Error opening shortcuts using EV8 client if user is disabled and had their mailbox "zapped"

Article:TECH77679  |  Created: 2009-01-07  |  Updated: 2013-08-30  |  Article URL
Article Type
Technical Solution


Error opening shortcuts using EV8 client if user is disabled and had their mailbox "zapped"


If a user has been disabled, and had their mailbox "zapped" to clear the filter message and they have the Version 8.x client installed, they may see the following error when double-clicking on a shortcut :-

"There was an error loading this item -- some functionality may not be available"

This only affects EV8.x clients as Enterprise Vault 8 introduced "Vault Cache" and additional coding to work with this function causes this issue. A client trace will show the following (this is an extract of a complete trace) :-

25/11/2009 16:10:15.330[3304]: LoadSettingsFromHiddenMessage com_error: 0x80004005
25/11/2009 16:10:15.331[3304]:~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x80004005
25/11/2009 16:10:15.333[3304]: ~DesktopCommonConfig::GetSetting: 0x8004E00C
25/11/2009 16:10:15.333[3304]: ~DesktopConfig::GetSetting: 0x0
25/11/2009 16:10:15.334[3304]: CShortcutItem::DisplayWithGuessedURL returns: 0x8004E00C

Symantec Corporation has acknowledged that the above-mentioned issue is present in the current version(s) of the product(s) mentioned at the end of this article. Symantec Corporation is committed to product quality and satisfied customers.
This issue is currently being considered by Symantec Corporation to be addressed in the next major revision of the product. There are no plans to address this issue by way of a patch or hotfix in the current or previous versions of the software at the present time. Please note that Symantec Corporation reserves the right to remove any fix from the targeted release if it does not pass quality assurance tests or introduces new risks to overall code stability.  Symantec's plans are subject to change and any action taken by you based on the above information or your reliance upon the above information is made at your own risk.
Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.
Please contact your Symantec Sales representative or the Symantec Sales group for upgrade information including upgrade eligibility to the release containing the resolution for this issue. For information on how to contact Symantec Sales, please see <>


Supplemental Materials


Shortcuts fail to open when a user is disabled and using EV8 client.

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