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Problem opening message archived - EV 6.0 sp3

Level 5
Opening shortcut in outlook 2003 sp2 or owa 2003, it's open only shortcut, not original item.
I see EV Description: This Item was archived by Enterprise Vault on +Date+ . There was an error loading this item -- some functionality may not be available.
If I search manually the original item by SaveSetID, I found it!
If I search the original item in my web browser, I don't found it.
In this moment 3 users are affected by this problem. There are 20% of its items with the error.
I try IndexVolumeReplay.exe utility, but I don't found any problem.

What can I do?


Level 4
You need to doubleclick on the banner that says:
"There was an error loading this item -- some functionality may not be available."
And see if a more specific error is generated. It may simply be a hex code or a more specific error.

Level 5
If I doubleclick on the banner, it show a messagebox "L'oggetto richiesto non � pi� presente nel vault.". Traslating in english it would say: "The required object is not long present in the vault".

Any idea?

Level 4
How are you searching for the Saveset ID?
You need to go out and look for the corresponding .DVS file on disk.
If it's not there, that would explain your error.
(Ofcourse, if you are storing to a Centera, the process will be different.)

This is the process you would follow, if you are storing to an NTFS partition and are not using CAB files with NTFS Collections.

If using CAB files with NTFS Collections you'd have to go into SQL and find out what CAB the .DVS file is located in first.

So, assuming you are on an NTFS partition and not using NTFS Collections:

Highlight an archived item within Outlook that you would like to know the exact, archived location for.

Hold down the Ctrl/Shift Button and click on one of the Enteprise Vault Icons on the Toolbar.

This will bring up an Enterprise Vault Diagnostics Window
Click on Vault Information
Scroll down to the bottom of the page and you will see a SavesetID listed

Saveset ID 298000000000000~200312170315230000~0~EE6957C46EA94C3199356A3634B3FD9

After the second ~ the location will be identified. Obviously, your location will be different than the one specified here.

Go to the Vault Store Partition Directory on disk and drill down to the following path:


Within the following folder structure you will see the corresponding, DVS file.

Level 5
I've just try this method!
I find corrispondent SaveSetID (or a part of it, such as ~yyyymmdd...) and I search it in NTFS partition.
I found it as single file .DVS or as a .DVS in a Collection .CAB
I can manually find the original item, but if I doubleclick one shortcut with the problem in outlook or owa I've the error...
The problem exists in various archiving date, in casual mode.

Level 6
When you have found the .DVS file, if you double-click it does it open ok?

Would be worth setting client tracing (ctrl+shift, click on an ev icon, set to level 4, close and restart Outlook). Then double click on a shortcut, once it fails to open go back into the client trace and paste the content here.

Level 5
Here's the log:

