01-10-2013 07:00 AM
I have a user whereby after installing the EV client add-on for MS outlook 2010, the EV tab does not appear in the toolbar of outlook.
how do I enable the EV add-on to appear ?
Under Outlook Options Add-in, I can see that EV add-on is already installed, but it does not show up in the Outlook Home Tab.
Solved! Go to Solution.
02-06-2013 04:09 AM
01-10-2013 07:05 AM
What version of EV you are using?
Have you checked the below article
http://www.symantec.com/docs/TECH57070
01-10-2013 07:44 AM
Hi
If the above technote does not help resolve this issue, I thought that I would mention that I am currently investigating a similar sounding issue in Engineering with the 10.0.2 Outlook client
This issue has a very specific and bizarre behavior whereby setting the EV Client logging level to 2 or 3 does allow the client to load, but when set to 1 or 0, it fails with 'Unknown exception occurred' appearing in the client log
So it may be worthwhile troubleshooting your client by enabling and reviewing the client logs
- Set the logging level in the regkey HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client\LoggingLevel
- View the reports in %temp%
If logs are generated, and you can verify that your client displays a similar behavior to that which I describe above (i.e. if you set the regkey to 3, does the client load OK), then open a Support case and request that it is cross referred to the open case I am working so that you can be kept informed of its progress
If you get logs but not the behavior I mention above, then posting those logs back to the forum might help provide other pointers to what is occurring
Regards
Paul
01-10-2013 05:47 PM
we are using EV 9.03
01-10-2013 06:17 PM
not very sure what this steps refers to ?
is it on the EV portion or outlook client side
1. Confirm the Mailbox is enabled for archiving.
2. The icons may be hidden via the Mailbox Policy settings.
a. Within the Properties of the Mailbox Policy, click the Advanced tab.
01-11-2013 12:03 AM
It's on the EV server .
02-06-2013 02:55 AM
Thanks Paul!
Since upgrading to EV10 we rolled out the new client 10.0.2, then recently 10.0.3 and half our staff have lost the Outlook icons!!
It's been driving me mad trying to diagnose this looking by dtracing and looking at the client logs and get a very unhelpful error. Increasing the logging mode to 2 fixed it for most, but 3 fixed it for all.
This is a very annoying bug that must be fixed by Symantec, if they could please?
I've logged a call with our support company who will inturn log it with Symantec. Hopeflly a fix will come soon.
02-06-2013 03:10 AM
02-06-2013 03:12 AM
02-06-2013 03:23 AM
Very interesting Paul, thanks.
Your reply does make sense to our enviornment. We have recently upgraded our users to Win7 64bit from WinXP 32bit, and those are the users who are experiencing this issue. So downgrading is not really an option for us, as is upgrading to Outlook 2010 as this is major change for us - we currently run Outlook 2007 32bit
My current fix is the LoggingLevel reg key, however as you say if we can change the Remove PST setting to 0, that would be a much simplier change to implement - this I test shortly
Can I just confirm. We do not use EV for automatic PST ingestion (we have 3rd party tools or occasionally do it manually through EV Import PST). With our current setting for Remove PST entries set at 1, if we change this to 0, it will not affect any of that archiving? It will simply not remove the PSTs if we archive automatically through EV?
Also Symantec have recently released SP3 for EV10. Is this bug fixed in that version or will there be an additonal hotfix/SP?
Thanks
02-06-2013 03:24 AM
Thanks Paul, just saw your other reply with the article
02-06-2013 04:09 AM