Troubleshooting

Restoring the Aspera Menu

If you have installed the Aspera Add-in but do do not see Aspera features (such as the Aspera Transfer Settings menu) in your Outlook installation, you can restore them. Follow the instructions below for your version of Outlook.

Version Steps to Restore the Aspera Menu
Office 2007 Go to View > Toolbars and ensure that Aspera is selected.
Office 2010+
  1. Right-click the ribbon and select Customize the Ribbon.
  2. In the lower right-hand corner, click New Group (you can name the group Aspera).
  3. When the group you have just created appears on the right side of the screen, select it. From the left drop-down list, select All Commands.
  4. Scroll down and select Aspera Transfer Settings.
  5. Click Add.
You should now see the Aspera Transfer Settings tab in the ribbon.

Packages Not Downloaded to the Expected Location

The Aspera Add-in distinguishes between recipients who are Faspex users and those who are not (external users). Faspex users have an account in the Aspera Add-in, which includes a default location for downloaded packages (for details, see Account Settings). For external users, however, the Aspera Add-in has to use a valid Faspex account.1

When a package is sent to an external recipient, the Aspera Add-in searches its list of accounts on the sending Faspex server, and uses the first account it finds that can access the attachments. That account's settings are then used to determine the location to download the files to.

If these settings are causing problems for your external users, you can
  • Change the settings of the account that is used, so that its download location is easier for external users.

    or

  • Re-sort the order of accounts in the Aspera Add-in to control which one is found for external users.
For details, see see Account Settings.
1 You can configure your Faspex server to require external users to register with Faspex. For details, see the Faspex Admin Guide.