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Evault banner shows "There is a problem loading this item.." The item could not be downloaded. [OIOM] 80070005

Created: 23 Oct 2013 • Updated: 25 Nov 2013 | 11 comments
This issue has been solved. See solution.

Users are getting error (banner) that states "There is a problem loading this item.. some functionality may not be available. When clicking on the banner, it shows error code [OIOM] 80070005. Also the text or content of the archive items are cut-off. I hope someone who encountered this in past can help us resolve the issue.

Thanks.

Comments 11 CommentsJump to latest comment

JesusWept3's picture

What version of Outlook and what version of the EV Outlook Add-In are you using?
What version of Enterprise Vault are you using for the server?
Are you seeing any errors in the Enterprise Vault logs in the Event Viewer?

0x80070005 is Access Denied, so if you're using an older EV client, it could be a networking issue, specifically firewall, it could also be something like the Storage Service isn't running, maybe you changed the EV Admin password recently?

What i would suggest is going to to the Vault Admin Console, right click "Directory on EVServer", go to Properties then go to the Service Account tab, retype in the password and press Apply, and then ensure that each machine gets the password updated properly

After that, restart the Enterprise Vault Admin Service and try again

EV_Ajay's picture

Hi,

There might be problem that the item or DVS file associated with this item is missing from storage location. We need to findout whether that file is present or not on storage location.

Please refer following TechNote :

"there was an error loading this item -- some functionality may not be available"
http://www.symantec.com/docs/TECH126028

Also one thing. Please doubleclick on Error " There was an error loading this item -- some functionality may not be available" it will give another error or error code , which help us to exactly findout the issue.

Please share that error as well.

 

Thanks,

Ajay

RyanKim's picture

Hi Ajay,

This was the error code once we click  [OIOM] 80070005.

 

Hi Jesus,

This issue is only affecting selected user. Outlook is 2010. Evault is version 9. We tried also to open the mailbox in Outlook 2007 but we encounter same error.

One of my most concern is that once we open the archive email in outlook. the message body is cut-off but once we browse the message using evault explore, it displays in full.

 

EV_Ajay's picture

Solution :

First, the PSTDisableGrow setting must be implemented in the following registry location:

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

Second, add the PSTDisableGrowAllowAuthenticodeOverrides setting to the same location:

  1. Click Start, click Run, type regedit, and then click OK.
  2. Locate the following registry subkey:

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

  3. Click the Edit menu, point to New, and then click DWORD Value.
  4. Type PSTDisableGrowAllowAuthenticodeOverrides, and then press ENTER.
  5. Right-click PSTDisableGrowAllowAuthenticodeOverrides, and then click Modify.
  6. In the Value data box, type 1, and then click OK.

Restart Outlook and test retrieval of archived items.

When replacing the <version> section of the registry keys, use 11.0 for Outlook 2003, 12.0 for Outlook 2007, and 14.0 for Outlook 2010

Explanation :

Outlook Add-in uses the Outlook Object Model for displaying items. In order to display an item using the Outlook Object Model,  the item has to be in a physical information store (whereas previously EV was able to use an in-memory reference). Therefore, when an item is double-clicked, the EV client downloads it and places it in a temporary PST file. If the PSTDisableGrow registry setting is in place, then EV can create a PST file but then cannot “grow” it to insert the retrieved message. Errors are thrown in the client log, and the net result is the item fails to display, presenting the user with the shortcut instead.

 

Thanks,

Ajay

SOLUTION
GabeV's picture

Hello RK,

Have you had a chance to look at this technote?

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

As Rob and EV_Ajay mentioned, it could be the PSTDisableGrow registry key. However, you mentioned that there is only one user affected. These kind of registry keys are 'normally' push to the users through AD GPOs, but this user might be an exception ... so I was wondering why there is only one user affected.

You can apply the registry key PSTDisableGrowAllowAuthenticodeOverrides but if the reg key PSTDisableGrow was applied through a GPO, you definetily want to apply the first key through a GPO as well.

I hope this helps.

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

EV_Ajay's picture

Hi,

Have you tried the steps above. If you facing issue , please let us know.

Thanks,

Ajay

EV_Ajay's picture

Hi,

Is your issue is resolved ? If you require any help, please let us know.

 

Thanks,

Ajay

RyanKim's picture

Hi Ajay,

We cannot locate the registry location above. The client computer is Windows XP and Outlook is 2010. Thus this location need to be created manually?

Regards,

RyanKim's picture

Hi All,

 

Thanks for your help. The issue is related to PSTDisableGrow. We have deployed the fixed on GPO as a lot of users are affected.

 

Regards,