02/02/2007 07:22:33.365: Desktop Setting: WebAppURL
02/02/2007 07:22:33.365: No Value
02/02/2007 07:22:33.366: ~CDesktop::GetSetting: 0x1
02/02/2007 07:22:33.366: CDesktop::GetSetting: 0x0
02/02/2007 07:22:33.366: CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:33.367: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:33.367: Desktop Setting: DefaultWebAppURL
02/02/2007 07:22:33.367: Value:
02/02/2007 07:22:33.368: ~CDesktop::GetSetting: 0x0
02/02/2007 07:22:33.368: ~DesktopCommon::GetWebAppURL: 0x0
02/02/2007 07:22:33.369: DesktopCommon::GetDownloadFormatParams: 0x0
02/02/2007 07:22:33.369: ~DesktopCommon::GetDownloadFormatParams: 0x0
02/02/2007 07:22:33.369: CDesktop::get_Setting: 0x0
02/02/2007 07:22:33.370: CDesktop::GetSetting: 0x0
02/02/2007 07:22:33.370: CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:33.371: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:33.371: Desktop Setting: NoPSTDependency
02/02/2007 07:22:33.371: No Value
02/02/2007 07:22:33.372: ~CDesktop::GetSetting: 0x1
02/02/2007 07:22:33.372: ~CDesktop::get_Setting: 0x1
02/02/2007 07:22:33.372: CStore::get_Offline: 0x0
02/02/2007 07:22:33.373: ~CStore::get_Offline: 0x0
02/02/2007 07:22:33.373: CDesktop::get_Setting: 0x0
02/02/2007 07:22:33.373: CDesktop::GetSetting: 0x0
02/02/2007 07:22:33.373: CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:33.374: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:33.374: Desktop Setting: DefaultDoubleClickView
02/02/2007 07:22:33.375: Value: 0
02/02/2007 07:22:33.375: ~CDesktop::GetSetting: 0x0
02/02/2007 07:22:33.375: ~CDesktop::get_Setting: 0x0
02/02/2007 07:22:33.376: Downloading from:
02/02/2007 07:22:33.377: ::CInternetReconnect
02/02/2007 07:22:33.378: ::CInternetReconnect - refCount : 0
02/02/2007 07:22:33.378: ::IsInetOffline
02/02/2007 07:22:33.378: ~::IsInetOffline
02/02/2007 07:22:33.378: ~::CInternetReconnect
02/02/2007 07:22:33.384: CThreadManager::Add thread THID=3504
02/02/2007 07:22:33.390: CShortcutItem::Display returns: 0x0
02/02/2007 07:22:33.390: CDownloadSTA::MakeCallback: 0x0
02/02/2007 07:22:33.391: ~CShortcutItem::Display: 0x0
02/02/2007 07:22:33.432: Downloading:
02/02/2007 07:22:33.434: CDownloadSTA::DoDownload: 0x0
02/02/2007 07:22:33.435: CThreadManager::Add thread THID=2588
02/02/2007 07:22:33.436: CDesktop::GetSetting: 0x0
02/02/2007 07:22:33.436: CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:33.437: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:33.437: Desktop Setting: DOWNLOADSHORTCUTHIDEPROGRESS
02/02/2007 07:22:33.438: Value: 3
02/02/2007 07:22:33.438: ~CDesktop::GetSetting: 0x0
02/02/2007 07:22:33.438: Download progress dialog delay set to 3 seconds.
02/02/2007 07:22:33.761: CDownloadBytes::Complete
02/02/2007 07:22:33.761: CDownloadBytes::End
02/02/2007 07:22:33.761: Waiting for DownloadBytes thread, THID=2588 to exit
02/02/2007 07:22:33.761: ~CDownloadBytes::Complete
02/02/2007 07:22:33.762: CThreadManager::Remove thread THID=2588
02/02/2007 07:22:33.763: ~CDownloadBytes::End
02/02/2007 07:22:33.763: ~CDownloadSTA::DoDownload: 0x80004005
02/02/2007 07:22:33.764: CShortcutItem::Callback: 0x0
02/02/2007 07:22:34.297: CDesktop::FinalConstruct: 0x0
02/02/2007 07:22:34.297: Connections now on Desktop object: 4
02/02/2007 07:22:34.298: ~CDesktop::FinalConstruct: 0x0
02/02/2007 07:22:34.298: CDesktop::get_Setting: 0x0
02/02/2007 07:22:34.298: CDesktop::GetSetting: 0x0
02/02/2007 07:22:34.299: CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:34.299: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:34.299: Desktop Setting: NoUpgrade
02/02/2007 07:22:34.300: No Value
02/02/2007 07:22:34.300: ~CDesktop::GetSetting: 0x1
02/02/2007 07:22:34.300: ~CDesktop::get_Setting: 0x1
02/02/2007 07:22:34.303: CDesktop::OpenStore: 0x0
02/02/2007 07:22:34.311: CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:34.311: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:34.312: ~CDesktop::OpenStore: 0x0
02/02/2007 07:22:34.314: CStore::OpenShortcut: 0x0
02/02/2007 07:22:34.319: CShortcutItem::ReadItemProps: 0x0
02/02/2007 07:22:34.330: ~CShortcutItem::ReadItemProps: 0x0
02/02/2007 07:22:34.331: ~CStore::OpenShortcut: 0x0
02/02/2007 07:22:34.331: CDesktop::get_Setting: 0x0
02/02/2007 07:22:34.331: CDesktop::GetSetting: 0x0
02/02/2007 07:22:34.332: CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:34.332: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:34.332: Desktop Setting: DefaultDoubleClickView
02/02/2007 07:22:34.333: Value: 0
02/02/2007 07:22:34.333: ~CDesktop::GetSetting: 0x0
02/02/2007 07:22:34.333: ~CDesktop::get_Setting: 0x0
02/02/2007 07:22:34.334: CDesktop::get_Setting: 0x0
02/02/2007 07:22:34.334: CDesktop::GetSetting: 0x0
02/02/2007 07:22:34.334: CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:34.335: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
02/02/2007 07:22:34.335: Desktop Setting: DefaultWebAppURL
02/02/2007 07:22:34.336: Value:
02/02/2007 07:22:34.336: ~CDesktop::GetSetting: 0x0
02/02/2007 07:22:34.336: ~CDesktop::get_Setting: 0x0
02/02/2007 07:22:34.337: CShortcutItem::Display: 0x0
02/02/2007 07:22:34.337: CShortcutItem::Display...Return Last Failed error: 0x80004005
02/02/2007 07:22:34.344: ~CShortcutItem::Display: 0x0
02/02/2007 07:22:34.399: ~CShortcutItem::Callback: 0x0
02/02/2007 07:22:34.408: ~CDownloadSTA::MakeCallback: 0x0
02/02/2007 07:22:34.421: CDesktop::FinalRelease
02/02/2007 07:22:34.421: Connections left on Desktop object: 3
02/02/2007 07:22:34.423: Deleting CComCallback thread THID=3504
02/02/2007 07:22:34.424: ::~CInternetReconnect
02/02/2007 07:22:34.424: ::CInternetReconnect - refCount : 0
02/02/2007 07:22:34.425: ::IsInetOffline
02/02/2007 07:22:34.425: ~::IsInetOffline
02/02/2007 07:22:34.426: ~::~CInternetReconnect
02/02/2007 07:22:34.426: CComCallback: calling CoUninitialize, thread THID=3504
02/02/2007 07:22:34.427: CComCallback: CoUninitialize completed, thread THID=3504
02/02/2007 07:22:34.428: CThreadManager::Remove thread THID=3504
02/02/2007 07:22:34.429: CThreadManager: Last thread removed
02/02/2007 07:22:39.505: CCommands::DoCancelArchiving: 0x0
02/02/2007 07:22:39.506: CDesktop::GetOLConnectionState: 0x0
02/02/2007 07:22:39.506: Outlook Exchange Connection Mode: 1
02/02/2007 07:22:39.506: ~CDesktop::GetOLConnectionState: 0x0
02/02/2007 07:22:39.507: Exchange connection state: 1



