Error displayed when opening previously encrypted archived email messages - "Cannot load the Outlook form for XXXXXXXXXXXX items. You may need additional software to view items of this type."

Article:TECH202776  |  Created: 2013-02-13  |  Updated: 2014-09-25  |  Article URL http://www.symantec.com/docs/TECH202776
Article Type
Technical Solution


Issue



When opening a previously encrypted archived email Enterprise Vault (EV) displays the error "Cannot load the Outlook form for XXXXXXXXXXXX items. You may need additional software to view items of this type.".  Where "XXXXXXXXXXXX" is displayed as double byte Characters.


Error



Outlook Display Error


Cause



The Digital-ID certificate needed to decrypt the message is no longer available to Outlook.

 

The root cause of the issue can be observed in a client trace while replicating the issue.  The following client trace excerpt shows the source of the issue.
AutoWrap() IDispatch::Invoke("Display"=0000f0a6) failed w/err 0x80020009 [Your Digital ID name cannot be found by the underlying security system.]

 

Explanation

When a request to open a shortcut is issued by the user, the EV Outlook Add-ins capture the request. The archived item is then downloaded to the local machine and a request for Outlook to open the item is made.  During this process Outlook attempts to locate the required Digital-ID certificate to decrypt the item.  When Outlook is unable to decrypt the item, the error message seen above, is returned to the EV Outlook Add-ins.  Once the message is returned to the EV Outlook Add-ins, the message is then displayed to the User.
 


Solution



Locate and install the correct Digital-ID certificate.




Article URL http://www.symantec.com/docs/TECH202776


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