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Unable to open archieved email

FazalUr
Level 3

We have Exchange Server 2016 and Enterprise Vault 12.5. On client side we have Outlook 2016 & 2019 with EV Outlook Add-ins installed. While trying to open archived email, we are getting error "Cannot downoad the archived item from https://archive.domain.com/EnterpriseVault/download.asp. In the end Unknown error: 0x8004010F.

10 REPLIES 10

SheldonDsouza
Level 4
Certified

Hello @FazalUr 

Does this issue happen to irrespective of the versions of Outlook or is it noticed with users with either one of the versions of Outlook. 

What happens when you click on the url? Are you able to access the item? Is it possible to share the Client Log?

 

Regards,
Sheldon Dsouza

GertjanA
Level 6
Partner    VIP    Accredited Certified

Hello,

If this happens on some, but not all items, have a look at this KB:

https://www.veritas.com/content/support/en_US/article.100025287

It might be due to a huge number of recipients, or possibly a corrupted item.

 

Regards. Gertjan

SheldonDsouza
Level 4
Certified

Hello @FazalUr 

Any updates pertaining to the issue you raised a couple of days back?

Did @GertjanA suggestion help? 

Regards,
Sheldon Dsouza

The issue is seens across different version of Outlook like 2013, 2019 & 365.

On clicking the URL, the archive email opens in a browser instead of Outlook. Yes, we are able to access the archived email but in browser window.

GertjanA
Level 6
Partner    VIP    Accredited Certified

Hm. Which EV Client version do you use?

There were issues with old(er) versions, caused by Outlook/Microsoft patches.

See https://www.veritas.com/content/support/en_US/article.100039979

and possibly this one: https://www.veritas.com/content/support/en_US/article.100040149

Regards. Gertjan

CConsult
Level 6
Partner    VIP   

please make sure your Enterprise Vault paths are not scanned by an antivirus scan.

Hello @FazalUr 

Apart from the suggestions provided by @GertjanA  & @CConsult, it will be very interesting to note what is seen in the Client Log of a couple of the Users. If the link is opening, that means there's no issue in the communication to the Virtual Directory on the EV Server and thereby to the underlying architecture on the Server side. It has to be something pertaining to the EV Outlook Add in on the client side. Hence the request for the client log. You can redact environment specific information for security purposes. 

To collect the Client Trace you can look this article... How to perform a client trace for Enterprise Vault (EV) with Outlook 2010/2013 

Regards,
Sheldon Dsouza

Hello @FazalUr 

Any luck with the Client Log?

Regards,
Sheldon Dsouza

Sorry, our EV Servers are down because of hardware issue caused by power failure.

Hello @FazalUr 

Sorry to hear that, post the restoration of power, if you need help with anything around the servers, feel free to reach out. And once things are settled on the server side, we can look at what's happening with the EV Clients. 

Regards,
Sheldon Dsouza