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Tifosa's avatar
Tifosa
Level 4
13 years ago

Errors recalling emails from Public Folder favorites

Hi All,

I've just found the strangest problem which i'm hoping someone here has come across before.

We have a large amount of public folder data of which a lot of it is archived. Our users have some of these folders add to their Outlook 2007 pubic folder favorites.

The problem we seem to have is anyone running the Outlook add-in V8 can recall from PF favorites, while anyone running the V9 client cannot.

I've tested this with my account (was running V8) and everything recall find. I updated to V9 (EV 9.0.2.1061.0.dcom) and now get the error "The selected item could not be restored"

This only appears to effect users (of which there are thousands) running V9.

 

I cannot find any reference to this on the net. Has anyone here had the same issue?

 

 

Regards

T

Enterprise Vault
Information Governance
Troubleshooting
  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    13 years ago

    Unfortunately I've not figured out exactly the cause, but the issu is related to the bit of trace that you highlighted already:

    02/02/2012 10:48:39.614[6024]: DCOMRestore::RestoreItems: 0x0
    02/02/2012 10:48:39.615[6024]: HTTPRestore::RestoreItems
    02/02/2012 10:48:39.615[6024]: HTTPBackend::MarkItemsAndInitiateAction: 0x0
    02/02/2012 10:48:39.615[6024]: DesktopCommon::CanUseFolder: 0x0
    02/02/2012 10:48:39.736[6024]: ~DesktopCommon::CanUseFolder: 0x8004010F
    02/02/2012 10:48:39.737[6024]: ~HTTPBackend::MarkItemsAndInitiateAction: 0x8004010F
    02/02/2012 10:48:39.737[6024]: ~HTTPRestore::RestoreItems
    02/02/2012 10:48:39.738[6024]: ~DCOMRestore::RestoreItems: 0x0

    In my environment, I see:

    02/02/2012 14:35:41.107[3252][L]: DCOMRestore::RestoreItems: 0x0
    02/02/2012 14:35:41.109[3252][L]: HTTPRestore::RestoreItems
    02/02/2012 14:35:41.110[3252][L]: HTTPBackend::MarkItemsAndInitiateAction: 0x0
    02/02/2012 14:35:41.112[3252][L]: DesktopCommon::CanUseFolder: 0x0
    02/02/2012 14:35:41.132[3252][L]: ~DesktopCommon::CanUseFolder: 0x0
    02/02/2012 14:35:41.134[3252][L]: HTTPRestore::UserConfirmedAction
    02/02/2012 14:35:41.140[3252][L]: DesktopCommon::GetWindowsNumVersion: 0x0
    02/02/2012 14:35:41.142[3252][M]:     Windows Version = 501
    02/02/2012 14:35:41.143[3252][L]: ~DesktopCommon::GetWindowsNumVersion: 0x0
    02/02/2012 14:35:42.601[3252][L]: ~HTTPRestore::UserConfirmedAction
    02/02/2012 14:35:42.602[3252][L]: BackendHTTPImpl::GetTimestamp: 0x0
    02/02/2012 14:35:42.604[3252][L]: DesktopCommon::ConvertFileTimeToISO8601: 0x0
    02/02/2012 14:35:42.606[3252][L]: ~DesktopCommon::ConvertFileTimeToISO8601: 0x0
    02/02/2012 14:35:42.608[3252][L]: ~BackendHTTPImpl::GetTimestamp: 0x0
    02/02/2012 14:35:42.609[3252][L]: BackendHTTPImpl::RestoreItemMarker::HandleItem: 0x0
    02/02/2012 14:35:42.614[3252][L]: CItemMarker::MarkRestoreMe: 0x0
    02/02/2012 14:35:42.620[3252][M]:      Marking for restore: asd
    02/02/2012 14:35:42.630[3252][L]: ~CItemMarker::MarkRestoreMe: 0x0

     

    The function CanUseFolder walks up from the current folder to find a folder in the message store that contains an EV 'hidden message' which indicates the EV server information, and some policy type information.

     

    The failure code means either a property doesn't exist, that we're looking for, or the folder itself (ie the parent) doesn't exist.

