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Error message when filing emails to DOCS

Article ID
error-message-when-filing-emails-to-docs
Article Name
Error message when filing emails to DOCS
Created Date
2nd December 2019
Product
Problem
When user's try to file and save an e-mail (or automatic filing), an error messages appears that says Document transfer failed. Wrong OS or OS version for application
Resolution
Document transfer failed: An exception occurred converting the msg file *file Path*. Could not create RDOSession object with…. Wrong OS or OS Version for application

The reason for this error is in the regkeys and tends to affect only certain user’s, even when they are on the same version of Outlook/office. This error occurs when trying to index using the Outlook Assistant. IRIS Support are not trained in Office, but over time working with various IT companies to solve it, we have the following information;

Wrong OS or OS version for Application Document Transfer Failed An exception occurred converting the msg file. 
Document Transfer Failed An exception occurred converting the msg file. Could not create RDOSession object with Guid : Wrong OS or OS version for Application 

The error is caused by a missing registry key   Under the 
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Office\16.0\ registry location there needs to be a key called Outlook and then within this Outlook key (Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Office\16.0\Outlook), a String value called Bitness with a value of x64  

Regedit keys

Also add to these keys;

  • Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\REGISTRY\MACHINE\Software\Wow6432Node\Microsoft\Office\Outlook
  • Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook

And/Or change Bitness from x64 to x86 for the below registry keys:

  • HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Office\16.0\ 
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\REGISTRY\MACHINE\Software\Wow6432Node\Microsoft\Office\Outlook
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook

Please consult your IT before applying these changes, as changing regkeys without knowledge of them can cause adverse effects.

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