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Silent upgrade of client from v9.0.4 to v10.2 causes ribbon to disappear

Created: 29 Oct 2012 • Updated: 26 Feb 2013 | 31 comments
This issue has been solved. See solution.

Hi All,

 

We're in the process of upgrading our back end servers from v8 to v10 and are at the stage were we have our 9.0.4 servers on Windows 2008 R2. Before we do the final upgrade to v10.0.2 we are going to use SCCM to upgrade our client estate (Windows XP SP3 with Office 2007 and WIndows 7 with Office 2010) from a mixture of v8 and v9 clients to the latest v10.0.2 client.To facilitate the roll out we'll be using a silent installation using SCCM like we have with our older clients in the past.

 

Problem

I have packaged the msi with the requisite command line to suppress reboots and the install goes fine (Appears in programs and features, can retireve mail, entry is in the Add-Ins section etc.) but the ribbon in Outlook 2010 does not show (Tried four different computers so far). If I do a manual upgrade using the setup.exe then the install works fine and the ribbon is shown. On a Windows XP/Office 2007 machine the silent installation works fine as well although all of these have been on a limited number of trial machines.

 

Troubleshooting

On the problem machines after the upgrade has broken the EV client I've tried a repair, removal and re-installation, client reset, re-synching ev with the users mailbox and nothing helps. Below are two log files from two different clients with the issue. RPC over HTTP is allowed in the policies and were fully working with the 9.0.4 client.

 

Client 1

 

29/10/2012 15:00:11.350[6608][H]: Log file created (level 1).
29/10/2012 15:00:11.351[6608][H]: Loaded UI Language Path: c:\program files\enterprise vault\evclient\languages\en
29/10/2012 15:00:11.353[6608][H]: Loaded Help Language Path: c:\program files\enterprise vault\evclient\languages\en
29/10/2012 15:00:11.355[6608][H]: Module path: C:\Program Files\Enterprise Vault\EVClient\Valkyrie.dll
29/10/2012 15:00:11.357[6608][H]: No language resource module was loaded, the default English resources in Valkyrie.dll will be used
29/10/2012 15:00:11.359[6608][H]: RPC over HTTP is enabled (flags = 7)
29/10/2012 15:00:11.397[6608][H]: Unknown exception occurred
29/10/2012 15:00:11.538[6608][H]: IDispatch::GetIDsOfNames("MessageClass") failed, error 80020006
29/10/2012 15:00:12.341[6608][H]: FUI: Not loading UI as action map is empty.  Is the user enabled?
 
Client 2
29/10/2012 15:00:13.598[1108][H]: Log file created (level 1).
29/10/2012 15:00:13.600[1108][H]: Loaded UI Language Path: c:\program files\enterprise vault\evclient\languages\en
29/10/2012 15:00:13.602[1108][H]: Loaded Help Language Path: c:\program files\enterprise vault\evclient\languages\en
29/10/2012 15:00:13.604[1108][H]: Module path: C:\Program Files\Enterprise Vault\EVClient\Valkyrie.dll
29/10/2012 15:00:13.605[1108][H]: No language resource module was loaded, the default English resources in Valkyrie.dll will be used
29/10/2012 15:00:13.608[1108][H]: RPC over HTTP is enabled (flags = 7)
29/10/2012 15:00:13.930[1108][H]: FUI: An unknown exception has been caught
29/10/2012 15:00:14.114[1108][H]: IDispatch::GetIDsOfNames("MessageClass") failed, error 80020006
29/10/2012 15:00:18.546[1108][H]: FUI: Not loading UI as action map is empty.  Is the user enabled?

 

The only way I can get these PC's to work which used the silent upgrade option is to delete the mail profile and re-create it but this is totally impractical for over 1000 machines.

 

Any ideas or help will be much appreciated

 

Thanks

Michael

Comments 31 CommentsJump to latest comment

Rob.Wilcox's picture

So from your notes:

 

Windows XP SP3 with Office 2007 and WIndows 7 with Office 2010

 

You said that the first one works?

