Orphaned Shortcuts not deleting

Question

We have an orphaned shortcut situation. The customer is not certain why the items in EV are deleted, perhaps due to an infrastructure issue from a year ago, followed by support having them run EVSVR.&nbsp; But anyways, the items are not in the database, nor are they in the index, and at this point they would just like to clean up the orphaned shortcuts. Their policy up until now did not include deleting orphaned shortcuts. So we&nbsp;configured the policy to delete orphaned shortcuts (did the storage expiry schedule also, and restarted services, sync'd mailbox). The shortcuts in question were not deleted.
Here's the dtrace when opening the shortcut:
79&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CVaultStorePartitionCache::ReadEntry:#135} Successfully read partition info for Vault Store [1A9F3F970E7EA3D45B811A8D5DA2EDE9A1210000evsite01.pswlaw.com]
	80&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStoreAccessor::CheckVaultStoreStatus} (Exit) Status: [Success]
	81&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::LocateSaveset(1)} (Entry)
	82&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStore::LocateSaveset(1)}|Selector:201112032887024~201110040142020000~Z~30177FF20612642255CEEC19EB6A7D81
	83&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::LocateSaveset(2)} (Entry)
	84&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStore::LocateSaveset(2)}|Selector:201112032887024~201110040142020000~Z~30177FF20612642255CEEC19EB6A7D81
	85&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::InitializeDBAccess} (Entry)
	86&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::InitializeDBAccess} (Exit) Status: [Success]
	87&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;CVaultStoreDb::GetConnectionString() connection string: Provider=SQLOLEDB;Server=kcp-symevsql-01;Database=EVVSDataCenterVaultStore_3;Trusted_Connection=yes
	88&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;CADOContext::CreateConnection entry
	89&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;CADOContext::CreateConnection exit. source:Provider=SQLOLEDB;Server=kcp-symevsql-01;Database=EVVSDataCenterVaultStore_3;Trusted_Connection=yes hr=Success&nbsp; (0)
	90&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;CADODataAccess::CreateCommand entry
	91&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;CADODataAccess::CreateCommand exit. hr=Success&nbsp; (0)
	92&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:M&nbsp;{CStore::LocateSaveset(2)}|Selector:201112032887024~201110040142020000~Z~30177FF20612642255CEEC19EB6A7D81 HRESULT:False (0x1) Found:False
	93&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::LocateSaveset(2)} (Exit) Status: [False (0x1)]
	94&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:M&nbsp;{CStore::LocateSaveset(1)}|Selector:201112032887024~201110040142020000~Z~30177FF20612642255CEEC19EB6A7D81 HRESULT:False (0x1) Found:False
	95&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::LocateSaveset(1)} (Exit) Status: [False (0x1)]
	96&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStoreAccessor::LocateItem} (Exit) Status: [The specified Saveset does not exist.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; (0xc0041aac)]
	97&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::~CStore} (Entry)
	98&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::CloseVault} (Entry)
	99&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CVault::~CVault} (Entry)
	100&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CVault::~CVault} (Exit) Status: [Exception occurred.&nbsp; (0x80020009)]
	101&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CExclusiveUseThread::EndExclusiveUse} (Entry)
	102&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CExclusiveUseThread::EndExclusiveUse} (Exit) Status: [Exception occurred.&nbsp; (0x80020009)]
	103&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStore::CloseVault} (Exit) Status: [Exception occurred.&nbsp; (0x80020009)]
	104&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::CloseIndexerNotifier} (Entry)
	105&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStore::CloseIndexerNotifier} (Exit) Status: [Exception occurred.&nbsp; (0x80020009)]
	106&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStore::CloseDatabase} (Entry)
	107&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:M&nbsp;SingletonRegistry: US '0XC2F3B0TransactionContext'
	108&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:M&nbsp;SingletonRegistry: US '0XC2F3B01'
	109&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:M&nbsp;SingletonRegistry: US '0XC2F3B0'
	110&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStore::CloseDatabase} (Exit) Status: [Exception occurred.&nbsp; (0x80020009)]
	111&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStore::~CStore} (Exit) Status: [Exception occurred.&nbsp; (0x80020009)]
	112&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:L&nbsp;{CStorageSession::~CStorageSession} (Entry)
	113&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStorageSession::~CStorageSession} (Exit) Status: [Exception occurred.&nbsp; (0x80020009)]
	114&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;CStorageOnline::LoadSaveset _com_error exception. hr=The specified Saveset does not exist.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; (0xc0041aac)
	115&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStorageOnline::LoadSaveset} (Exit) Status: [The specified Saveset does not exist.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; (0xc0041aac)]
	116&nbsp;10:41:27.371&nbsp; [2464]&nbsp;(StorageOnlineOpns)&nbsp;&lt;5284&gt;&nbsp;EV:H&nbsp;{CStorageOnline::GetOnlineAttachment} (Exit) Status: [The specified Saveset does not exist.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; (0xc0041aac)]
Here's the dtrace when processing the shortcut deletion for one of these orphaned shortcuts:
52533&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::ProcessShortcutItem - processing shortcut 'OCTOBER 2011 PHONE LIST', size 3215 bytes
	52534&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::ProcessShortcutItem - offline vault user F, shortcutexpiryperiod 0, deleteexpireditems T, orphanedshortcut T
	52535&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::ProcessShortcutItem - Using default ExpiryDateBasis: Archived Date
	52536&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::ProcessShortcutItem - Expiry Basis on Retention Category: [INHERIT FROM SITE]
	52537&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::ProcessShortcutItem - Expiry Basis on Site: [Archive Date]
	52538&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::IsAMovedItem - retention category matches [true]
	52539&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::IsAMovedItem - archive folder id matches [true]
	52540&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::IsAMovedItem - item has moved [false]
	52541&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::ProcessShortcutItem - 'OCTOBER 2011 PHONE LIST' has not moved so do checks to see if it is eligible for shortcut deletion
	52542&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:M&nbsp;CArchivingAgent::ThinOrphanedShortcutCheck()
	52543&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:L&nbsp;:CArchivingAgent::ProcessChunkOfShortcuts() |The shortcut titled: OCTOBER 2011 PHONE LIST will not be deleted |
	52544&nbsp;11:06:14.791&nbsp; [3856]&nbsp;(ArchiveTask)&nbsp;&lt;3688&gt;&nbsp;EV:H&nbsp;:ProcessChunkOfShortcuts() |Exiting routine |
Any ideas on why the shortcuts won't delete are welcome.
Thanks.

