OL98: Custom Form Icon Does Not Display

You specify that a custom form should use a specific icon, but when you view an item in a folder, a standard icon is used instead.

This may happen in the following scenarios:

1. You published the form in a location that is not accessible to everyone. For example, when they receive a custom mail message form, they do not have access to the custom form and therefore Outlook displays the standard icon.
2. The item has become a one-off form. In this case, the message class of the item changes to the default message class for that particular type of item and the icon reverts back to the default icon for that type of item.For additional information about one-off forms, click the article number below to view the article in the Microsoft Knowledge Base:
   207896  (http://support.microsoft.com/kb/207896/EN-US/ ) OL2000: Working with Form Definitions and One-Off Forms
3. You replied to or forwarded an item in a folder and the new item does not use the custom icon. In this case, the form action that started the new item did not specify a custom message class, and therefore the new item is a standard form that will not have a custom icon.
4. You replied to or forwarded an item in a folder. In this case, Outlook replaces the custom icon with the standard icon so that the reply or forward indicator arrows can be displayed.

The following resolutions correspond to the causes listed above:

1. Publish the form to a location that is accessible to everyone using the form, typically the Organizational Forms Library.
2. Reset the message class of the item as described in the Microsoft Knowledge Base article referenced in the "Cause" section of this article.
3. Disable the standard Reply, ReplyAll and Forward actions and create custom Reply, ReplyAll or Forward actions that start your custom form instead.
4. This is a design limitation of Outlook. The forward or reply icons will always be used instead of your custom icon.

Custom icons for forms are only stored in the form itself. Individual items in a folder do not store the icon of the associated form. When Outlook displays these items, it must be able to find the published form so that it can retrieve the icon.

NOTE: In some cases, Outlook may not refresh the icons in a folder. When troubleshooting display issues with Outlook icons, you should always restart Outlook to make sure the incorrect icons are not due to a display refresh problem.

For additional information about creating solutions with Microsoft Outlook, click the article numbers below to view the articles in the Microsoft Knowledge Base: