Move archive, one mail fails, look like to many recipients

[FreKac2]

Hi there,

Got an e-mail that causes problem during a move archive.

Essentially it's causing problem no matter what.

Did a dumpsaveset which is successfull, but Outlook can't open it, complains about not enough memory.

Have tried it on several servers including my normal Outlook client.

When doing a search I find it but I still can't open it.

Looking at the index results I can see thousands of recipients in the results, so I guess that is the root cause of the problem.

But the move fails, saw another thread about adding the error (0x8004011b) as a non-fatal error in the config file.

The question is if there is anything else to test with this email ?

Cheers

Fredrik

[JesusWept3]

If thats the issue then you need the Recipients Max registry key

Outlook 2003: http://support.microsoft.com/kb/948074
Outlook 2007: http://support.microsoft.com/kb/952295
 

[JesusWept3 · Accepted solution]

For Outlook 2003 SP3 you will need to download the following hotfix:
http://support.microsoft.com/kb/948073

For Outlook 2007 you will need to download the following hotfix:
http://support.microsoft.com/kb/951995

If you have hotfixes that already include these changes, you will not be able to install the hotfix and it will just give you an error saying that later items already exist, if thats the case just add the registry keys

The registry key that you need to add is an HKEY_CURRENT_USER, so when you set this on the Enterprise Vault server, you MUST be logged on as the EV Admin/VSA account , otherwise it will apply to the wrong person.

Open up your registry editor and go to
HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Options\Mail

Create a new DWORD called "RecipientMax" and assign it a value, by default is set to 2048, so set it to a larger number, if you know exactly how many recipients it has, then set it to that, otherwise keep increasing it until it works.

Set this on both the source and target EV Servers

[FreKac2]

Thanks JW2,

Will check this tomorrow, I'll update the thread with the results.

[FreKac2]

Don't seem to work, even tried 0xffffffff so aprox 4 bilion Recipients, still no go to open the item.

Kind of suprised that EV was able to archive it.

May not be the recipients either but that was kind of what stuck out when I saw the search results.

[JesusWept3]

I'd be genuinely shocked if it's not that issue Ok so first question is what version of outlook are you using? Did the patch get installed correctly or did it say a later version is already installed? Did you make sure you're not having GPO rules applied? If that's the case the registry key needs to be placed else where Have you tried to open the item since the changes? Were you logged in as the EVAdmin and placed it in the HKCU? It probably archived when you had an older version of outlook installed that never had the recipientMad key in place Next steps if all the above is correct is to get a procmon log to make sure it's definitely reading the RecipientMax key and maybe open a case with MS

[FreKac2]

Hi JW2,

Since we are running EV9.0.2 against Exchange 2010, it's Outlook 2007 SP2 + hotfix.

The hotfix you refered to just stated "The expected version of the product was not found" during install.

I'm looking at the problem above at the moment, can't seem to find if the hotfix is part of SP2 or not.

The only GPO applied is the Default Domain Policy but have no idea what it's set to at the moment.

Yes, I was logged in as the service account.

Yes, I tried to open the item afterwards.

The version of Outlook have been the same for this customer from the start.

[JesusWept3]

you know, i actually have a sneaking suspicion that the RecipientMax fix was removed from the performance hotfix, as i've had similar issues (to be fair only one or two email) that WOULD open before the perfhotfix and would NOT open after it was installed.

Any chance you could do the following test on any old machine?

1. Install Outlook 2007 + SP2 with no hotfixes
2. Test to see if the item opens, it shouldn't, it should error
3. Add the RecipientMax registry key and try and open again, it should still error
4. Install the SP2 hotfix listed above and attepmt to open the item, it should open just fine now
5. Install the SP2 performance hotfix that your servers have, does the item open or does it error?

It could possibly be that you need to install Outlook 2007 SP2 + RecipientMax hotfix and THEN the performance hotfix, because it may be replacing code that the performance hotfix doesn't contain

[FreKac2]

Did a quick test by copying the mail from the dumpsaveset to an old VM with Outlook 2003, it opens fine.

Going to uninstall outlook 2003 and install outlook 2007 and see if that still works or not.

I checked the file versions against the hotfix and the hotfix version numbers are way back compared to the ones installed.

[FreKac2]

Installed Outlook 2007 added the recipient hotfix (installed correctly) add the regkey's with 0xffffffff still no go.

Though using 2003 it works.

[JesusWept3]

ok so it sounds like a call for microsoft unfortunately, just as a matter of interest, do you know how many recipients there are? have you tried setting it something like 15,000? i guess theres a possibility in the fix that 0xfffffffff is an out of bounds range where it falls back to the 2048 regardless

Also remember if you use GPO/Policies for outlook, you will need to set the regkey in a different place

[FreKac2]

JW2, haven't had time to look at this until today.

Will ask the customer to start a MS case unless they deem this mail to be unimportant :)

It's more or less internal spam so.

The number of recipients are 2312, have tried with lower values for the RecipientMax (e.g. 4096).

When trying to open it without the regkey it just states that it can't open the message, with the key in place it states out of memory.

So it's definately checking the key at least :)