Are the messages you are shortcutting already in the archive ?

If you are doing an Extract/Shortcut task it will take some time for the messages to make it to the archive. Until they make it the shortcuts will not be availlable.

If you are not doing a Extract/Shortcut task and are only doing a shortcut task, then I would open a support case with EMC/Legato

Hi,

Assuming that we speak of Exchange here...

Depending on the version of EX, you might want to check whether you have uploaded shortcut form to the Public Folders as described in manual, so that shortcut form is visible on client running test, or have you installed EX Client on the client where checking of shortcuts is performed... need to install EX Client surprised me immensly when I upgraded my first EX from 4.60 to 4.70...

I had already uploaded the shortcut form to the Public Folders on the exchange server and it is visible on the client. I am not sure about installing the EX Client on the client (but I think I have tried this as well). I will give it a try once more and let you know soon.

Thanks.

The messages that I am shortcutting are already in the archive. I ran the Shortcut task from extract to process the shortcut in one particular mailbox (removing the message body and attachments). When I see that particular mail in the preview pane, it shows "Removed by EmailXtract" and when I double click that particular mail to view its contents (it should pull the message from the archive and show it to the user but...), it shows "Removed by EmailXtract. Use EmailXtender search to search the message" or something of that sort.

any other suggestions that I can try?

I borrowed these from a support document. Please let me know if this helps.

¿ Connectivity:
¿ Can you ping the EmailXtender Server?
¿ Can you perform forward and reverse name resolution of the EX Server
¿ Can the EX Server ping the client
¿ Can the EX Server perform forward and reverse name resolution of the
EX client
¿ Verify messages can be located in the archive by searching with the client
plug-in or webpage. If a message can not be found, this means that you may
have a corrupt index or the message has been removed from the archive. If
the message is not found, you will not be able to open the shortcut
¿ Place the following URL into a browser ¿ ¿http:// /EXShortcut/query.asp¿. The desired
response should be:
Error: Invalid method. Query string was ''
¿ If a user does not receive the above output, you will need to verify that the virtual directory (ExShortcut) and
the active server page document (query.asp) exist on the EmailXtender Server and that the IIS service is
running.

Thanks for your suggestions. Your questions are answered below:



Yes



Yes



Yes



Yes



Yes, the message can be located in the archive by searhcing with client plug-in and with webpage. The index is not corrupt or the message has not been removed from the archive



Ok. I typed in http:// /EXShortcut/query.asp and I got the "Error: Invalid method. Query string was ''".

So, I guess everything seems to be running fine. What else can be wrong?

New developments: After I double click the shortcut message in Outlook, a new window opens with the body of the message saying "Removed by EmailXtract". When I double click on the attachment (eg. a log file) to open it using notepad or save it to disk, it says "This attachment is now a shortcut and can only be viewed using the Search Plug-In for EmailXtender". It has just been a day since I did the shortcut, so it should not just remove the attachment. However, when I search for the message using the client plug-in or the webpage, i can see the attachment and the message.

I am not really sure what is causing this but I need to get to the root of this problem.

Hi Kamalt
I've pasted more troubleshooting into below.
Hope this helps.

Exchange specific:
EmailXtender 4.5 / 4.6:
¿ Are the forms on the client?
¿ The first time you attempt to open a shortcut, Outlook will recognize the message class of the mail item to be
IPM.Note.EXShortcut.
¿ When a user first resolves a shortcut in Outlook, the files (exscfs.exe and XtenderMsgRetriever.dll) are
downloaded to the client. The files can be located at:
\Documents and Settings\ \Local Settings\Application
Data\Microsoft\FORMS\IPM.Note.ExShortcut
¿ Many times, an Antivirus application will block the transmission of .exe and .dll files. To ensure these files get
to the clients, you will need to:
¿ Setup an exclusion rule on the Antivirus server to allow the transmission of the files
¿ Manually copy these files to the clients
These files are located on the EmailXtender Server at the following location (if using the default installation
path):
\Program Files\OTG\EmailXtender\Exchange Forms
EmailXtender 4.7 (Outlook Shortcuts):
¿ If Shortcuts do not resolve through Outlook and you would like to enable the COM component in debug mode:
1. Create registry key HKEY_LOCAL_MACHINE\SOFTWARE\EMC\EXShortcutAddin
2. Add two registry values
LogFilePath String c:\
LogMode DWORD 3
3. Restart Outlook.
¿ This will write debug info to EXShortcutAddin.log file in the C:\ directory

Did anyone fix the issue? I have the exact same problem

FSchlupp is on the right tract, I would suggest you look in the Knowledge base to find some directions on things to check.

Having said this, troubleshooting shortcut resolution issues is not as easy as it looks, multiple things come into play. I suggect you open a support incident and have an EMC tech help you out with this.