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WCarroll's avatar
WCarroll
Level 3
17 years ago

There was an error loading this item--

I have an issue where a few users are opening select emails and getting the error: "There was an eror loading this item -- Some functionality may not be avialable."  This is not happening on every email, just a few.  When I click on the error I get the error code: 80070057.  For the life of me I cannot find any documentation on this error code as it would apply to EV.

Our Setup:
Enterprise Vault for Exchange 6 SP4
Exchange 2003 SP2
Windows 2003 Standard SP2
Windows XP SP2
Outlook 2002 SP??

I have looked through all of the event logs and have not found anything on the server that would point to any glaring error.  Does anybody have any secret place to look or any suggestions so that I may troubleshoot this issue to a resolution?

Thank you,
Wes
Enterprise Vault
Information Governance

15 Replies

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  • Maynard_K's avatar
    Maynard_K
    Level 6
    17 years ago
    So are these suspect items acutally available from storage.  Have you tried to search for the saveset and ensure that it exists?  You can use the "EV Diagnostics" from your Outlook client to determine the value of your saveset.  Give that a try and let's first see if this shortcut is pointing to a valid saveset.
  • Wedge2007's avatar
    Wedge2007
    Level 3
    17 years ago
    As a troubleshooting step, try changing your "Download Format" in your policy to MSG instead of DVS and see if that works for those users. (Afterwards making the change in the policy, just sync up one of those users as a test).


    Message Edited by Wedge2007 on 10-19-2007 09:19 PM
  • WCarroll's avatar
    WCarroll
    Level 3
    17 years ago

    Hi Maynard,

        I am unfamiliar with the EV Diganostics tool in the Outlook client.  Is this something that you can please elaboriate on for me?  Also, when you say "valid saveset", I assume that if you can use the archive explorer on the EV server and find the message in question and get the entire message to load, then it would be a valid save set.  Is this correct or has my logic gone wrong?

     
    Hi Wedge,

        I find it strange that some messages will download and can be viewed properly and there are just a few messages where this is happening.  I have made the change, but I will have to wait until monday so that I can test it with the users and see if it is any better.

    I will let you know how it goes, thank you both for your input.

    Many Thanks,

    Wes

  • Maynard_K's avatar
    Maynard_K
    Level 6
    17 years ago
    First off, obviously you must be trying this from a workstation that has our extensions installed and this method will only work if you are storing to an NTFS type of partition as Centera nodes require a little extra effort.  You will want to highlight a suspect message, then press Ctrl-Shift while left clicking on our toolbar buttons.  This will now bring up another window and voilah you are now in our EV Diagnostics.  Next, try and click on our the "Vault Information" button.  You outta see a section titled "Selected Item Properties".  This section will present the value of the saveset such as follows:
     
    983000000000000~200710192152570000~0~F1FCD7DC37DF485BB6392355C002288
     
    The middle part will be the section of interest as this will define, where in storage, this saveset actually resides.  So following the format of 2007, 10 blah blah, you can go and search for this saveset.  If it exists try and open it.  Bear in mind that if you are using collections and it has met criteria to be CAB'ed then it won't exist here.  Are you using collections?
  • WCarroll's avatar
    WCarroll
    Level 3
    17 years ago
    Yes, we do use collections, and these messages would have been collected based on our collection rules.
     
    One thing that I have just noticed is that the location of where the message was orgionally archived from, no longer exists.  The user reorganized her folders and moved the stub to a different location.  Would this produce this type of error?
     
    Thanks,
    Wes
  • WCarroll's avatar
    WCarroll
    Level 3
    17 years ago
    I am a bit confused.  I believe the saveset exists because I can search the user's vault from the server and open the message in its entirety.  So I believe that the saveset exists, it is just that when you attempt to open the message from the stub in the outlook client, the above mentioned error appears and the message cannot be opened.
    I will ask the user if this only happens on messages where the stubs have recently been moved or if this happens with other messages as well.
     
    Thanks,
    Wes


    Message Edited by WCarroll on 10-21-2007 07:55 AM
  • Maynard_K's avatar
    Maynard_K
    Level 6
    17 years ago
    Yes, if you can search and it can be retrieved then the saveset exists.  Reason I asked is that sometimes an item may be deleted but the shortcut stays behind.  But that is not the case here.
  • Maynard_K's avatar
    Maynard_K
    Level 6
    17 years ago
    You could restore the entire saveset using the webapp and then vault again, but you may run the risk of having duplicate items.