Cisco Unity

Cisco Unity VMO is Installed, but not Published in Outlook

Document ID: 40264

Updated: Feb 02, 2006



In some cases a View Mail for Outlook (VMO) installation will not complete successfully and must be uninstalled and then reinstalled again. The most common cause of the initial installation failure is that the Virus Detection software on the PC was not disabled prior to installing VMO, or there were not sufficient rights to make the installation. Please see the related document, Cisco Unity VMO Error: "The custom form could not be opened", for more information.

When the VMO software is installed again a second time, you may have a situation where VMO will appear as an installed application in the Control Panel / Add Remove Programs window, but VMO will not show up as an option on the Outlook Tools and Help menus. The user will not be able to use VMO until this problem is resolved.

This document explains how to publish the VMO form back into Outlook.



There are no specific requirements for this document.

Components Used

This document applies to the following applications.

  • Cisco Unity VMO 3.0.1 and 4.01

  • Microsoft Windows Professional 2000 and XP

  • Microsoft Office 2000 and XP

The information presented in this document was created from devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If you are working in a live network, ensure that you understand the potential impact of any command before using it.


For more information on document conventions, refer to the Cisco Technical Tips Conventions.


A Virus Detection application was enabled during the initial installation of VMO, or proper rights were not granted to the account used to install the VMO. The installation of VMO was repeated a second time, but the user still cannot access the VMO options from Outlook.

Symptom 1: The ViewMail options do not appear on the Tools menu.


Symptom 2: The ViewMail options do not appear on the Help menu.


Symptom 3: The ViewMail form is not available in the Personal Forms Library.


If your system has any or all of these symptoms, proceed to the Solution section.


There are up to five tasks that need to be performed to fix this problem. Tasks 1-4 are required for all situations. Task 5 is only required if VMO is still not available after you have performed tasks 1-4.

Uninstalling the VMO

Follow the steps below to uninstall VMO.

  1. Go to Start > Settings > Control Panel > Add/Remove Programs.

  2. Select ViewMail for Outlook and remove it.

  3. Reboot the PC to ensure that any files that were active when you removed ViewMail are removed when the system restarts.

  4. Delete the folder that was used to install ViewMail – typically C:\Program Files\ViewMail\.

  5. Do either (a) or (b) below:

    1. For Office 2000 Service Release 1/1a, Outlook 2000 and Outlook 2002, you can delete the form and clear the forms cache on the Manage Forms page.

      Select Tools > Options > Other > Advanced Options > Custom Forms > Manage Forms. Highlight the ViewMail for Outlook form in the Personal Forms area and click Delete.


      Click Clear Cache, then Close.

    2. If the option above is not available in your version of Outlook, search for the forms cache file named Frmcache.dat and delete it.

      caution Caution: Make certain that Outlook is not running when you do this.

Disabling the Virus Protection Software

This is dependent on the application that is in use. Use the manufacturer's recommended method for temporarily disabling it.

Reinstalling VMO

Perform the VMO installation again.

Verifying the VMO Installation

It is possible that the steps you have already taken have resolved the problem. Therefore the first thing to do is to determine if VMO is available now.

  1. Look at the Help menu; the About ViewMail option should be available.


  2. Look at the Tools menu; ViewMail Options should be available.


  3. Go to the Tools > Forms > Personal Forms Library page. The ViewMail for Outlook form should appear.


    In this case, the problem has been resolved. No further actions are required. If your system does not show the ViewMail options as described in this section, proceed to the next section.

Repairing the VMO Installation

There are three tasks that need to be taken to repair the VMO installation:

Enable VMO for Outlook

Follow the steps below to enable VMO for Outlook.

  1. Select Outlook Help > About Microsoft Outlook > Disabled Items.


  2. Select ViewMail for Outlook. Click Enable, then Close.


Activate the ViewMail Add-In

Follow the steps below to activate the ViewMail Add-In.

  1. Select Tools > Options > Other > Advance Options.


  2. Select Add-In Manager.


  3. Check the ViewMail Extensions option. Click OK.


Set Security Option to Medium

For Outlook for XP, follow the steps below.

  1. Select Tools > Options > Other > Security. Select Medium. Click OK.


  2. Exit Outlook and restart it. Then refer back to Verify the VMO Installation.

For Outlook for Windows 2000, follow the steps below.

  1. Select Tools > Options > Other > Security.


  2. Select Zone Settings. The following prompt will appear. Click OK.


  3. Select Custom Level.


  4. Select Reset to: Medium. Click OK.


  5. Exit Outlook and restart it. Then refer back to Verify the VMO Installation.

Related Information

Updated: Feb 02, 2006
Document ID: 40264