Enterprise Vault Client for Outlook 2007 Missing Icons, Toolbar, and Virtual Vault

[Symanteconnect]

Hi all,

I'm currently running Enterprise Vault 9.0.2 on English Windows XP SP3 translated into Traditional Chinese and have Office 2007 SP2 installed.

I installed my EV client not too long ago and everything was working fine, but then a day later my EV icons, toolbar, and virtual vault all disappeared.  Strangely enough, my coworker installed his client at the same time as me but was unable to see the icons, toolbar, and virtual vault at all.  I contacted the server adminstrators and they claim that there's no problem with the server, and that our branch was the only one experiencing problems with our clients.

I have verified that the Enterprise Vault add-in is installed in Outlook.

If this really is a client-side problem, how would I go about fixing it?

[JesusWept3]

Can you check whether Outlook Anywhere is enabled in your settings? By default the EV client is set to disable itself if outlook anywhere is detected, and that is a configuration setting on the EV server, but if you disable outlook anywhere then the client should load properly

[Symanteconnect]

Outlook Anywhere was enabled, so I disabled it, but doing that didn't seem to help.  After restarting my Outlook, I still can't see any icons, the toolbar, or my virtual vault.

Any other thoughts?

[JesusWept3]

It didn't reenable itself did it?? Any chance you can show us a copy of your EV client log? It will be located in your temp directory It would be in C:\documents and settings\username\local settings\temp\ It will be called ev_client_log*.*

[Symanteconnect]

No, I don't believe it reenabled itself.  The Connect to Microsoft Exchange using HTTP checkbox is still unticked.

My most recent EV client log is attached.  If you would like to see more of them please let me know.

[JesusWept3]

Okay, so the trace is simply sayin you're disabled but it also throws an error Can you run C:\Program Files\Microsoft Office\Office12\ScanOST.exe and see if maybe outlooks offline store has any issues, sometimes it fails to synchronize the hidden messages that dictate your EV settings If that doesnt work, contact your EV admins to ensure that you are properly provisioned and enabled as the EV client believes you are disabled

[Symanteconnect]

I ran the ScanOST and it didn't pop up with any errors, so I think my Outlook is fine.

Is there anything else that could possibly be wrong client-side?  The server admins are quite adamant that everything is okay on their end, so I either need to find a client-side solution or show them undeniable proof that there's something wrong server-side.

Thanks for all your help so far, by the way.  Much appreciated.

[JesusWept3 · Accepted solution]

Well the proof is right in your Client trace

02/08/2011 02:02:51.928[2456]: Log file created (level 1).
02/08/2011 02:02:51.929[2456]: LoadSettingsFromHiddenMessage com_error: 0x80004005
02/08/2011 02:02:51.930[2456]: An exception occurred: User is not enabled - hiding UI.

 It shows there that you are not enabled (maybe you're not provisioned correctly, maybe you got a new mailbox, maybe they disabled you etc)

Other threads that show the same error:
https://www-secure.symantec.com/connect/forums/ev-icons-outlook-not-working

There is also another issue that you may have gone over quota and EV hasn't been able to write the hidden message which the client uses to determine your archive settings and whether you're enabled

https://www-secure.symantec.com/connect/blogs/users-randomly-losing-buttons

So in that circumstance, make sure you are under your quota limit and ask them to manually synchronize your mailbox
They should have an error on the EV Servers with your username and an error such as 0x80004060c (Database Full)