Shortcut deletion 6.0SP2

[Wilson_Chong]

EV 6.0SP2 with Win2003SP1

We enable user to delete archive and in the desktop setting, we set the Shotcut Deletion Behaviour to "Ask User".

If user delete the shortcut, it will pop the option to delete both or shortcut, once select delete both, will always have an error of "You must have a network connection in order to delete archived items".

But if we use the delete archived item button, everything work fine. May I know what's wrong? Thanks.

[TonySterling]

Does this link work from the client?

http://EnterpriseVaultWebApp/en/images/blank.gif

[Jason_Sauer_2]

I posted this earlier:

we are also having the same problem on our Citrix client (Outlook 2003, SP1). Using the delete archived item button works, but using Outlook's delete button throws the error.

Uninstalling and reinstalling client has not helped. Rebooted both the citrix server and the EV server. No luck.

We are using 6.0SP2 on W2k3 SP1 as well.

Also, the blank.gif link works fine.

[TonySterling]

Can you post your client trace? ctrl+Shift and click an EV icon and set it to the highest setting. Close OL and re-open and create the error again.

[Wilson_Chong]

The blank.gif page is fine. And I try to simulate the problem again, but this time I don't get anymore error. The shortcut and archive are deleted. I did not change any settings, only restart all the EV services and reboot the server.

[Jason_Sauer_2]

I wish rebooting would help our situation... here is a copy of the trace when we try to do a delete:

24/03/2006 14:53:05.782: CCommands::DoOutlookDelete: 0x0
24/03/2006 14:53:05.782: DesktopCommon::GetConfigValue: 0x0
24/03/2006 14:53:05.783: CDesktop::GetSetting: 0x0
24/03/2006 14:53:05.783: CDesktop::LoadSettingsFromHiddenMessage: 0x0
24/03/2006 14:53:05.784: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
24/03/2006 14:53:05.784: Desktop Setting: DELETEORIGINALITEM
24/03/2006 14:53:05.785: Value: 1
24/03/2006 14:53:05.785: ~CDesktop::GetSetting: 0x0
24/03/2006 14:53:05.786: DELETEORIGINALITEM = 1
24/03/2006 14:53:05.786: ~DesktopCommon::GetConfigValue: 0x0
24/03/2006 14:53:05.787: DesktopCommon::AreShortcutsInSelection: 0x0
24/03/2006 14:53:05.787: Number of shortcuts in selection: 1
24/03/2006 14:53:05.788: ~DesktopCommon::AreShortcutsInSelection: 0x0
24/03/2006 14:53:05.789: ::HasInternetConnection: 0x0
24/03/2006 14:53:05.790: CDesktop::GetSetting: 0x0
24/03/2006 14:53:05.790: CDesktop::LoadSettingsFromHiddenMessage: 0x0
24/03/2006 14:53:05.791: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
24/03/2006 14:53:05.791: Desktop Setting: DefaultWebAppURL
24/03/2006 14:53:05.792: Value: http://{our server fqdn}/EnterpriseVault
24/03/2006 14:53:05.793: ~CDesktop::GetSetting: 0x0
24/03/2006 14:53:05.808: Internet connection state = 0 (flags = 80)
24/03/2006 14:53:05.808: ~::HasInternetConnection: 0x0
24/03/2006 14:53:06.957: ~CCommands::DoOutlookDelete: 0x0
24/03/2006 14:53:08.930: CCommands::DoDelete: 0x0
24/03/2006 14:53:08.931: CDesktop::GetOLConnectionState: 0x0
24/03/2006 14:53:08.933: Outlook Exchange Connection Mode: 1
24/03/2006 14:53:08.934: ~CDesktop::GetOLConnectionState: 0x0
24/03/2006 14:53:08.934: Exchange connection state: 1

[TonySterling]

When you put this in an IE window does it open?

http://{our server fqdn}/EnterpriseVault

[Jason_Sauer_2]

The Veritas EV 6.0 main page comes up.

The delete function works fine in Webmail and on our users' PCs. It's only a problem on the Citrix server. The problem may become moot as we are considering removing the delete functionality from EV altogether (we're still in testing, no production users yet)

[Wilson_Chong]

My problem appear again. The trace for the delete is the same as Jason. :(

[TonySterling]

This line looks suspicous to me. Most 0's are no and 1 is yes. Do you guys have cases opened?

24/03/2006 14:53:05.808: Internet connection state = 0 (flags = 80

[Jason_Sauer_2]

Not yet, we just started implementing this system a couple weeks ago and have bigger problems, this problem is not a priority yet.

I wanted to uninstall and reinstall the client again last night. The citrix client is installed on our production citrix server, so I have to wait until late night on Sunday's before I can do any work. I was working from home and forgot that the only way to install/uninstall the client is by having a usb flash drive plugged into the server so that I have a C drive. Now I have to wait until next sunday before I can try it again.

[David_Messeng1]

Outlook online or cached mode?

[Wilson_Chong]

Outlook is in online mode

[Jason_Sauer_2]

Online mode. Got a call into tech support. I've never heard of a product that takes over a week to get a response. They're thinking it's because we're using Outlook 2003 SP1 instead of the Outlook 2003 SP2, although I highly doubt this.

Sent them our logs, haven't heard anything back yet.

[Jason_Szeto]

Support is backed up this week. I've opened a ticket over a week ago and haven't heard from anyone yet and the company I work for is a BCS (Business Critical Support) customer.

[Wilson_Chong]

My Outlook already in SP2. The problem happen intermittent.

[Tri_Nguyen_2]

I have a customer who received the same error "you must have a network connection in order to delete archived items." and the client trace log shows the same line Internet connection state = 0 (flags = 80).

I wonder if anyone has figured out a resolution for it yet?

Thanks.

Tri

[TonySterling · Accepted solution]

Did you see this post?

http://forums.symantec.com/discussions/thread.jspa?threadID=70485&tstart=0

They were able to resolve it.