EV9 The item could not be downloaded [OIOM] on Citrix

[Jaap_de_Koning]

Hello everyone,

We use EV 9.01 in combination with Outlook 2003 clients. Our environment is a mixed fat / thin client, with the thin clients connecting to Citrix / Powerfuse.

All of our fat clients have no problem opening attachments from archived messages, but on our citrix client we receive the dreaded error:

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

We receive these errors both when opening the shortcut in Outlook and when opening an item through the Archive explorer.

Does anybody have a clue what I'm doing wrong?

[GertjanA]

Hi Jaap,

Check this comment from MichelZ: https://www-secure.symantec.com/connect/forums/901-client-item-could-not-be-downloaded-oiom-80070005

Have you somehow set PSTDisableGrow registry key?

07/12/2010 09:54:26.835[ 196]: Unable to exempt PST's from PSTDisableGrow, make sure that 'PSTDisableGrowAllowAuthenticodeOverrides' registry key has been set...
 There is an error in the Client which might enable Vault Cache on the Client, and this requires the PSTDisableGrowAllowAuthenticodeOverrides key to work if the PSTDisableGrow key is set.

This might explain why the 7.5 client is able to open the shortcut, and the 9.0.1 one is not. (It might try to download to the Vault Cache first before opening) This is the only thing I can think of...

[Jaap_de_Koning]

Hi Gertjan,

I've looked at those documents but I think they only apply to Outlook 2007 or higher. We use Outlook 2003, in which the whole PST subkey in the registry is nonexistent.

[GertjanA]

Hello Jaap,

Sorry, overlooked that one..

Did you see http://www.symantec.com/docs/TECH49333 ?

What you might want to try is using the ev8.05 client on the citrix-server to see if you then also have that problem. If not, the issue is with the ability to create and grow a temporary pst file (needed by ev9.01)

Also see : http://robwilc.wordpress.com/2011/01/12/pstdisablegrow-and-the-enterprise-vault-outlook-addin-9-0-1/

[Jaap_de_Koning]

Thanks for your responce again Gertjan,

The DLL is copied, we ran into that one earlier ;)

I'll try the old client, just to see if that solves anything. What I do think is really strange, is that my fat clients (non-citrix) work perfectly. I've also tried monitoring with proces explorer, but no strange things there either.

[GertjanA]

Hi Jaap,

On the citrix server, using OL2010, check if you can create a PST file, and if you can add a message to that PST file. If you can, EV-client should work. If you can't, that is the problem.

GJ

[Rob_Wilcox1]

A client trace would be useful, but I suspect it's PSTDisableGrow being set.. either in the registry or via a GPO or something like that.

[Jaap_de_Koning]

Hi Rob,

Here's a client trace log.

I've doublechecked the PSTDisableGrow, and it is not present in the registry. I am now working through the GPO's to see restrictions are set there. I was unaware that this option could be set on Outlook 2003.

[Rob_Wilcox1]

yeah you can, there is a hotfix for Outlook 2003 .. not sure which one it is, but here is some associated info :

http://support.microsoft.com/kb/867807

Looking at your client trace now.

[Rob_Wilcox1]

The issue is we're unable to determine a path to create a temporary file in :

23/02/2011 13:03:10.187[9312]: ~DesktopCommon::GetEVTempPath: 0x80070005
23/02/2011 13:03:10.188[9312]: CDesktopPSTHelperBase::OpenNamedPST: 0x0
23/02/2011 13:03:10.188[9312]: CDesktopPSTHelperBase::AddService: 0x0
23/02/2011 13:03:10.203[9312]: ~CDesktopPSTHelperBase::AddService: 0x0
23/02/2011 13:03:10.204[9312]: CDesktopPSTHelperBase::OpenPST: 0x0
23/02/2011 13:03:10.204[9312]: CDesktopPSTHelperBase::ClosePST: 0x0
23/02/2011 13:03:10.204[9312]: ~CDesktopPSTHelperBase::ClosePST: 0x1
23/02/2011 13:03:10.205[9312]: CDesktopPSTHelperBase::ConfigurePST: 0x0
23/02/2011 13:03:10.214[9312]: ConfigureMsgService returned: 0x80070005
23/02/2011 13:03:10.215[9312]: CPSTHelper::OnError: 0x80070005
23/02/2011 13:03:10.215[9312]: ~CPSTHelper::OnError: 0x80070005
23/02/2011 13:03:10.215[9312]: ~CDesktopPSTHelperBase::ConfigurePST: 0x80070005
23/02/2011 13:03:10.216[9312]: ~CDesktopPSTHelperBase::OpenPST: 0x80070005
23/02/2011 13:03:10.216[9312]: CDesktopPSTHelperBase::RemoveService: 0x0
23/02/2011 13:03:10.221[9312]: ~CDesktopPSTHelperBase::RemoveService: 0x0
23/02/2011 13:03:10.221[9312]: ~CDesktopPSTHelperBase::OpenNamedPST: 0x80070005
23/02/2011 13:03:10.222[9312]: ~CPSTHelper::OpenTemporaryPST: 0x80070005
23/02/2011 13:03:10.223[9312]: ~CDesktop::CreateTempMsgEx: 0x80070005
23/02/2011 13:03:10.223[9312]: ~CDesktop::CreateTempMsg

I think you will need to look at permissions and so forth.  Unfortunately we don't trace out where that is (the temporary path location we are using).  I can try to find out though ...

[Jaap_de_Koning]

This sounds like something that powerfuse would do - its quite restrictive ;)

How do I find out this temporary path? I could check the rights on it.

[Rob_Wilcox1]

So the folder it's looking for is the users temp folder eg :

- 0x06a8f320 "C:\DOCUME~1\myusername\LOCALS~1\Temp\" wchar_t *

That's the TEMP environment variable from the looks of it.

[Jaap_de_Koning]

The only GPO that comes close to disabling something is the "prevent OST file creation".

I'm now in the process of having our AD admins disable it for me...

[Rob_Wilcox1]

I don't believe it's that.. it's the temp location.  First line of the trace that I showed...and I gave an example of the location.

We need to a) be able to get that from a Win32API call, b) be able to write to it.

[Jaap_de_Koning]

Thanks again for the quick reply Rob,

The account writing to the TEMP dir, is that the logged on user's account?

[JesusWept3]

yup, so just go to the user, have them open a command prompt (if they can) and do a SET command and see what Temp directory its been set to or do a CD %TEMP% or open a Windows Explorer and in the address bar put %TEMP% or Start -> Run -> %temp% etc

[Rob_Wilcox1]

What JW2 said.. but via the thin client who knows .. but there must be something on citrix/powerfuse that provides this temp variable to applications it "remotes" out.

[Jaap_de_Koning]

but... I don't know what powerfuse does.

My Citrix collegaue is now working to get me a desktop without the powerfuse layer, to see if that resolves it.

to be continued.

[Jaap_de_Koning]

But I've been able to test on a Citrix box without Powerfuse.

Completely solves the problem, so at least we have it located now. From what I can see, whenever you open an item EV creates a "Enterprise Vault" directory in the TEMP location. It seems Powerfuse somehow does not allow this.

Digging further, I'll keep the forum updated.

[Rob_Wilcox1]

Awesome work .. keep us informed.