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Enterprise Vault disappears from Outlook

Created: 26 Jan 2009 • Updated: 21 Oct 2010 | 12 comments

1- Exchange Server 2007 runs in MS Windows server 2003 R3 (Standard x64 Edition with SP2)

2- Users have Outlook 2003 SP3

3- OS is XP Professional Version 2002 with SP3

4- We use Symantec Enterprise Vault Outlook Add-In 7.5 with SP4 (it packaged and rolled out by AD)

 

Problem:

When some users turn off and on the pc, they lost the Enterprise Vault icons in Outlook.. Uninstall and install the software doesn't help always. Then I delet the profile and create a new one.. But I am looking for a permanent solution..

 

Does any one know what the cause is and how can I solve this problem?

Discussion Filed Under:

Comments 12 CommentsJump to latest comment

GertjanA's picture

Hello Buckle,

 

Difficult to troubleshoot. Instead of reinstalling, you could try running the resetevclient.exe in the c:\program files\enterprise vault\evclient folder.

 

To troubleshoot, enable logging on the client. (ctrl+alt, click on an ev-icon in outlook, set logging to 4, close/start outlook). See if you can get some info from there. Is there anything similar to the users loosing the icons and the users that do not? Specific rights/ou's/policies?

 

gj

Thank you, Gertjan, MCSE, MCITP,MCTS, SCS, STS
Company: www.t2.nl

www.quadrotech-it.com

www.symantec.com/vision

Alan M's picture

Another thing to consider when troubleshooting would be to look at what other Outlook add-ins are being used on those machines. EV (and other Outlook add-ins in general) can conflict with each other.

bukle's picture

I was away for a while. I am back and this probleem is nog solved. I see that my collegue made two msi (enterprise vault with sp2 en sp4). Both packages are rolled out. I think this is the problem, but which one can I delete, sp4 or sp2?

Rob.Wilcox's picture

Hi bukle,

I'd suggest you remove both ... and then go with the EV 2007 SP 5 client, repackaged and rolled-out to your users.

bukle's picture

It strange! some of users' pc's I check programme files. Enterprise Vault map is not among software list.

Rob.Wilcox's picture

For thos machines, the Outlook Add-in is not installed, I don't think.

bukle's picture

That's right! packages are rolled out throug GPO! This is weird!

kkate's picture

Also please verify the user account configured in Outlook are with cache enabled..
If selected then deselect the cache mode.
Also open Outlook----->Help---->Microsoft Outllok----->disable items----->clear enterprise vault slected.

Please reply for any queries.

Regards
KK

fnketterman's picture

The differences are that I have a user with Microsoft Outlook 2007 we have installed v8.0.  It shows in Add/Remove programs as installed, yet will not show up in Outlook (neither icons nor the entry under "Tools") and gives an error message when you start Outlook.  I have ran resetEVclient.exe, with no errors, yet the error message persists and states that the EVClient .dlls are not installed.  I have reinstalled Outlook and the EVClient and reinstalled after running chkdsk for errors on the disk, it will show up for a few open/close cycles then disappear and the error message will return upon opening Outlook.  I have looked in the "disabled items" list and there is nothing here.

Thanks for the assistance.
Frank

Rob.Wilcox's picture

fnketterman,

Without a detailed look at your environment it's quite difficult to say for sure what is the cause of the problem.

However here are some thoughts, and ideas :-

a) What is the error message you get?
b) Are the users a local administrator on the machine or not?  Does it make any difference if they are?
c) Is this one or many users?
d) Does creating a new Outlook profile solve the issue?
e) What registry keys do you have under HKEY_CURRENT_USER\Software\KVS ?
f) What registry keys do you have under HKEY_LOCAL_MACHINE\Software\KVS ?

fnketterman's picture

a) "The Add-in "Enterprise Vault" (C:\Program Files\Enterprise Vault\EVClient\valkyrie.dll) cannot be loaded and has been disabled by Outlook. Please contact the Add-in manufacturer for an update. If no update is available, please uninstall the Add-in."

b) user is pc local admin.  Changing this does not seem to make any difference.

c) This has occured on multiple users, generally an un-install/re-install seems to fix it, but not in all cases.

d) No.

e) [HKEY_LOCAL_MACHINE\SOFTWARE\KVS]
 
[HKEY_LOCAL_MACHINE\SOFTWARE\KVS\Enterprise Vault]
 
[HKEY_LOCAL_MACHINE\SOFTWARE\KVS\Enterprise Vault\Install]
"Version"="8.0-Full"
"DeskTopClient"="Installed"
"InstallationDate"="1/21/2010 15:35:46"
"Installer"="/ "
"KitType"="Full Client"
"InstallPath"="C:\\Program Files\\Enterprise Vault\\EVClient\\"
"ClientKit"="Full Client"
 
f) [HKEY_CURRENT_USER\Software\KVS]
 
[HKEY_CURRENT_USER\Software\KVS\Enterprise Vault]
 
[HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client]
"OLBarState"=dword:00000000
 
[HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client\Defaults]
"RestoreLocation"=dword:00000001
"DeleteShortcut"=dword:00000001
"CreateShortcut"=dword:00000001
"DeleteOriginal"=dword:00000001
 
[HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client\PSTsMarked]
"4d02fb0acfc5524b86f9ef849307b737"="Internet Calendars"
"939472917eeaf84a80688b3199a430dd"="Personal Folders"

Thanks for the assistance.
Frank

Swathi Turlapaty's picture

@fnketterman, instead of reviving old threads, hereafter please make sure to post your questions on a new thread. Thanks!