     

    Unfortunately it's not possible to determine which of those two it is, nor on which folder the issue is, ie the folder that you're doing the restore in, or one of the higher up folders.  In order to get that information I think a debug binary would be necessary.

     

    Before pointing you in the direction of Symantec Support, a couple of final questions :

    Which of the folders in your screenshot is a public folder target?  Is it the subfolder where you are trying to do the restore, or is it the one higher up called 'General' .. or is it not shown in that screenshot at all?

    Is this or any of the higher up folders replicated to other public folder servers?

     

    The odd bit, which I can't quite get my head around is why it works when you go in to the folder itself, unless, ahhmm hhmmmm maybe....  maybe the PF target (which would contain the hidden message) is higher up that 'General'.  It could be that when we are working our way up, the 'parent' of 'General' is turning out to be 'favourites' rather than the 'real' parent.

     

    In fact I'm 87.6% sure :) that is the cause.

     

    I'm repro'ing that now using the following structure :-

     

    Johno <- my target

       Yellow .. a subfolder

          Jink ..  a sub subfolder

     

    I've added YELLOW to the favourites, and trying to restore an item which is Jink.

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  • JesusWept3's avatar
    JesusWept3
    Level 6
    13 years ago

    OK so the best thing to do would be to get a client trace of the EV8 client getting the item and an EV9 client getting the item and playing spot the difference to see where it might be falling over.

    Just as a matter of interest, what version of the EV Server are you using? and if you go to the actual location of the email you're trying to open as opposed to the favorites or search folders etc, does it open?

    Also that message, are you trying to restore the item or just simply open it?

  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    Level 6
    13 years ago

    FWIW I just tried an 8 SP 5 client, and a 9.0.3 client, both using Outlook 2007, and I can retrieve and restore archived items from an Exchange 2003 public folder from both types of 'favourite' in Outlook 2007.

  • Tifosa's avatar
    Tifosa
    Level 4
    13 years ago

    Thanks guys... I'm running the dtrace now and will post any errors found.. 

    I'm thinking this is a new problem, as we've had EV9 SP2 for over 18 months now and the clients have had v9 since around May/June last year and this is the first question over this. So i'm thinking something has changed or an update has caused this.

    So far we have 4 users all compaining over this, but other people i've tested this with have the same issue.

    For the previous comment; When we try the recall the error occurs straight away and the email does not open at all.. If we recall directly through public folders it opens and recalls without issue. This happens on both the end-user and through our EV service account

  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    Level 6
    13 years ago

    Can you post a screenshot of where you are trying to recall from, and indicate whether it is a retrieval, ie double click, or, restore (highlighting the item, and clicking restore from the EV toolbar).

     

    It would also be worth while collecting a CLIENT trace, at the same time as a DTRACE.

  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    Level 6
    13 years ago

    Yep I'm talking about increasing to maximum (and restarting Outlook) - just whilst you test of course.

    It would also be interesting to know what permissions exist on the public folder, can you get a screenshot of that?

  • Tifosa's avatar
    Tifosa
    Level 4
    13 years ago

    See attached log of the client logging turned to maximum

    The restores were attempted through the PF favourites and all failed. Time - around 10.:48 / 10:49

     

    There are a few errors in the. The main one appears to be below;

    ActionRestore<class ECETraits,struct BackendDCOMTraits>::OnAction: Error (COM): 0x8004010F

     

    I've also dtraced the recalls directly through PF's. No errors found in those logs.

    When I dtrace on the EV servers when recalling through favourites, nothing gets logged (and I mean nothing, a 1KB file), so it's not reaching the servers

    The problem appears to be client side

  • Tifosa's avatar
    Tifosa
    Level 4
    13 years ago

    In this case of testing, I am the Owner of everything under PF''s. We have a universal security group which all our admins are members of, including the main EV service account.

    Our end-users have rights between Publishing Author and Owner (these are not custom permissions). All of them can recall directly in PF's.

    When I test on our EV servers (logged on as the service account) we get the same errors

  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    Level 6
    13 years ago

    Okay, I will take a look at the trace this afternoon, and see if I can see anything obvious leading to the error code.  I spotted that also.