Unable to perform a message export from Compliance Accelerator of a .msg file (.html works)

Article:TECH161609  |  Created: 2011-06-06  |  Updated: 2011-08-23  |  Article URL http://www.symantec.com/docs/TECH161609
Article Type
Technical Solution

Product(s)

Environment

Subject

Issue



When logged into the Enterprise Vault (EV) Compliance Accelerator (CA) client, trying to perform an export of review results to .msg the export will fail with the error:
 
'Failed to retrieve: could not find file "\\evserver01\sharename01$\Compliance Cache\AcceleratorPrefetch_4"'
 
The error occurs per review item that is to be exported to .msg. The error also occurs for other departments indicating the issue is exporting to .msg and not the items that are being exported as an export to .html works. The steps to reproduce the error are:
 
1.      Click the Departments tab in the Compliance Accelerator client.
2.      In the left, filter pane, click on the Department in which to run the Export
3.      Click the Export tab.
4.      Click New at the top of the window.
5.      Name the export.
6.      Select the output folder path 
7.      Select the items to export.
8.      In the Options section, choose to export as 'original type' and export Exchange items to 'MSG'
9.      Click Apply.
10.   Error occurs - 'could not find file' 

Error



 'Failed to retrieve: could not find file "\\evserver01\sharename01$\Compliance Cache\AcceleratorPrefetch_4"'


Cause



 The error can be due to either:

  1. The output folder path / share not existing, or
  2. The output folder share permissions are not allowing the creation of the export folder noted in the error.

Note: Although the the Output folder path is displayed with a local path within the client, the path is actually located on the EV Server that the client logs into.


Solution



 Create a folder share that allows full control share permissions to all persons that should be authorized access to the export folder.





Article URL http://www.symantec.com/docs/TECH161609


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