EV 9.0.2 Unable To Retrieve Attachments From Archived Emails

[Bootch]

Hello,

I'm hoping that someone may be able to help us, we're running EV 9 and have recently upgraded our clients to 9.0.2.1169.0

We're currently experiencing issues since post upgraded to v9 with some users where they are unable to retrieve attachments from archived emails. The errors they receive when opening the emails are

"There was an error loading this item - some functionality may not be available" clicking on the grey bar reveals

"The item could not be downloaded [OIOM] 80070005"

The PSTDisableGrow and PSTDisableGrowAllowAuthenticodeOverrides reg setting are both set to 1 and stored within HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\12.0\Outlook\PST. These were already set when we used the previous version prior to upgrading to version 9. We're running Outlook 2007 with SP2 installed. If I set these reg keys back to 0 then EV retrieves all attachments without any problems however this is not an acceptable workaround. All the symantec articles I've founf indicate that providing these keys are set and in the right location then there shouldn't be a problem

I've attached a client log from one of the machines. Any help would be much appreciated.

[JesusWept3]

OK so the keys are set and are in the right place and EV acknowledges that

07/09/2011 12:12:27.408[4992]: CDesktopPSTHelperBase::HandlePSTDisableGrow: 0x0
07/09/2011 12:12:27.408[4992]: PstDisableGrow and PSTDisableGrowAllowAuthenticodeOverrides keys are set...
07/09/2011 12:12:27.409[4992]: attempting to obtain Override interface...
07/09/2011 12:12:27.409[4992]: Override interface obtained successfully..
 

but then you have this

07/09/2011 12:12:31.161[5236]: calling Registration Handler with C:\Program Files\Enterprise Vault\EVClient\DesktopCommon.dll ...
07/09/2011 12:12:32.516[5236]: ** Make sure you have a version of MSPST32.DLL that supports exemption of PSTDisableGrow and the Digital Certificate is in the Trust List **: 0x80070005
 

What version of MSPST32.DLL do you have?

[JesusWept3]

http://www.symantec.com/business/support/index?page=content&id=TECH74456

From the readme files

The DWORD registry value PSTDisableGrowAllowAuthenticodeOverrides is set to 1 on the users' computers. Add this value under the following registry key:
HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\<ver>\Outlook\PST

The certificate "VeriSign Class 3 Public Primary Certification Authority - G3" is present in the users' Trusted Root Certification Authorities list. This certificate is always present by default in Windows

If the certificates aren't set, the logs will look similar to this
 

PstDisableGrow and PSTDisableGrowAllowAuthenticodeOverrides keys are set... attempting to obtain Override interface...
** Make sure you have a version of MSPST32.DLL that supports exemption of PSTDisableGrow and the Digital Certificate is in the Trust List **: 0x80004002

[Bootch]

Thanks for your swift reply.....

MSPST32.DLL is version 12.0.6557.5000 and is located in C:\Program Files\Microsoft Office\Office12

The kb microsoft article refers to Office 2007 SP2 being present which is already installed. On the problematic machines I've been looking at, if I log in as myself EV and atachments work fine?

[JesusWept3]

interesting, 0x80070005 is an access denied, so it maybe because you have elevated priveliges that they don't have per chance?
Do you know if the certificate is installed?

Go to Tools -> Internet Options -> Content -> Certificated -> Trusted Root Certificates

Check the certificates on their machine logged on as them, then logged an as you, and make sure the correct one exists , you may also want to try a ProcMon to see if they are getting an access denied on any particular file

[Rob_Wilcox1]

Interesting twist on PSTDisableGrow !

[Bootch]

Ok I've checked the client and can see the specified "VeriSign Class 3 Public Primary Certification Authority - G3" certificate is installed (see attached). I've also exported the list of certificates in Trusted Root CA under the users account and compared it to the list when I log in as myself, they are exactly the same.

