If you don't find the answer to your question here, please click Support (online) on the Help menu. For downloading, installing or licensing questions, see next section.
What's the best way to start NEO?
Enable the option to automatically start NEO when Outlook starts, and start Outlook in your normal way.
Does NEO store copies of Outlook messages?
No. NEO stores indexes (shortcuts) to your Outlook messages. However, if you create a message in NEO the message will appear in your Outlook message folder. Similarly if you delete a message in NEO it will be deleted in Outlook. You can also move messages between Outlook folders from within NEO and the move takes place within Outlook.
Does NEO work with all parts of Outlook?
NEO only organizes your email contained within Outlook Please note that NEO does not integrate with Outlook’s Public Folders (in Exchange).
Does NEO work with IMAP message stores included in Outlook?
Yes, NEO Find can also organize all messages included in the IMAP message store as visible in Outlook.
When a message is moved within Outlook it doesn’t appear to move within NEO
Messages in NEO appear in more than one place at the same time, and the folders are created automatically for you. These NEO folders are virtual folders showing your messages independent of their location within Outlook. When a message is moved within Outlook, it will still appear under the same Correspondent Folder – in NEO’s preview pane the folder location can be seen which shows the updated information.
How do I exclude Spam/Junk Folder messages from showing in NEO?
You can designate Outlook folders to be excluded from NEO's Correspondent folders. You choose your spam folders when you create a catalog, but you can also specify that setting as a Folder Property for any Outlook user-defined folder (right-click the folder and choose Folder Properties).
Search didn't find a message it should have
The most likely reason is that it was a very recent message. Like the web, NEO makes searches fast by indexing words in the messages. However, it only does this at certain times - the default is every 30 minutes. You can change how often NEO does a word index by going to Tools | Options | General Tab.
How do I exclude Deleted Items and Excluded folders from my search?
In the Search window, click the blue/white arrow next to the Folder box. From the selection screen select “All except Excluded and Deleted Items“.
How do I hide Sent mail from NEO folders?
All NEO folders automatically display both sent and received mail.You can use the Direction filters on the Filter toolbar to show Sent, Received or both types of mail.
How do I add a message store?
You can organize more than one message store in your catalog. To add another message store (or change what message stores are included in your current catalog), click File menu | Message Stores. Note that a message store must be in your current profile (i.e., visible in your Outlook Folder List) to be able to add it to your catalog. Also, note that you must restart NEO after adding new messages stores in Outlook so that NEO can see them.
How do I copy a message?
Right-click-drag the message or messages from the List Pane to the folder you want to copy it/them to. When you release the mouse button, you will be given the choice to copy or move.
How do I stop connecting to the Internet in the Reading Pane?
Like Outlook, when an HTML message in the Reading Pane needs an object from the Internet, it automatically goes and gets it (subject to your Connection tab option settings in Internet Explorer). You can prevent NEO from getting those images (regardless of other settings) by setting this option in Tools | Options | Reading Pane tab.
What Outlook folder is my message in?
Look on the Reading Pane header. The Outlook folder where the message is stored in, is labeled Folder.
Or press Ctrl+J (Jump to Folder) to see where a message is organized; from here you can easily jump to the containing Outlook folder.
I get a startup message about my default email program
For some versions of Outlook, NEO requires that Microsoft Outlook be configured as your default email program. NEO detects this and reports it to you each time you start NEO. Ensure "Microsoft Outlook" is your default email program. To change the setting: click Start, point to Settings, click Control Panel, then double-clicking the Internet Options icon. Click the Programs tab, then choose Microsoft Outlook as the E-mail program. Do not choose Outlook Express..
It could be that NEO will work well for you even if you get this message. If NEO does work for you, you can disable the message by adding the following key in your registry.
For NEO Find add this one:
HKEY_CURRENT_USER\Software\Caelo\NEO Find\1.0\Options\NoDefaultClientCheck
as a Dword value set to 1. This will disable checking on startup. You should be very careful when modifying your registry. If you have any questions, please send an email to support@caelo.com.
Why can’t I see my attachment?
If you have the Microsoft E-mail Security Update installed you will not be able to open or save certain file types. Please consult your Microsoft Outlook documentation for more information.
Some messages appear incorrectly addressed to or from me
Have a look at your addresses. If not all your addresses are in there, your email will not show correctly.
NEO doesn’t start properly
NEO will not start and will report errors if email is improperly configured on your computer.
Some startup problems can also occur because of interaction with other email-aware programs you may be running. We can help solve these conflicts. Please contact us.
How often should I synchronize?
When you let NEO start together with Outlook and have NEO configured to Fast Sync on startup, there is no need to manually synchronize NEO. You can set both options on Tools | Options.
How does the NEO Sync differ from Outlook Synchronize?
NEO Sync synchronizes your message store (Exchange mailbox, PST or OST) with the NEO catalog (where NEO stores all of its data).
Outlook Synchronize applies only to Exchange users who have enabled offline access. It synchronizes your Exchange mailbox with your offline message store (OST). It is not related to NEO's synchronize.
How do I back up my NEO data?
NEO automatically backs up critical files for you, and you can backup those catalog files manually too. See chapter on Catalogs for more information.
How do I report a problem?
Click 'Send Email to Support' on NEO's Help menu.
Is the trial version of NEO Find different from the "final" version?
No. In fact the trial version is the final version. When you purchase NEO Find we send you registration information that you enter into NEO. Simply by entering the registration information, the trial period is removed and you're all set.
Do I have to re-download on purchase?
No. All you need to do is enter the registration information that we email to you. To enter this information go to Help | License.
How often can I download?
As often as you like.
What NEO Find upgrades do I get for free?
If you are an unlicensed user you are entitled to download and try out any version of NEO provided your trial period has not expired.
If you are a licensed user you are entitled to all versions of the same major version level. For example, if you purchased version 1.0, you are entitled to free upgrades for all 1.x versions (e.g. 1.1, 1.2, etc.).
How do I know I have the latest version?
Select Help | Check for Updates
How do I permanently register NEO Find?
When you purchase NEO you will be sent registration information and instructions on how to register.
Am I sent the "final" version?
No we don't send anything except the registration information. The trial version actually is the final version. Simply by entering the registration information, the trial period is removed and you're all set.
Do I have to re-register when I upgrade NEO?
You'll automatically stay licensed if you are upgrading the same major version (e.g., 1.0 to 1.1).
If you are upgrading to a new major release (for which we offer an upgrade price), you will need to enter new registration information. For a new major version a new evaluation license can be obtained to freely test the new version before deciding to upgrade.
Will I stay licensed if I upgrade my computer?
See “Buying, Registering and Updating” for more information.
What if I lose my registration information?
Connect to our support page online and click the link "Resend License Information".
Is NEO easy to uninstall?
Yes. Outlook settings are never changed and all your messages are left intact. By the way, Outlook always continues to get messages whether you are using NEO or not. See topic "Uninstalling NEO".