 

<snip>

On a Windows XP/Office 2007 machine the silent installation works fine as well although all of these have been on a limited number of trial machines.

</snip>

 

So the issue is with Windows 7 and Office 2010?

 

What version of the Outlook Addin did these have previously?  Have you tried the MSI to run silently, and if so, what command line switches did you use?

I am 'thinking out loud' but we need to figure out if the issue with the repackaging, SCCM, or the install, or the environment.

Hertel ICT's picture

 

Thanks for the quick response Rob and in answer to your questions:-

 

Windows XP/Office 2007 worked with the silent install.

Windows 7/Office 2010 has the issue with the missing ribbon but only on the silent install. If I run setup.exe and go through an interactive install the ribbon is there but only if I haven't tried the silent install. Once the silent install has been tried the client is toast even if you run setup.exe.

 

The command line for the SCCM silent install is

msiexec.exe /qn ALLUSERS=2 /m MSIHGWSF /i "Symantec Enterprise Vault Outlook Add-in.msi" MSIRESTARTMANAGERCONTROL=Disable REBOOT=ReallySuppress

 

These were upgrades from client v9.0.4. I haven't touched the MSI so it's just a silent install out of the download with the above switches. I have also used the above command line without SCCM from the run box and it has the same issues.

 

Thanks

Michael

Rob.Wilcox's picture

How are you getting around the fact that you can't run the MSI directly (because of UAC?) - you have to run setup.exe ...

Hertel ICT's picture

If you use SCCM with the switches and set it to install "whether a user is logged on or not" it elevates the installation automatically (We use this for all of our installs).

Rob.Wilcox's picture

Okay - I tested turning UAC off, since I do not have SCCM installed.

 

I then ran the install (and added the /l*V c:\temp\mylogfile.txt switch to get a log file.

 

It ran fine.

 

The event log also reports success.

 

So..  what does your event log report when it isn't working?  Have you tried generating an MSIEXEC log file?  Have you tried the steps that I outlined?  (eg turn off UAC, perform the install from the command line which you provided).

In the meantime, tell me what to install to test per SCCM, and I'll gladly try it.  Once you've done your test where it is failing, you might see something obvious in the MSIEXEC log file, such as Desktop being set to 'None' for example.

Hertel ICT's picture

I've increased the logging level (Full log file attached) to the max on one of the clients and the only thing I can see is the below errors:-

 

 

29/10/2012 16:17:36.616[5420][M]: Trying to open the HKCU\SOFTWARE\KVS\Enterprise Vault\Client\F00F84EAEC68F1449E668491466A25DC\WDS Index Data\Delete key for WDS indexing
29/10/2012 16:17:36.618[5420][M]: Key "" found under HKCU\SOFTWARE\KVS\Enterprise Vault\Client\F00F84EAEC68F1449E668491466A25DC\WDS Index Data\Delete
29/10/2012 16:17:36.620[5420][M]: Error code: 259
29/10/2012 16:17:36.620[5420][M]: Trying to open the HKCU\SOFTWARE\KVS\Enterprise Vault\Client\F00F84EAEC68F1449E668491466A25DC\WDS Index Data\Add key for WDS indexing
29/10/2012 16:17:36.622[5420][M]: Key "" found under HKCU\SOFTWARE\KVS\Enterprise Vault\Client\F00F84EAEC68F1449E668491466A25DC\WDS Index Data\Add
29/10/2012 16:17:36.623[5420][M]: Error code: 259
29/10/2012 16:17:36.624[5420][M]: Trying to open the HKCU\SOFTWARE\KVS\Enterprise Vault\Client\F00F84EAEC68F1449E668491466A25DC\WDS Index Data\ReIndex key for WDS indexing
29/10/2012 16:17:36.626[5420][M]: Key "" found under HKCU\SOFTWARE\KVS\Enterprise Vault\Client\F00F84EAEC68F1449E668491466A25DC\WDS Index Data\ReIndex
29/10/2012 16:17:36.628[5420][M]: Error code: 259
29/10/2012 16:17:36.628[5420][L]: ~WDSUtil::UpdateWDSIndex: 0x0
29/10/2012 16:17:36.629[5420][L]: CONTENT:BUILD: ~CCDownloadContentCache::FinishedDownloading: 0x1
29/10/2012 16:17:36.630[5420][L]: CONTENT:BUILD: ~CCDownloadContentCache::StartJobRunning: 0x0
 
AttachmentSize
ev_client_log_20121029161433.txt 1.02 MB
Rob.Wilcox's picture

Those errors are normal.

