Problem with Outlook XP

[pmw]

Hello,

We are revisiting a new install of EV 6.0 and are having an issue on Outlook XP only. When you open a shortcut you get the "There was an error loading this item -- some functionality may not be available" message and when you click on this the MAPI error code is 80040103. Outlook 2003 appears to work OK.

I have searched high and low and cannot find a specific fix for this. Can anyone help?

My version details are as below.

VERSION INFORMATION 

Internet Explorer           6.0.2900.2180

Outlook            10

Operating System         Microsoft Windows XP Professional Service Pack 2 (Build 2600)

?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" />Enterprise Vault            600000000

USER DETAILS         

User Mailbox   /o=HULLCC/ou=HULLCC1/cn=Recipients/cn=pmwtest

ENTERPRISE VAULT SETTINGS   

Site Id  13999CDCFC8684A49A3DD6701D614B8621d10000evsite

Web App URL            http://evs01.hullcc.gov.uk/EnterpriseVault

Loading settings            OK

UI Setting         Not Ignored

ARCHIVEBTNVISIBLE         0

SEARCHBTNVISIBLE           Not set

CANCELBTNVISIBLE          0

RESTOREBTNVISIBLE         0

DELETEBTNVISIBLE            0

USERSCANDELETEITEMS  0

TESTING CONNECTION    

LAN Manager Authentication Level      0

Create Connection        OK

Retention category        OK

Reading Entry from directory    OK

Position Entry   OK

Default Folder Filter      1BDD169BE086B264F82D0A1BE4D3201011610000evsite

sDefault Filter   113F554A0931E8B488D5F62E6ACF5CFCA1610000evsite

RAW SETTINGS       

;MAILBOX;    pmwtest

;SERVER;        HCC-EX01

ADDSERVERTOINTRANETZONE  evsite.hullcc.gov.uk;evs01.hullcc.gov.uk;evs02.hullcc.gov.uk

ARCHIVEBTNVISIBLE         0

CANCELBTNVISIBLE          0

DEFAULTARCHIVEID          191DCA0E0E2C4DC4E84AE577F1CE578601110000evsite

DEFAULTDOUBLECLICKVIEW     0

DEFAULTRETENTIONCATEGORYID        10493CB23AEEB1843BE4248BB0F8528031b10000evsite

DEFAULTWEBAPPURL        http://evs01.hullcc.gov.uk/EnterpriseVault

DELETEBTNVISIBLE            0

FOLDERPROPERTIESVISIBLE        0

INACTIVITYPERIOD            0

INACTIVITYPERIODUNITS            2

LARGEITEMSSIZEKB           10240

MAILBOXDN            /o=HULLCC/ou=HULLCC1/cn=Recipients/cn=pmwtest

MAILBOXPROPERTIESVISIBLE     0

MAILBOXSTATE      1

MESSAGEPROPERTIESVISIBLE     0

MINAGEPERIOD       0

MINAGEPERIODUNITS       2

OVENABLED 0

OWA2003ARCHIVEEXPLORERFROMBASICNAVBAR   0

OWA2003ARCHIVEEXPLORERFROMPREMIUMNAVBAR        0

OWA2003ARCHIVEFROMCONTEXTMENU         0

OWA2003ARCHIVEFROMTOOLBAR        0

OWA2003CANCELFROMCONTEXTMENU          0

OWA2003CANCELFROMTOOLBAR         0

OWA2003DELETEFROMCONTEXTMENU            0

OWA2003DELETEFROMTOOLBAR           0

OWA2003HELPFROMTOOLBAR    0

OWA2003RESTORECONFIRMATION       0

OWA2003RESTOREFROMCONTEXTMENU         0

OWA2003RESTOREFROMTOOLBAR        0

OWAWEBAPPURL   http://evs01.hullcc.gov.uk/EVAnon

PFINACTIVITYPERIOD       6

PFINACTIVITYPERIODUNITS        2

PFLARGEITEMSSIZEKB      10240

PFMINAGEPERIOD  2

PFMINAGEPERIODUNITS   1

PFUSELARGEITEMSSIZE    0

POLICYENTRYID     1F55DD8D72973F946914597E584D978471012700evsite

PSTIMPORTENABLED         0

PSTPOLICYENTRYID          143CA35FA01A8314AB75609EE6C9F28301012700evsite

REMOVEPSTENTRIES         3

RESTOREBTNVISIBLE         0

SERVERVERSION     6.01

SITEENTRYID           13999CDCFC8684A49A3DD6701D614B8621d10000evsite

SYSTEMMAILBOX   SMTP:EnterpriseVaultEX01@hullcc.gov.uk

USEINACTIVITYPERIOD     1

USELARGEITEMSSIZE         0

USERSCANDELETEITEMS  0

SELECTED ITEM PROPERTIES      

Archive ID       1FD54EEA4200E42439AF1F2AECDB7E6B01110000evsite

Saveset ID       499000000000000~200704111018110000~0~D12AED565EB54CA2B05F78B96F652B3

Retention Category       10493CB23AEEB1843BE4248BB0F8528031b10000evsite

[Michael_Bilsbor]

Hi,

Weird one...

