Forms not loading

[Jeff_Cohen]

Running Ev 10.0.1 with Outlook 2007

Test OS is Windows 7 64bit

Forms are set to "always" deploy locally in the desktop policy.

The client gets the icons for the vaulted messages but the forms for the message never come up. Under Forms Manager in Outlook it would seem the forms are there (set to <hidden>). Clearing the cache seems to have no effect.

[JesusWept3]

how do you mean the forms don't come up?
so you see the EV icons such as the archived item, pending, restore pending etc , but what is it that isn't showing?

[Jeff_Cohen]

basically nothing shows. we see the icon, but the message itself looks exactly as it would in outlook if the add-in is not installed.

doing logging it shows the item being downloaded when it is "opened" but to the user other than the icon everything looks exactly as if EV was never used, the messages have not been replaced by shortcuts either. although not sure if that is because the forms seemingly are not working

alt+enter on an item shows it's type as a Vault Message

all of the buttons on the toolbar work (archive, restore, etc)

[LCT]

So what you are saying it's that you are not able to retrieve the archived message by double clicking on the EV shortcuts in Outlook 2007?

Would you be able to turn on the client trace and attach it to this post?

http://www.symantec.com/business/support/index?page=content&id=TECH38096

May need to dtrace the retrieval process on the EV server at the same time as the client trace too.

http://www.symantec.com/business/support/index?page=content&id=TECH38122

Can you see a message (like a grey banner, saying The archive message is not available or something like that) on the opened message? What is your Shortcut content set to?

[JesusWept3 · Accepted solution]

couple of things to check are making sure that VBScript is enabled (by default on Terminal Services/Citrix servers, the vbscript.dll file does not exist, and there for the items don't open)

Also another thing to check is whether the desktop policy is set to show the contents or just the shortcut, if its set to shortcut then it never attempts to retrieve from the server.

other than that, as LCT suggested, just try getting a client trace and see whats happening, it could be that it can't connect to the EV Server or something like that, and a grey banner would appear saying that the item could not be retrieved, and when you click the banner it will open a dialog with the error

If the grey banner doesn't show and you have your policy set to show contents, then it would almost definitely be that the vbscript is disabled

[Rob_Wilcox1]

Is the shortcut part of the policy set to keep the 'whole' message?  Rather than trimming it in some way.

[Jeff_Cohen]

Thanks, the answer was the desktop policy not set to show the proper contents!

[Rob_Wilcox1]

Good to see you have it sorted.. multi-solutioned up :)