Hello All The topic thread might very generic one, but the issue is "bit" out of box, I am not sure how much - will let you guys be judge for it. Today we had few users calling about unable to open archived items using Outlook: Configuration: Client - Windows XP/Outlook 2007 SP2/EV Client 9.0.1.1073 HTTP Backend - Enterprise vault 9.0.1.1073 setup along with hotfix for 10.0.1 client. No RPC over HTTP, No vault cache. Symptoms: Archive explorer, search archives works fine When double click item - it opens with a grey banner "Enterprise vault has archived this item - click here to view original item" (we allow opening original item, no custom banner in policy) When clicked on above banner, nothing is returned. User is able to access items when connected via VPN and not when connected via work/office LAN. Tried so far: http://www.symantec.com/business/support/index?page=content&id=TECH47875 Disabled Internet explorer proxy configuration under LAN settings. ResetEVClient.exe InternetOpenTypeDirect registry key Upgrading to Enterprise vault 10.0.1 client. Form clear cache. The vault information page shows below but the client log shows successful connection: TESTING CONNECTION Skipping DCOM tests HTTP client is in use HTTP connection failed http://EVA2/EnterpriseVault (Status: 0x12) 25/07/2012 17:14:03.317[4592]: Attempting connection to (http://EVA2/EnterpriseVault/clienttest.gif)... 25/07/2012 17:14:03.560[4592]: Connected - Returned status code(200) 25/07/2012 17:14:03.560[4592]: Internet connection state = 1 (flags = 18) 25/07/2012 17:14:03.560[4592]: ~DesktopCommonUtil::HasInternetConnection: 0x0 25/07/2012 17:14:03.560[4592]: Successfully contacted the EV web server using: http://EVA2/EnterpriseVault Few options I am left trying: Create new Outlook profile Recreate OST file Zap mailbox to delete EV message and re-enable mailbox associating with archive. Anything that I could be missing in troubleshooting, there are no log lines in client log which says "Downloading from..." which is generally case when it tries to download item from EV. Other users are working fine, I tried to setup a test acount on a test machine on office LAN and that's working fine too...

So everything you mentioned sounds like what the technote covers, if the banner does nothing when you click it, it means that either scripting isn't enabled in the trust center, or the outlvbs.dll file is missing (which is deliberate in a Terminal Services / Shared or Citrix environment) The file definitely exists and the VBS options are enabled correct?

Users have outlook on their workstation so no terminal server/citrix. Outlook VB Script add-in is enabled.

OK but the file does exist right?

Right now don't have access to user workstation, I will double-check the file tomorrow.

Double checked and confirmed - File Exists. :-)

Not sure if/when it was fixed, but there was a bug that meant that when you clicked on the banner, nothing happend. So that could be a red-herring. Have you checked the policy to see what the option is set to with regards to opening an item:

AKL

Level 6

12 years ago

Unable to open archived items from Outlook

Hello All

The topic thread might very generic one, but the issue is "bit" out of box, I am not sure how much - will let you guys be judge for it.

Today we had few users calling about unable to open archived items using Outlook:

Configuration:

Client - Windows XP/Outlook 2007 SP2/EV Client 9.0.1.1073 HTTP
Backend - Enterprise vault 9.0.1.1073 setup along with hotfix for 10.0.1 client.
No RPC over HTTP, No vault cache.

Symptoms:

Archive explorer, search archives works fine
When double click item - it opens with a grey banner "Enterprise vault has archived this item - click here to view original item" (we allow opening original item, no custom banner in policy)
When clicked on above banner, nothing is returned.
User is able to access items when connected via VPN and not when connected via work/office LAN.

Tried so far:

http://www.symantec.com/business/support/index?page=content&id=TECH47875
Disabled Internet explorer proxy configuration under LAN settings.
ResetEVClient.exe
InternetOpenTypeDirect registry key
Upgrading to Enterprise vault 10.0.1 client.
Form clear cache.

The vault information page shows below but the client log shows successful connection:

TESTING CONNECTION

Skipping DCOM tests HTTP client is in use

HTTP connection failed http://EVA2/EnterpriseVault (Status: 0x12)

25/07/2012 17:14:03.317[4592]: Attempting connection to (http://EVA2/EnterpriseVault/clienttest.gif)...
25/07/2012 17:14:03.560[4592]: Connected - Returned status code(200)
25/07/2012 17:14:03.560[4592]: Internet connection state = 1 (flags = 18)
25/07/2012 17:14:03.560[4592]: ~DesktopCommonUtil::HasInternetConnection: 0x0
25/07/2012 17:14:03.560[4592]: Successfully contacted the EV web server using: http://EVA2/EnterpriseVault

Few options I am left trying:

Create new Outlook profile
Recreate OST file
Zap mailbox to delete EV message and re-enable mailbox associating with archive.

Anything that I could be missing in troubleshooting, there are no log lines in client log which says "Downloading from..." which is generally case when it tries to download item from EV.

Other users are working fine, I tried to setup a test acount on a test machine on office LAN and that's working fine too...

Basics

Enterprise Vault

Information Governance

Troubleshooting

JesusWept3
12 years ago
So everything you mentioned sounds like what the technote covers, if the banner does nothing when you click it, it means that either scripting isn't enabled in the trust center, or the outlvbs.dll file is missing (which is deliberate in a Terminal Services / Shared or Citrix environment)

The file definitely exists and the VBS options are enabled correct?

13 Replies

JesusWept3
Level 6
12 years ago
So everything you mentioned sounds like what the technote covers, if the banner does nothing when you click it, it means that either scripting isn't enabled in the trust center, or the outlvbs.dll file is missing (which is deliberate in a Terminal Services / Shared or Citrix environment)

The file definitely exists and the VBS options are enabled correct?
AKL
Level 6
12 years ago
Users have outlook on their workstation so no terminal server/citrix.

Outlook VB Script add-in is enabled.
JesusWept3
Level 6
12 years ago
OK but the file does exist right?
AKL
Level 6
12 years ago
Right now don't have access to user workstation, I will double-check the file tomorrow.
AKL
Level 6
12 years ago
Double checked and confirmed - File Exists. :-)
Rob_Wilcox1
Level 6
12 years ago
Not sure if/when it was fixed, but there was a bug that meant that when you clicked on the banner, nothing happend.

So that could be a red-herring.

Have you checked the policy to see what the option is set to with regards to opening an item:
AKL
Level 6
12 years ago
Shortcut body - None

No include banner, links, maximum characters.

Only include recipient information & show content on when shortcut is opened.....
Rob_Wilcox1
Level 6
12 years ago
Please post a full client trace of the retrieval of ONE or TWO items. (Attach it to the post).

That might show what is happening.
hystad
Level 4
12 years ago
This is just a shot in the dark, but what happens if you open the archived item in OWA(if you use it) Even if you havent configured it. The mail should still show without the Archived item header, im just wondering if you get the content.
JesusWept3
Level 6
12 years ago
VBA.dll? or OutlVbs.dll?