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

Y1251
Level 4

Hi,


I'm using outlook 2019 with ev add-in 14.1. we will show the archive email using Virtual Vault in Outlook.


Some time the message will show "Enterprise Vault is unable to retrieve this archived item. There was a problem opening this item. Try again later." when we check the archive email. it will resume after restart the Outlook and the issue will happen around 1 month later. I also have a laptop and it didn't show this error


May I know is any way change chase the root cause and prevent it happen?
thx

4 REPLIES 4

Y1251
Level 4

more info:

When I check the client log there is log of message "PR_MESSAGE_FLAGS, PT_LONG, 0x00000011"

03/02/2022 05:31:20.852[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]    : PR_MAPPING_SIGNATURE, PT_BINARY, cb:16 lpb:7D16A774370CDF408B1BE78EE1974B76

03/02/2022 05:31:20.854[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]    : PR_MESSAGE_FLAGS, PT_LONG, 0x00000011

03/02/2022 05:31:20.855[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]   : PR_MESSAGE_CLASS, PT_UNICODE, IPM.Note

03/02/2022 05:31:20.857[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]    : PR_STORE_SUPPORT_MASK, PT_LONG, 0x0EA53F7D

03/02/2022 05:31:20.858[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]: UNKNOWN(0x004B000A), PT_ERROR, MAPI_E_NOT_FOUND

03/02/2022 05:31:20.859[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]    : PR_ACCESS_LEVEL, PT_LONG, 0x00000001

03/02/2022 05:31:20.861[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]: UNKNOWN(0x8009000A), PT_ERROR, MAPI_E_NOT_FOUND

03/02/2022 05:31:20.862[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]    : UNKNOWN(0x8009000A), PT_ERROR, MAPI_E_NOT_FOUND

03/02/2022 05:31:20.863[4988][L]: EVMSP: <RE: [mail subject [Prop<struct IMessage>::GetProps]: UNKNOWN(0x80DE000A), PT_ERROR, MAPI_E_NOT_FOUND

GertjanA
Moderator
Moderator
Partner    VIP    Accredited Certified

Hello,

Your issue = MAPI_E_NOT_FOUND

This sometimes happens if Outlook remains open too long, or has performed a lot of activity. In theory, if you close Outlook at the end of the working day, this error should not occur. As you have 14.1, I assume you have support, so you might want to open a support case at Veritas.

Regards. Gertjan

Hi Gertjan,

Thanks for your reply. May I know to check "performed a lot of activity." in client outlook?

thanks

GertjanA
Moderator
Moderator
Partner    VIP    Accredited Certified

Hello,

It is basically sending/receiving a lot of mail, causing MAPI connections to build up. sometimes these connections are not (properly) closed automatically, causing the issue you see. If you really need to/want to get to the bottom of this, you need to raise a support case. VRTS support will assist in properly troubleshooting and hopefully resolving the issue for you.

Regards. Gertjan