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20 Posts
0
3961
October 28th, 2009 12:00
Some users cannot resolve shortcuts in Exchange 2003 environment
We have a clustered Exchange 2003 environment on Windows 2003, using EmailXtender version 4.81.1147. Some of our users are unable to restore their shortcutted mail. These same users can open mail by using the EmailXtender search plug-in, but if they try to do so from outlook, eventually they get the following error: "The message is archived & shortcutted and cannot currently be retrieved. Shortcuts are not available when Outlook is offline. If using cache mode, please synchronize your mailbox. " The users in question are using Outlook 2003.
On the server in the OTG event log I see the following error:
Source : CProcessMailbox
Routine : SetWasteBasket
Description: CProcessMailbox::SetWasteBasket - Caught general exception
HR : MAPI_E_NOT_FOUND
Here is what I have done so far:
¿ I have made sure that the user is not using cached mode or offline files and does not have an OST file of any sort.
¿ I have opened the user¿s mailbox on another computer by cereating a fresh profile. I get the same results. However when I open a different mailbox on the same computer, the shortcuts resolve and open. So the problem is not everyone.
¿ I have checked my EMC admin user¿s permissions on the Exchange server. The EMC admin has read and write permissions to each mailbox and now has Full Exchange Administrator rights on the Exchange server. (Previously the EMC admin was a view only admin, but that worked.)
I have not tried to restore any shortcuts using EmailXtract. I want to avoid that if possible.
In our organization we are currently only shortcutting mail over 2 years old that has attachments. We journal and archive everything. This seems to be a fairly recent problem.
I have two questions:
First, is there any way to determine what users are experiencing the problem right now? The event log is a little cryptic, but from testing on the users I am aware of, opening a message and not resolving the shortcut seems to generate that same error on each message that can¿t be opened. So is there some way to find out what mailbox or user generated the error if they aren¿t telling me (like a log file somewhere on the EmailXtender server or something)?
Second, given what I have done already, what else should I try to fix this problem? We are planning to migrate to Source One and Exchange 2010 in a few months and I don¿t want to migrate this problem to the new environment as it may be impossible to resolve then.
Thank you!
On the server in the OTG event log I see the following error:
Source : CProcessMailbox
Routine : SetWasteBasket
Description: CProcessMailbox::SetWasteBasket - Caught general exception
HR : MAPI_E_NOT_FOUND
Here is what I have done so far:
¿ I have made sure that the user is not using cached mode or offline files and does not have an OST file of any sort.
¿ I have opened the user¿s mailbox on another computer by cereating a fresh profile. I get the same results. However when I open a different mailbox on the same computer, the shortcuts resolve and open. So the problem is not everyone.
¿ I have checked my EMC admin user¿s permissions on the Exchange server. The EMC admin has read and write permissions to each mailbox and now has Full Exchange Administrator rights on the Exchange server. (Previously the EMC admin was a view only admin, but that worked.)
I have not tried to restore any shortcuts using EmailXtract. I want to avoid that if possible.
In our organization we are currently only shortcutting mail over 2 years old that has attachments. We journal and archive everything. This seems to be a fairly recent problem.
I have two questions:
First, is there any way to determine what users are experiencing the problem right now? The event log is a little cryptic, but from testing on the users I am aware of, opening a message and not resolving the shortcut seems to generate that same error on each message that can¿t be opened. So is there some way to find out what mailbox or user generated the error if they aren¿t telling me (like a log file somewhere on the EmailXtender server or something)?
Second, given what I have done already, what else should I try to fix this problem? We are planning to migrate to Source One and Exchange 2010 in a few months and I don¿t want to migrate this problem to the new environment as it may be impossible to resolve then.
Thank you!
No Events found!
ashaw1
12 Posts
0
December 2nd, 2009 14:00
Hello,
I believe you are on the right track here. I have seen this error before and it has been permission related. You could also try restoring the users shortcuts using EmailXtract, it should fail with a permission related error if this is a permissions issue. Are all the users who cannot restore shortcuts located in the same Mail Store and was this Mail Store created recently?
