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Top 5 Frequently Asked Questions

General

System Requirements

Evaluation & Installation

Setup & Configuration

See our User Guide for basic information about utilizing ClearContext® for Microsoft Outlook®.

Known Issues

General

What is ClearContext® Information Management System for Microsoft Outlook®?
ClearContext® is a Microsoft Outlook Add-in that prioritizes and color-codes email in the Inbox based on email history, sender, message directness, etc.. and provides tools for managing the email more efficiently. See the ClearContext Features Overview for more detail.

Will ClearContext alter my Outlook settings, views, etc.?
No. The ClearContext email organizer extends the functionality of Outlook, but does not alter it. You will see different views and additional data fields created for each message, but can always switch to any default Microsoft Outlook View to restore previous email “look & feel.”

Do I have to switch out of Outlook to use ClearContext? Will I have another application running on my desktop?
No. The ClearContext inbox organizer is wholly integrated within Outlook and is run from an Outlook toolbar. There is no switching between applications required to use the product.

Into what folders does ClearContext file my assigned topics?
Messages that you file by assigning a topic and using the ClearContext file buttons or by using the AutoAssign functionality will be stored in folders under the ClearContext Topic Folder. The default location for this folder, /Inbox/, can be changed during setup or via the ClearContext options menu. If desired, previously created folders can be moved to the ClearContext Topic Folder to create Topic folders.

Does ClearContext prioritize email in all of my folders?
 ClearContext prioritizes the Inbox only. It does not perform prioritization routines on any other folders within the Outlook data store. ClearContext does, however, provide filing and workflow management functionality (Task, Schedule, Defer, Delegate) in folders outside the Inbox.

Does ClearContext collect personal data from email?
No. The software does periodically communicate with ClearContext servers to determine whether you are running the latest version. Personal information is not shared with ClearContext, though information on software setup may be communicated.

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System Requirements

What are the basic system requirements for ClearContext®?
The ClearContext email prioritization application is a Microsoft Outlook Add-in that runs on Windows XP and Vista and works with Microsoft Outlook 2002 (XP), 2003, and 2007. 6 MB of hard drive space is required for installation. We suggest that you check the Microsoft Office Update page to get the latest office patches before installing.

Can I use ClearContext with Exchange?
Yes. The ClearContext email organizer is fully functional for users who use Outlook as an Exchange client. ClearContext integrates with the Exchange Global Address book. Exchange Server 2000, 2003 and 2007 are supported.

Can I use ClearContext with my POP3 Account(s)? Exchange Server? IMAP? HTTP? Lotus Connector? MSN Connector?
ClearContext processes data stored within the inbox in the user's default .pst or .ost file. POP3 and Microsoft Exchange Server are both supported. IMAP & HTTP mail (like Hotmail) are not currently supported. Lotus Connector is not supported at this time due to some unique restrictions in place on the Domino server. MSN Outlook Connector is also not supported at this time. See our support forum for more detail.

Is there a version of ClearContext available for the Macintosh?
No. There are no plans to support Macintosh email clients at this time.

Can I get ClearContext for Lotus Notes? Eudora? Netscape Mail? AOL?
No. ClearContext email prioritization is currently only available for Microsoft Outlook®.

Does ClearContext work with Outlook Express or Windows Live Mail?
Outlook Express and Windows Live Mail inbox organization is not currently supported.

Does ClearContext work with other Outlook Add-ins?
To date, we have not found any incompatibilities with other Outlook Add-ins, such as Spam Filters. If you have any difficulties, please check the Support Forum for assistance.

I use multiple email profiles within Outlook, does ClearContext support them?
No. At this time any settings, preferences, or rules you define within ClearContext carries across all profiles for a single user. However, multiple users of the same machine may set up separate preferences and rules.

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Evaluation & Installation

How do I get started using the product?
See a quick introduction to IMS features here.  For more detailed information on taking control of email with IMS, see our solutions pages.

How long is the ClearContext evaluation period?
Fully functional IMS v4 software can be evaluated free of charge for 30 days. Licenses can be purchased here.

Can I disable the tutorial messages I am receiving after installation?
Yes. ClearContext IMS automatically adds some tutorial messages to your Inbox at regular intervals after installation. These are placed there by the application - your email address has not been collected by ClearContext or communicated to the outside world. These are short emails designed to help you hit the ground running with the product. If you would like to disable the delivery of these messages, select ClearContext > Options > Preferences > Misc and check "Disable ClearContext Inbox tutorial messages."

