enterprise vault outlook add-in could not establish a connection to your exchange mailbox

[domus]

Hello,

Since last two weeks I have 3 different cases of new computers displaying "enterprise vault outlook add-in could not establish a connection to your exchange mailbox." when Outlook is launched. I've tried to make a resetevclient, fixmapi, reinstall EV Client (v 12.3.2.1525), zap the account but nothing succeeded.

The evclientlog show the following entries. Does anyone already has this problem? Is there a Windows dll causing the problem ?

06/03/2019 08:58:40.020[10540][H]: Log file created (level 1).
06/03/2019 08:58:40.021[10540][H]: Unable to perform a MAPI Logon - verify that Exchange System Manager is not installed
06/03/2019 08:58:40.022[10540][H]: See http://www.veritas.com/docs/TECH54300 for more information
06/03/2019 08:58:40.024[10540][H]: Loaded UI Language Path: c:\program files (x86)\enterprise vault\evclient\languages\fr
06/03/2019 08:58:40.025[10540][H]: Loaded Help Language Path: c:\program files (x86)\enterprise vault\evclient\languages\fr
06/03/2019 08:58:40.026[10540][H]: Module path: C:\Program Files (x86)\Enterprise Vault\EVClient\valkyrie.dll
06/03/2019 08:58:40.028[10540][H]: Language resource module was loaded successfully: c:\program files (x86)\enterprise vault\evclient\languages\fr\Resources\valkyrie_fr.dll
06/03/2019 08:58:40.029[10540][H]: COutlookApplicationStartupEvent::Startup: Error (std::exception) :Failed to create Desktop object.
06/03/2019 08:58:40.093[10540][H]: FUI: Not loading UI as action map is empty. Is the user enabled?

User is enabled of course.

Is there anyone having any idea?

Phil

[GertjanA]

Hello Phil,

The interesting message is "Unable to perform a MAPI Logon".

What Outlook version? Is it by any chance a 'click to run' version? If it is, you need client 12.4

If you have a client pc which is working, can you have one of the employees having the issue logon to there, open Outlook, see if that works? It might be that there is 'something' on the new pc's preventing proper loading of EVclient. The KB article in the log references a local install of ESM, which is unlikely, but worth a try.

[domus · Accepted solution]

I finally found the poblem.

There was Microsoft Office Desktop Apps installed by default with the new PCs in the master that causes the problem. Even if Microsoft Office was installed properly in addition, it caused the problem. Uninstalling it resolve the issue.

Phil