 

I don't see anything like your original post:

 

29/10/2012 15:00:12.341[6608][H]: FUI: Not loading UI as action map is empty.  Is the user enabled?

 

... In that log file which you attached. I get that Message Class error.. so  I don't think that is relevant either.

 

Can you screenshot/confirm that the ribbon is not visible for that user?

Hertel ICT's picture

This is beyond bizarre.

 

After switching on their machines this morning the guy who wasn't working (The log file above) now has his toolbar but one of the guys who was working (Deleted his Outlook profile to fix the issue yesterday) now doesn't have a toolbar so this looks like it's not a UAC issue but something strange with the client itself. One of my other test users still doesn't have his toolbar after the upgrade. All are running Windows7/Office 2010 and had the upgrade from 9.0.4 to v10.0.2.

 

All users are enabled and have been for a long time. Any ideas where to start now?

 

Thanks in advance

Michael

Rob.Wilcox's picture

Try to reproduce the issue using JUST msiexec.. and add on to the command line the /l*V filename.log, and then review the log file..  as previously mentioned.

Maybe also generate a full client trace for the one that doesn't see the toolbar now.  You'll need to increase the logging level via the registry.

Same for the one with the new profile, perhaps.

Hertel ICT's picture

Hi Rob,

 

  This isn't an installation issue now as we've narrowed it down to something really bizarre. If we set the LoggingLevel DWORD to 3 then on all of the test clients the toolbar works and is visible. As soon as we set it to anything lower then the toolbar doesn't appear! This sounds like a bug to me, what about you?

 

Thanks

Michael

Jeff Shotton's picture

Michael,

You initially said this worked fine when you ran the setup manually, but from reading the thread it doesn't work in the event that you use a silent install UNLESS the logging level is 3?

It still looks to me like this could be some sort of installation issue. Maybe (wild hypothesis time) this is something to do with a timing problem and the way you are installing has a bearing on that. Turning the logging up to 3 will slow the client down. Maybe that is why it works afterwards.

Can you grab a client log with the logging level set to 2, and another with the logging level set to 3?

Regards,

Jeff

Jeff Shotton

Principal Consultant

Adept-tec Ltd

Website: here

Hertel ICT's picture

Hi Jeff,

 

  I've attached a level 2 and level 3 log file as requested. Yes mine which is a manual install appears to be working fine everytime (I am running Windows 8/Office 2010 so that is a slight difference) and I agree it might be a timing issue because the PC which we changed to level 2 now still has its EV toolbar! This is getting beyond confusing!. I'll try removing the client from this PC and install it with full logging turned on and attach it here when done.

 

Thanks

Michael

AttachmentSize
ev_client_log_20121030090725.txt 37.94 MB
ev_client_log_20121030103624.txt 107.48 KB
Hertel ICT's picture

Attached is a windows installer log I already did for the PC above with logging level 2.

 

Thanks

Michael

AttachmentSize
evinstaller.txt 1.11 MB
Rob.Wilcox's picture

The installer and client logs look fine to me.  So this user works, right?

Hertel ICT's picture

Hi Rob,

 

  Yes this users now works (Until it decides to stop again)!

 

Regards

Michael

Jeff Shotton's picture

if both those logs are 'working' there isn't really much point looking at them yet.

Upload a non-working level2 when you get another and let us know :)

the client log will be created in the %temp% directory on the client.

