Forum Discussion

LorenaD's avatar
LorenaD
Level 3
6 years ago

EV temp profile in Outlook

Hello guys,

I hope you can help me with the following issue.

We have a number of VIPs who complaign about the fact that sometimes Outlook is crashing if you switch from mail to calendar. When investigating we found that in Outlook profiles, there was one EVxyz.tmp. If we detele that, everything would be back to normal.

I have checked the affected users archive 9 (ok), started a verify and sync task of the index (no errors were found). No errors were found in Event Viewer for this user or something related to.It is hard to recreate the problem, since it is happening random and there is no trigger. Being a VIP we have extremly limited access to his pc.

I have attached also two, not so relevant pictures, that I received from the local IT, but maybe it could help or be a hint.

We are running EV 12.1/ Exch2016

    • GertjanA's avatar
      GertjanA
      Moderator
      6 years ago

      Hello Lorena,

      The issue your VIP's have is with the local machine, Outlook and EV Add-In, not on your EV servers.

      Can you replicate the issue easily? If so, you might want to set up a Client logging. See this

      Do they by any chance use Vault Cache? Do you happen to have GPO's to prevent creation of PST files on local machines?

      • LorenaD's avatar
        LorenaD
        Level 3
        6 years ago

        Hi Gerjtan,

        Many thanks for you recommandations and my appologies for the late reply.

        The problem cannot be replicated, just have to wait for a VIP to experience it again, in order to start the Max trace in Outlook and get the EV logs, maybe we can find out what is triggering this.

        Yes, they have Vault Cache and as far as I am aware and have checked, there is no GPO to prevent the creation of pst file. Our users actually use pst file, although we don`t encourage their creation.

        I will return with more info as soon as gather some logs.

        Many thanks!

         

         

  • LorenaD's avatar
    LorenaD
    Level 3
    6 years ago

    I found this post related to my problem.

    https://vox.veritas.com/t5/Enterprise-Vault/Need-an-explanation-of-what-the-local-EV-db-s-are/td-p/381491

    So, these .db are related actually to the Vault Cache. " the files are created on the server first and then downloaded to the client which is then placed in their user profile on the machine, once downloaded the DB files are then deleted from the server" My question is, why are they triggering that error and how can it be fixed.

    In the past when we had similar cases, the IT solved the issue by deleting those temp profiles in Outlook created by EV.

    Any other idea or maybe someone knows what the process is behind?

    Thank you in advance!

     

     

     

    • mms-messaging's avatar
      mms-messaging
      Level 3
      6 years ago

      Hello Lorena / all,

      we have the same problem at our company too.
      Hunderds of users are getting these error messages that some tmp files couldn't be found, mostly when trying to open the calendar. We also found these data files added to Outlook. evresetclient.exe and also resetting Vault Cache from the EV tab doesn't help. If you delete these tmp files it just appears a few days later again.

      Our environment:
      > 80k archives
      EV version on server side: 12.3.2
      EV Addin in Outlook: 12.2.3.1576 (Rollout of the newer version hasn't been done yet)
      EV Cache and the Virtual Vault option is active. (users can active this manually)

      But also installing the new EV Addin 12.3.2 doesn't change anything. The error messages still appear.

      I'm starting to think that it has something to do with the Virtual Vault option, as the vault then appears as a "mailbox". The next time I will try to just deativate the Virtual Vault option, maybe it helps. I'll post an update about it.

      Where you able to find any solution to this?

      It's getting really annoying!

      Thanks in advance for your help!

      • mms-messaging's avatar
        mms-messaging
        Level 3
        6 years ago

        Hello all,

        so after a few tests I can now confirm, that the following steps didn't help:

        1. ResetEVClient.exe
        2. Reset Vault Cache through the EV Tab
        3. Upgrade to the new EV Addin 12.3.2 (same version as on server side)
        4. Deactivate the Virtual Vault option
        5. Delete these weird data file entries in Outlook

        Error messages still appear that some tmp files can't be found, eventhough the users never changed or deleted something. A few hunderd users are affected now.
        Anyone else has these problems?!
        No help at all?

        What a mess, really desappointing...
        I would be grateful for any help. 

  • JimmyNeutron's avatar
    JimmyNeutron
    Level 6
    5 years ago

    You should launch the user's outlook in safe mode. that way no add-ins are loaded. it could be that two add-ins are having issues playing nice with each other