoft Exchange Server 2010 SP1
Microsoft Exchange Server 2010 SP2
Microsoft Exchange Server 2013 15.0.516.032

PoliteMail Free Trial vs. PoliteMail Pilot Program, What's the Difference? Why doesn't the free trial software for my internal communications send to MS Exchange?

Why doesn’t the free trial software work for my internal communications sends?

PoliteMail offers a free trial download which allows you to send 100 tracked email messages. This enables you to experience the product inside of Outlook, and get a feel for how simple it is to use and how the tracking works. You will not be able to send to any sizable distribution list, or any AD-based list.

Because PoliteMail is a client/server system (the server collects the tracking data), a server component is required. Because the free trail utilizes our shared server infrastructure, and is not in any way connected to your internal network, the free trial is not recommended for an accurate test of internal communications.

– The shared PoliteMail Server account provided with the free trial does not integrate with your Exchange Environment, therefore, it can not send to Exchange or AD distribution groups.

– As the shared PoliteMail Server is not within your network, open tracking can only be expected to be similar to what you would get from externally sent email (10-20%). With our internal solutions, the email remains within your standard Outlook/Exchange environment, and you can expect 100% open tracking (most corporate accounts see rates between 70-95%).

– Link tracking to internal secure intranet sites may not work effectively, again due to the configuration of using an outside, shared tracking server.

PoliteMail does offer a corporate Pilot Program, which provides our full internal communications solution to you. The Pilot may be run with either an in-house or cloud-hosted server infrastructure, which is dedicated for your company’s use only, and is safely secured into your internal Exchange environment.

This Pilot system will allow you to fully test the system with 5-users (senders), as well as send and track to your entire all-employee Exchange Distribution List, or any Exchange Group or Active Directory based distribution group.

How to add the PoliteMail Server to your IE Trusted Zones

How to add the PoliteMail Server to your IE Trusted Zones file

To more effectively track email, the PoliteMail Server should be included within your network’s trusted zones.

This is an Internet Explorer security setting which blocks content from untrusted sites, and the user will be asked to “download content from an unknown website”. To avoid this, and enable automatic content download and open tracking for internal email, place the PoliteMail Server name into the trusted zones file.

Many companies will already have a wildcard subdomain entry to cover any internal sites (e.g. https://*.yourdomain.com ). If you create a subdomain for the PoliteMail Server on a primary domain already included within your Trusted Zones files, then the PoliteMail Server will be implicitly trusted and no other changes need be made.

Otherwise, if the PoliteMail Server subdomain is not contained within an already trusted wildcard domain, then the domain name may be manually added to the trusted zones file on an individual machine (to test the result). However, is it best to implement this company wide using Group Policy [GPO].

To see the list of existing trusted zones within your network

Start IE, then put the PoliteMail Server domain name into the IE address field. You should see a “Loading…” message. Now use IE > Tools > Internet Options > Security tab, and click Trusted Sites, then the Sites button below.

To Manually Add a Site to the Trusted Zones

Follow the instructions above to see the list of trusted zones, then type the full URL domain name for the PoliteMail Server (including http:// or https:// ) into the Add this website to the zone field, and click the Add button.

For more information on Group Policy see: Use Group Policy to Add Trusted Sites to IE9

Use Group Policy to Set Trusted Sites:

  1. In Group Policy Management, load the Trusted Sites Zone template
  2. Under User Configuration > Administrative Templates > Windows Components > Internet Explorer > Internet Control Panel > Security Page, click Site to Zone Assignment List
  3. Click Enabled.
  4. Click Show.
  5. Click Add.
  6. In the Enter the name of the item to be added field, put in the domain name of your PoliteMail Tracking server
    (e.g. https://company.pmail.com )
  7. In the Enter the value of the item to be added, enter the number 2 (2 = Trusted Sites)
  8. Click OK

Allow time for GPO to refresh, This change will take effect upon the users next workstation restart. You may also run a group update on the workstations for the policy to take effect.

How to verify your PoliteMail Server is properly configured and available over the network

How to verify your PoliteMail Server is available to users on your network

Once your PoliteMail Server is installed and configured, you should verify the server is available across your network.

If users are in remote locations, or those accessing your network over VPN cannot connect, then the server may not be accessible, or in the proper network zone.

To determine if the PoliteMail Server is accessible from a network location

Users can determine if they can access the PoliteMail Server by starting Internet Explorer, and typing the full URL address of the PoliteMail Server into the IE address field. (e.g. https://yourcompany.pmail.com or https://pmail.yourcompany.com).

