Missing Icons from Outlook

[PJoy]

We have outlook2007 installed with EV Full client, EV policy is for showing the vault icons in outlook, still the vault icons are not appearing in the outlook? please advicee

[MichelZ · Accepted solution]

Hi

Some things to check/do:

- Is the User really enabled for archiving?

- Have you tried ResetEVClient.exe

- What EV Server/Client Version are you running

- Was the Policy recently changed to show icons? You might need to do a Mailbox Synchronize

/Michel

[HenkB]

Hi, We have the same issue with the EV icons not displaying in Outlook (only on some PCs). Until now I havent been able to find any common ground for PCs not working. It seems to be happening randomly on Vista / XP with Office 2003 (SP2) and Office 2007. I have had limited success with manual re-creation of Outlook profiles.

I have tried uninstalling / re-installing and running the ResetEVClient numerous times without any success.

Any help would be greatly appreciated.

We are running Exchange 2007 with Ent Vault 2007.

[HenkB]

Hi, I have also checked - the add-in is successfully installed on Outlook and displays in the add-in manager. E-Mails that are archived can be opened successfully - indicating that the client is working. The Vault icon toolbar itself does not display - also, the menu / tools / EV option is not available.

I need to configure offline availbility for some users, and it will be fairly difficult without the menu options available.

Thanks,

Henk 

[HenkB]

Another update...

I have managed to get some of the users working by manually re-creating the Outlook profiles on their PCs. This is a problem however since we can not re-create all profiles on site to get the archiving icons (toolbar and menu) to display.

Any assistance will be appreciated!

Thanks,

Henk

[Mr_Anderson]

Don't know if it will help you or not, but I had a user that only got one button, the "search vaults" button and running the Office Detect and repair gave him all his buttons when he restarted outlook after that.  He was running office 2003. 

[HenkB]

Thanks for the reply. I have tried the detect and repair option as well, with no luck...

[MichelZ]

Have you tried to kill the Windows Profile as well?

This might help, too.

As for the reasons, I'd suggest you to open a Case with Symantec, as this probably requires deeper knowledge.

If you want to continue troubleshooting, I'd suggest you raise the log level using Registry keys (as the buttons are not available to click :) ) :

 LoggingLevel   (DWORD):

HKEY_CURRENT_USER
 \SOFTWARE
  \KVS
   \Enterprise Vault
    \Client

Three levels of information can be logged:

• 0. Errors (default).

• 1. Information.

• 2. Tracing.

• 3. Tracing, with function calls.

Specifies the required level of logging from the Desktop environment to a log file.

The log file is created in the user's temp directory, with a filename of ev_client_log_timestamp.txt. A maximum of 20 log files is available (the oldest is automatically deleted).

Then post the log here.

(Try a logging level of "Information" to begin with)

/Michel

[HenkB]

Hi Michel,

Thanks for the reply. It seems to be an issue on the Outlook profile. Creating a new profile works on Outlook 2003. On Outlook 2007 - strangely - when creating a new profile, I have to select "Manual Configuration" of the profile. If the server and username fields are completed automatically by Outlook, no icons appear even though it is a new profile... (makes no sense to me).

What also doesn't make sense to me is the fact that this is happening on most (if not all) PCs. We have no custom / non-standard methods of installing Office 2003 or 2007...

I will enable the logging and post the results. I also agree, it seems that opening a case with Symantec would be the best idea at this stage. I was hoping that there would be a quick fix for this - and that someone else had the same issue.

Thanks,

Henk

[Merv]

Hi All,

We have the same issue here. Just logged a support case and waiting for a response. Anyway basically on EV 7.5 sp1, Exchange 2003 sp2 and Outlook Sp3.  Similar to the thread starter’s scenario ResetEVclient does not work on the users having this issue and we've been able to workaround this issue by creating a new outlook profile.

However thus far, for 1 user the problem came back. i.e. OL profile sorta got corrupted again and now he is unable to view the menu options(we've disabled icons).Recreating a third profile again resolves it albeit temporary fix as we do not know the root cause. 

As we gonna be rolling out EV across a larger group very soon we need a perm fix on this.  I'm wondering if besides a outlook profile issue could it be also a windows profile - am referring to this article now. However I'm not using roaming profiles. http://seer.entsupport.symantec.com/docs/287186.htm 

Any other suggestions?

Thanks,

M

.

