Home > Knowledge Base Articles > The error ‘f_MWTG_CancelKeepFocus is undefined’ appears when trying to access another user’s mailbox options and the Exchange servers are a different CU levels

The error ‘f_MWTG_CancelKeepFocus is undefined’ appears when trying to access another user’s mailbox options and the Exchange servers are a different CU levels

This article applies to the following products:

     Messageware TimeGuard 2019, 2016, 2013
     Messageware NavGuard 2019, 2016, 2013

 

SYMPTOM

 

Users with access permissions to open another user’s mailbox receive the error ‘f_MWTG_CancelKeepFocus is undefined’ when trying to access another user’s mailbox options (“Open Other Mailbox”).  

 

 

CAUSE

 

This issue may occur when there are different cumulative updates of Microsoft Exchange along with different versions of NavGuard and TimeGuard in the same Active Directory environment. Depending on load balancing, some requests may be partially serviced by different product versions causing this error.

 

 

 

RESOLUTION

 

Option 1 - Upgrading: 

Upgrade TimeGuard, NavGuard on all servers to be at the same version.

 

Option 2 – Manually synchronize the TimeGuard, NavGuard directories: 

 

 

Step One: TimeGuard

  1. Logon to each server and verify that the subdirectories match. Browse to ‘\Program Files\Microsoft\Exchange Server\V15\ClientAccess\ecp\MWScripts\TimeGuard’
  2. Confirm that subdirectories of the ‘TimeGuard’ folder are the same on all servers.

For example, if the ‘TimeGuard’ folder on the Exchange 2016 CU17 has a folder ‘1.0.0.7’ that does not exist on the Exchange 2016 CU11 server, copy that folder from the Exchange 2016 CU17 to the Exchange 2016 CU11 server, and vice versa.

 

Step One: NavGuard

  1. Logon to each server and verify that the subdirectories match. Browse to ‘\Program Files\Microsoft\Exchange Server\V15\ClientAccess\ecp\MWScripts\NavGuard’
  2. Confirm that subdirectories of the ‘NavGuard folder are the same on all servers.

For example, if the ‘NavGuard folder on the Exchange 2016 CU17 has a folder ‘1.0.1.7’ that does not exist on the Exchange 2016 CU11 server, copy that folder from the Exchange 2016 CU17 to the Exchange 2016 CU11 server, and vice versa.

 

Step Two:

  1. Check the CsmHash value in the Messageware\Setup key in the registry on all the servers.
  2. Open the registry editor
  3. Navigate to HKLM\Software\Messageware\Setup
  4. Confirm the CsmHash value is the same for all servers

 

Step Three:

  1. Logoff OWA and close all Browser windows
  2. Logon to OWA and verify correct operation