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Retrieval problem

Created: 21 Mar 2006 • Updated: 23 May 2010 | 11 comments

We have an issue with retrieving a number of emails from Enterprise Vault. We are running EV V5 SP6 on Windows 2000 with Outlook 2000 SP1. We recently upgraded from EV5 SP4 but I can not confirm if this was an issue at that version.

It seems to only be HTML items that contain script somewhere within the message. The item archives fine without errors, however when we try to retirieve it we get the following error:
'An Error Occured opening this item'
'The Enterprise Vault settings for this item could not be read'.

No errors appear in the event logs, and a DTRACE shows little information either. We can open the item using the web browser, but not Outlook. We can also restore the item and then open it without issues too. I'm wondering if this may be some sort of security setting on the server/outlook rather an Enterprise vault setting. This is the same problem in Outlook 98, 2000, and 2003.
Any suggestions?
Thanks.

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Micah Wyenn 2's picture

A good way to test the permissions issue would be to try and use the vault service account's email profile to test with. If the problem doesn't exist using the VSA, you know that there's a permissions issue on the vaultstore shares. At least it will give ya a good place to start your troubleshooting.

micah

Michael Bilsborough's picture

Hi,

I suggest you restore the item and try and rearchive the item. I know there was a problem at one time which I think was fixed in V5 sp1. So it might be that this item was actually created then.

David Burke's picture

Thanks.....
The vault service account with the relevant mail profile do not open the items either. If I restore and then rearchive I get the same problem.

Jason Szeto's picture

Have you tried doing a client trace? It sounds like you can open all archive items except for certain messages with certain HTML attachments. Could possibly be a bug.

From the machine you are trying to retrieve the messages. Hold Ctrl+Shift, then click on one of the vault buttons. (Archive Item, Restore Item, etc..). This should bring up the client trace, turn on maximum logging and try to retrieve an item again. Hopefully, this will give you some more info on the error.

David Burke's picture

Well heres an output from the trace file of the client:
The only problem I can see is the line with the reference 0x8004011B. Not entirely sure what that relats to though
Thanks.

23/03/2006 09:33:47: CCommands::DoArchive: 0x0
23/03/2006 09:33:47: CDesktopUI::InSearch: 0x0
23/03/2006 09:33:47: ~CDesktopUI::InSearch: 0x0
23/03/2006 09:33:50: ~CCommands::DoArchive: 0x0
23/03/2006 09:33:56: CDesktop::get_Setting: 0x0
23/03/2006 09:33:56: NoUpgrade
23/03/2006 09:33:56: CDesktop::GetSetting: 0x0
23/03/2006 09:33:56: CDesktop::LoadSettingsFromHiddenMessage: 0x0
23/03/2006 09:33:56: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
23/03/2006 09:33:56: ~CDesktop::GetSetting: 0x1
23/03/2006 09:33:56: ~CDesktop::get_Setting: 0x1
23/03/2006 09:33:56: CDesktop::OpenStore: 0x0
23/03/2006 09:33:56: CDesktop::LoadSettingsFromHiddenMessage: 0x0
23/03/2006 09:33:56: ~CDesktop::LoadSettingsFromHiddenMessage: 0x0
23/03/2006 09:33:56: ~CDesktop::OpenStore: 0x0
23/03/2006 09:33:56: CStore::OpenShortcut: 0x0
23/03/2006 09:33:56: CShortcutItem::ReadItemProps: 0x0
23/03/2006 09:33:56: ~CShortcutItem::ReadItemProps: 0x8004011B
23/03/2006 09:33:56: ~CStore::OpenShortcut: 0x8004011B
23/03/2006 09:34:00: CCommands::DoArchive: 0x0
23/03/2006 09:34:00: CDesktopUI::InSearch: 0x0
23/03/2006 09:34:00: ~CDesktopUI::InSearch: 0x0
23/03/2006 09:35:00: ~CCommands::DoArchive: 0x0

Michael Bilsborough's picture

Hi,

Was V5.0 sp4 your first version of Enterprise Vault or did you ever have 5.0,5.0 sp1, 5.0 sp2?

David Burke's picture

Dodo,

V5 SP4 was our first V5 upgrade (from V4). Does that make a difference then?
Thanks

Micah Wyenn 2's picture

I don't think so...I just had a client get this error on version 6.0sp2. something else is going on here.

micah

Michael Bilsborough's picture

Hi,

Log a case with support send them a sample message with details of your EV shortcut settings, ev version details.

David Messenger 2's picture

We had a word .dot doing the rounds that had a dodgy graphic embedded and it had the same sort of problem. I thknk I created a new .dot and copied evrything over and it was fine (i.e. something was corrupted in the file). Are all the attachemnts sourced from the same file perhaps?

David Burke's picture

I've logged the call with PS and they have a number of samples now. I've confirmed this to be since the upgrade as I have tested the messages in our test lab with version 5 SP4 which works ok. Upgraded to SP6 and no other changes and it fails to retrieve after that. However older items all retrieve. It just seems to be with new messages including script in them.