When sending an email from Outlook, clicking on Send and File into iManage it is changing the font of the emails saved into imanage toAptos 12

Question

When sending an email from Outlook, clicking on Send and File into iManage it is changing the font of the emails saved into imanage toAptos 12

Tamara Louise Gillan 0

When sending an email from outlook, our default is Arial 10. When we click Send and File, the email getting saved into iManage is converting the font to Aptos 12.

Need a fix on this issue.

Everyone can see the email as Arial 10, but the saved email in iManage will be Aptos 12.

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Answer 1

Kien 980 Independent Advisor

Dear Tamara Louise Gillan,

To ensure I understand your request correctly and to support you as effectively as possible, I need more specific information from you:

When did this issue start?

Does the font change from Arial 10 to Aptos 12 affect all users and every email when using "Send and File"?

Does the same user experience the issue on another computer?

Does another user experience the issue on the affected computer?

Is the Arial 10 font changed only in the iManage preview, or also when the saved email is opened from iManage in Outlook?

Were any Microsoft Office or iManage updates installed before the issue started?

Does manually filing the email into iManage preserve Arial 10?

What are the installed Outlook and iManage Work Desktop versions?

In the meantime, kindly try these workaround steps:

Send the message normally.
Open the message in Outlook Sent Items.
File that existing sent message into iManage.

This should avoid the add-in creating or rewriting the message during the send operation. Validate with one test message before deploying the workaround broadly.

Your provided information will help me assist you more promptly and efficiently.

Tamara Louise Gillan 0 Reputation points

2026-09-02T00:45:18.8166667+00:00

Thank you for responding.

We noticed it started end of May this year. Not every email, but I would say its random but there's a large amount of them getting changed.

I checked iManage yesterday to see who else is experiencing this, and saw an email from one staff member to another and the whole email chain was Aptos 12.

There possibly were updates. They happen a lot. Plus we got new Dynabooks in April.

Dragging and dropping emails from my sent box into iManage does preserve the Arial 10. So we do know the workaround.

We are on the new Microsoft 365 for business. About Outlook says Version 2608 (Build 20326.20112 Click-to-Run).

iManage Work Desktop for Windows x64 version 110.2.62.

Is there a problem with the microsoft registry?

Thanks

Tamara
Kien 980 Reputation points Independent Advisor

2026-09-02T01:32:27.7566667+00:00
Dear Tamara Louise Gillan,

To help identify where the font changes, please first review the email in the Outlook Sent Items folder before filing it. If the email still appears in Arial, 10 pt in Outlook but displays as Aptos, 12 pt after being filed in iManage, this suggests that Outlook is preserving the original formatting and that the change occurs during the iManage filing process.

It would also be helpful to file the same email using both Send & File and Drag & Drop. As Drag & Drop preserves the original Arial, 10 pt formatting, a change occurring only with Send & File would indicate that the behavior is specific to the iManage integration rather than Outlook.

As an additional comparison, please create two test messages:

A simple HTML email formatted in Arial, 10 pt

A plain-text email

Please file both messages using Send & File. If only the HTML email changes to Aptos, 12 pt, the issue may be related to how iManage processes or renders HTML formatting during filing.

I recommend raising a support ticket with iManage so that their support team can investigate how the integration handles email formatting during filing. To assist with their investigation, please include the observations above and, if available, the Outlook version and iManage add-in version.

I sincerely apologize that I am unable to reproduce this behavior directly because I do not currently have access to an iManage environment for testing. I understand that this may be inconvenient, and I hope the findings gathered so far will help iManage Support identify the cause more efficiently.
Tamara Louise Gillan 0 Reputation points

2026-09-02T02:37:12.4166667+00:00

I did a send and file, but also a drag and drop and the send and file email got converted, but the drag and drop email stayed Arial 10.

I did a test email of simple HTML formatted in Arial 10, said Send and File and the email in iManage has made it Aptos 12.

The second email being plain-text email - in iManage has kept it stripped of any formatting. So it preserved the text as in the original email.

Our IT has raised tickets and even had a call with iManage who seem to want to blame our use of Code Two for group policy signatures. My email signature was excluded from Code Two and we did more test emails but the emails still get filed as Aptos 12 in iManage. So ruled that out.

I am actually not sure iManage know how to fix this issue.

I appreciate your help though. I will follow them up and our IT team on this.
Kien 980 Reputation points Independent Advisor

2026-09-02T04:32:40.15+00:00
Dear Tamara Louise Gillan,

In this case, please ask your IT Team to raise a support ticket in Microsoft Admin Center. A technical support engineer can perform a remote session to investigate the situation verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can refer it to a specialized team for deeper analysis.

Here’s what your Office 365 Global Admin should do next:   

Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.

Call Microsoft Support: For additional assistance, use this link to find the appropriate contact number: Global Customer Service phone numbers - Microsoft Support
Tamara Louise Gillan 0 Reputation points

2026-09-02T05:43:59.9966667+00:00

Thank you Kien. I have forwarded your message to our IT team and hopefully this will move things along and get more testing done on the back end.
Kien 980 Reputation points Independent Advisor

2026-09-03T01:50:40.26+00:00

Dear Tamara Louise Gillan,

It is my honor to assist you.

Have a nice day!