04-02-2013 03:22 AM
hi
one user cannot retrieve an archived email from the vault
he gets this error when clickin on hyperlink in archived email
Symantec Enterprise Vault - Error
GetOnlineAttachmentFileSize 0x800710DD
i did a search for the email using archive search and found it and was able to open it from within the search tool. there does not appear to be an attachment apart from the pictures in the email signature
when searching using archive search this is the URL of the message
https://evserver-uk.domain.com/enterpriseVault/properties.asp?VaultID=17D8FC0512703B94982F0929BE280991A1110000evsite-uk%2Edomain%2Ecom&PVID=1B99ED65D10C87348BC63EDBC1C0A20B31110000evsite-uk%2Edomain%2Ecom&SaveSetID=201302282081721~201208311518490000~Z~D03BE66AEFB6DFBCB388E50859D43521
and this is the URL when clicking on hyperlink in the shortcut
https://evserver-uk.domain.com/EnterpriseVault/ViewMessage.asp?VaultId=1B99ED65D10C87348BC63EDBC1C0A20B31110000evsite-uk.domain.com&SavesetId=201302282081721~201208311518490000~Z~D03BE66AEFB6DFBCB388E50859D43521
it is in the business retention category which is to keep emails for 99998 years
storage expiry is not enabled on site level and is not ever run either.
many thanks
Solved! Go to Solution.
04-09-2013 06:50 AM
we discovered it had to do with the browser not prompting username and password and or recognising the existing username and password in the keychain (apple's location for remember user credentials etc)
the hyperlink worked fine locally on the server and using a different browser
just need to get hold of the users laptop to continue local troubleshooting
i guess the error message is not clear, it should have said you do not have permission to this archived item or something but instead it came up with the error in the subject of this posts
so looks like the EV server is fine and this is just 1 client issue for this particular shortcut/hyperlink
04-04-2013 10:52 PM
I would suggest you to get in tocuh with Support and they will help you to run the EVSR tool to see there isn't any data loss or any missing entries in the Vault store databases.
04-04-2013 11:44 PM
what happens when you try to restore the affected email?
04-09-2013 02:03 AM
i logged a case (awaiting response but only logged it just now)
when retrieving it using enterprisevault plugin in outlook 2010 it works fine (as it it opens the email after double clicking on the shortcut
problem is that the end users is using a mac and outlook 2011 and the ev helper and or relies on the hyperlink (it works fine for every other archived email we have tried to retrieve, just this 1 we seem to have a problem with)
will wait for EV tech support to help determine the cause and fix
thanks for your suggestions
04-09-2013 05:08 AM
04-09-2013 06:50 AM
we discovered it had to do with the browser not prompting username and password and or recognising the existing username and password in the keychain (apple's location for remember user credentials etc)
the hyperlink worked fine locally on the server and using a different browser
just need to get hold of the users laptop to continue local troubleshooting
i guess the error message is not clear, it should have said you do not have permission to this archived item or something but instead it came up with the error in the subject of this posts
so looks like the EV server is fine and this is just 1 client issue for this particular shortcut/hyperlink