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AKL's avatar
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:

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

Symptoms:

  1. Archive explorer, search archives works fine
  2. 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)
  3. When clicked on above banner, nothing is returned.
  4. User is able to access items when connected via VPN and not when connected via work/office LAN.

Tried so far:

  1. http://www.symantec.com/business/support/index?page=content&id=TECH47875
  2. Disabled Internet explorer proxy configuration under LAN settings.
  3. ResetEVClient.exe
  4. InternetOpenTypeDirect registry key
  5. Upgrading to Enterprise vault 10.0.1 client.
  6. 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:

  1. Create new Outlook profile
  2. Recreate OST file
  3. 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's avatar
    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?

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  • LCT's avatar
    LCT
    Level 6
    12 years ago

    "User is able to access items when connected via VPN and not when connected via work/office LAN."

    I'll be interested to know what the network configurations are when the users are connected via VPN....this issue seems to be pointing at a DNS issue on those affected machines. can you ping and telnet to the EV server via host name and IP address etc? What is the network comparisions with the users that are working on the LAN and the users are not working on the same LAN. Also, as Rob mentioned please could you do a client trace for successful retrieval and the unscucessful retrieval, perhaps the comaprision will show what the problem is together with your DNS configurations etc. When the retrieval fails does anything show on the the Event logs on the EV server regarding those failed retrieval users?

    I have come across a very similar issue a few months back.

  • AKL's avatar
    AKL
    Level 6
    12 years ago

    Thanks a lot guys for such active participation in forum:

    Hystad - Items are accessible over OWA, as mentioned in original post - Archive explorer & search archive features work too.

    Rob - Sorry I wanted to upload the client trace with original forum, but you can say I was too lazy editing it removing internal information from them. ;-)

    LCT - As mentioned in original forum, I did try to remove the Proxy configuraiton from Internet explorer along with toggling Integrated windows auth settings on IE and creating host file entry with no luck. :S

    Jesus - I meant to say OlkVBA.dll file from default office add-in installation.

    Further to update, while digging more in original direction of VB issue on client issue, I tried to re-register VBScript.dll and JScript.dll files on user workstation which seems to be getting things back on track.

    I apologize for delay in responses - I was just trying to dig harder so lost track of time. :-)

    Commands used to fix the issue:

    regsvr32 vbscript.dll
    regsvr32 jscript.dll

    All above posts were helpful though and all are valid for troubleshooting purposes. But in the end VB Was the culprit as Jesus & the original technote mentioned.

    Thanks again guys - Really appreciate the participation here. !

  • LCT's avatar
    LCT
    Level 6
    12 years ago

    That's good to know...interesting though, without reregistering the vbs scripts but it works via the VPN connection?

    Anyway, glad that it;s resolved for you.