In case you dont know how to get a client log without the icons available : http://www.symantec.com/docs/TECH38096

 

Jeff Shotton

Principal Consultant

Adept-tec Ltd

Website: here

Hertel ICT's picture

I've asked the guys to change their logging to level 2 (From 3) and one of them quit out of Outlook and went back in again and his buttons have all disappeared again. Log file below. I've asked them to check again tomorrow when they come back in to see if they are still gone as we're all going home in a few minutes.

 

30/10/2012 16:20:45.008[7172][H]: Log file created (level 1).
30/10/2012 16:20:45.009[7172][H]: Loaded UI Language Path: c:\program files\enterprise vault\evclient\languages\en
30/10/2012 16:20:45.011[7172][H]: Loaded Help Language Path: c:\program files\enterprise vault\evclient\languages\en
30/10/2012 16:20:45.012[7172][H]: Module path: C:\Program Files\Enterprise Vault\EVClient\valkyrie.dll
30/10/2012 16:20:45.013[7172][H]: No language resource module was loaded, the default English resources in Valkyrie.dll will be used
30/10/2012 16:20:45.015[7172][H]: RPC over HTTP is enabled (flags = 39)
30/10/2012 16:20:45.132[7172][H]: Unknown exception occurred30/10/2012 16:20:45.290[7172][H]: IDispatch::GetIDsOfNames("MessageClass") failed, error 80020006
30/10/2012 16:20:45.978[7172][H]: FUI: Not loading UI as action map is empty.  Is the user enabled?
30/10/2012 16:21:19.082[7172][H]: Add-in successfully handled Outlook shutdown.
 

Rob.Wilcox's picture

For this particular user ...

 

a/ Close Outlook

b/ Confirm via Task Manager that Outlook.exe is gone.

c/ Leave the logging level at 2.

d/ Open Outlook

e/ Check for buttons, and grab log file if there are no buttons.

 

Then assuming that there are no buttons...

 

a/ Close Outlook

b/ Confirm via Task Manager that Outlook.exe is gone.

c/ Change logging level to 3 via the registry.

d/ Open Outlook

e/ Check for butons, and grab log file if there is no buttons

 

The error about message class is a red-herring in my opinion.  I have it on my system.

 

The only time that I have seen that part of the log which says:

 

FUI: Not loading UI as action map is empty.  Is the user enabled?

... is when a user has been zapped, or not enabled.

It is also POSSIBLE that there is a probelm reading the hidden message (would need to see the whole of the client trace to see if other information is recroded or not).  You'd normally see (even in a level 2 trace) :

 

LoadSettingsFromHiddenMessage com_error: 0x80004005

 

It is also POSSIBLE that it is a timing issue in that we are reading the 'wrong' or a missing hidden mesage, leading the Outlook addin to believe that the user isn't enabled, when in fact they are.

Flir's picture

Just so you don't feel left out in the cold, I'm experiencing the same issue. 9.0.3 was silently installed. 10.0.1 works with no problem after manual upgrade. Only 10.0.2 exhibits this behavior (after a manual upgrade). I have a case open with Symantec at this time.

Hertel ICT's picture

Thanks for the update Flir, I'm glad it's not just me. I haven't been able to look at this since my last post as we've had a major critical issue and I've been very busy after that but if you could keep me informed about this I would appreciate it.

STHN's picture

Did you find a solution, yet?

PMCS GmbH & Co. KG - Consulting und Support für Altiris/SEP/EV und andere Symantec Produkte.
Please take the time and mark this post as solution if it solved your problem - thanks!

STHN's picture

Hello,

we have a customer with the exact same issue. Is there a known cause or a solution, yet?

I would be delighted!

Thanks in advance.

PMCS GmbH & Co. KG - Consulting und Support für Altiris/SEP/EV und andere Symantec Produkte.
Please take the time and mark this post as solution if it solved your problem - thanks!

