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RhoSysAdmin's avatar
RhoSysAdmin
Level 5
12 years ago

Unable to open vaulted message from Outlook

I have a curious situation.  I have one user who cannot open vaulted messages in her Outlook.  She gets the following pop-up:

"Could not process the selected items.  Reason: A server error has occurred."

"The URL sent to the web server did not contain enough information."

 

There is also a message across the top of the message window in Outlook that reads"

         This item was archived by Enterprise Vault on Tuesday, December 04, 2012 9:59:03 AM.

There was an error loading this item - some functionality may not be available.

 

Some data points:

- User is working from freshly imaged workstation with Windows 7 SP1, Outlook 2010, SEV HTTP-only add-in 9.0.4.R1

- User has apparently never been able to view vaulted messages on this workstation.

- User can access vaulted messages from same workstation via OWA.

- I can log into user's workstation and access my vaulted messages in Outlook 2010.

- User can log into another workstation, creating a new local profile, and get same error in Outlook 2010.

- The SEV Outlook add-in has been removed and re-installed.

- SEV server is 9.0.4.R1

 

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  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    12 years ago

    I would personally suggest contacting Symantec Support and working with them to try to troubleshoot the issue, and/or reproduce it.

  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    Level 6
    12 years ago

    Have you tried obtaining a client trace?

    With maximum logging enabled?

    Do they see the Enterprise Vault ribbon inside Outlook?

     

    It is interesting that you say that OWA works fine for them - implying that the Enterprise Vault settings, contained in a hiddem message in the mailbox, are okay.  It is further interesting that you say that on a different machine, they get the same error.

  • JesusWept3's avatar
    JesusWept3
    Level 6
    12 years ago

    Is it cached or uncached btw?
    May just need to run a quick repair in Outlook in order for it to force the downloading of the hidden message again (used to ScanOST.exe but is now part of the main repair routine in Outlook 2010)

    There is also this technote which talks about host headers, but that would most likely mean everyone was affected and not just this user.

    http://www.symantec.com/business/support/index?page=content&id=TECH55529

    Also does the user have any proxy enabled in IE?
    If so, does it work if you disable it? And is EV correctly added to the proxy bypass lists?

  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    Level 6
    12 years ago

    <snip>

    Is it cached or uncached btw?
    May just need to run a quick repair in Outlook in order for it to force the downloading of the hidden message again (used to ScanOST.exe but is now part of the main repair routine in Outlook 2010)

    </snip>

     

    From OP:

    <snip>

    - User can log into another workstation, creating a new local profile, and get same error in Outlook 2010.

    </snip>

  • TonySterling's avatar
    TonySterling
    Moderator
    12 years ago

    I would try the TN about host headers.  I have seen it be the cause of this issue and not everyone was affected.

  • RhoSysAdmin's avatar
    RhoSysAdmin
    Level 5
    12 years ago

    I've already stumbled upon that TN.  I checked my IIS setup and we have no headers defined.

    The user's Outlook setup is not cached.  There is no PST in her profile directory to scan.

     

  • JesusWept3's avatar
    JesusWept3
    Level 6
    12 years ago
    Then a client trace will be necessary to see how it's calling the URL What about the proxy settings??
  • TonySterling's avatar
    TonySterling
    Moderator
    12 years ago

    You create the client trace in Outlook and just try to recall some archived items.

    To set the client trace press CTRL+SHIFT keys together, keep pressed, click on an EV Icon.  This should open the Client Diagnostics page.  Set the logging level to max, close Outlook and re-open and try to open some items. 

    Please attach that log here and we will take a look.

  • RhoSysAdmin's avatar
    RhoSysAdmin
    Level 5
    12 years ago

    My user is now on vacation for Christmas.  It looks like I'll need to wait until Jan to find out what the client trace finds.

    Thanks for the help.  I'll reply back when I have the trace.