EV not creating shortcut icons in Outlook.

[New2EV]

I have a couple of users on our EV system where when a manual archive task is run against their exchange mailboxes,a shortcut is not created in Outlook, although the archived mail is searchable in Archive Explorer. When the scheduled task is run, the mail items remain in a pending state and never fully archive.

The users are on Outlook 2007 and  EV 8.0.5.1048.

Can you help?

Thanks

[Rob_Wilcox1]

I tried to look at the data, but, I'm not sure the client trace matches, or was cut off - please use an attachment to the post next time?

Issues?

08/08/2011 11:01:29.087[7196]: Environment:

08/08/2011 11:01:29.087[7196]:     Enterprise Vault Client 8.0.2.1693.0 (HTTP)

08/08/2011 11:01:29.088[7196]:     Microsoft Windows Server 2003 "R2"Standard Edition Service Pack 2 (Build 3790)

08/08/2011 11:01:29.089[7196]: Intel(R) Xeon(R) CPU           X5550  @ 2.67GHz x86 Family 6 Model 26 Stepping 4;

08/08/2011 11:01:29.090[7196]:     Microsoft Outlook 2003

08/08/2011 11:01:29.090[7196]: CDesktop::GetOLConnectionState: 0x0

08/08/2011 11:01:29.090[7196]:     Outlook Exchange Connection Mode: 1

08/08/2011 11:01:29.091[7196]: ~CDesktop::GetOLConnectionState: 0x0

08/08/2011 11:01:29.091[7196]:         [Exchange connection mode: Online (1)]

2003 R2 is not a valid client - have you tried from a workstation, rather than a server?

Notice the time gap between the client trace above, and the server trace below?

824    17:31:05.210     [7380]    (ArchiveTask)    <9044>    EV:L    :CArchivingAgent::ProcessItem() |Building the Exchange Archivable Item object using the Exchange Location object |

825    17:31:05.210     [7380]    (ArchiveTask)    <9044>    EV:M    CExchangeArchivableItem::BuildFromMAPIMessageEx - Entered Routine|

826    17:31:05.210     [7380]    (ArchiveTask)    <9044>    EV:M    (BlacklistedDLs) 'BlacklistedDLs' registry key not found. No DLs will be blacklisted.

827    17:31:05.210     [7380]    (ArchiveTask)    <9044>    EV:M    CArchivingAgent::PI_BuildObjectsFromMessage - GetMessageClass() returned 'IPM.Note.EnterpriseVault.PendingArchive.ArchiveMe' [0x00000000]

828    17:31:05.210     [7380]    (ArchiveTask)    <9044>    EV:M    CArchivingAgent::PI_CreateSaveset - entering function

829    17:31:05.210     [7380]    (ArchiveTask)    <9044>    EV:L    CStorageArchive::Create (Entry) |

832    17:31:05.319     [7380]    (ArchiveTask)    <9044>    EV:M    CSaveset2::get_Saveset (Entry)

833    17:31:05.319     [7380]    (ArchiveTask)    <9044>    EV:M    CSaveset2::get_Saveset (Exit). hr=Success  [0]

834    17:31:05.319     [7380]    (ArchiveTask)    <9044>    EV:M    CSaveset2::CreateNew (Entry)

.. just looking at the minutes I mean.

Also.. the above shows the item is being archived.

Later I see PostProcessing of the item take place, but I have no 8 SP 5 server to compare the trace with I'm afraid.

Anyway I hope that gives some clues?

[New2EV · Accepted solution]

In my case - zapping the account has solved the problem.

see link  - http://www.symantec.com/business/support/index?page=content&id=TECH35614

[Rob_Wilcox1]

Okay .. that's good... and bad... but in the end I'm glad you got to resolve it.  It would be fantastic to understand the route cause, but SOMETIMES the hidden messages just get screwed up (for no good reason).  Maybe that is what has happened here.

Anyway.. I'd suggest close monitoring to see what happens, and if you can reproduce it, then we're a-go again.