Set client trace to maximum, reproduce the issue and send that to symantec support.

[pmw]

Thanks for the advice. I have done a little more digging and found that the MAPI error I got is related to ANSI and Unicode issues. I therefore changed the download format in my Exchange policy from DVS to MSG and hey presto it works.

Does anyone know why this may have resolved the issue and if it is acceptable to keep the download format as MSG?

Thanks,

Paul.

[Philip_Major]

As far as I remember reading Office XP has MAPI error issues a prefereably Office 2000 SR3 or Office 2003 should be used.

[pmw]

Thanks for the reply. I would still appreciate it if someone could shed some light on why changing the download format in my Exchange policy from DVS to MSG seems to have resolved the issue and if it is acceptable to keep the download format as MSG?

Although using Outlook 2003 does seem to be the answer most of our clients are Office XP and we have some software that doesn' t like Office 2003!

Thanks again,

Paul.

Message Edited by pmw on 04-18-200708:20 AM

[Michael_Bilsbor]

Hi,

Without full client trace cannot say.

Reason is that to view items as a DVS we create a temporary PST and so it's possible that it's that part of the logic that's having the problem since this isn't done for MSG.

[andra_christie]

The below is from the v6sp1 readmefile http://support.veritas.com/docs/279962

Best bet if you have this issue is to either upgrade to v6sp1 and higher or to ensure you have DefaultFormatType =ANSI and Download Format set to msg in the policy.

Unicode storage

In earlier versions of Enterprise Vault, archived items were stored using ANSI streams to hold some header information, such as message subject. Corruption could occur when the header information contained characters that could not be expressed in a single codepage, or when a codepage was not explicitly identified.

In Enterprise Vault 6.0 SP1, Unicode items are stored in Unicode savesets, and ANSI items are stored in ANSI savesets, thus avoiding possible corruption. All items archived from Exchange Server are Unicode, so are stored in Unicode savesets.

Items stored as ANSI are returned to clients as ANSI, using the codepage stored in the saveset file, even if Unicode is specified. This improves performance and removes the need for conversion.

Items stored as Unicode can be returned as either Unicode or as ANSI, as required.

The Enterprise Vault 6.0 SP1 User Extensions automatically detect the version of Outlook installed on the user's computer and request a suitable message format from the server.

User Extensions from earlier versions of Enterprise Vault, and clients without the Enterprise Vault User Extensions, cannot detect the Outlook version and so cannot specify the format needed. Because of this there are two new settings you can add to the WebApp.ini file to specify the default delivery format, as follows:

• DefaultFormatType

Specifies whether to provide Unicode messages as Unicode or ANSI. The possible values are "Unicode" and "ANSI".

If DefaultFormatType is not used, messages are sent to the client using ANSI.

If all clients are running Outlook 2003 or later, set DefaultFormatType to "Unicode". This means that clients are always given Unicode when it is available. This prevents unnecessary conversions and possible character-viewing problems.

• DefaultFormatCodepage

Specifies the codepage to use when DefaultFormatType is "ANSI".

If DefaultFormatType is "ANSI" but DefaultFormatCodepage is not set then messages are sent to the client in the codepage in which they are stored.

See the Microsoft MSDN Web site for a listing of codepage values:  http://msdn.microsoft.com/library/default.asp?url=/workshop/author/dhtml/reference/charsets/charset4...

If these WebApp.ini settings are not used, and the client does not specify the information, then the format type will be ANSI and the codepage will be the codepage in the saveset. The following table summarizes the rules use when choosing the format to deliver to clients:

 File type delivered to clientRules for choosing Unicode or ANSIEnterprise Vault saveset (.DVS file)Always deliver savesets as ANSI. Unicode savesets are delivered in the format specified by the client, if any. If no format is specified the setting of DefaultFormatType is used.Outlook (.MSG file)Deliver .MSG in the format specified by the client, if any. ANSI messages are converted to Unicode if necessary. If no format is specified the setting of DefaultFormatType is used.

Note that additional processing is required when viewing new Unicode Savesets on ANSI versions of Outlook (Outlook XP, Outlook 2000 and earlier). Since these versions of Outlook cannot open Unicode items, the items must be converted to ANSI on the server before being sent to the client. This additional processing is not required for