It is customised. What I am really looking for is identifying what agent is trying to be launched. But I will try your idea. Currently this is my own personal experience after upgrading to 9.0.1 when it was working fine on 8.5.3. I may try putting back the 8.5.3 template and see if that helps. Mail templates are supplied by the company.

Never replace a user's mail template with a non-mail template. You run the risk of losing the contents of the inbox, if not other folders.

To do the double replace, replace the design with an older/different mail template, then again with the current.

However, what I found seems to work better is to use the Convert command to upgrade (repair) the user's mail file design - ie. 'load convert -u mail\taylor.nsf * dnawm853.ntf',

...where  'dnawm853.ntf' is the current mail template. Not only does it ensure the design elements are the correct level, but the folders as well. Since I started using 'Convert' a couple years ago or so, I haven't used the 'double replace' trick once.