Since 10.0.4 upgrade, one user can not open old archived items

[LBI]

Hello,

We just upgraded our EV platform (one server on W2008 R2, EV 10.0.1 > 10.0.4).

Everything seems fine except on one user (Outlook 2003, EV client 10.0.4, mailbox on Exchange 2003 server).

He can open emails that have been archived by this new version but he can't open emails archived under 10.0.1 version (I deducted that from the emails date).

He only sees the first characters. Item restoration is working fine, though.

I did try ResetEVclient.exe, reinstalling EV client, recreating .ost file, but nothing works.

I did not see anything in the client log but I can copy paste it here if needed.

Thank you for any help, much appreciated!

[RahulG]

What error does the user get when he tries to open the item ?

Did you made any changes to the archiving policy ?

[A_J1 · Accepted solution]

Hello LBI,

I assume that you have confirmed that the issue is only with one user.

As the issue Is with retrieving item. So do we see a download.asp call in the client trace ?

If no then Do we have Vault cache enabled for this user ?

If yes. It might be opening the item from vault cache.

You may try and renaming the Vault cache directory after closing the outlook.

Re-open Outlook, enable client trace and then try retrieving an item  and should be download from EV Server.

And we can find out what it causing the issue.

Please upload the client trace.

[GabeV]

Hello LBI,

When you say "He only sees the first characters", sound like an EV shortcut in the preview pane in Outlook. If you double click the item, can the user see the original email? If you can restore the item, then the item is in the EV storage. When you open the archived message in Outlook, do you see a banner with a message on it? Could you get a screenshot?

[LBI]

Thank you all for your help.

It was a problem with Vault Cache. Once I renamed Vault Cache Folder, items could be opened from EV server.

Now I don't know why the VC did have a problem but we do have some issues with VC.

Thanks again, especially to A_J!