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Error seen when opening an EV shortcut

Level 2

I'm having trouble with our 3rd party add-in buttons being available when opening EV shortcuts and replying or fowarding them.  We tried the below reg key which works on some clients, but not all clients.  I can't seem to find the common element here that causes the error below.  Our policy is set to download messages in .msg format

[HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client]


With this key in place, some clients do see the add-ins and some don't. I thought it had something to do with cached vs. non-cached mode, but I have tested on PC's working in both modes sucessfully.  Any insight anyone can provide would be greatly appreciated.

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Level 6
Partner Accredited Certified
version of client? version of server? client trace?