EV Add-in for Outlook gets Disabled

[PaTryptik]

Hi,

From time to time, some Outlook 2010 users loses their Enterprise Vault menu and their Virtual Vault disappears.  This is when their Symantec Enterprise Vault HTTP-only Outlook Add-In v9.0.5186 (Build 9.0.1.1090) gets disabled by Outlook.

Simply restarting Outlook doesn't fix it, we must manually re-enable it.  However, we have the desktop policy "Automatically re-enable Outlook add-in" set to "Re-enable and tell user".

Does anyone know whether this option should be working correctly ?

Our EV server is 8.0.4.1991

Thanks for your input.

[GregRountree]

We had a problem with a 2007 Live Meeting hotfix that disabled the EV Plug-in. I would also suggest upgrading to EV 8.0.5

[Rob_Wilcox1]

Do you have a client log from a machine where the auto-reeanbling didn't work?  It would be interesting to see what happens to prevent the re-enablement.

[PaTryptik]

I don't have one handy, but as soon as I'll hear about a next occurrence, I will get the ev client log file and paste its content here.

Thanks

[Rob_Wilcox1]

Sounds good.

[PaTryptik]

I found another user with the disabled EV Add-in issue, and again it didn't re-enabled itself automatically.

There were several ev_client_log files, all with the same events below, which are repeated several times in every file:

14/06/2011 16:13:45.143[5208]: Log file created (level 1).

14/06/2011 16:13:45.147[5208]: Failed to create Cache:WORKING_DIRECTORY not set

14/06/2011 16:13:45.156[6896]: EVMSP: <Inbox> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040154

14/06/2011 16:13:49.010[5208]: Failed to create Cache:WORKING_DIRECTORY not set

14/06/2011 16:13:49.015[5028]: Failed to create Cache:WORKING_DIRECTORY not set

14/06/2011 16:13:49.023[2224]: Failed to create Cache:WORKING_DIRECTORY not set

14/06/2011 16:13:49.027[6896]: EVMSP: <Inbox> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:8007000e

14/06/2011 16:13:49.481[2224]: Failed to create Cache:WORKING_DIRECTORY not set

14/06/2011 16:13:49.482[5208]: Failed to create Cache:WORKING_DIRECTORY not set

14/06/2011 16:13:49.483[2224]: Failed to create Cache:WORKING_DIRECTORY not set

Thanks for any help you could provide to fix this issue or to explain why the Desktop policy doesn't work.

[Rob_Wilcox1 · Accepted solution]

You need to enable maximum logging (without Virtual Vault logging).  Those entries above aren't relevant, in my opinion.

[PaTryptik]

ok, I'll do so as soon as I'll hear about another occurrence of the issue.

Thanks

[Rob_Wilcox1]

Okay.

[Rob_Wilcox1]

Were you able to get any extra data PaTryptik ?

[PaTryptik]

Not yet.  I had ask our service center team to let me know if any user would report this issue, but haven't heard from them.  But it know it doesn't mean it isn't occurring, unfortunately.  I'll ask them again...

Thanks for following up !

[Rob_Wilcox1]

Okay - let's hope it's either "gone away", or comes back soon :)