Unable to open Vaulted item - root cause?

[CWinslow]

Hello,

Many of our users recieve this error in their outlook when attempting to open a vaulted mail item:
 "There was an error loading this item - some functionality may not be available"

The users ev_client_log file shows:  ShortcutItem::Display...Return Last Failed error: 0x80004005

The problem can be fixed 95% of the time by running the ResetEVClient.exe on the end users client. A good thing...

But we would like to find out the root cause so we can prevent the service desk from being inidiated with end user calls throughout the day.

Is there some way be able to turn on an additional layer of logging so we can further troubleshoot? Anyone else have this problem,  a workaround, or  a solution?

Thanks,

[JesusWept3 · Accepted solution]

Sometimes clicking the banner will give you more information than just the 0x8004005
Really though there can be quite a few reasons, but what i would suggest is firstly looking at the EV server when the users get that issue, is there anything in the event logs that may indicate a problem?

You may also want to dtrace W3WP (if users are using Lite client or http only functionality via the policy) or AgentClientBroker (If user is using the DCOM client with http functionality disabled) as well as StorageOnlineOpns.

Typically i wouldn't expect ResetEVClient.exe to do too much to resolve this issue, but it does clear the forms cache, re-register the client, empty the temporary internet files etc.

Also would be interesting to know if you can get to the items via Archive Explorer with or without issue

[CWinslow]

Good suggestions...

The Archvie Explorer would work fine, so my gut feeling was that it was a problem on the client machine.

After checking out the the the banner, as you suggested.. The error - "cannot load the outlook form for IPM.note items" -  lead me here:  http://seer.entsupport.symantec.com/docs/290957.htm  
 
More digging and a little troubleshooting, It appears to be an issue with the Clients Forms Cache.  They're corrupting quite frequently. The ResetEvClient is helping by clearing out the forms cache. Maybe it has something to do with us running Outlook in cached mode. ???

I'm going to try to automate something so when Outlook is opened/closed the frmcache.dat is cleared or deleted.

I didn't get to use the dtrace tool... but I'll certainly keep that in mind to help diagnose issues in the future..

Thanks for your help.