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dgoodyear's avatar
dgoodyear
Level 5
12 years ago

Outlook Add-in 10.0.3 inactive in Outlook 2013

We are running Enterprise Vault 9.0.2 for Exchange 2007.  I have a client running windows 8 with Microsoft Office 2013 professional installed.  I have installed the 10.0.3 outlook add-in.  However, the Enterprise Vault tab will not display.  I looked under Add-Ins and Enterprise Vault Add-In is listed under "Inactive Application Add-ins".  I verified the few forum discussions I saw related to this.  We have rpc over http restrictions set to None in the desktop policy.  I made sure I ran the setup.exe for the add-in as administrator (and am a local admin on the pc).  I also tried setting the registry key for LoggingLevel to 3 under HKCU\Software\KVS\Enterprise Vault\Client.  However, setting this key does not seem to give me any new logs unless they are not located under the local profile temp directory for the user.  I see some logs called ev_client_log_<datetime>.txt but they only contain a few lines for when I first install or uninstall the application.  The first line being "Log file created (level 1)."

Is there a different location or registry setting for Windows 8 to change the logging level?  Any other thoughts on why the client stays inactive?

Thanks!

Enterprise Vault
Information Governance
Troubleshooting
Windows 8
  • JesusWept3's avatar
    JesusWept3
    12 years ago

    From the EV Compatibility guide it just says it requires EV 10 SP3, though doesnt mention whether thats server backend, or the client

    From the Microsoft side:
    http://technet.microsoft.com/en-us/library/ee624351.aspx#section10

    For integration with Exchange

    Be sure to connect Outlook 2013 to the supported versions of Exchange: Exchange 2007, Exchange 2010, or Exchange Server 2013. Outlook 2013 is not supported on Exchange 200

     

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  • JesusWept3's avatar
    JesusWept3
    Level 6
    12 years ago
    What version of the client you using? You may want to try the cumulative hotfix2 client as there was an issue where the client wouldn't load in certain circumstances
  • dgoodyear's avatar
    dgoodyear
    Level 5
    12 years ago

    I'm currently using 10.0.3.1090.  I'll look for the hotfix client.

  • AndrewB's avatar
    AndrewB
    Moderator
    12 years ago

    EV 10.0.4 was released today. Maybe that new client version would be helpful too.

  • dgoodyear's avatar
    dgoodyear
    Level 5
    12 years ago

    The Cumulative Hotfix 2 did not resolve the issue, but I will try 10.0.4.  Thanks for the info.

  • JesusWept3's avatar
    JesusWept3
    Level 6
    12 years ago

    if you go to C:\Users\yourUser\AppData\Local\Temp
    Can you find the ev_client_log_20130717xxxxxx.log file?

    It may have more information as to why its shutting down
    you can also go to 

    HKEY_CURRENT_USER\SOFTWARE\KVS\Enterprise Vault\
    Add a dword "LoggingLevel" and set to 3 and restart outlook and may give extra info in the log files

  • dgoodyear's avatar
    dgoodyear
    Level 5
    12 years ago

    I checked the temp directory and the log files only seem to be appearing when I install or uninstall the add-in.  The contents of the file are only this:

     

    17/07/2013 13:52:50.728[6988][H]: Log file created (level 1).
    17/07/2013 13:52:50.729[6988][H]: Updated environment path to: <TONS OF PATH LOCATIONS>
    17/07/2013 13:52:50.902[6988][H]: Enterprise Vault desktop exited successfully
    17/07/2013 13:52:50.902[6988][H]: Log file closed.
     
    I tried the registry key both in HKEY_CURRENT_USER\SOFTWARE\KVS\Enterprise Vault\ as you suggested and also in HKEY_CURRENT_USER\SOFTWARE\KVS\Enterprise Vault\Client as I've seen it suggested elsewhere.
     
    There seems to be no logging going on though or anything above level 1.   Interestingly, if I leave the registry key for logging there and set to 3, then try a client repair or reinstall, I get two log files with the same timestamp.  The first logfile is longer and starts with:
    17/07/2013 14:20:40.139[6452][H]: Log file created (level 3).
    17/07/2013 14:20:40.140[6452][L]: EnvironmentPath::EnvironmentPath
    17/07/2013 14:20:40.140[6452][M]: Original environment path is set to: <Long list of paths>
    17/07/2013 14:20:40.143[6452][L]: ~EnvironmentPath::EnvironmentPath
    17/07/2013 14:20:40.143[6452][L]: EnvironmentPath::Append
    17/07/2013 14:20:40.143[6452][L]: EnvironmentPath::IsInPath
    17/07/2013 14:20:40.143[6452][L]: ~EnvironmentPath::IsInPath
    17/07/2013 14:20:40.143[6452][L]: EnvironmentPath::SetPath
    17/07/2013 14:20:40.150[6452][L]: EVMSPConfig::RemoveEVMSPFromRegistryProfiles
    17/07/2013 14:20:40.150[6452][L]: EVMSPConfig::RemoveEVMSPFromRegistryProfile
     
    and contains information that is logged during the client repair before the log closes.  There is also a second log file which looks like the first few lines I posted (with client logging set to 1).
     
    Its very odd.  I haven't seen a posted link to 10.0.4 yet or seen it in the fileconnect site.
     
     
  • JesusWept3's avatar
    JesusWept3
    Level 6
    12 years ago

    thats bizarre
    what if you were to entirely uninstall the client, remove the registry entries and then reinstall?
    i know its not ideal, but we know the client is at least being called at somepoint, just not entirely sure why its disconnecting, especially since it unloads itself gracefully

  • JesusWept3's avatar
    JesusWept3
    Level 6
    12 years ago

    Oh heres something
    Can you check the default delivery location?
    does it happen to go to a PST file per chance? if that happens i know that the client unloads itself because it has to be going to the exchange mailbox store

  • dgoodyear's avatar
    dgoodyear
    Level 5
    12 years ago

    I tried uninstalling the client completely, including registry entries and reinstalling the Cumulative Hotfix 2 version.  There is no change.  It still shows as an inactive add-in.  

    I checked default delivery location and it is Inbox on the exchange server.  

    We used cached exchange mode in Outlook, I tried disabling that and restarting outlook with no change.