You cannot restore items to this location.

[Skacrazy]

Does anyone know how I can troubleshoot this issue? I have a user that is getting this message when trying to restore any vaulted items to Outlook 2003.

This happens when trying to restore using the Outlook Add-ins button but the user can download the message if they select the option to view the original item and then the download button in the message. I've tried messages in Sent items and the Inbox and it wont allow me to restore anything.

We're using EV v9.0 SP1 (9.0.1.1073)

Any help would be much appreciated.

Thanks

[AndrewB]

yes, you can enable client logging, recreate the issue, and review the logs then go from there.

How to perform a client trace for Enterprise Vault (EV) within Outlook

Article:TECH38096

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Created: 2010-01-23

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Updated: 2014-02-27

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Article URL http://www.symantec.com/docs/TECH38096

[Saswata_Basu]

Hi Skacrazy

If you can share the client trace log as per the Technote shared above I can help you find the root cause.

[Skacrazy]

I've changed the server,domain and user details but this is a copy of the log.

26/02/2015 08:40:17.065[12444]: Log file created (level 1).
26/02/2015 08:40:17.066[12444]: Module path: C:\Program Files (x86)\Enterprise Vault\EVClient\Valkyrie.dll
26/02/2015 08:40:17.068[12444]: Found 0 Desktop resource DLLs
26/02/2015 08:40:17.069[12444]: No resource module was loaded and the default English resources in Valkyrie.dll will be used.
26/02/2015 08:40:17.072[12444]: RPC over HTTP is not enabled (flags = 0) 26/02/2015 08:40:17.128[12444]:
26/02/2015 08:40:17.128[12444]: Environment:
26/02/2015 08:40:17.129[12444]:     Enterprise Vault Client 9.0.1.1073.0 (HTTP)
26/02/2015 08:40:17.130[12444]:     Microsoft Windows 7 Server 4.0 Service Pack 1 (Build 7601)
26/02/2015 08:40:17.131[12444]:     AMD Opteron(TM) Processor 6238                  AMD64 Family 21 Model 1 Stepping 2;
26/02/2015 08:40:17.132[12444]:     Microsoft Outlook 2003
26/02/2015 08:40:17.132[12444]:         [RPC over HTTP not enabled]
26/02/2015 08:40:17.132[12444]:     Microsoft Internet Explorer 9.0.8112.16421
26/02/2015 08:40:17.133[12444]:     Computer name: SERVER1.mydomain.net
26/02/2015 08:40:17.134[12444]:     User name: jbloggs@mydomain.net
26/02/2015 08:40:17.134[12444]:
26/02/2015 08:40:17.134[12444]: Contents of Desktop Settings:
26/02/2015 08:40:17.135[12444]:     ;MAILBOX; = jbloggs
26/02/2015 08:40:17.135[12444]:     ;SERVER; = Instance-0d7df539-3aae-4577-b0b2-c1864c62b447
26/02/2015 08:40:17.135[12444]:     ADDSERVERTOINTRANETZONE = BB-ev02;BB-ev02.mydomain.net;CC-ev02;CC-ev02.mydomain.net
26/02/2015 08:40:17.136[12444]:     ALLOWSCRIPTPUBLICFOLDERS = 1
26/02/2015 08:40:17.136[12444]:     ALLOWSCRIPTSHAREDFOLDERS = 1
26/02/2015 08:40:17.137[12444]:     ARCHIVEDELITEMSFOLDER = 0
26/02/2015 08:40:17.137[12444]:     ARCHIVEEXPLORERBTNVISIBLE = 1
26/02/2015 08:40:17.137[12444]:     ARCHIVEMANAGEDFOLDERS = 0
26/02/2015 08:40:17.138[12444]:     ARCHIVEONLYWITHATTACH = 1
26/02/2015 08:40:17.138[12444]:     ARCHIVESETTINGSLOCKED = 1
26/02/2015 08:40:17.138[12444]:     CANCELBTNVISIBLE = 0
26/02/2015 08:40:17.138[12444]:     DEFAULTARCHIVEID = 1DDD86221D76A7F458190DA43D69852881110000BB-ev
26/02/2015 08:40:17.139[12444]:     DEFAULTDOUBLECLICKVIEW = 0
26/02/2015 08:40:17.139[12444]:     DEFAULTRETENTIONCATEGORYID = 1D05B29F47282944D87A36D97FADE0CB41b10000BB-ev
26/02/2015 08:40:17.140[12444]:     DEFAULTWEBAPPURL = http://AA-EV.mydomain.net/EnterpriseVault
26/02/2015 08:40:17.140[12444]:     DELETEBTNVISIBLE = 0
26/02/2015 08:40:17.140[12444]:     DEPLOYFORMSLOCALLY = 2
