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No address in from field when using Outlook

Question asked by Heather Wright on Sep 19, 2018

All employees are transitioning to Outlook from the SugarCRM internal email program. We are seeing an issue that is isolated to one account. 


Employee access email from client in Outlook. 

Employee responds to email using Archive & Send.

Email uploads to the client file in SugarCRM, but the 'from' field is blank. 


We are unable to find any reason this field would be blank. It is working correctly for everyone else and everyone set their Outlook up using the same instructions. Any insight is appreciated.