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cannot open the attachments on mails that have been archived

Rax2473
Level 3

We use Microsoft Office Communicator 2007 R2 version 3.5.6907.221

Office 2003 is version 11.8330.8341 SP3 part of Microsoft Office professional Edition 2003

Office suite is XP ( word/ excel/ powerpoint 2002 (10.6866.6870) SP3

Enterprise Vault is 8.0 ( 8.0.4.2002.0.http)

 

Hi, 

One of our users face an unique issue when trying to access the archived mails which has attachments. 

when he tries to open an attachment ( which was quite okay to be opened when he initially received the mail) on the archived mail, he gets the following attached error (please see attachment -  "attachment error" )

As a method of troubleshooting, I removed the evclient addin and then readded it back with the following process - 

 

1.    msiexec /uninstall “I:\Symantec\Enterprise Vault\Outlook Add-In\8.0.18386\evclient80.msi” 

2.     msiexec /i “I:\Symantec\Enterprise Vault\Outlook Add-In\8.0.18386\evclient80.msi TRANSFORMS=“I:\Symantec\Enterprise Vault\Outlook Add-In\8.0.18386\Allianz02.mst”

 

I also looked into the registry settings HKEY CURRENT USER > SOFTWARE > KVS > enterprise vault > Client > and renamed the ev cache in the shared location C: /DOCUMENTS AND SETTINGS /ALL  USERS / APPLICATION DATA/ KVSCACHE /

 

However, on relaunching the ev client by opening Outlook and synching, the attachments seem to have dissappeared altogether from the client. 

Very few mails now showed the attachments and they still had the same issue. However, on opening up Archive Explorer, I could see all the mails with the proper attachments and I could also open them. 

Could you please help me in resolving the issue, as I see it amongst customers on a regular basis. 

 

I have also attached the evclient log after enabling maximum tracing. 

 

 

 

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions

JesusWept3
Level 6
Partner Accredited Certified

Well the thing is, the registry settings say it has file, but the location itself is completely empty, so you need to do a proper reset of the vault cache entirely or disable it

https://www.linkedin.com/in/alex-allen-turl-07370146

View solution in original post

2 REPLIES 2

JesusWept3
Level 6
Partner Accredited Certified

Well the thing is, the registry settings say it has file, but the location itself is completely empty, so you need to do a proper reset of the vault cache entirely or disable it

https://www.linkedin.com/in/alex-allen-turl-07370146

Rax2473
Level 3

Hi JW2, 

Could you please help me get the correct location in the registry or the ev client log where it says that... that would help me to ubnderstand the issue. 

i did try to completely reset the vault cache and then tried again  - same issue