jesuswept3 · Accepted Answer

It so strangely close to the following
	http://www.symantec.com/business/support/index?page=content&amp;id=TECH126131
	
	Not that the technote will help at all, but would suggest may be opening a case with symc and have them look.
	
	what version of exchange as well as the version of EV?

rob_wilcox1 · Answer

Do you have a screenshot of the Shortcut Deletion tab in the policy?
What version of EV is this?

dihrig · Answer

EV 9.0.2
Exchange 2007
Cannot screen shot the policy now, anyways, we set it back to no shortcut deletion after testing multiple times.
Interesting, there is a slight difference in the dtrace for the other, functioning shortcuts, in bold below.
387022&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:H&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; :ProcessChunkOfShortcuts() |Exiting routine |
387023&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; :CArchivingAgent::ProcessChunkOfShortcuts() |Entering routine |
387024&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::ProcessShortcutItem - processing shortcut 'Help Desk Support', size 5682 bytes
387025&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::ProcessShortcutItem - offline vault user F, shortcutexpiryperiod 0, deleteexpireditems T, orphanedshortcut T
387026&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::ProcessShortcutItem - Using default ExpiryDateBasis: Archived Date
387027&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::ProcessShortcutItem - Expiry Basis on Retention Category: [INHERIT FROM SITE]
387028&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::ProcessShortcutItem - Expiry Basis on Site: [Archive Date]
387029&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::ProcessShortcutItem - shortcut status flag has been set on the item with value 3
387030&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::IsAMovedItem - retention category matches [true]
387031&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::IsAMovedItem - archive folder id matches [true]
387032&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::IsAMovedItem - item has moved [false]
387033&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::ProcessShortcutItem - 'Help Desk Support' has not moved so do checks to see if it is eligible for shortcut deletion
387034&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:M&nbsp;&nbsp;&nbsp;&nbsp; CArchivingAgent::ThinOrphanedShortcutCheck()
387035&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:L&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; :CArchivingAgent::ProcessChunkOfShortcuts() |The shortcut titled:&nbsp;Help Desk Support will not be deleted |
387036&nbsp; 11:06:43.746&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; [3856]&nbsp; (ArchiveTask)&nbsp;&nbsp;&nbsp; &lt;3688&gt; EV:H&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; :ProcessChunkOfShortcuts() |Exiting routine |
The problem shortcut we were looking at above does not have that line.

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