I've also granted the user local admin rights on the workstation, again this makes no difference

[Rob_Wilcox1]

IMHO you *could* contact Support in this case, and if it gets through to my team, we might be able to either  put together a bit of demo code to make the same calls that our Addin is doing, or contact Microsoft, or both, to try to determine why this is failing.   Or, another option would be for our Support to work with you and Microsoft, and we can share with them a snippet of our code, and say .. on this machine for this user, it's not working.

[Bootch]

So I ran process monitor on one of the problematic workstations. I literally started a capture, opened an archived email with attachment and then stopped the capture. Attached is the log file generated

[Bootch]

Ok so I get the same error on a freshly built machine prior to Office 2007 SP2 being installed

07/09/2011 12:12:32.516[5236]: ** Make sure you have a version of MSPST32.DLL that supports exemption of PSTDisableGrow and the Digital Certificate is in the Trust List **: 0x80070005

I'm unable to open attachments from archived emails at this point. Once SP2 is installed via WSUS then attachments can be opened fine

I was moving away from the idea that Office SP2 may be the issue because on a problematic workstation I can log in as myself and EV would work fine. Surely if it was a problem with SP2 it would effect everyone who logged onto the machine and not particular users?

[JesusWept3]

Unfortunately those are all questions only Microsoft can answer

[JesusWept3]

no wait

sorry, its not.
Outlook 2007 SP2 HAS to be installed for this to work.
Its part of this SP1 hotfix rollup that was all rolled in to 2007 sp2

http://support.microsoft.com/kb/953925

[Bootch]

On the the problematic machines Office SP2 is definitely installed. Like I said If I can log on as myself to the same machine and use EV perfectly fine then surely this rules out an Office SP2 issue?

[JesusWept3]

Hang on, I thought you said that fresh install the issue occurs, install sp2 via WSUS, the error goes away?

[Bootch]

No, all the machines that experience this problem definitely have SP2 installed.

Like I said previously,  I don't think it's an SP2 issue because I can log onto the same machine as a myself and EV works fine. I also don't think it's local permissions on the client as I've granted the user local admin rights on the workstation.

I presume it would make little difference if the user was setup with a local or roaming profile?

[JesusWept3]

I hate to hammer on this point, but what exactly did this mean? "I'm unable to open attachments from archived emails at this point. Once SP2 is installed via WSUS then attachments can be opened fine" Anywho, the difference between the established users and your new user profile is they have vault cache installed and you don't, and remember that pstdisablegrow is a HKCU and not an HKLM key so the key may not be set in your user profile because it's brand new etc

[Bootch]

Which reg keys can I clear out of the users profile so that EV will treat them as a new user next time they log in. I've tried deleting HKCU\Software\KVS hive but this doesn't make any difference the next time the user logs in and tries to access attachments from EV. Does Enterprise Vault store any other keys within HKCU?

[Rob_Wilcox1]

That's the only location the Outlook Addin stores data.

Installation information etc is stored elsewhere, by the MSI installation.

I think we need to refer to JW2's comments..  you said that after installing, via WSUS, Office 2007 SP 2, all was okay ?

[Bootch]

Really sorry for the confusion on this guys, I'll endeavour to explain more clearly. I built a test machine and logged in as a brand new user with clean profile prior to SP2 being installed and received the above error. As per the Microsoft article once SP2 installed EV worked fine on this test machine for this user. Then I got one of the users who is having problems opening attachments to log into the same machine (they have a roaming profile) and they were unable to retrieve attachments from archived emails.

Everything seems to point to something within the user profile. Like I said previously the client has recently been upgraded to 9.0.2 so the same profile would have been used with the previous version of the EV client. I've tried deleting the HKCU\Software\KVS but this doesn't make any difference.

[JesusWept3 · Accepted solution]

Hmmm this may be difficult So first of all, where does their temp directory point to? Is it a shared drive or do they point to the local drive? The difficult thing here is technically ms does not support pst files on shared drives :\