Ensure that the EmailXtender Service Account has Send-As and Recieve-As permissions to the Mail Store. If it does, ensure that the Domain Admins group does not have Deny permission set for these rights as the Service Account will be a member of this group. If Domain Admins has the deny you will need to remove it, this is usually done by clearing the "Inherit Permissions" option on the mail store, making sure you copy the permissions when you apply the change, and removing the denies at the store level. Without the Deny and the Service Account explicit Allow you should be good to go. You can confirm permissions by comparing the permissions on the working and non-working store's as well.
Hope this helps!
Andrew
RKatwal
2 Intern
•
600 Posts
0
November 3rd, 2009 21:00
Here is what I usually try (you tried half of it already):
1. Test if shortcuts fail streight away of after few seconds to rule out that add-in on the machine is not disabled in outlook.
2. Test users mailbox on another machine where other users shortcuts are resolving to rule out any problem with the install on machine itself.
3. If shortcuts do not work on another machine then try opening users mailbox while logged in as service account for EX to rule out any permission issues that might be the root cause. "Send As" and "Recieve As" permissions in exchange are required for service account to help in resolving shortcuts. Some time permissions can go missing on certain message stores only.
4. Check users from the same store where this user in question is located to see if you could resolve shortcut for those users.
5. Check to see if all shortcuts are failing or just a particular date range.
6. Check to make sure that same messages are searchable from the search plug-in.
7. To rule out local permission see if you make user member of local admin group if that helps because there are few registry hives that gets accessed while shortcut resolution and if shortcut add-in is older and a particular release that used to make a modify call instead of read call.
There are tools that can be used to further go down deep to dig out what could have happened but I would not be discussing those here as those should be used when you have EMC support on call with you. If above mentioned things didn't help then its time to call EMC EmailXtender Support.
Thanks,
Rajan
dulceweigel
20 Posts
0
November 6th, 2009 11:00
I did try several of the things mentioned. I also restored the shortcuts to that mailbox successfully and then re-shortcutted them without success.
For the user with the issue now, I know that none of the shortcuts resolve in her mailbox regardless of date. I also tried with OWA to see if I could get an actual error code and this is what I got:
Failed to open shortcut. Could not rebuild the original message. Error code: 0x80004005. Error description: The Restored URL is Error occurred while unarchiving message. Error code: 0x80040150. Error description: ..
It's a little cryptic but it makes me think that there is something with permissions. I looked at the permissions for the stores but I don't see any differences. I also went as far as the user level and the permissions appear the same for the error mailbox and one that works. I have seen enough of these errors in the event log to know that more than one user is affected, but unfortunately only one user has complained, so I don't know if it is one or more than one store. I know that several stores work just fine.
I may try creating some test mailboxes on the store that her mailbox is on and a store without shortcut problems to see what I get. If I still get errors with shortcuts, I can move the error mailbox to the store without shortcut problems and see if it works. If it does work, then I have to tweak permissions some more. If not, then I guess I will create a support ticket.
I will post my results.
minfin
46 Posts
0
November 9th, 2009 01:00
Maybe this helps.
Kind regards,
Duncan
dulceweigel
20 Posts
0
November 9th, 2009 07:00
RKatwal
2 Intern
•
600 Posts
0
November 11th, 2009 21:00
If its only SPECIFIC messages in question instead of ALL shortcutted messages in the mailbox, I would suggest opening service request with support.
Regards,
Rajan
dulceweigel
20 Posts
0
December 1st, 2009 07:00
Sorry for the delayed reply. It is all shortcuts. I am going to try moving the user's mailbox to a store where the shortcuts resolve. If that works, then I know it is permisssions and I will see if I can figure out what is different with the permissions between stores. I will post results when I have them. Thanks again!
Wisers
2 Intern
•
138 Posts
0
January 21st, 2010 08:00
Dulce, Was Andrew Shaw's advice the solution? I in the same situation you are in.
I am able to shortcut and restore shorcuts no problem.
EX Outlook plugin will open the message.
