We currently use Enterprise Vault to archive e-mail at all times throughout the day. We have an issue whereby if a user receives an e-mail with an attachment, and that e-mail is archived before the user opens the attachment on the BlackBerry device then it fails with an error of 'could not receive more' If they open the attachment before the mail is archived then they open up without any trouble. We are using Exchange 2007, latest SP and MR of BES5 Any ideas?

My suggestion would be to log a case with Symantec and have handy the email saved in a .msg in a pre and post archived state. Archiving with your policy settings as JW says only adds some MAPI attributes to tell EV it's archived and not to archive it again. Though I am just wondering, EV is in effect changing the email, so is the Blackberry trying to open the "new" message or trying to open the "old" message. As I don't think that EV changes the modified date on the email - and I don't have a lab handy so can't test. Might also be worth your while logging a case with RIM for some help.

Enterprise Vault 9.0.0.1193 and BlackBerry Attachments

ZeRoC00L
Level 6
13 years ago
How is your archiving policy configured?

Normally I would say, never arvchive younger than 1 month and unread messages.
What I have seen is that users never complain regarding older archived mails. Mails are only synced back 1 month to the BlackBerry.
GertjanA
Moderator
13 years ago
I believe what you see is as expected. If the attachment is archived before it has been synced to the blackberry, on the blackberry, you only have the EV-shortcut to the mail and attachment. The blackberry does not know how to handle it, hence the error.

You might want to put your blackberry users in a sperate provisioninggroup, with a different archiving policy.

As 0cool states,make it do something like a scheduled archiving run only nightly (2100 to 0400 seems a good window), and as stated only itmes older than 30 days. If needed, allow your users to archive manually.

This will allow your blackberry users to manage their mailbox themselves (by archiving manually when connected with outlook), and not causing them to not being able to retriev attachments that just came in.
BigPhil
Level 5
13 years ago
You might also look into configuring Enterprise Vault Mobile Search. This will allow your Blackberry users to retrieve archived emails from their device.
peter_stephens1
Level 4
13 years ago
I think we are set up slightly differently to how has been assumed, we don't use shortcuts for archived mail, mailboxes are archived on an ad-hoc basis and users can retrieve deleted mail via the outlook add in.

The process we have here and the issue with the blackberry's is-

User receives e-mail with attachment > mail is archived before it is opened > user opens mail on BB > user unable to open attachment. The e-mail is still sat in the users inbox.

Does EV change the message header on the mail or anything like that?
BigPhil
Level 5
13 years ago
I hear what you're saying. So in your "Mailbox Policy/Archiving Actions", you probably have the following options unchecked: Delete original item after archiving. Create shortcut to archived item after archiving.

If that is the case, a good test to see what changes might have happend to an item is to use MFCMapi and check out an items properties before and after an archiving run. see what changed and you'll find your answer.

Forgot to ask...so is the original email still able to be opened on the Blackberry??? Just the attachment is missing?
peter_stephens1
Level 4
13 years ago
Yes both of those options are unticked.

What should we be looking for within MFCMapi? Which property should we be looking at, there seems to be a few!

The original e-mail can be opened no trouble at all, it's just the attachment that has the problem
JesusWept3
Level 6
13 years ago
Ok I'm really confused about this When EV archives an item it changes the message class to iPM.Note.EnterpriseVault.Pending and then when it's archived it becomes IPM.Note.EnterpriseVault.Shortcut, neither of which should be synced to a blackberry However if you have it set to archive, do not delete original and don't create shortcut, it will simply make a copy of the message and change it to IPM.Note.EnterpriseVault.Pending and then once it's been archived and secured, the pending item will be deleted The original email will be left intact, however EV will stamp it with an archived date, transaction ID, archive ID rtc, but the attachment and the rest of the email will remain just fine I suppose you could just change your policy to not archive unread email which might help
BigPhil
Level 5
13 years ago
I would look at them all (for the message in question) and compare what is different. Also...you might want to upgrade to the latest service pack for Enterprise Vault 9...maybe it'll fix this issue. Also...what Exchange SP and Rollup do you have? Make sure your Exchange servers are up-to-date as well.

Another thought I had...why even archive the users mailboxes if you dont create shortcuts or even delete the original item? What does it gain you? If you're looking to simply search mailbox's for legal compliance or something along those lines, I would just use envelope journaling and Journal Mailbox archiving instead.
JesusWept3
Level 6
13 years ago
journaling can be incredibly expensive for some customers.

Also there are some companies out there where they cannot change the user experience
BigPhil
Level 5
13 years ago
Ok, I agree with the cost aspect if only certain people are using mailbox archiving and not all users in the company, the later I would just nuke mailbox archving and get journaling for probably a wash in cost. But the user experience in this case wouldn't really be any different...less complex really. They wouldn't have to worry about an archive...since I dont see what it does for them anyways as they have the original email still and not using shortcuts.