Strange Web App behavior

[Tim_Pfaff]

I have a new Enterprise Vault v6.0 SP1 deployment with the following configuration:

EV Server:
Windows 2000 SP4
EV 6.0 SP1
Outlook 2003 SP2

Exchange Server:
Windows 2000 SP4
Exchange 2000 SP3+

Clients:
Windows 2000 SP4
Outlook 2000 SR1a
V6.0 SP1 User Extensions

Or

Windows XP SP2
Outlook 2003 SP1
V6.0 SP1 User Extensions

When using the web app for searches a user with Outlook 2000 will click on the link for an item. When the item is displayed and the user clicks on “Open Whole Item” a download window flashes and this error is displayed: “VERITAS Enterprise Vault: Could not show this item. Please try again; if it still fails, contact your Enterprise Vault administrator.” (This is with the default download settings to use .DVS.)

If Use MsgNotDVS = 1 is set or Noclient = 1 is added in winapp.ini and the same thing is tried a window opens with the options to open or save the item. If open is clicked the error: “Microsoft Outlook: Unable to read the item” is displayed. If the item is saved the same error is displayed when the user tries to open it.

This behavior does not happen if Outlook 2003 is installed on the workstation (using either .dvs or .msg.) If an item is saved with the above procedure it can be opened on a workstation with Outlook 2003, but not 2000. Additionally, items saved as .msg from within either version of Outlook can be opened in the other version.

If, after searching, the user clicks on the envelope icon next to the result link it will open the item as a mail message with either Outlook 2000 or 2003.

It a very strange problem that only affects Outlook 2000 users that try to open the whole item through the web app. I’m wondering if anyone else has seen this behavior or has any idea what's causing it.

[TonySterling · Accepted solution]

Are you sure the EV Client is sp1 for them?
You can try to set this setting in the webapp.ini.

In the Enterprise Vault installation directory on the Server, create a text file using notepad called webapp.ini (if it does not already exist) and type the following lines into the file.

DefaultFormatType = ansi

Save the file and restart any open Outlook or Enterprise Vault Search page sessions.

[Tim_Pfaff]

Added that setting and it works for clients with Outlook 2000 or 2003!

Thanks for the help!