All shortcutted messages will not open through shortcuts.
cfreiling
9 Posts
0
February 25th, 2010 13:00
Two things that have resolved our issue that is similar to yours.
1. Check to make sure your Archive and Shortcut jobs are not to far behind. (Open a case with support on how to check this, I can not remember off hand). And then disable some jobs to allow for it to catch up. This resolved the issue for us.
2. Also in the past, deleting the Outlook Profiles and creating a new one helped out as well to resolve MAPI issues. First you will have to stop all EmailXtender services and then remove them. I don't have the doc on doing this but heres the MS article. http://office.microsoft.com/en-us/outlook/HP012304771033.aspx
ashaw1
12 Posts
1
March 1st, 2010 14:00
Hello,
Please see the following Solution Note on Powerlink:
http://solutions.emc.com/emcsolutionview.asp?id=esg109524
The article details how to set permissions properly at the store level, following these steps should rule out this being a permission related issue. If after following these steps you continue to have problems please open a Service Request with Support and we can help you determine the root cause.
Thanks!
Andrew
dulceweigel
20 Posts
0
March 1st, 2010 14:00
Thank you to everyone for your suggestions. I am checking into any possiblities and these are all very good suggestions. One issue I have is that I see the error messages:
CProcessMailbox::SetWasteBasket - Caught general exception
HR : MAPI_E_NOT_FOUND
but the users don't complain! I know that someone must be having trouble but unless they say something, I have a hard time troubleshooting. Is there anyway to trace that error on the server?
I have moved my own mailbox into the original store having issues and had no trouble opening my own shortcuts. I also restored and re-shortcutted everything just to be sure. I have checked other users too without error. So it doesn't seem to be everyone. I also reset the permissions on that store just to be sure.
Today we had a different issue in a different store. The user could open the shortcutted message, but the attachment said that it had been removed by Email Extender and to open it. (Of course we were opening it.) I tried another user on the same store, same kind of attachment, no issue.
Unfortunately like most IT people I wear a lot of hats, and so often I end up just restoring the message because I don't have time to troubleshoot. But I would like to get to the bottom of this one before we even think of migrating to Source One and Exchange 2010 and hope to dedicate a lot of time to it this week.
dulceweigel
20 Posts
0
March 2nd, 2010 08:00
I have sort of already followed those steps for permissions as I would do them because I didn't have this document. I am going to try this again, following the document to the letter. I guess what I found confusing in our situation is that only some users are affected on the stores in question. Also, the permissions have never been changed since the initial setup of Email Extender, so I am not sure how they got changed or corrupted on one or two of twenty stores. (Of course since we have "quiet" users, it could be that the problem is more widespread.) And if I moved a problem user to a different store (just in case it was individual permissions) the problem went away for them. And if I moved myself into the problem store, I had no issues. Weird.
So my current plan of attack is to reset permissions for the store containing all of our IT users and Engineers since I can more readily monitor the results. Then I will shortcut the mail and ask people to report problems directly to me and not to our helpdesk. If all goes well, I will do the other store having issues.
If I still can't solve it, then I guess I will have to call support.
Again, thank you to everyone for all of your input.
Al Smith1
45 Posts
0
March 4th, 2010 08:00
Take a look to see if the users in question of the Exchange Administration tool installed on their machine. If they do it needs to come off as the mapi32.dll from the exchange admin tool conflicts with the plugins for local outlook with using EX.
make sure the user's outlook is not in cached mode. If you are in cached mode you won't be able to retrieve the shortcuts.
RKatwal
2 Intern
•
600 Posts
0
March 6th, 2010 13:00
" you are in cached mode you won't be able to retrieve the shortcuts." I am not sure how true is that or if that would have been valid at particular scenario. Shortcuts are meant to work in Cache and Non-cache mode of outlook.
Thanks,
Rajan
Al Smith1
45 Posts
0
March 8th, 2010 10:00
I have had my outlook 2k3 in Cached mode and failed to resole short cuts and the originzational forms failed to load as well. That would be the first place I would start.