Knowledge Base Article: Setting up Email Manager to connect to Office 365 cloud mailboxes via IMAP

Setting up Email Manager to connect to Office 365 cloud mailboxes via IMAP


Setting Email Manager EM connect Office 365 cloud mailboxes IMAP LogOnToProfileForEmailManagerServiceStartUp(): - Error Description: 'System.Runtime.InteropServices.COMException (0x8000FFFF): Catastrophic failure

HelpMaster > All Services > Email Manager Service > Configuration


17/05/2019 4:17:37 PM

31/10/2019 12:05:04 PM

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Applies to

All HelpMaster versions


With the gaining popularity of Microsoft Office 365 being hosted in the Cloud, HelpMaster was updated in August 2015 to allow connectivity to Office 365 with and without Azure Active Directory integration. There are a number of considerations that need to be taken into account when configuring the HelpMaster services and in particular the Email Manager service. The preferred method of connection is now using IMAP (Internet based) email accounts in HelpMaster.


The HelpMaster Email Manager service may fail to start when using Outlook to connect natively to Office 365 cloud mailboxes. This is likely due to Microsoft tightening Impersonation permissions access (RBAC) &/or two factor authentication methods which may exclude further access by an Active Directory service account such as HelpMaster Email Manager requires. The following error may appear in the Email Manager Event Log...

Date Logged: 16/05/2019 12:11:20 PM
Description: An unexpected Error has occurred in clsEmail.LogOnToProfileForEmailManagerServiceStartUp(): - Error Description: 'System.Runtime.InteropServices.COMException (0x8000FFFF): Catastrophic failure (Exception from HRESULT: 0x8000FFFF (E_UNEXPECTED))at HMP.Common.Functions.clsRedemptionLoader.IClassFactory.CreateInstance(Object pUnkOuter, Guid& refiid, Object& ppunk)at HMP.Common.Functions.clsRedemptionLoader.NewRedemptionObject(Guid p_Guid)at HMP.Common.Functions.clsRedemptionLoader.get_new_RDOSession()at HMP.EmailManager.FrameWork.clsRedemptionFunctions.LogOnToProfileForEmailManagerServiceStartUp(String p_strProfileName)'

- Outlook profile: '** (Unknown) **'
- Default Outlook Profile name: '** (Unknown) **'
- User Logged on to Outlook Profile: '** (Unknown) **'
- Default StoreName: ** (Unknown) **

Elapsed Time (secs): 0
Machine Name: HELPMASTER
Version Number: v19.4.18.63


If you are getting this error, it is recommended to switch the HelpMaster Email Manager service over to use IMAP mail system connectivity. A positive side-effect of this is that an IMAP setup removes the requirement to have any Microsoft Office products installed on the server hosting the HelpMaster services.

Here is a step-by-step on how to switch your Outlook profile based connection to IMAP Internet based connections on your server hosting the HelpMaster services.

  1. Ensure that you are logged into the HelpMaster server with the account that is running the services and stop all HelpMaster services,

  2. Log into HelpMaster as an administrator and go to "Administration" (menu) > "System administration" (menu) > "Global Email Accounts" (tab),

  3. Create a new account by clicking the "Add Email Account" button and select the "Internet email" option and click "Next",

  4. Enter the following parameters on the "Internet email settings" step and click "Next"...

  5. Next enter a good descriptive name that can't be confused with the other email accounts configured and click "Next",

  6. Select the "System..." email account option to prevent other users from accidentally selecting this account if using IMAP only for the services, or "Everyone" if you wish to make it available to all HelpMaster users, then click "OK" to save,

  7. Now go to "Automation" (ribbon) > "Email Manager Profiles" (option), go to the "Email connectivity" tab and select "IMAP",

  8. Go back to the "Email Manager Profiles" tab, from here open every Email Manager Profile in turn and change the following settings in each one,

  9. From "Scan Account" > "Email account for reading email" select the new IMAP account created in the steps above,

  10. Existing "Scan Folders", "Successfully Processed", and "Unsuccessfully Processed" folders all need to be removed and reselected using the new IMAP account resolved folders,

  11. Select the new IMAP account (or another preferred IMAP account) also from "Email Settings" > "Email Account for sending email",

  12. Save each Email Manager Profile modified with the new IMAP account details by clicking "OK" or "Apply",

  13. Restart the Email Manager service from the Windows Services console and test or check that emails are now being processed by Email Manager successfully.

Further Information

Please contact PRD Software for further information about this issue.

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