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JBatCCC's avatar
JBatCCC
Level 3
14 years ago

Outlook icons not showing Win7, Outlook 2010 EV 9.0.1

Outlook “forms” (mail item icons) not showing for the Windows 7 systems (x64), running Outlook 2010 and the EV 9 Outlook add-in. (9.0.1)

(Confirmed archiving against both E2k3 and E2k10 servers from an XP system, using Outlook 2003, 2007 and 2010 in this environment…including post-backup “archive” icon)

 The toolbar appears, but when an items is archived (pending) the item looks ‘previewed/unread’. (closed envelope, subject no longer bold).

The banner also does not appear when you open the messages which HAVE been archived. (Confirmed using AE and VV)

 

There are a handful of items that have been archived (safety copies/pending) because I can search them, and they appear in the VV as well as Archive Explorer.

 

We tried repairing and re-installing the Add-in.

We tried “ResetEVClient” as well.

 

For 1st user, recreating the Outlook 2010 profile fixed the problem. Suspecting the OST may have been the issue we took a different approach…

For the 2nduser, deleting the OST didn’t fix the problem. Recreating the Outlook profile resulted in Outlook becoming unstable, and couldn’t create a new Outlook profile at all. Ran Office Repair, rebooted; still couldn’t create a new Outlook profile. Removed the EV Add-in, and was able to create a new Outlook profile. Re-installed EV Add-in; and back to the original state: Toolbars present, but icons do not reflect archived/pending items. At this point we noticed the EV forms were not present. We manually installed the forms, and at this point the icons appeared as expected.

For the 3rduser, after installing the add-ins, icons appeared as expected.

I know the versions/platforms are supported...but seem to have consistent problems with Windows 7...Anyone else seen these issues?

  • If you suspect the issue to be with the OST file then all you need do is go to

    1.Right-click the folder and then click Properties.
    2.In the dialog box that appears, click the Clear Offline Items button and then click OK.
    3.On the Outlook 2010 ribbon, click the Send/Receive tab.
    4.Click Update Folder.
     

    In previous versions you would have to use ScanOST.exe
    However what you're talking about just sounds like your policy isn't set to deploy the forms locally,

    1. Go to the Enterprise Vault Server
    2. Open up the Vault Admin Console
    3. Expand out Policies -> Exchange -> Desktop
    4. Open up the relevent Desktop Policy
    5. Go to the Advanced Tab
    6. Find the option "Deploy Forms Locally", ensure this is set to "Always"
    7. If it isn't set to Always, Set it then press OK and synchronize the users
    8. Try opening and closing outlook again

    There have been issues though regarding User Account Control where windows locks down parts of the registry and when Enterprise Vault attempts to read certain outlook keys, it comes back and say that paths can't be read and what not

    If you enable full logging in the client, you should be able to see it as it deploys the forms and more specifically why it can't, sometimes people try to lock down the registry manually also and stop programs from reading certain registry paths that causes the issues too.

1 Reply

  • If you suspect the issue to be with the OST file then all you need do is go to

    1.Right-click the folder and then click Properties.
    2.In the dialog box that appears, click the Clear Offline Items button and then click OK.
    3.On the Outlook 2010 ribbon, click the Send/Receive tab.
    4.Click Update Folder.
     

    In previous versions you would have to use ScanOST.exe
    However what you're talking about just sounds like your policy isn't set to deploy the forms locally,

    1. Go to the Enterprise Vault Server
    2. Open up the Vault Admin Console
    3. Expand out Policies -> Exchange -> Desktop
    4. Open up the relevent Desktop Policy
    5. Go to the Advanced Tab
    6. Find the option "Deploy Forms Locally", ensure this is set to "Always"
    7. If it isn't set to Always, Set it then press OK and synchronize the users
    8. Try opening and closing outlook again

    There have been issues though regarding User Account Control where windows locks down parts of the registry and when Enterprise Vault attempts to read certain outlook keys, it comes back and say that paths can't be read and what not

    If you enable full logging in the client, you should be able to see it as it deploys the forms and more specifically why it can't, sometimes people try to lock down the registry manually also and stop programs from reading certain registry paths that causes the issues too.