System:

Windows Server 2003 R2

MS Office 2010 Standard SP1

Citrix XenApp 4.5

SalesLogix 7.5.4.7048

When running a Mail Merge via a Citrix Session the first Merge will run successfully however subsequent merges fail with the following error:

“The Mail Engine encountered an error and cannot continue. There was an error trying to open "Z:\AppData\SalesLogix\MailMerge\Temp\U6UJ9A00007G\U6UJ9A00007G (20-03-2012 10.11.38 AM)\Q6UJ9A05QWXL.dot". Microsoft Word may need to be terminated using task manager. Command failed.”

When viewing the logs using ProcMon on the Citrix Server while running a Merge the template file appears to be created + deleted in the same fashion regardless of the success of the merge.

There are no logs in Event Viewer that seem to be causing this issue.

Below is an example of the Mail Merge log when an successful merge is attempted.

Any ideas?

================================================================================

                         SalesLogix Mail Merge Log

================================================================================

JobID: Q6UJ9A05QWXL

Date/Time: 20/03/2012 10:11:38 AM

User: xxxx xxxxx

Template: Test Template

================================================================================

[Exception - 20/03/2012 10:11:39 AM]

Message: Command failed

Class: EOleException

ErrorCode: -2146824090

Source: Microsoft Word

================================================================================

[Exception - 20/03/2012 10:11:39 AM]

Message: There was an error trying to open "Z:\AppData\SalesLogix\MailMerge\Temp\U6UJ9A00007G\U6UJ9A00007G (20-03-2012 10.11.38 AM)\Q6UJ9A05QWXL.dot". Microsoft Word may need to be terminated using task manager. Command failed.

Class: EEngineError

ErrorCode: -2147220952

We've had mail merge issue on Citrix, but not exactly these. On one, the users needed to close their Outlook and re-opening it making sure to select the Citrix profile.  The other one was corrected by rebuilding the templates. The original ones were created in 2003 and SLX  had issues consistently making them work when using the Office 2010 programs.

Are these published apps in XenApp or are using using a Citrix Desktop to launch to programs. If they are published apps, you might try doing the same from a Citrix Desktop to see if you get different results.

Thankyou. We established that anti virus scanning was the issue so excluded the relevant directory and it works fine.. Cheers