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SWV vs. Outlook - once again

Created: 01 Jul 2010 • Updated: 29 Jul 2010 | 13 comments

Hi everyone

I'm very sorry, that I need to come back to the SWV vs. Outlook issue.
However, after rolling out 100+ SWV 6.2.1562 (6.1 SP4) we encounter again some very strange Outlook issues. This time however, it's not happening on every machine. Only "some" users are affected.
They get the Outlook error message "The connection to the Microsoft Exchange Server is unavailable. Outlook must be online or connected to complete this action" when trying to open a shared calendar.
The difference between the error with SWV 6.1.5126 (see other thread https://www-secure.symantec.com/connect/de/forums/swv-615126-vs-outlook-2007) is that an Outlook Profile repair isn't necessary. Only closing and reopening Outlook is enough to get it back to work.
Since we've got some VIP users affected, this is pretty urgent to us.

Interestingly, the users that got the 6.1.5126 build installed before updating to 6.2.1562 don't have any issues. Only machines that upgraded from older versions (either 2.1.3071 or 6.1.5114) seem affected. Does this make any sense?

Thanks for your help

Kind regards
Roland

Comments 13 CommentsJump to latest comment

Jordan's picture

Does it happen on all machines that were upgrades from 2.1 or 6.1 SP1?

I'm going to be on vacation until middle of next week so you should probably contact support as I'll only have time to start looking at time around next Wednesday.

one thing you can do is see if this happens with no layers active or with only an empty layer active.  I know it might be hard to repro since you've said it doesn't happen on all machines but I figure you've got one or two when you can try this.

If a forum post solves your problem please flag is as the solution

rpfenninger's picture

No, fortunately it doesn't happen on all upgraded workstations.
It's really hard to reproduce and to test with no layers or only an empty layer, I'd have to remove all the (business) applications from the users computer which makes it useless then...
We've opened a case but I haven't heard something yet.

rpfenninger's picture

We've found out that it helps to deactivate all the layers at the time when the calendar issue occurs. That way one doesn't need to restart Outlook to open shared calendars. However of course all the virtual applications are unavailable. After activating the layers the error occurs again right away.
So it definitely has to do with SWV.

yamine's picture

We have notice the same behavior on our XP  SP3 machines with SWV 6.2.1562 (6.1 SP4) and Outlook from office 2010

LeeT's picture

All,
Confirmed here as well. XP SP3 w/Office 2003.
I have the 6.1.SP4 (6.2.1562) client installed and as long as the layers are not active, the issue with seeing other calendars does not appear. Due to the previous issues with outlook, I uninstalled my old version and installed this one fresh.

Doing some testing,  All layers not active = no issues.
If I activate a layer, I can access any "cached" calendars I opened when the layers were not active, but any new calendars I try to open I get the same error as mentioned by rpfenninger. Deactivate the layer and I can access those calendars.
It appears to be blocking some caching of the data or something.

BTW, we use exchange cache mode and have a local OST files. I will see if the same issue exists with a non-cached mode account.

I'm willing to test as I can re-produce this on my own machine.

LeeT's picture

From our perspective, an account that does not use cache mode does not seem to exhibit the behavior. So it may appear that SWV is preventing from one of the cache files from updating.

more to come..
 

rpfenninger's picture

Hi Lee
We encounter this issue even on workstations where the Exchange-cache-mode is NOT used.

Jordan's picture

Any info you find will be helpful, we're looking into this as well.

If a forum post solves your problem please flag is as the solution

rpfenninger's picture

Jordan,
I've received an e-mail from a Symantec technician regarding this case. He was talking about a newer version (SWV 6.1 SP4 HF1). Unfortunately, he didn't mention where I can get it and I can't find it on the Symantec website yet. Do you have insights on this release?

Thank you
Roland

rpfenninger's picture

OK, I was finally able to download the latest build (6.1. SP4 MP1, Build 6.2.1575) and will test it. Update this thread as soon as possible.
Thanks

LeeT's picture

Good Day all,
Well, i came in today to a BSOD on the swv executable (fslx.sys). <ugh>
The problem is when I rebooted and opened my outlook, it began to "process" my local cache file (as it appeared) and was synchronizing or updating the mail server copy. Connecting to a different machine, I now have duplicate folders on the mail server. I only make mention of this as this is the 2nd time it has happened since updating my SWV to 6.1 SP4. So it appears that there's more at play here and the Outlook impact is still something that needs to be investigated.

I had to delete my Outlook Profile to get it back to working properly.

rpfenninger's picture

We've had duplicate folders for several users already. That's pretty ugly and time-consuming to fix.