If you see the “Loading…” text in the IE window, your PoliteMail Server is accessible.

Please note, SLL is used by default for PoliteMail Corporate Cloud Servers. For in-house servers, you may elect not to install an SSL certificate, in which case, you would only use http:// and not https:// in the URL address.

Tracked links not working?

In order to track recipient email, all receipts must be able to access the PoliteMail Server, and it is best for the server to be included within your IE Trusted Zones file.

In the case where recipients report that they can not access tracked links (e.g. you’re links don’t work, or, your links go to a blank page), that usually means they can not access the PoliteMail Server from their network location, or the server is not included within the trusted zones. Sometimes this could be related to a firewall or load-balancer configuration issue.

To determine if the PoliteMail Server is within the Trusted Zones

Try this, have the recipient follow the instructions above and type URL address of your PoliteMail server into the IE  http:// address field (at the top). Once you have the loading page, then right-click on the page, and select “Properties”


The PoliteMail Server should be included within the Trusted Zones.   If it is not, follow this article.

How do I use web analytics to track my web visitors which originate from an Outlook email message click?

You can track you website visitors using a web analytics tool like Google Analytics.

Often, these visitors will arrive at your site because of a link within an email message you sent. PoliteMail will tell you which, and how many, recipients clicked a particular link into your website, and Google analytics can track their other page views from there.

PoliteMail provides a tool which enables Google Analytics to track your email traffic by campaign.

Here’s how add Google Analytics link tracking to your email links

For incoming web traffic, Google Analytics is looking for some specfic variables, and PoliteMail will pass those along when Google Analytics tracking is enabled.

You may automatically add Google Analytics tracking to all tracked messages (for specific domains) using the PoliteMail Google Anaytics button at the top of the inbox.

Or, you may add Google Analytics tracking to any particular message, by using the PoliteMail > Google Analytics button within the Outlook New Message window.

To Add Google Analytics tracking to every PoliteMail message

To add Google Analytics tracking to a specific PoliteMail message

You can select to use the email subject line as your Google Analtyics Campaign tag, or you may input a specific tag name.

Use Google Analytics view by Campaign, or view by Referrer to see your email results

The send to my Outlook distribution group failed to go out. Why?

Why did the send to my Outlook distribution group fail to go out?

Because PoliteMail does individual tracked sending, it changes the standard Outlook-to-Exchange distribution method. The sender must have permissions to access members of the distribution list.

Depending upon your system configuration, either the Outlook user account (From Address) or the PoliteMail Server Service Account must have access to members of the distribution group.

Sometimes, distribution groups can be “locked down” by your IT or Exchange Administrators, to prevent anyone in the company from sending to those lists, or to prevent the ability for users to expand the list and see the recipients on the list.

If you intend to send to mail-enabled Active Directory objects, please ensure the Exchange Service Account utilized for the PoliteMail Server has adequate permissions to access members of the distribution groups you intend to send to, and that the members of dynamic distribution groups have not been hidden (see below).

PoliteMail for Outlook

You may enable sending to a distribution group using an Alias (without EWS) by unselecting/unchecking Hide group from Exchange address lists.

Now, when the user enters the alias into the To: field, they should see:
[+] Aliasname@domain.com
The plus symbol prefixed to the list name indicates PoliteMail will be able to utilize the user’s credentials to access members and individually track the message, without EWS.

Why was only part of my distribution list sent to? Or PoliteMail reports all of the list as sent, but I'm only seeing a few opens?

Diagnosing Send Issues

Typically when we see inconsistent send behavior, (e.g. the mailing went to 3,500 of 5,000 recipients) it is related to send permissions issues on specific Distribution Lists [DL(s)].

Often, a DL will contain sub-groups, and sometimes the permissions on those groups may be different from the container group.

When sent locally (via outbox) the user must have permission to send to the specific list(s). When sent via PM Server, the Exchange Service Account must have adequate permissions to expand the members of the DL.

You can test for permission on the local machine by:

1) Set PoliteMail > Connection Settings > Server to send via Outlook Outbox
2) Select the proper From Account
3) Put the distribution group into the To: field, and add email content (or test content)
4) Use PoliteMail > Schedule Send, and set the day for some day in the future (which will queue the messages in the Outbox, and not send them)
5) Select 1to1 with Tracking and Send
PoliteMail should process the list, and the Outbox item count should represent the total number of recipients. Often, if there is a permissions error on a sublist, the send will be interrupted and only a partial number will be put into the Outbox.
6) Open the Outbox, and Ctrl-A to select All and Delete

If the send fails to complete, another test is to redo the steps above, and just prior to send, click the [+] symbol next to the distribution group name in the To: field to expand the distribution group(s). Click the [+] for any sub-groups, then click Send to see if the behavior changes (or if you receive an Outlook error dialog when trying to manually expand the groups).

You can test for permission on the PoliteMail Server by:

The Service Account established for the PoliteMail Server must have adequate permissions to expand the distribution groups, and send. You can test this process using the PoliteMail Server Manager tool.

1) Start the tool, and click on: Exchange Web Services.

2) Provide your Exchange Version Number (2007, 2010, 2010SP1+)
Enter the Service Account UserName and Password
Enter the Exchange Server Domain name (e.g. domain.com) and Host name of the Exchange (e.g. exmail).

3) Next to the Expand Group button, enter the distribution group name. If the group is expected to contain nested groups, click the checkbox for ‘Recursive’ and then click ‘Expand Group’ button.

PoliteMail Server will now expand the group. The window below should show the recipient addresses and on the very bottom should provide the total count.

How to check for an Exchange Synchronization issue:

If the permissions test pass, then the problem is most likely a result of processing a large volume of email through the Outlook Outbox.

This issue would relate to “PoliteMail says it sent to all 5,000 recipients, but only 5 people opened”

For sends of 1,500 or more, we do not recommend using the Outbox.

Ideally that user would have PoliteMail > Connection Settings > Server to send via the PoliteMail Server. Please note that his option requires an Exchange Service Account be activated on the server-side (talk to your PoliteMail Server Manager for more details).

Sometimes, when sending high volumes of email through the Outbox, Exchange will throw a synchronization error, which will halt the PoliteMail send process. In this case, PoliteMail would report the total quantity were “sent” because it had completed its processing of the distribution group, but when writing to the Outbox, Exchange had an error which interrupted the send.

In the case, the user would not see the total quantity of messages written to the Outbox (e.g. per the example, only 5 of the 5,000 messages would go into the Outbox).

You can look for these errors on the local machine.

First, identify the time and date of the problematic send (from sent items). Then go to the Outlook folder view, and open the Sync Issue folder, and look for the error log for that same date/time. If you open that, you may see errors, and if you have one that matches the send date/time, drag that into a support message (PoliteMail > Request Support> and send it to us and we can examine it in detail.

Outlook Folder View<

How do I remove the warning message: A program is trying to access data from Outlook, allow this?

When running the PoliteMail Add-in, if you recieve the following warning message:

A Program is trying to access data from Outlook that may include address book information. Do you want to allow this?  Allow Deny Help

The best solution to this issue is to run up-to-date anti-virus software on the local machine

This warning is typically a result of your anti-virus software being out-of-date, in conjuction with the Outlook E-mail Security update (from Outlook 2000 (xp) with settings holding over in Outlook 2007 and 2010). This security update affects how other applications interact with Outlook by changing the default security zone settings from “Internet” to “restricted”.

The Outlook E-mail Security Update and changes the way that Outlook can be controlled programmatically, restricted programmatic to Outlook means Outlook will prompt you for permission when PoliteMail tries to perform its work, but only when you do not have up-to-date antivirus software installed on the machine.

With restricted programmatic access, you receive warning messages when PoliteMail tries to do anything in the following list:

Send mail on your behalf
Access your address book
Access e-mail names from your messages
Access e-mail information from your contacts or other types of items
Save your messages to the file system
Search your messages for content
Use the MAPI interface to create and/or send messages

Typically, if you are running up-to-date antivirus software that Outlook can detect, it will allow the anti-virus software to override these settings. For PoliteMail to work with some anti-virus software, you may have to turn the Outbound email scanning option to OFF.

How to disable the security warning in Outlook

You may change the programmatic access options within Outlook 2007/2010 by using the following:

1) Close Outlook, and right-click on the Outlook shortcut to Run Outlook as administrator

2) In Outlook 2010, go to File > Options > Trust Center > Programmatic Access

In Outlook 2007, go to Tools > Trust Center > Programmatic Access

3) Set the programmatic access to Never warn me
Please note, a better alternative is to update your anti-virus software

Another option is to edit the Windows Registry on the local machine (you may have to create the registry key if it does not exist)

Outlook 2010

DWORD: ObjectModelGuard
Value: 2

You can also set the keys below (create them if they do not exist)

DWORD: PromptOOMSend
Value: 2

DWORD: AdminSecurityMode
Value: 3

Outlook 2007

DWORD: ObjectModelGuard
Value: 2

DWORD: PromptOOMSend
Value: 2

DWORD: AdminSecurityMode
Value: 3