EV Outlook Client throws error "Not compatible with EV Server"

[gafoorgk]

We implemented EV in our corporate network for archiving emails. Out of 20 users we enabled archiving, 3 users reported EV Outlook Client throwing error saying it's not compatible with EV Server. All others have got things working as expected.

What options do I have to troubleshoot this issue.

Thanks ☺️

[gafoorgk]

Also, these users are not able to access their archive. Whenever archive is browsed using URL https://<servername>/EnterpriseVault/Search/Shell.aspx, error page is shown saying "You do not have access to archives. If the problem persists, contact your Enterprise Vault Administrator"

Not having access could be the issue mentioned in the first post. How can I troubleshoot this issue?

Thank you

[gafoorgk]

Here is the warning message I see for the user in Event Viewer

User 'Domain\user' does not have permission on any archive.

For more information, see Help and Support Center at http://telemetry.community.veritas.com/entt?product=ev&language=english&version=12.1.0.0&build=12.1....

[Marcde]

can you go a bit more in detail about the versions you are using on the ev-server, the add-in version as well as the operating system of the clients and the outlook version?

Based on the second error you are mentioning I assume you are using EV 11/11.01 ?

There was a bug that got solved in 11.0.1 CHF3 and EV 12:

Users receive 'You do not have access to archives' and can no longer open Enterprise Vault Search

https://www.veritas.com/support/en_US/article.000081195