[Merv]

think we've managed to resolved this - the trick was actually getting the logs w/o having to do the ctrl+shift thingy to get into the troubleshooting/diagnostic window. That was done via the registry changes.

Then i look at the logs and found this -

15/09/2008 16:53:19.812: Log file created (level 1).
15/09/2008 16:53:19.813: RPC over HTTP is enabled (flags = 3)
15/09/2008 16:53:19.815: Policy has disabled client from running when Outlook is configured to use RPC over HTTP
15/09/2008 16:58:19.083: Enterprise Vault desktop exited successfully
15/09/2008 16:58:19.084: Log file closed.

unticking the option "connect to my exchange mailbox using http" made the icons appear...

This also brought me to another thread - https://forums.symantec.com/syment/board/message?board.id=106&message.id=10764

So this is down to EV policy under advance> outlook

This adv settings has one which has an option  to "disables user extensions" under this setting "rpc over http restrictions". That's the default.

Other options under "rpc over http restrictions":

None - All Enterprise Vault client functionality is available when using RPC over HTTP. 

Disable Outlook Add-In 

(Default) - Connecting to Enterprise Vault using RPC over HTTP is not enabled in the Enterprise Vault client.  

Disable Offline Vault - Offline Vault is disabled when using RPC over HTTP. 

Disable PST Import - Client-side PST migration is disabled when using RPC over HTTP. 

Disable Offline Vault and PST Import - Offline Vault and client-side PST migration are disabled when using RPC over HTTP. 

 

Am doing some testing now to confirm this issue via changing my test policy and testing rpc over http now..before deciding if not to do the change in production.

[Oderus]

I'm posting my findings here because how I found the fix was because of this thread.

I enabled the verbose logging and I found this little snippet which sealed the deal.

" 25/11/2008 22:03:07.972[4436]: RPC over HTTP is enabled (flags = 35)
25/11/2008 22:03:07.972[4436]: ~DesktopCommon::UseRPCOverHTTP: 0x0
25/11/2008 22:03:07.973[4436]: Policy has disabled client from running when Outlook is configured to use RPC over HTTP"

If I disable HTTPS over RPC, it works. If I enable it, it breaks. Funny thing is that I am in the office so HTTPS over RPC doesn't prompt for a login because there's no firewall in between. I know it won't work over the internet but you would think it would recognize the connection as local because I don't get prompted.

Now I just gotta figure out how to get it working via ISA/HTTPS over RPC.

Cheers.

[Oderus]

Oops. Didn't see the second page.

Thanks Merv!!

[Parvaz]

Hi

Close outlook and office communicator (if you are using) make sure they are completely closed, you can check this from task manager.

First, launch Outlook using /cleanprofile and still no go then check in disabled items and you may find Valkyrie.dll to be disabled - You need to enable this.

Wait for sometime and relaunch outlook.

Regards,

[Parvaz]

Hi

The "archive explorer" icon and the "delete from vault" icon is missing. Where as the "update offline vault" and "search vault" icons are visible.

Outlook version is 2003.

user is on exchange 2007 server.

Any idea friends.

PS: I have tried to repair the EV client, reset EV client , also created a new profile but no go.

Regards,

[Merv]

if you can see some icons but not the rest it most definitely seems like a EV policy which is set against this mailbox. Go to EV Admin console and right click on exchange in the mmc and select the target exchange and click display policies assigned to mbx and then search for the mbx in question. Once you have determined the policy applied..go check the policy under advance then list settings for outlook and take note of the setting of archive explorer button / delete from vault. Is it set to hide both/menu only?

if not try using another client..outllook 2003..etc...

[Merv]

Hi there,

i came across the exact same thing just the other day. Rolling out EV to thousands of users and never came across this..everyone was basically on the same policy so I was stumped. Howeve the same troubleshooting steps which fixed the usual EV toolbar/menu options fixed this for the user.

Try to to a detect and repair default settings - no need to tick the option remove the users settings and rever to default.

Note: Ensure you have your office installation files handy or on some network drive you can easily map to as if the msi's are not stored locally or not found you will prompted to provide the path

Hope that works for you.

M 

[Gonza]

- Go to mail options
- Mail setup tab
- email accounts
- double click over the account
- click en more settings
- tab connection
- down in outlook anywhere uncheck connect to exchange using http...

restart outlook and done!!!