How do I register the product?
To use the fully functional IMS v4 beyond the 30 day trial period, purchase a registration key here and follow instructions to enter the key into the application's About screen. Registered IMS v4 customers will receive free email support. For more information on our product line, see our products pages. For detailed instructions on entering your registration key after you have purchased it, see this page.

How do I upgrade the product?
If you would like to upgrade from a previously registered version of ClearContext, purchase an upgrade key here. Please make sure that you have your registered user name available.

I have lost my registration key. How do I look it up?
If you have previously registered the product, follow directions here to look up your registration key.

What process do I go through to install the application?
Detailed installation instructions are available on our install page.

How do I backup my email data prior to install?
If you would like to backup your email data prior to installing ClearContext software. Please see the instructions below for assistance:

To back up a local POP account or offline folders:
Locate the .pst file (or .ost for offline folders) that your email is delivered to and copy it. For most users, the default outlook.pst file is located under C:\Documents and Settings\{USER NAME}\Local Settings\Application Data\Microsoft\Outlook\outlook.pst, where {USER NAME} is the local user name that you use to log onto the computer.

To back up an online Exchange mailbox:
Select File > Import & Export > Export to a File and click Next. Select Personal Folder File (.pst) and click Next. Highlight the mailbox, select include subfolders, and click Next. Give a file name for the exported data and click Finish.

How do I change back to the default Outlook inbox view?
Select the "Messages" view from the Current View menu under the View menu item in the Outlook menu bar.

How do I disable or uninstall ClearContext?
To disable ClearContext in Outlook 2003 and earlier, select Tools > Options > Other > Advanced Options... > COM Add-Ins... and uncheck the box next to ClearContext. To disable ClearContext in Outlook 2007, select Tools > Trust Center > Add-ins > Manage COM Add-Ins... and uncheck the box next to ClearContext.  To remove ClearContext go to the Windows Control Panel, select Add/Remove Programs, and click the remove button on the ClearContext entry.

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Setup & Configuration

What is the ClearContext Contacts Folder that appears in my Contacts?
When the ClearContext Contact Analysis runs, it extracts email addresses found in your email history, but not in your Outlook contacts, into the ClearContext Contacts folder. This is located below your regular contacts folder within the Outlook data store.

What is the ClearContext Topics Folder?
This is where ClearContext stores email that is filed using the File and File Topic functions. The default location is Inbox/. This location can be changed during the setup process or within the ClearContext Preferences window, located at Tools > Options > ClearContext > Configuration. For more detail see Topics & Filing on our User's Guide.

Can I use multiple levels of folders within the ClearContext Topics file system?
Yes. To create multiple levels of folders (i.e. an Administration topic underneath Work) simply add a “/” between the folder names (i.e. Work/Administration).

Configuration tips for Exchange users.
When using Exchange in both online and offline mode, it is important to keep your local Outlook data file synchronized with the server. When entering/exiting online and offline modes, please perform a synchronization to ensure data integrity. We suggest that you configure Outlook options to automatically synchronize on both startup and shut down of the application. Also, after you first install ClearContext, be sure to enable the ClearContext Topics folder and ClearContext Contacts folder for offline use.

We also recommend that Exchange customers download their corporate address book locally to ensure that ClearContext can resolve Exchange addresses correctly. To download, go to Tools > Send/Receive > Download Address Book and select "Download changes since last send/receive" and "Full Details."

Can I adjust a ClearContext view to show unread, prioritized messages?
Certainly. Use the filter functionality within the Customize Current View menu to show only unread items. In Outlook 2002 this is found via View > Customize Current View. In Outlook 2003 this is found via View > Arrange By > Customize Current View. In Outlook 2007 go to View > Current View > Customize Current View.

How do I adjust the color/ font for each priority level?
While in the ClearContext View you want to modify, select the Automatic Formatting function underneath the View menu in Outlook (View > Customize Current View > Automatic Formatting). Alter the font of the ClearContext fields CC-HighPriority, CC-MediumPriority, CC-LowPriority, and CC-NonJunk to display messages in different colors, styles, etc.. In Outlook 2002 this menu is found via View > Customize Current View > Automatic Formatting. In Outlook 2003 this is found via View > Arrange By > Customize Current View > Automatic Formatting. In Outlook 2007 go to View > Current View > Customize Current View > Automatic Formatting.