STHN's picture

Yes. Only that loglevel 2 works. Loglevel 1 shows the same entries:

18/12/2012 12:13:56.844[6524][H]: Log file created (level 1).
18/12/2012 12:13:56.845[6524][H]: Loaded UI Language Path: c:\program files (x86)\enterprise vault\evclient\languages\de
18/12/2012 12:13:56.846[6524][H]: Loaded Help Language Path: c:\program files (x86)\enterprise vault\evclient\languages\de
18/12/2012 12:13:56.847[6524][H]: Module path: C:\Program Files (x86)\Enterprise Vault\EVClient\Valkyrie.dll
18/12/2012 12:13:56.849[6524][H]: Language resource module was loaded successfully: c:\program files (x86)\enterprise vault\evclient\languages\de\Resources\valkyrie_de.dll
18/12/2012 12:13:56.850[6524][H]: RPC over HTTP is enabled (flags = 7)
18/12/2012 12:13:56.884[6524][H]: Unknown exception occurred18/12/2012 12:13:56.961[6524][H]: IDispatch::GetIDsOfNames("MessageClass") failed, error 80020006
18/12/2012 12:13:57.975[6524][H]: FUI: Not loading UI as action map is empty.  Is the user enabled?

 

There is now "LoadSettingsFromHiddenMessage" anywhere in the logs.

Now what? Contact Enterprise Support?

PMCS GmbH & Co. KG - Consulting und Support für Altiris/SEP/EV und andere Symantec Produkte.
Please take the time and mark this post as solution if it solved your problem - thanks!

thomas.pluemper@eberspaecher.com's picture

Hello,

I have the same problem with AddIn Enterprise Vault Client 10.0.2.1210 (Full functionality enabled)

 

LogLevel 2 and 3 works, LogLevel 1 not!

 

Paul Honey's picture

Hi,

I am investigating this issue in Engineering as we speak and agree that it seems beyond bizarre. Can anyone on this post who is experiencing the issue or has a customer experiencing it, and is not already engaged with Support on this case, confirm whether or not the affected users always meet the following criteria:

1. Their desktop policy \ advanced setting 'RemovePST Entries' is set to 1

2. They have enabled 'Sharepoint Lists' into Outlook

Just trying to rule in / out possible theories. Also, if you don't have an open Support case, can I recommend that you do that now and ask that it is cross referred to the open case that I am working as the more info I can get the better I expect in figuring out what is causing this

Regards

Paul

Paul Honey | Enterprise Vault Engineering | Customer Focus Team (CFT) | Symantec Corporation | www.symantec.com

Hertel ICT's picture

Hi Paul,

  With the amount of work and projects on at the moment my work on this has stopped (We're just using the latest 9.x client) for the moment but I can confirm that we have those options set as we use SharePoint and have calendar integration.

 

Regards

Michael

STHN's picture

I am pretty sure it's about whether you have PST files in your Outlook or not. Remove any PST file and the Add-In will start again. Sharepoint lists by the way are PST files, too.

But I think this is a bug and needs to be solved by Symantec.

PMCS GmbH & Co. KG - Consulting und Support für Altiris/SEP/EV und andere Symantec Produkte.
Please take the time and mark this post as solution if it solved your problem - thanks!

Paul Honey's picture

Thanks Michael,

I'll post back here on any significant developments. One more question if you don't mind - Sharepoint 2007 or 2010?

Regards

Paul

Paul Honey | Enterprise Vault Engineering | Customer Focus Team (CFT) | Symantec Corporation | www.symantec.com

Paul Honey's picture

Hi All

We have released a technote on this issue which details the problem, environments affected and a number of immediate workarounds.

http://www.symantec.com/business/support/index?page=content&id=TECH201625

The 'Sharepoint Lists' connection is relevant as it creates a local PST and associates that to the user's profile, but the issue can in fact be reproduced by simply creating an Outlook Data File within Outlook, and associating it to the user profile

We are also planning to fix this in the next available service packs and cumulative hotfixes, so please subscribe to that technote for updates

Regards

Paul

Paul Honey | Enterprise Vault Engineering | Customer Focus Team (CFT) | Symantec Corporation | www.symantec.com

SOLUTION