26/02/2015 08:40:17.141[12444]:     EVSERVERS = BB-ev.mydomain.net;BB-EV02;CC-EV.mydomain.net;CC-EV02;AA-EV.mydomain.net;AA-SEV-001;
26/02/2015 08:40:17.141[12444]:     INACTIVITYPERIOD = 3
26/02/2015 08:40:17.142[12444]:     INACTIVITYPERIODUNITS = 2
26/02/2015 08:40:17.142[12444]:     LARGEITEMSSIZEKB = 10240
26/02/2015 08:40:17.142[12444]:     LOCALISEDRESOURCES = C:\Program Files (x86)\Enterprise Vault\EVClient\Valkyrie.dll
26/02/2015 08:40:17.143[12444]:     MAILBOXDN = /o=DOMAIN/ou=DOMAINNT/cn=RECIPIENTS/cn=jbloggs
26/02/2015 08:40:17.143[12444]:     MAILBOXSERVER = AA-MBX-002
26/02/2015 08:40:17.143[12444]:     MAILBOXSTATE = 1
26/02/2015 08:40:17.144[12444]:     MAILBOXTYPE = PrimaryUser
26/02/2015 08:40:17.144[12444]:     MANAGEDFOLDERHANDLING = 2
26/02/2015 08:40:17.144[12444]:     MARKPSTS = 1
26/02/2015 08:40:17.144[12444]:     MINAGEPERIOD = 2
26/02/2015 08:40:17.145[12444]:     MINAGEPERIODUNITS = 1
26/02/2015 08:40:17.145[12444]:     OVENABLED = 0
26/02/2015 08:40:17.145[12444]:     OVMESSAGECLASSINCLUDE = IPM.Post*;IPM.Note*;IPM.Document*;IPM.Appointment*;
26/02/2015 08:40:17.146[12444]:     OWA2003CANCELFROMCONTEXTMENU = 0
26/02/2015 08:40:17.146[12444]:     OWA2003CANCELFROMTOOLBAR = 0
26/02/2015 08:40:17.146[12444]:     OWA2003DELETEFROMCONTEXTMENU = 0
26/02/2015 08:40:17.146[12444]:     OWA2003DELETEFROMTOOLBAR = 0
26/02/2015 08:40:17.147[12444]:     OWA2003DELETEMODE = 0
26/02/2015 08:40:17.147[12444]:     OWA2003HELPFROMTOOLBAR = 0
26/02/2015 08:40:17.147[12444]:     OWAWEBAPPURL = http://AA-EV.mydomain.net/EnterpriseVault
26/02/2015 08:40:17.148[12444]:     PFINACTIVITYPERIOD = 6
26/02/2015 08:40:17.148[12444]:     PFINACTIVITYPERIODUNITS = 2
26/02/2015 08:40:17.148[12444]:     PFLARGEITEMSSIZEKB = 10240
26/02/2015 08:40:17.148[12444]:     PFMINAGEPERIOD = 2
26/02/2015 08:40:17.149[12444]:     PFMINAGEPERIODUNITS = 1
26/02/2015 08:40:17.149[12444]:     PFUSELARGEITEMSSIZE = 0
26/02/2015 08:40:17.149[12444]:     POLICYENTRYID = 1978EF31EFC1490449F74E3488C5FE3421s10000BB-ev
26/02/2015 08:40:17.150[12444]:     PSTIMPORTENABLED = 0
26/02/2015 08:40:17.150[12444]:     PSTPOLICYENTRYID = 18F2B263327D9874894F978EE549C306E1012700BB-ev
26/02/2015 08:40:17.150[12444]:     SERVERVERSION = 9.01
26/02/2015 08:40:17.151[12444]:     SITEENTRYID = 1E645A1CE8C5FCA459961DF24275ADF061d10000BB-ev
26/02/2015 08:40:17.151[12444]:     SYSTEMMAILBOX = SMTP:SVC_EV_S_AA_MBX_002@mydomain.co.uk
26/02/2015 08:40:17.152[12444]:     USEINACTIVITYPERIOD = 1
26/02/2015 08:40:17.152[12444]:     USELARGEITEMSSIZE = 0
26/02/2015 08:40:17.152[12444]:     USEQUOTALIMIT = 0
26/02/2015 08:40:17.152[12444]:     USERSCANDELETEITEMS = 1
26/02/2015 08:40:17.152[12444]:     USESELFINSTALLFUNCT = 1
26/02/2015 08:40:17.153[12444]:
26/02/2015 08:40:17.153[12444]:
26/02/2015 08:40:17.225[10808]: PSTMIG:
26/02/2015 08:40:17.226[10808]: PSTMIG: PST Importer started.
26/02/2015 08:40:17.226[10808]: PSTMIG:
26/02/2015 08:40:17.226[12444]: Installed Outlook preview pane registry keys fix for Outlook V11
26/02/2015 08:40:17.227[12444]: Unable to add/remove Outlook ForceFormReload registry key fix for Outlook: 0x80070005
26/02/2015 08:40:17.228[12444]: Set SharedFolderScript = 1
26/02/2015 08:40:17.229[12444]: Set PublicFolderScript = 1
26/02/2015 08:40:17.245[12444]: List of Enterprise Vault servers written to the IE Registry key ProxyOverride.
26/02/2015 08:40:17.247[12444]: Vault Cache is only available when Outlook is connected to an offline mailbox store.
26/02/2015 08:40:37.352[1064]:
26/02/2015 11:52:12.133[12444]: User initiated restore action
26/02/2015 12:28:35.143[12444]: Log file closed.

[AndrewB]

the log isnt actually showing the restore. do you have it set to the highest level?