Unable to open archived items from Outlook
Hello All
The topic thread might very generic one, but the issue is "bit" out of box, I am not sure how much - will let you guys be judge for it.
Today we had few users calling about unable to open archived items using Outlook:
Configuration:
- Client - Windows XP/Outlook 2007 SP2/EV Client 9.0.1.1073 HTTP
- Backend - Enterprise vault 9.0.1.1073 setup along with hotfix for 10.0.1 client.
- No RPC over HTTP, No vault cache.
Symptoms:
- Archive explorer, search archives works fine
- When double click item - it opens with a grey banner "Enterprise vault has archived this item - click here to view original item" (we allow opening original item, no custom banner in policy)
- When clicked on above banner, nothing is returned.
- User is able to access items when connected via VPN and not when connected via work/office LAN.
Tried so far:
- http://www.symantec.com/business/support/index?page=content&id=TECH47875
- Disabled Internet explorer proxy configuration under LAN settings.
- ResetEVClient.exe
- InternetOpenTypeDirect registry key
- Upgrading to Enterprise vault 10.0.1 client.
- Form clear cache.
The vault information page shows below but the client log shows successful connection:
TESTING CONNECTION
Skipping DCOM tests HTTP client is in use
HTTP connection failed http://EVA2/EnterpriseVault (Status: 0x12)
25/07/2012 17:14:03.317[4592]: Attempting connection to (http://EVA2/EnterpriseVault/clienttest.gif)...
25/07/2012 17:14:03.560[4592]: Connected - Returned status code(200)
25/07/2012 17:14:03.560[4592]: Internet connection state = 1 (flags = 18)
25/07/2012 17:14:03.560[4592]: ~DesktopCommonUtil::HasInternetConnection: 0x0
25/07/2012 17:14:03.560[4592]: Successfully contacted the EV web server using: http://EVA2/EnterpriseVault
Few options I am left trying:
- Create new Outlook profile
- Recreate OST file
- Zap mailbox to delete EV message and re-enable mailbox associating with archive.
Anything that I could be missing in troubleshooting, there are no log lines in client log which says "Downloading from..." which is generally case when it tries to download item from EV.
Other users are working fine, I tried to setup a test acount on a test machine on office LAN and that's working fine too...
So everything you mentioned sounds like what the technote covers, if the banner does nothing when you click it, it means that either scripting isn't enabled in the trust center, or the outlvbs.dll file is missing (which is deliberate in a Terminal Services / Shared or Citrix environment)
The file definitely exists and the VBS options are enabled correct?