Fixing the "Cannot process selected email" SpamTag error

Overview

The SpamTag Outlook plugin is failing to process selected emails. When a user clicks on the SpamTag buttons to mark as Spam or Not Spam, the plugin displays the following notification error:

Cannot process selected email

Solution

The recommended fix to address this problem is to uninstall the SpamTag plugin and thereafter re-install by following these steps on the client machine:

1. Launch the Registry Editor by typing regedit on the Windows Run command box
2. Manually remove the following registry keys: 
   • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\GFI\MailEssentials\SpamTag
   • HKEY_CLASSES_ROOT\Installer\UpgradeCodes\2BDDE4B8890D2F349AB487E49E7359F3
   • Optional keys:
     • HKEY_CLASSES_ROOT\Installer\UpgradeCodes\8B4EDDB2D09843F2A94B784EE937953F
     • HKEY_CLASSES_ROOT\Installer\Products\D9B1316FE13FDDF4BB9A732292026353
     Important

     Backup the above registry keys before deleting them.

3. Uninstall any pre-existing versions of the SpamTag plugin from the uninstall feature in the Windows Control Panel. If you cannot uninstall the SpamTag plugin from the Windows Control Panel, you can also use this Microsoft tool to do so
4. Install SpamTag plugin on the client machine by following the steps outlined in Installing the SpamTag Extension.

Testing

After successful re-installation, the SpamTag toolbar should be visible in the Microsoft Outlook Home ribbon and the Spam/Not Spam buttons should not be greyed out confirming that the plugin has successfully connected to the MailEssentials server.

Clicking on the Settings button will launch the SpamTag client configuration window which can be referenced to confirm the MailEssentials server URL and user credentials currently active for synchronization between the MailEssentials server and the client.

Clicking on the OK button should not prompt or display any authentication errors.

If the issue still persists, please generate the troubleshooting logs as follows:

• Make sure that you have tracing enabled.
• Wait for at least 30 minutes to gather enough information and for the issue to be reproduced.
• Run the troubleshooter:
  1. Start > Programs > GFI MailEssentials > Troubleshooter
  2. Follow the Log Generation Wizard for collecting the required and pertinent information.
  3. Select New Case when completing the log generation to attach the logs to a new case that will be automatically created, or open a support ticket manually and attach the logs to that ticket, so that the Support team can investigate the problem.

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