Level 6
CShortcutItem::Display...Return Last Failed error: 0x80004005

That makes me think you've got a mapi or DCOM problem. Try changing the client from the full to the lite (self-installing option on the policy/advanced settings) to see if using http gets you higher joy. I'm betting it won't tho, cause I think the problem is more likely in the way the vault is communicating to the exchange server. I'd try modding the system mailbox, and re-verifying the VSA acct permissions.


Level 5
I've changed the client with the administrative permission, but the problem remains.
I've moved mailbox in another mailbox store, but the problem remains.
I've re-verified the VSA account permission, but it's ok.
I've create a secondary account who can read one mailbox with the problem, but the problem remains.

As I already wrote, some mail have the problem, but not all !!!

I dont' see the solution...

Level 5
Searching in Enterprise Vault Events I find the message:

06/02/200714.31.17Enterprise Vault WarningArchive Task 3337N/ASEVAVIVV01"Enterprise Vault has detected an instance of mailbox DN reuse.
Default Vault Id:
Exchange Server: SEXCVIVV01
Enterprise Vault detected that a mailbox enabled for archiving had been deleted from Exchange and another was subsequently created with the same DN.
A fresh entry will be added to Enterprise Vault for the new mailbox.

What mean?

Level 5
If I search archived items on my file system I find:
ref. items which don't open correcty: only a file with extension dvs in a collection
ref. items which open correcty: a file .dvs in a collection and a file .archdvs out the collection.

Any idea?

Level 4
Hello Nicola,

You say this error you receive happens for some items, but not all.
Does that mean that some users who are getting this error, when they doubleclick on other items within their mailbox, they come up fine? Or does a user who experiences this problem, get the error on all archived mail messages all the time?

I would recommend opening a case with support at this time.

The fact that some of the items have a .dvs and .archdvs file, simply means that the file has been accessed recently. When a dvs fie is extracted from a .CAB to be viewed, a temporary, .archdvs file is created.

Since you have been able to find the .dvs file, and it appears to be in the right location, the question is, why would EV think the file is not there? Perhaps it's because it's not pointing to the correct location, or associated with the correct CAB in SQL?

