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The error ‘f_MWTG_CancelKeepFocus is undefined’ appears when trying to access another user’s mailbox options

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 versions 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

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 2019 has a folder '1.0.17' that does not exist on the Exchange 2016 server, copy that folder from the Exchange 2019 to the Exchange 2016 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 2019 has a folder '1.0.17' that does not exist on the Exchange 2016 server, copy that folder from the Exchange 2019 to the Exchange 2016 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\SoftwareMessageware\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
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