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EV Outlook Add-In could not establish a connection to your Exchange Mailbox

Created: 19 Sep 2013 | 23 comments

After installing the 10.0.4 Oulook add-in on multiple machines, I receive the following error every time a user logs into Windows:  "Enterprise Vault Outlook Add-In could not establish a connection to your Exchange Mailbox.  Restart Outlook and, if the same error occurs repeatedly, call your helpdesk."  I suspect that it comes up when Lync is starting.  Otherwise, it seems to function properly.

Any ideas?

Windows 7 64-bit

Enterprise Vault Server 10.0.3 Hotfix 2

Outlook Add-In 10.0.4

Outlook 2010

Lync 2010

Operating Systems:

Comments 23 CommentsJump to latest comment

EV_Ajay's picture

Hi,

Following article will help you.

Troubleshooting Exchange connectivity issues with Enterprise Vault (EV)
http://www.symantec.com/docs/TECH35774

Thanks,

Ajay

Rob.Wilcox's picture

Hmm.. When exactly does this appear?

 

If you launch Windows, login, and wait 5 minutes then start Outlook.. does it appear?

After that if you open Lync does it appear?

 

If you launch Windows, login, and wait 5 minutes then start Lync... does it appear?

And then if you open Outlook, does it appear?

don.sanders's picture

It happens right after login.

Launching Outlook or Lync at any point after the login doesn't result in an error.

Configuring Lync to not Automatically start at login doesn't resolve the issue either.

Sorry for the late replies.  I wasn't getting notifications from this post although I am subscribed.

Eric C's picture

I have a client with the same problem, resetevclient.exe didn't resolve it. Any thoughts

Windows XP SP3

Outlook 2010

Enterprise Vault 10.0.4 (Server and Client)

Exchange 2010

GabeV's picture

Do you have an EV client log that we can look at it?

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

don.sanders's picture

Here's one with personal info removed.  Note that the error popped up about a minute or so before this log starts when logging into windows.  This log doesn't start until Outlook was started a minute after the error was generated.

AttachmentSize
ev_client_log_20130927123011.txt 9.65 KB
GabeV's picture

I forgot to ask you to enable maximum tracing. I see some errors with hex code  0x80020006. There are some TN about these kind of errors related to others add-ins installed on the client:

IDispatch::GetIDsOfNames("MessageClass") failed, error 80020006

If you can enable maximum tracing and post a new client log, we can try to confim if this is the case or not.

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

GabeV's picture

Sorry about the link ... do you know if there are others add-in installed in Outlook that could be affecting the EV Outlook add-in? If so, try to disable each 3rd-party add-in to narrow down the issue.

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

don.sanders's picture

I tried disabling except for the EV Outlook add-in and still received the error. I didn't receive the error after disabling the EV add in.

GabeV's picture

Would you have an Outlook 2013 client where you can try to reproduce the same issue with the EV 10.0.4 client?

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

don.sanders's picture

Outlook 2013 clients running on windows 8 or server 2012 don't appear to have the issue. I don't have an Outlook 2013 client on Windows 7.

GabeV's picture

We have seen this issue with Outlook 2010 and 2007 clients, but not with Outlook 2013. I'd suggest you to open a case with support for further assistance.

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

Eric C's picture

Here is a log from my client. We have removed ESM from the desktop (they have since migrated to Exchange 2010).

Thoughts?

AttachmentSize
ev_client_log_20130927143405.txt 993 bytes
Rob.Wilcox's picture

I would suggest you need to uninstall and reinstall the Outlook Add-in, see if that helps.

Rob.Wilcox's picture

Your log files don't show the maximum level of tracing.

When does this pop-up appear? Is it in fact.. a pop-up?

don.sanders's picture

The first one wasn't set to maximum but the second one was: https://www-secure.symantec.com/connect/forums/ev-outlook-add-could-not-establish-connection-your-exchange-mailbox#comment-9274471

It appears right after logging into Windows without opening any applications.

When I actually launch Outlook or Lync after that, I don't receive the pop-up. The pop-up also closes itself after a short period of time without me clicking OK.

Error.jpg
Rob.Wilcox's picture

I've honestly never seen that before - you could do with getting in touch with Symantec, and asking to speak to someone in Backline. They'd be able to look at the code and tell you in which circumstances that is logged.

Rob.Wilcox's picture
Is anything else needed on this thread? If not then perhaps mark one or more of the threads that were most helpful as the solution.
Ronen Tzimbel's picture

Hello,

we have a same issuse with 1000 users.

Ronen

 

 

don.sanders's picture

None of the comments lead to a resolution. I suppose contacting support could be helpful but I don't have a pressing need to upgrade now and will wait for Symantec to work it out themselves rather than wasting my time on it.