Custom form icon does not display

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Article ID: 291410 - View products that this article applies to.
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You specify that a custom form should use a specific icon. However, when you view an item in a folder, Outlook uses a standard icon instead.


This problem may occur in the following scenarios.

Scenario 1

You published the form in a location that is not accessible to everyone. For example, when the recipients receive a custom mail message form, they do not have access to the custom form. Therefore, Outlook displays the standard icon.

Scenario 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 kind of item. Because of this behavior, the icon reverts to the default icon for that kind of item. For more information about one-off forms, click the following article number to view the article in the Microsoft Knowledge Base:
290657 Description of form definitions and one-off forms in Outlook 2002

Scenario 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. Therefore, the new item is a standard form that will not have a custom icon.

Scenario 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 scenarios that appear in the "Cause" section.

Scenario 1

Publish the form to a location that is accessible to everyone who is using the form. Typically, this location is the Organizational Forms Library.

Scenario 2

Reset the message class of the item. For information about how to do this, see the Microsoft Knowledge Base article that is mentioned in the "Cause" section.

Scenario 3

Disable the standard Reply, ReplyAll, and Forward actions. Then, create custom Reply, ReplyAll, or Forward actions that start your custom form instead.

Scenario 4

This is a design limitation of Outlook. The forward icon or the reply icon will always be used instead of the 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.

Outlook does not support separate icons for read forms and for unread forms. In the user interface, an open envelope icon indicates a read message. A closed envelope icon indicates an unread message. However, e-mail messages that are based on custom forms use only the icon that is specified for the form.

Note In some cases, Outlook may not refresh the icons in a folder. When you are troubleshooting display issues with Outlook icons, you should always restart Outlook to make sure that the incorrect icons are not appearing because of a display refresh problem.


Article ID: 291410 - Last Review: July 8, 2009 - Revision: 3.0
  • Microsoft Outlook 2002 Standard Edition
  • Microsoft Office Outlook 2003
  • Microsoft Office Outlook 2007
kbprb KB291410

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