How do I modify ClearContext views on the Inbox?
ClearContext inbox organization views work within Outlook just like normal Outlook views. They can be manipulated using native Outlook. Once a ClearContext view has been customized, it can be saved via ClearContext > Inbox Views > Save Current View or using the Save button on the ClearContext preferences menu (Tools > Options > ClearContext). Alternatively, the view can be saved using a different name within Outlook's Customize View dialog. Default views can be re-applied using the Restore button on the ClearContext preferences screen or by pressing the Reset Inbox button on the ClearContext toolbar.

To see other pre-built ClearContext Inbox views, select ClearContext > Inbox Views > View Selection Wizard.

How do I use ClearContext Topic Assignment and Conversation Management functionality without automatic prioritization and color-coding?
Select ClearContext > Inbox Views > Messages.

How do I turn off AutoPreview?
You can manually turn off AutoPreview under the Customize View Menu in native Outlook. Click Other Settings and select the No AutoPreview radio button. In Outlook 2002 this menu is found via View > Customize Current View. In Outlook 2003 this is found via View > Arrange By > Customize Current View. In Outlook 2007 go to View > Current View > Customize Current View.

Can ClearContext re-assign contact priority after I have used it for awhile?
Yes. The patent pending contact analysis algorithm can be re-run at any time from the ClearContext Preferences menu under Tools > Options > ClearContext. Any manually set contact priorities will not be erased when the Analysis is re-run.

How do I set up a default topic for a contact?
Use AutoAssign to automatically assign a topic based on sender. Select the AutoAssign button, give the rule a name (i.e. Mom), check “Sender” and enter a sender email address (i.e. mymom@myhome.net), and select the default topic (i.e. Personal) in the Assign to Topic: drop down list box.

Microsoft Outlook Automated Message Processing

How do I transfer my ClearContext settings to a new PC?
If you are moving to a new machine, follow the instructions in this batch file to back up and transfer your AutoAssign rules. The Topic drop down list box is populated from the folders listed under your ClearContext Topics folder. Assuming you are transferring your mail file to the new machine, no further configuration is necessary to transfer your topics to the new setup.

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Known Issues

The ClearContext Add-in has become disabled (or is not loading), how do I re-enable?
If Outlook terminated during operation, the ClearContext add-in could be disabled. The first step is to restart Outlook and see if that fixes the problem. If this does not work, follow the instructions below to re-enable:

    1. In Outlook 2003 and 2002 (XP), select Help > About Microsoft Outlook > Disabled Items and select the checkbox next to add-in:clearmail.dll. In Outlook 2007, select Tools > Trust Center. Click Add-ins. In the bottom of the Window select Manage: Disabled Items and click Go.... Select the checkbox next to add-in:clearmail.dll.
    2. If this doesn't work, in Outlook 2003 and earlier, Select Tools > Options > Other > Advanced Options... > COM Add-Ins... and ensure the box next to ClearContext is checked. In Outlook 2007, select Tools > Trust Center. Click Add-ins. In the bottom of the Window select Manage: COM Add-ins and click Go.... Enable the checkbox next to ClearContext.

    If neither of these work and you are running Windows Vista, see the item below.

The toolbar disappeared after changing Windows Vista User Account Properties (Rights/UAC).
Windows Vista introduces some new security features that will disable ClearContext if you change your user account settings to Administrator and turn UAC off. If you are running ClearContext and you change these properties, you may find that the add-in fails to load. If this happens, you have two options:

  1. Turn UAC back on or switch your user account rights back to Standard.
  2. Switch back to the original UAC/Rights configuration that you installed IMS under. Uninstall ClearContext via Add/Remove Programs. Switch to the desired configuration, then reinstall v3.1.0 or greater. The installer will recognize your account settings and install ClearContext for all users, ensuring that it will run the next time you open Outlook.

If this doesn't help, you may need to re-enable the application.

No important contacts were found during setup/contact analysis.
If ClearContext does not find important contacts during setup/contact analysis, you may need to provide further configuration information to the program:

1. Go to ClearContext > Options > Identity.
2. Detected email addresses lists all of the email addresses that IMS found for you. If you receive email at an address that is not listed, add it to the alias section of Identity.
3. Exit the Identity screen and re-run Contact Analysis.

If important contacts are still not found, Exchange users may need to take these extra steps:

1. Select Tools > Send/Receive > Download Address Book, check "Download changes since last send/receive," press the radio button next to "Full Details," and hit OK.
2. When this process is complete, restart Outlook.
3. Open ClearContext > Options > Identity.
4. Enter any corporate email address that you use under aliases (i.e. myname@mycompany.net)
5. Exit the Identity dialog and re-run Contact Analysis

    The ClearContext toolbar in the message windows (New, Reply, Open) are missing?
    The Adobe Acrobat Professional Outlook add-in conflicts with other add-ins. In particular, it keeps the ClearContext open message toolbars from loading. If you see this problem and you are running the Adobe Professional Outlook Add-in, you need to disable Adobe in Outlook. For more detail on this issue and instructions for disabling, please see this SlipStick post.

    After clicking to sort by a header field, the ClearContext prioritized view is no longer sorting correctly.
    The ClearContext views will stop functioning if a header field (such as Subject or Received) is clicked within the inbox. To restore, click the Reset Inbox button on the ClearContext toolbar.

Topics are not being assigned or disappearing after assignment. / I am seeing conflicts on messages I receive. / Messages do not appear to be color-coded properly.
Upon message receipt, ClearContext appends data to the message such as Topic, Score, etc.. For Exchange users, if another process changes that message at the same time as ClearContext, a message conflict can occur. In particular, customers using a PDA such as a Blackberry or running ClearContext on two separate machines accessing the same Exchange mail file may encounter these problems. This can result in improperly prioritized messages, topics disappearing, and/or message conflicts appearing in the Inbox. ClearContext has built a delay mechanism into our scoring process to help avoid these issues. If you experience the problems above, go to ClearContext > Options > Scoring Options and adjust the Delay Processing slider to a setting that minimizes the problem. Additional information and configuration changes for Blackberry Users are posted here.

Email Prioritization Settings

Toolbar buttons are grayed out when I click on certain messages.
This occurs when you click on a message that has not been previously processed by ClearContext. Most commonly, you will see this when clicking on messages that you moved to archived folders prior to installing ClearContext. As you continue to use the product, you will see fewer of these messages as ClearContext processes every message that passes through your Inbox. If you would like to force a message to be scored, move it into the Inbox. If the problem occurs in a recently received message, you may need to adjust your Delay Processing as described in the question above. Also, if an un-processed message is in the Inbox, restart Outlook and ClearContext will automatically score it.

The Inbox is not color-coded/ "There is a problem with 4 of your automatic formatting rules and they have been turned off."
If your Inbox messages do not appear color-coded, it could be the result of one of three issues; you have not selected a color-coded view, your ClearContext Application forms need to be installed, or you are running a non-English language version and need to re-configure the prioritization rules in your native language.

Archive by date does not appear to be working on the Inbox.
Archive is working, but after initial ClearContext setup message modify dates are updated. When ClearContext scores a message, IMS appends metadata to the message to note the thread id, message score, topic name, etc.. This changes the message modified date. Outlook archive by date looks at the modified date to determine which messages can be archived. This is a setup problem, rather than a permanent condition. Going forward, ClearContext only appends data to messages as they are received and when assigning individual priorities or topics. In theory, most changes will be around message receipt, so archive by date should work as expected.

Using online Exchange, ClearContext is slow to update messages (scoring, topic assignment, etc.).
In some cases, firewall software interferes with Outlook's ability to effectively communicate to the Exchange server. This can result in sluggish performance in Outlook overall, particularly in conjunction with ClearContext scoring and topic assignment functionality. Add Outlook to your firewall's list of accepted programs to mitigate this issue. For users of Windows XP SP2 native firewall software, this is done as follows:
  1. Go to Start > Control Panel and run Security Center
  2. Click on Windows Firewall and the Exceptions Tab
  3. Click Add Program
  4. Select Microsoft Outlook if it is listed, if not click Browse
  5. Go to C:\Program Files\Microsoft Office\Outlook xx (where xx = Outlook version number) and select Outlook.exe
  6. Click Open, OK, OK, and close the Control Panel
Where do I find support for questions not answered in the FAQ?
If your questions have not been answered in this FAQ, look in the Features & Support Forums. If the answer isn't there, feel free to post the issue. In addition, we welcome commentary on ClearContext features and would like your feedback on ways to improve the product. This is a moderated forum, so it will take some time for your message to appear after posting.

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