Archived items - icon doesn't change

It sounds like a caching issue on the Outlook client side of things.
If you were to take the user out of cache mode and try again, does it then work?

You sometimes similar things with OWA where you have to do a Send/Receive for the webpage to show that the message class has changed.

It could also be that the messages are stuck in the A1 queue and EV is just not able to connect to the mailbox to change the item from a .Pending to a .Shortcut, but my money is on caching on Outlook

 

you could also try and delete the form cache, close otlk find frmcache.dat and delete it then open outlook see if that aslo helps. but JW comment is garenteed to work too.

Thanks for the ideas, but Outlook is not in cached mode.

Also frmcache.dat has been cleared.  Plus most archived items are showing correctly.

Nothing stuck in the A1 queue.

I have a feeling EV proceessed the item correctly (and thinks that it processed the item correctly), but at the last moment it wasn't able to reach the Exchange server to change the icon.  But it is not aware of this.

I wonder if this is because the item was replied to? I manually archived two items: one which had been replied to and another "normal" email. The normal item got the pending>archived item icon, the other item stayed with the replied to icon.

Do you have Outlook Add-In installed? If so, try to re-install it.

Perhaps you can confirm the exact message class of the item. 
You can add Message Class (From All Mail Fields) to the columns in Outlook. 

- IPM.Note.EnterpriseVault.Shortcut = EV Shortcut
- IPM.Note.EnterpriseVault.ArchiveMe = Initial switch from add-in when performing a manual archive.
- IPM.Note.EnterpriseVault.PendingArchive = Archive request made to EV, now waiting for post processing.
 

It may be an issue with the loaded EV forms on the Outlook system.  Does it follow the user to another box?

Also, in the user's Desktop policy - Advanced - Outlook : Is Deploy Forms Locally set to Always?

Hope this helps.

Did you solve this issue. I am certianly on board with the suggestions here (as if me being against them would completely change your direction.....). I have seen the issue the last poster insinueated a bunch... espically in earlier version of the product/forms. 

I am betting that this is a message class thing because I do not think you would attempt to perform an open request if the item were truely pending. ALso I would ask if you were using Citrix or some other app sharing utility that may not be refreshing its cache properly. The fact that you are performing an open request against the items successfully or not depending if the services are running shows that it is a fully archived item and I am betting the message class would match... whcih makes the issue specifically an Outlook issue. I also know there are switches you can launch outlook with which may clear up cached  stuff like this. 

If you resolved this, please let us know how and mark either your own posting or the one that resolved it for you as the solution so that those seeking to help do not attempt to do so in a place where it may not be needed. 

Many thanks 

Nope, not resolved.

And I am 99.99% sure that this is not a message class issue.

I am also very confident that this is not a cache issue of some sort.   Even the item size is the same as the original, doesn't look like a shortcut at all.

Thanks for updating us.

Would you mind closing out the 0.01% and validating that the message class is just an IPM.Note. LIke I was suggesting, the open process works based on scripts based on teh forms that the message class uses. In other words, I do not think this would retireve if the message class were not a full shortcut in practice.

I would also be interesetd if the issue is isolated to the user, user profile, or machine. Can you test the following:

a) Log a known good user into the problematic machine and monitor for issue reproduction?

b) log the problematic user into a known good machine and monitor for issue reproduction?

Can you also select an affected item and supply the Vault Information associated with that item? Providing a full client log while opening the item may help to see hwat is happening upon retrieval that makes a non shortcutted item retrieve successfully too.

Does the same affected issue show with the same pending icon in OWA when you go to look at it?

Ironic to the statement you made related to confidence and cached mode... I have actually seen the size misreport do to a cache issue too.....Not saying it is... just that your observation does not support the claim that it is not.

I have seen a lot of client hiccups but you seem to be ruling out most of the things because you appear to not be in cachemode, not have a message class issue, not have an issue with formcache, not have an issue with the forms themselves, not have a persistant problem, but still have an issue. If you are really seeking to figure out what is going on here... I personally think it is pretty important to not recollect the issue so much as investigate every suggestion so that we can remove the 0.01 percent chance from everything as you seem to be having an issue that affects 0.00000000001 percent of users and that is typicaly thought to be rooted in Gremlins exclusively. I am assuming that you have had no Magui's with late night hunger fits...so that would rule that out.

Thanks again for getting back to us and I look forward to learning what is going on here. 

Sorry, guys, you aren't quite following me and building your argument on a wrong presumption.

When I double-click on such an item, it just opens normally, like a normal message, because it never became a shortcut - it still has an icon of a normal message, it still has the original item size.

And it is still of item class IPM.Note.

However when I select such an item and hit Alt-Enter to view its properties and then go to the Eneteprise Vault tab, it shows that the item has been archived.

This happens to a number of different mailboxes. And it only affects SOME messages in these mailboxes.