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Bootch's avatar
Bootch
Level 3
13 years ago

EV 9.0.2 Unable To Retrieve Attachments From Archived Emails

Hello,

I'm hoping that someone may be able to help us, we're running EV 9 and have recently upgraded our clients to 9.0.2.1169.0

We're currently experiencing issues since post upgraded to v9 with some users where they are unable to retrieve attachments from archived emails. The errors they receive when opening the emails are

"There was an error loading this item - some functionality may not be available" clicking on the grey bar reveals

"The item could not be downloaded [OIOM] 80070005"

The PSTDisableGrow and PSTDisableGrowAllowAuthenticodeOverrides reg setting are both set to 1 and stored within HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\12.0\Outlook\PST. These were already set when we used the previous version prior to upgrading to version 9. We're running Outlook 2007 with SP2 installed. If I set these reg keys back to 0 then EV retrieves all attachments without any problems however this is not an acceptable workaround. All the symantec articles I've founf indicate that providing these keys are set and in the right location then there shouldn't be a problem

I've attached a client log from one of the machines. Any help would be much appreciated.

Enterprise Vault
Information Governance
  • JesusWept3's avatar
    JesusWept3
    13 years ago
    Hmmm this may be difficult So first of all, where does their temp directory point to? Is it a shared drive or do they point to the local drive? The difficult thing here is technically ms does not support pst files on shared drives :/

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  • JesusWept3's avatar
    JesusWept3
    Level 6
    13 years ago

    OK so the keys are set and are in the right place and EV acknowledges that

    07/09/2011 12:12:27.408[4992]: CDesktopPSTHelperBase::HandlePSTDisableGrow: 0x0
    07/09/2011 12:12:27.408[4992]: PstDisableGrow and PSTDisableGrowAllowAuthenticodeOverrides keys are set...
    07/09/2011 12:12:27.409[4992]: attempting to obtain Override interface...
    07/09/2011 12:12:27.409[4992]: Override interface obtained successfully..
     

    but then you have this

    07/09/2011 12:12:31.161[5236]: calling Registration Handler with C:\Program Files\Enterprise Vault\EVClient\DesktopCommon.dll ...
    07/09/2011 12:12:32.516[5236]: ** Make sure you have a version of MSPST32.DLL that supports exemption of PSTDisableGrow and the Digital Certificate is in the Trust List **: 0x80070005
     

    What version of MSPST32.DLL do you have?

  • JesusWept3's avatar
    JesusWept3
    Level 6
    13 years ago

    http://www.symantec.com/business/support/index?page=content&id=TECH74456

    From the readme files

    The DWORD registry value PSTDisableGrowAllowAuthenticodeOverrides is set to 1 on the users' computers. Add this value under the following registry key:
    HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\<ver>\Outlook\PST

    The certificate "VeriSign Class 3 Public Primary Certification Authority - G3" is present in the users' Trusted Root Certification Authorities list. This certificate is always present by default in Windows

     

    If the certificates aren't set, the logs will look similar to this
     

    PstDisableGrow and PSTDisableGrowAllowAuthenticodeOverrides keys are set... attempting to obtain Override interface...
    ** Make sure you have a version of MSPST32.DLL that supports exemption of PSTDisableGrow and the Digital Certificate is in the Trust List **: 0x80004002

  • Bootch's avatar
    Bootch
    Level 3
    13 years ago

    Thanks for your swift reply.....

    MSPST32.DLL is version 12.0.6557.5000 and is located in C:\Program Files\Microsoft Office\Office12

    The kb microsoft article refers to Office 2007 SP2 being present which is already installed. On the problematic machines I've been looking at, if I log in as myself EV and atachments work fine?

  • JesusWept3's avatar
    JesusWept3
    Level 6
    13 years ago

    interesting, 0x80070005 is an access denied, so it maybe because you have elevated priveliges that they don't have per chance?
    Do you know if the certificate is installed?

    Go to Tools -> Internet Options -> Content -> Certificated -> Trusted Root Certificates

    Check the certificates on their machine logged on as them, then logged an as you, and make sure the correct one exists , you may also want to try a ProcMon to see if they are getting an access denied on any particular file

  • Bootch's avatar
    Bootch
    Level 3
    13 years ago

    Ok I've checked the client and can see the specified "VeriSign Class 3 Public Primary Certification Authority - G3" certificate is installed (see attached). I've also exported the list of certificates in Trusted Root CA under the users account and compared it to the list when I log in as myself, they are exactly the same.

    I've also granted the user local admin rights on the workstation, again this makes no difference

  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    Level 6
    13 years ago

    IMHO you *could* contact Support in this case, and if it gets through to my team, we might be able to either  put together a bit of demo code to make the same calls that our Addin is doing, or contact Microsoft, or both, to try to determine why this is failing.   Or, another option would be for our Support to work with you and Microsoft, and we can share with them a snippet of our code, and say .. on this machine for this user, it's not working.

  • Bootch's avatar
    Bootch
    Level 3
    13 years ago

    So I ran process monitor on one of the problematic workstations. I literally started a capture, opened an archived email with attachment and then stopped the capture. Attached is the log file generated

  • Bootch's avatar
    Bootch
    Level 3
    13 years ago

    Ok so I get the same error on a freshly built machine prior to Office 2007 SP2 being installed

    07/09/2011 12:12:32.516[5236]: ** Make sure you have a version of MSPST32.DLL that supports exemption of PSTDisableGrow and the Digital Certificate is in the Trust List **: 0x80070005

    I'm unable to open attachments from archived emails at this point. Once SP2 is installed via WSUS then attachments can be opened fine

    I was moving away from the idea that Office SP2 may be the issue because on a problematic workstation I can log in as myself and EV would work fine. Surely if it was a problem with SP2 it would effect everyone who logged onto the machine and not particular users?