Can not open shortcut from .pst file

Hi Krisztian,

The way shortcut resolution worked in EX using an outlook add-in that is installed by EmailXtender is that when a user double click on a shortcutted message, AD is queried for where the EX server is, EX server will restore back the email to users mailbox and same copy is also shown to the user when they expected to see the full copy after double click. You can check that by trying to resolve a shortcut from user mailbox, later on you would see in user’s outlook that is not a shortcutted message any more. Due to the dependency on how the resolution worked you need to have message in the mailbox.

I do not think it matters for EX if it’s in domain A or B or where users are provided they are in same forest.

Shortcut resolution from PST files is a lot better with EMC SourceOne Offline access. With offline access there are no messages that are restored back to user’s mailbox for resolution.

NOTE: You should also look to have your licenses converted to EMC SourceOne Email Management because EX has come to its support life (including extended support). You could work with EMC account team or EMC authorised partners to migrate your data from EX to SourceOne without impacting users using In Place Migration available. That will also open opportunities to support OS levels, Outlook version, SQL server versions and Exchange server versions that EX do not support.

Best regards,

Rajan

Hi Rajan,

customer just cheked and confirmend in Domain A they can open shortcuts from .pst files too, not only from the inbox.

Regards, Krisztian

Hi Rajan,

thank you for the information. I asked customer to double check the shortcut opening in domain A.

I already working together with customer and EMC to migrate from EX to S1.

Regards, Krisztian

Hi Krisztian,

If it is working for users from one domain but not for other domain that would be kind of odd.

There is a logging that you can enable on the client side which might be able to show you what is going on.

You can try the following on the client machines to compare (please take all precautions while using this info, we would not be responsible for any issues it may cause)

1. Create registry key HKEY_LOCAL_MACHINE\SOFTWARE\EMC\EXShortcutAddin

2. Add two registry values

LogFilePath String C:\

LogMode DWORD 3

3. Restart Outlook and attempt to open a shortcut.

This will write debug info to EXShortcutAddin.log file in the C:\ directory. This file could be used for additional analysis.

Best regards,

Rajan

Hi Rajan,

we are going to do the monitorng. Let's see what we can find out.

Regards, Krisztian

I have the logs, I am attached the log of the failed message retrieval.

It hink the key is the following:

09/25/2014 13:14:41.421 t [7f4] FormInterface.cpp: 678 (CFormInterface::GetArchivedMsg()) Message is found in a PST

09/25/2014 13:14:41.640 v [7f4] FormInterface.cpp: 686 (CFormInterface::GetArchivedMsg()) pSC->DoUnarchive returned 11, CExchShortcut:  Cannot locate message on available servers

Krisztian

If "Cannot locate message on available servers" was true then it should have also error out when the same message in users mailbox and you would try to resolve it.

Log details it says message class is "IPM.note" can you please add the message class column to outlook and check if it is "IPM.NOTE" or "IPM.NOTE.ExShortcut" or "IPM.NOTE.ExShortcut.owa" ?

Since there is no messageID mentioned in the log, it is hard to tell if it is skipping because it cannot find message in EX archive or because message is not actually a shortcut message based on the message class.

Thanks,

Rajan