Is the ArchiveID and the DefaultWebAppURL listed the same for the shortcut items that retrieve correctly and those that do not?

To find the item in the Saveset table, see below:

1. In troubleshooting Enterprise Vault, it is important to know how archived items are referenced in SQL.
This can be determined by the ID.

Id: 818000000000000~200608161654500000~0~5897B02F698742588F202B3E4CDD96D

The of an item can be obtained by holding down Crtl/Shift while highlighting an archived item in Outlook, clicking on an EV icon on the toolbar, then selecting the Vault Information tab. The will be listed at the bottom. Copy the contents of Vault Information into Wordpad.

An alternate way of finding a SavesetID of an item would be to use Search.asp to find an item. The ID will be referenced in the URL.

The last part of the ID after the final tilde (~) is called the Transaction ID and is composed of 31 characters. Add a 0 to this number to make an even, 32 characters.

Example: Transaction ID with a 0 added

The Transaction ID is separated by dashes in the table in the following way: 8-4-4-4-12

Add hyphens (-) to this transaction id as in the example below:

Select * from where IdTransaction = '5897B02F-6987-4258-8F20-2B3E4CDD96D0'

One column to pay particular attention to - if this is an NTFS partition - is IdDateTime. This provides the folder structure for the .DVS file location. The NTFS partition folder structure is defined by:


For example, the IdDateTime field for a is: 8/16/2006 4:54:50 PM, so the folder structure would be:

16 (why 16? Because 4 pm gets changed to military time. 4 am would be the 4 folder. 16 is 4 pm,
military time)

2. What if I'm using NTFS Collections?

If performing NTFS Collections, the CAB file the .DVS file is located in will be required. This is also in the table in a column called CollectionIdentity.

Select Idtransaction, IdDateTime, CollectionIdentity from where IdTransaction = '5897B02F-6987-4258-8F20-2B3E4CDD96D0'

The CollectionIdentity value will be some numeric value (e.g. - 12589) The cab file will be called 12589.CAB.

You will find the .CAB files in Day directory of the Vault Store Partition.


Note: If a query is performed and it returns a NULL value in the CollectionIdentity field, then this means that this particular has not been collected and is not in a .CAB.

3. Can I tell what archive my is in from SQL?

The table has two columns, VaultIdentity and ArchivePointIdentity. What's the difference? Over the years, Enterprise Vault terminology has changed. With the advent of structured archiving we now have to keep up with not only what archive the item is in, but also what folder within the archive the item is in.

ArchivePointIdentity = what archive my item is stored in

VaultIdentity = what folder within the archive my item is stored in.

A view called view_saveset_archive_vault gives you the corresponding ArchivePointID and VaultID for my .

SELECT IdTransaction, ArchivePointId, VaultID
FROM view_Saveset_Archive_Vault
WHERE (IdTransaction = '5897B02F-6987-4258-8F20-2B3E4CDD96D0')

From this query, you copy either the ArchivePointID or VaultID.

From the Vault Administration Console, select Ctrl/Shift while right clicking on the Archives Folder.
Select Find Archive or Folder

For example, this Vault ID is:

Find Archive or Folder tells me that this Vault ID is associated with the Inbox folder of user1's archive.

Note: Notice that the Vault ID is referenced as "Archive Folder ID" and ArchivePointID is referenced as

Archive Folder ID:
Folder Name: Inbox
Folder Path: \Inbox
===== Parent Archive details ======
Archive ID:
Archive Name: user1
Archive Description: Default for user1
Archive Admin Note:
Archive Type: Mailbox
===== Mailbox details ======
Legacy Mailbox DN: /o=First Organization/ou=First Administrative Group/cn=Recipients/cn=user1
Mailbox Display Name: user1
Mailbox Alias: user1
NT User: user1

Level 5
Hi W Wintermute,
thanks for your support.
On Friday I've opened a case on Symantec. The situation is very critical: I've found 60+ mails not archived correctly (archived date: 5th February).
The archived mails with the problem are at least 2000 (in the worse of the cases 10000+).
With Symantec's help I found inconsistency between SQL and File systems.
SQL tables didnt't include all Transaction ID and this is the problem!!!
The cause of the problem is impossible to understand.

In the next days I hope in Symantec solution!



Level 4


did you get a solution from Symantec for this problem.

I have the same issue now.

Thanks Mario