No Access to Archive Explorer in Outlook

[Marcde]

Hello, 

we are facing an issue on customer side. Customer uses EV 9.0.4 and a combination of Outlook add-In  9.0.4.1125 and 10.0.4.1354 in an citrix environment. It shines that Outlook users with Add-In 10.0.4.1354 are unable to open Search/ArchiveExplorer in Outlook. The Desktop Setting "Launch Archive Explorer" is set to "In Outlook". When Clicking the ArchiveExplorer/Search button it displays the information in the attached screenshot. Manual Archiving /Retrieval is working and direct access to AE/Search with Internet Explorer also works. 

Clienttrace shows the following information:

15/04/2015 11:30:36.979[39376][L]: ActionWebCommon<0>::LaunchURLInOutlook: 0x0
15/04/2015 11:30:36.979[39376][M]: Launching EV web application in Outlook: http://<evserver>.domain.de/EnterpriseVault/archiveexplorerui.asp?server=Exchange&mbx=SMTP:user.user@domain.de&outlook=12

following

15/04/2015 11:30:36.994[39376][L]: ~LaunchURLUsingWebControl::GoToURL: 0x80004005
15/04/2015 11:30:36.994[39376][L]: ~ActionWebCommon<0>::LaunchURLInOutlook: 0x0
15/04/2015 11:30:36.995[39376][L]: ~ActionWebArchiveExplorer<class ECETraits>::OnAction: 0x0
15/04/2015 11:30:36.995[39376][L]: ~Action<class ActionWebArchiveExplorer<class ECETraits>,class ECETraits,1>::operator ()
15/04/2015 11:30:36.996[39376][L]: ~CCommands::DoArchiveExplorer: 0x0
15/04/2015 11:30:36.996[39376][H]: A COM error exception has been caught: 80004005
15/04/2015 11:30:36.996[39376][L]: ~CCommands::DoCommand: 0x80004005

I've taken a look at https://www-secure.symantec.com/connect/forums/ev-1004-outlook-add-unable-view-anything-search-vaults-or-ae where RichardG says 

"The EV add-in now uses a hidden folder and sets the home page URL on that folder to point at the appropriate EV web app."

But the solution mentioned here does not solve this issue. 

Customer also checked the steps from

http://www.symantec.com/docs/TECH223437 and

http://www.symantec.com/docs/TECH194935 without success.

Has anyone seen this before?  

[AndrewB]

in an effort to try and keep things simple here, if you're on EV 9.0.4 and it works with the 9.0.4 client then why are you using the 10.0.4 client?

[Marcde]

Customer is going to upgrade to EV 11 in the next few weeks/days. So we will need a 10.x.x or higher client. Are there any additional steps we could take or should we wait to see if the EV update solves this problems? 

[Patti_Rodgers]

Well to be fair, Archive Explorer is on the down slope beginning in EV11 and will be phased out as you roll out the new EV Search. Users will have one or the other so don't have to switch everyone at the same time, but once the user is provisioned for the new search, no more AE for them.  Which is not at all to say "don't troubleshoot this" but rather, make sure you are not investing more time than you need, given the change in behavior upcoming.

[AndrewB]

good point. the fact that they're upgrading to EV11 changes things from the question in the original post.

[Marcde]

Thanks Patti for your input. 

Just got the informationen that an update from EV 9.0.4 to 10.0.4 CHF3 takes place the next few days and that the update to EV 11/11.0.1 will be scheduled later this year. 

We are going to test the behavior after the update to 10.0.4 - Maybe with a newer client. 

Will update you as soon as the tests are finished. 

[Marcde]

Hello, 

customer updated to EV 10.0.4 CHF3. - Problem still persists.

Is there anything we could do here or do you know further troubleshooting steps? 

[Marcde · Accepted solution]

Hello,

we found out that deactivating the web-field(1) solves the problem for the customer. 

I've attached a screenshot showing this both elements. 

Thank you for your help. 

Kind Regards

Marc