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User unable to open archived item in Outlook ?

Created: 21 Jan 2013 • Updated: 05 Feb 2013 | 15 comments
This issue has been solved. See solution.

 

Hi All,
 
My users in the whole company suddenly reported to me that they cannot open the archived email in their Outlook 2007 using the EV 8.0 SP4 ?
here's what they've got:
 
---------------------------
Enterprise Vault
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The web server responded with error 403.
 
Forbidden  
---------------------------
OK   
---------------------------
 
 
can anyone please let me know what to do ?
 
I have asked the user to close the Outlook and then rebooted the EV server
then ask the user to re-open Outlook
 
But the problem still exist ?
 

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JesusWept3's picture

On the Enterprise Vaul Server, it looks like the Default Website has a domain and ip restriction set
Check it to see if its set to deny people access who aren't on that list

JesusWept3's picture

It also could be that something like ASP has been set to not run in IIS

can you open up an IIS log on your EV server and do a search for 403 and paste on of the lines here? along with the very very top line of the IIS log that has the headers?

Once you have that line, you will have a substatus code for the 403, you can find the definitions here

http://technet.microsoft.com/en-us/library/cc737788(v=ws.10).aspx

"Typically, 403 errors occur when an operation or request is disallowed because a requirement other than proper authentication credentials is not met. Commonly, this error occurs when a script request is made to a Web directory for which script access is not enabled. In such a case, first verify for which resource the request is being made. If the request is, indeed, for script code, such as ASP or ASP.NET, check the execute permissions for that directory in IIS Manager and ensure that at least Script is selected."

If its 403.6 or 403.8 then its because the IP address or domain name has been blacklisted OR isn't white listed

If its 401.1, 401.2 or 401.3 then its NTFS permissions on the EV install directory

 

John Santana's picture

Well, I'm the domain administrator, but how come this affecting consistently across the whole company ?

 

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

John Santana's picture

Jesus, as can be seen from the following screenshot, it is not applicable:

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

JesusWept3's picture

it doesn't matter if you're the domain admin or not
if you have a white list saying only accept requests from 192.168.100.10 and you're accessing from 192.168.100.11, it doesnt matter whether you are domain admin, backup admin etc your IP addresses don't match and therefor you won't be able to access

If something like the ASP ISAPI filter has become Disabled or not allowed to execute then IIS simply won't run any ASP pages at all, and if NET gets disabled then same for .aspx files

JesusWept3's picture

expand out Web Service Extensions, make sure Active Server Pages is set to enabled

John Santana's picture

Yes they are all enabled already.. ?

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

JesusWept3's picture

Actually i just looked at your first picture
its set to deny access to everyone based on the ip address

SOLUTION
John Santana's picture

Yes, I have changed that into Granted Access, but so far it doesn't work ?

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

JesusWept3's picture

find the 403 sub status from the IIS logs
also make sure that you put Granted access on \EnterpriseVault and not juse Default Web Site etc

Rob.Wilcox's picture

I've seen this a ton of times, basically .. compare your production permissions, allows/denies and so on, with a lab setup.  There will be a deny set somewhere.

 

If you don't have a lab ... well, you should :)  But if you really don't then, check through the ones you think of, and list them all in a post.

JesusWept3's picture

Well if you get the IIS logs it will be easy to determine when see the substatus

John Santana's picture

I am wondering if this type of issue should be fixed by rebooting the EV server, but somehow it doesn't ?

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

AndrewB's picture

hi john, as JW said, we'll be able to get a much better idea of the cause if you post the logs that have been requested.

Andy Becker | Authorized Symantec Consultant | Trace3 | Symantec National Partner | www.trace3.com

JesusWept3's picture

no, its an IIS config issue, what is the 403 substatus?