Showing results for 
Search instead for 
Did you mean: 

Outlook Show "Enterprise Vault is unable to retrieve this archived item. "

Level 4


Please be informed that some of our users report that the message "Enterprise Vault is unable to retrieve this archived item. There was a problem opening this item. Try again later" will show when they retrieve the archive in VV.

This issue can be fix after reset the vault and it will happen again a few month.

Our EV server version is version Version: and our client version 32 bit Outlook 2010 & 64 bit Outlook 2016. The Client agent is v12.2.0.1437

May i have any suggestion?






Level 4


I also have the message "Database fragmentation levels" from EV server as below: is it cause this issue?


41561 Fragmentation warning for indexes of 'EVVSFileVaultStore2_9' on SQL server instance 'EVDBserver'.

2 table(s) have one or more indexes with a fragmentation level of more than 30%.

The 'EVVSFileVaultStore2_9' database is crucial to the operation of Enterprise Vault.

High levels of fragmentation reduce the performance of Enterprise Vault.


The could be linked. If the retrieval request SQL times out then that could be explained by the SQL fragmentation. Run this script on your EV SQL server and look at the Fragmentation percentage of each index, anything greater than 30% is not good according to Microsoft.

If you do have heavy SQL fragmentation then you should run a SQL maintenance task that at least has the following tasks:

Rebuild Index

Update Stats

SELECT dbschemas.[name] as 'Schema', dbtables.[name] as 'Table', dbindexes.[name] as 'Index', indexstats.avg_fragmentation_in_percent as 'Fragmentation', indexstats.page_count as 'PageCount' FROM sys.dm_db_index_physical_stats (DB_ID(), NULL, NULL, NULL, NULL) AS indexstats INNER JOIN sys.tables dbtables on dbtables.[object_id] = indexstats.[object_id] INNER JOIN sys.schemas dbschemas on dbtables.[schema_id] = dbschemas.[schema_id] INNER JOIN sys.indexes AS dbindexes ON dbindexes.[object_id] = indexstats.[object_id] AND indexstats.index_id = dbindexes.index_id WHERE indexstats.database_id = DB_ID() ORDER BY indexstats.avg_fragmentation_in_percent desc

Realise the value in Enterprise Vault. ->



Realise the value in Enterprise Vault. ->

Hi Gfry,

Thanks for your information, for workaround solution, is it can avoid the Fragmentation percentage over 30% if i restart the EV service in DB service? Because rebuild index may take some time.


I doubt a service restart will help if the retrieval issues are really caused by SQL fragmentation.  Do you know if you have a schedule maintenance plan running against the EV databases?

You should be able to run a SQL index rebuild without taking SQL offline.  Performance wont be amazing, but that probably doesnt really matter as users cannot retrieve anyway.


Realise the value in Enterprise Vault. ->

You should also have a look at the EV event logs and see whats going on in there as well.......

Realise the value in Enterprise Vault. ->