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Enterprise Vault 10.0.2 Client; Error - unable to download item. [OIOM]

Created: 30 Sep 2013 • Updated: 03 Nov 2014 | 6 comments
This issue has been solved. See solution.

We have been using EV for about a year. I have 1 person who is suddenly receiving an error when trying to retrieve an email from his vault archive.

The error is "Unable to download this item. [OIOM]" 

Steps taken - Upgraded from 9.0.2 to 10.0.2. Verified that the registry settings were correct for the PSTDisableGrow. This is something we had to do when we first started using EV but I have verified that no changes have occurred.  Also, restarted EV services on appropriate server.  Web access works fine, no errors. Problem is definitely with the local Outlook client add-in.  Any thoughts?

Operating Systems:

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Rob.Wilcox's picture

Have you got a client trace with maximum logging enabled?

It is almost definitely the PSTDisableGrow and PSTDisableGrowAllowAuthenticodeOverrides registry keys.  The log file will confirm that.

You could also copy/paste screen shots of the registry keys, and / or export them and add as text files to this post.

A_J's picture

Hi Pboesen,

Have a look on the below link to confirm following values are set in the registry key..

http://www.symantec.com/docs/TECH156088

And provide us the client trace after reproducing the issue..

You can check the below article on how to take a client trace..

http://www.symantec.com/docs/TECH187468

I hope this helps.

GabeV's picture

Hi,

You definitely need both keys. If you have PSTDisableGrow, you must have PSTDisableGrowAllowAuthenticodeOverrides configured, as Rob mentioned. However, you need to make sure that you have keys in the right place:

HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\<version>\Outlook\PST

and not

HKEY_CURRENT_USER\Software\Microsoft\Office\<version>\Outlook\PST

Take a look at this forum:

https://www-secure.symantec.com/connect/forums/pst...

I hope this helps.

“Success is not final, failure is not fatal: it is the courage to continue that counts.”–Winston Churchill

pboesen's picture

Hi - Thanks for the responses. From the log file, the registry settings are correct but the MDC is corrupt.

I'm assuming a scanpst on the MDC should resolve (hopefully).  Unless there are other suggestions?

Logfile is attached.

AttachmentSize
ev_client_log_20131001100752.txt 13.12 KB
Rob.Wilcox's picture

If there is no data pending to be archived via Virtual Vault, you can try doing a Vault Cache reset from the Outlook Add-in.

Then when you restart Outlook don't configure Vault Cache yet.

Or you could just set the registry keys OVEnabled = 0 and VVEnabled = 0, and then start Outlook to eliminate the usage of Vault Cache and Vitual Vault.

However.

Your log file is not showing maximum logging, nor is it showing the retrieval of an item.

SOLUTION
A_J's picture

Hello Pboesen,

Are you still facing the issue ??