EV Outlook Add-In 10.0.2/10.0.1

Can you generate a full client log of when you open Outlook?

Do you see EV toolbar icons (on the EV ribbon) after opening Outlook?

Yes, I can see EV toolbar icons on Outlook.

How can I generate that full client log?

I'm also trying to enable EV client install logging (but I'm getting some errors).

Thanks.

Generating a client log:

http://www.symantec.com/business/support/index?page=content&id=TECH38096

Thanks Rob. Let me try.

Hi all again,

I'm attaching the full client log when I opened my Outlook. I can't see anything wrong. I have been installing, removing and reinstalling several and different versions of the Outlook plugin on my PC, so I think that, maybe, one of the removals was not completely done and now I'm getting that message ("Outlook 2010 or later is installed on this coputer. You must install the Enterprise Vault Http-Only Outlook Add-in").

I have also tried all the solutions proposed in the technote that ZeRoC00l said in order to solve the problem with the prompt for username and password when opening archived items. But I'm still getting the same. None of the scenarios described here worked for me.

Any more ideas?

Thanks.

Juan Antonio

Were you able to get the EV client install log?

If you try and install the same EV client install file on another Windows 7 machine with only Outlook 2010 installed ever (try on a VM machine) do you get the same error?

I'm not sure I understand what problem we're trying to solve here.

Is this a widespread problem?  You're seeing it on all machines? Or just one/two?

Is the problem the Outlook pop-up saying you need the HTTP Addin?  Or is the problem deeper, and you can't open archived items, missing toolbar etc?

If it's just one machine, and it's the pop-up, I'd suggest :

a/ Close Outlook

b/ Uninstall the Add-in

c/ Reboot

d/ Remove any remaining parts of Enterprise Vault from the \Program Files (or Program FIles (x86)).

e/ Remove any remaining parts from the registry (HKEY_CURRENT_USER\Software\KVS)

f/ Install 10.0.2 client again

g/ Test

Is the computer with outlook a member of the domain ?

Is this the only workstation with issues, or do all workstations have the same ?

Did it work in the past ?

There are two different problems:

- One of them is the error I get when I install EV client (as described above). I have seen that I also get the message "Welcome to the Symantec Enterprise Vault Outlook Add-In Upgrade Setup" (Note: Upgrade). Even if I completely remove it before. And even following Rob's instructions. But I have seen that it only happens in 2 or 3 PCs, those that I have been using to test the second problem (the other one). I think that after install, remove and reinstall several client versions there's something left that Windows 7 thinks that the client is already installed and is trying to do and upgrade (and saying that Outlook 2010 is not supported).

- I'm more worried about the other problem: Users prompted for username/password when opening an archived email. Most of the users are still using Windows XP/Office 2003 with no problems. Some weeks ago we started with a Windows 7/Office 2010 pilot project, installing that in about 25 PCs. Then problems arrived. Some users has no problems and can open archive emails well and some others (like me) not. Some examples:

- Fisrt time I installed W7/Office 2010 on my PC I had no problems. EV client was working fine (10.0.1 and 10.0.2). One day I had to reinstall my PC from scratch. After that, I started to be prompted for username/password.

- There are 2 users working fine with their W7 PCs. If one of them change to the other user PC and start a session there, Outlook prompts him for login/password when opening an archived email. Coming back to his PC he can work fine again.

- One user started to use a new PC with W7 a couple of weeks ago. No problems. Suddenly, a few days later (without having doing any changes on the PC) started to be prompted for login/password.

No rules for this behaviour.

I also check and test all the scenarios in the technote suggested by ZeRoC00l. Negative. Everything there seems to be fine.

All the PCs are joined ti a domain.

Best regards.

At a problem pc (asking for username/password), please run a client trace and post the results here (please in an attachment).

http://www.symantec.com/business/support/index?page=content&id=TECH38096