Missing Icons from Outlook

Hi, We have the same issue with the EV icons not displaying in Outlook (only on some PCs). Until now I havent been able to find any common ground for PCs not working. It seems to be happening randomly on Vista / XP with Office 2003 (SP2) and Office 2007. I have had limited success with manual re-creation of Outlook profiles.

I have tried uninstalling / re-installing and running the ResetEVClient numerous times without any success.

Any help would be greatly appreciated.

We are running Exchange 2007 with Ent Vault 2007.

Hi, I have also checked - the add-in is successfully installed on Outlook and displays in the add-in manager. E-Mails that are archived can be opened successfully - indicating that the client is working. The Vault icon toolbar itself does not display - also, the menu / tools / EV option is not available.

I need to configure offline availbility for some users, and it will be fairly difficult without the menu options available.

Thanks,

Henk 

Another update...

I have managed to get some of the users working by manually re-creating the Outlook profiles on their PCs. This is a problem however since we can not re-create all profiles on site to get the archiving icons (toolbar and menu) to display.

Any assistance will be appreciated!

Thanks,

Henk

Thanks for the reply. I have tried the detect and repair option as well, with no luck...

Have you tried to kill the Windows Profile as well?

This might help, too.

As for the reasons, I'd suggest you to open a Case with Symantec, as this probably requires deeper knowledge.

If you want to continue troubleshooting, I'd suggest you raise the log level using Registry keys (as the buttons are not available to click :) ) :

 LoggingLevel   (DWORD):

HKEY_CURRENT_USER
 \SOFTWARE
  \KVS
   \Enterprise Vault
    \Client

Hi Michel,

Thanks for the reply. It seems to be an issue on the Outlook profile. Creating a new profile works on Outlook 2003. On Outlook 2007 - strangely - when creating a new profile, I have to select "Manual Configuration" of the profile. If the server and username fields are completed automatically by Outlook, no icons appear even though it is a new profile... (makes no sense to me).

What also doesn't make sense to me is the fact that this is happening on most (if not all) PCs. We have no custom / non-standard methods of installing Office 2003 or 2007...

I will enable the logging and post the results. I also agree, it seems that opening a case with Symantec would be the best idea at this stage. I was hoping that there would be a quick fix for this - and that someone else had the same issue.

Thanks,

Henk

Hi All,

We have the same issue here. Just logged a support case and waiting for a response. Anyway basically on EV 7.5 sp1, Exchange 2003 sp2 and Outlook Sp3.  Similar to the thread starter’s scenario ResetEVclient does not work on the users having this issue and we've been able to workaround this issue by creating a new outlook profile.

However thus far, for 1 user the problem came back. i.e. OL profile sorta got corrupted again and now he is unable to view the menu options(we've disabled icons).Recreating a third profile again resolves it albeit temporary fix as we do not know the root cause. 

As we gonna be rolling out EV across a larger group very soon we need a perm fix on this.  I'm wondering if besides a outlook profile issue could it be also a windows profile - am referring to this article now. However I'm not using roaming profiles. http://seer.entsupport.symantec.com/docs/287186.htm 

Any other suggestions?

Thanks,

M

.

think we've managed to resolved this - the trick was actually getting the logs w/o having to do the ctrl+shift thingy to get into the troubleshooting/diagnostic window. That was done via the registry changes.

Then i look at the logs and found this -

15/09/2008 16:53:19.812: Log file created (level 1).
15/09/2008 16:53:19.813: RPC over HTTP is enabled (flags = 3)
15/09/2008 16:53:19.815: Policy has disabled client from running when Outlook is configured to use RPC over HTTP
15/09/2008 16:58:19.083: Enterprise Vault desktop exited successfully
15/09/2008 16:58:19.084: Log file closed.

unticking the option "connect to my exchange mailbox using http" made the icons appear...

This also brought me to another thread - https://forums.symantec.com/syment/board/message?board.id=106&message.id=10764

So this is down to EV policy under advance> outlook

This adv settings has one which has an option  to "disables user extensions" under this setting "rpc over http restrictions". That's the default.

Other options under "rpc over http restrictions":

Disable Outlook Add-In 

(Default) - Connecting to Enterprise Vault using RPC over HTTP is not enabled in the Enterprise Vault client.  

Disable Offline Vault - Offline Vault is disabled when using RPC over HTTP. 

Disable PST Import - Client-side PST migration is disabled when using RPC over HTTP. 

Disable Offline Vault and PST Import - Offline Vault and client-side PST migration are disabled when using RPC over HTTP. 

Am doing some testing now to confirm this issue via changing my test policy and testing rpc over http now..before deciding if not to do the change in production.