Silent upgrade of client from v9.0.4 to v10.2 causes ribbon to disappear

[Hertel_ICT]

Hi All,

We're in the process of upgrading our back end servers from v8 to v10 and are at the stage were we have our 9.0.4 servers on Windows 2008 R2. Before we do the final upgrade to v10.0.2 we are going to use SCCM to upgrade our client estate (Windows XP SP3 with Office 2007 and WIndows 7 with Office 2010) from a mixture of v8 and v9 clients to the latest v10.0.2 client.To facilitate the roll out we'll be using a silent installation using SCCM like we have with our older clients in the past.

Problem

I have packaged the msi with the requisite command line to suppress reboots and the install goes fine (Appears in programs and features, can retireve mail, entry is in the Add-Ins section etc.) but the ribbon in Outlook 2010 does not show (Tried four different computers so far). If I do a manual upgrade using the setup.exe then the install works fine and the ribbon is shown. On a Windows XP/Office 2007 machine the silent installation works fine as well although all of these have been on a limited number of trial machines.

Troubleshooting

On the problem machines after the upgrade has broken the EV client I've tried a repair, removal and re-installation, client reset, re-synching ev with the users mailbox and nothing helps. Below are two log files from two different clients with the issue. RPC over HTTP is allowed in the policies and were fully working with the 9.0.4 client.

Client 1

29/10/2012 15:00:11.350[6608][H]: Log file created (level 1).

29/10/2012 15:00:11.351[6608][H]: Loaded UI Language Path: c:\program files\enterprise vault\evclient\languages\en

29/10/2012 15:00:11.353[6608][H]: Loaded Help Language Path: c:\program files\enterprise vault\evclient\languages\en

29/10/2012 15:00:11.355[6608][H]: Module path: C:\Program Files\Enterprise Vault\EVClient\Valkyrie.dll

29/10/2012 15:00:11.357[6608][H]: No language resource module was loaded, the default English resources in Valkyrie.dll will be used

29/10/2012 15:00:11.359[6608][H]: RPC over HTTP is enabled (flags = 7)

29/10/2012 15:00:11.397[6608][H]: Unknown exception occurred

29/10/2012 15:00:11.538[6608][H]: IDispatch::GetIDsOfNames("MessageClass") failed, error 80020006

29/10/2012 15:00:12.341[6608][H]: FUI: Not loading UI as action map is empty.  Is the user enabled?

Client 2

29/10/2012 15:00:13.598[1108][H]: Log file created (level 1).

29/10/2012 15:00:13.600[1108][H]: Loaded UI Language Path: c:\program files\enterprise vault\evclient\languages\en

29/10/2012 15:00:13.602[1108][H]: Loaded Help Language Path: c:\program files\enterprise vault\evclient\languages\en

29/10/2012 15:00:13.604[1108][H]: Module path: C:\Program Files\Enterprise Vault\EVClient\Valkyrie.dll

29/10/2012 15:00:13.605[1108][H]: No language resource module was loaded, the default English resources in Valkyrie.dll will be used

29/10/2012 15:00:13.608[1108][H]: RPC over HTTP is enabled (flags = 7)

29/10/2012 15:00:13.930[1108][H]: FUI: An unknown exception has been caught

29/10/2012 15:00:14.114[1108][H]: IDispatch::GetIDsOfNames("MessageClass") failed, error 80020006

29/10/2012 15:00:18.546[1108][H]: FUI: Not loading UI as action map is empty.  Is the user enabled?

The only way I can get these PC's to work which used the silent upgrade option is to delete the mail profile and re-create it but this is totally impractical for over 1000 machines.

Any ideas or help will be much appreciated

Thanks

Michael

[Hertel_ICT]

Thanks for the update Flir, I'm glad it's not just me. I haven't been able to look at this since my last post as we've had a major critical issue and I've been very busy after that but if you could keep me informed about this I would appreciate it.

[STHN]

Hello,

we have a customer with the exact same issue. Is there a known cause or a solution, yet?

I would be delighted!

Thanks in advance.

[Rob_Wilcox1]

sebaha, did you try the steps listed above?

[STHN]

Yes. Only that loglevel 2 works. Loglevel 1 shows the same entries:

18/12/2012 12:13:56.844[6524][H]: Log file created (level 1).
18/12/2012 12:13:56.845[6524][H]: Loaded UI Language Path: c:\program files (x86)\enterprise vault\evclient\languages\de
18/12/2012 12:13:56.846[6524][H]: Loaded Help Language Path: c:\program files (x86)\enterprise vault\evclient\languages\de
18/12/2012 12:13:56.847[6524][H]: Module path: C:\Program Files (x86)\Enterprise Vault\EVClient\Valkyrie.dll
18/12/2012 12:13:56.849[6524][H]: Language resource module was loaded successfully: c:\program files (x86)\enterprise vault\evclient\languages\de\Resources\valkyrie_de.dll
18/12/2012 12:13:56.850[6524][H]: RPC over HTTP is enabled (flags = 7)
18/12/2012 12:13:56.884[6524][H]: Unknown exception occurred18/12/2012 12:13:56.961[6524][H]: IDispatch::GetIDsOfNames("MessageClass") failed, error 80020006
18/12/2012 12:13:57.975[6524][H]: FUI: Not loading UI as action map is empty.  Is the user enabled?

There is now "LoadSettingsFromHiddenMessage" anywhere in the logs.

Now what? Contact Enterprise Support?

[thomas_pluemp1]

Hello,

I have the same problem with AddIn Enterprise Vault Client 10.0.2.1210 (Full functionality enabled)

LogLevel 2 and 3 works, LogLevel 1 not!

[STHN]

Did you find a solution, yet?

[Paul_Honey]

Hi,

I am investigating this issue in Engineering as we speak and agree that it seems beyond bizarre. Can anyone on this post who is experiencing the issue or has a customer experiencing it, and is not already engaged with Support on this case, confirm whether or not the affected users always meet the following criteria:

1. Their desktop policy \ advanced setting 'RemovePST Entries' is set to 1

2. They have enabled 'Sharepoint Lists' into Outlook

Just trying to rule in / out possible theories. Also, if you don't have an open Support case, can I recommend that you do that now and ask that it is cross referred to the open case that I am working as the more info I can get the better I expect in figuring out what is causing this

Regards

Paul

[Hertel_ICT]

Hi Paul,

  With the amount of work and projects on at the moment my work on this has stopped (We're just using the latest 9.x client) for the moment but I can confirm that we have those options set as we use SharePoint and have calendar integration.

Regards

Michael

[Paul_Honey]

Thanks Michael,

I'll post back here on any significant developments. One more question if you don't mind - Sharepoint 2007 or 2010?

Regards

Paul

[Hertel_ICT]

We're using SharePoint 2007

[STHN]

I am pretty sure it's about whether you have PST files in your Outlook or not. Remove any PST file and the Add-In will start again. Sharepoint lists by the way are PST files, too.

But I think this is a bug and needs to be solved by Symantec.

[Paul_Honey · Accepted solution]

Hi All

We have released a technote on this issue which details the problem, environments affected and a number of immediate workarounds.

http://www.symantec.com/business/support/index?page=content&id=TECH201625

The 'Sharepoint Lists' connection is relevant as it creates a local PST and associates that to the user's profile, but the issue can in fact be reproduced by simply creating an Outlook Data File within Outlook, and associating it to the user profile

We are also planning to fix this in the next available service packs and cumulative hotfixes, so please subscribe to that technote for updates

Regards

Paul