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Archived Message recall - only 1 before error - 60 seconds later another message may be opened

When recalling an archived message the first message recalls without error, then after waiting for 60 seconds another message may be recalled - this pattern continues.

 

This only is affecting a few users out of thousands. The only thing that seems to resolve the issue is replacing the PC completely.  Replacing NT and Outlook profiles does not affect this. 

 

A different user can log into the same machine and not have an issue, the affected user can log into a different machine and not have an issue. Replacing NT and Outlook profiles does not correct this problem, the same user will continue to have this problem.

 

Error message: 

The message banner reads: The itme was archived by Enterprise Vault ........ There was an error loading this item - some functionality may not be available.  Clicking on the banner an error box opens:  An internal error occurred on the web server.

 

We are also seeing IIS 500 errors

Messages open fine when using OWA

Messages can be archived one after another without issue.

Offline vault is not enabled

 

A case is opened with Symantec

 

Anyone else seeing this type of behavior and have resolved the issue?

 

Thoughts?

 

Thanks!

Hayabusa

 

1 Solution

Accepted Solutions
Accepted Solution!

The issue was resolved by

The issue was resolved by updating all EV servers from Windows 2003 base.  All the servers were updated to SP2 and the issue was resolved.  The end result of this is Symantec removed Windows 2003 base from the Compatibily Matrix as a certified release level.
The underlying technical issue was related to the way IIS was working.

View solution in original post

4 Replies

Re: Archived Message recall - only 1 before error - 60 seconds later another message may be opened

Hayabusa,

 

Try elevating the log level of the client (SHIFT + CTRL + Click on "Search in Archive" Button).

Then reproduce the behaviour.

 

After reproducing, go to the dialog again, and open the logfile.

Post any relevant info.

 

Cheers

Michel


Quadrotech - EV Migration and Office 365 Solutions, creators of Archive Shuttle.

Re: Archived Message recall - only 1 before error - 60 seconds later another message may be opened

Follow-up information:

This issue appears to be workstation & profile specific, this is the one constant thru out this issue.  The strange part of this is renaming a user's NTProfile to <Profile.old>, logging back on to create a new NTProfile, the issue still continues.

 

What hooks would exisit between these two profiles??

 

Thanks!

Hayabusa

Re: Archived Message recall - only 1 before error - 60 seconds later another message may be opened

Difficult to say.

What EV Server & Client Versions are you using?


Quadrotech - EV Migration and Office 365 Solutions, creators of Archive Shuttle.
Accepted Solution!

The issue was resolved by

The issue was resolved by updating all EV servers from Windows 2003 base.  All the servers were updated to SP2 and the issue was resolved.  The end result of this is Symantec removed Windows 2003 base from the Compatibily Matrix as a certified release level.
The underlying technical issue was related to the way IIS was working.

View solution in original post