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20 Posts
0
4210
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!
dulceweigel
20 Posts
0
March 12th, 2010 12:00
Actually I am the only one with the Exchange Admin Tools installed and I had no issues. We disable cached mode using a GPO so that would not affect us. Thanks.
dulceweigel
20 Posts
0
March 12th, 2010 12:00
I have followed the steps in the support document from EMC (esg109524) and removed and then reapplied permissions. I have tested my own mailbox and all my shortcuts open (but they always did). So now I am just waiting to see if the errors go away. I usually see several errors per week, but since it was only a few users, it may be a few days. If I go a week or so with no errors, I will consider the permissions issue as posted by Andrew Shaw my solution and close the discussion.
Thanks again to everyone for all the suggestions and assistance.
PatrickY1
1 Message
0
July 27th, 2010 12:00
I had similar shortcuted e-mail retrieval problem from Outlook 2000 and 2003 last year at work. Our problem was that the IIS was not responding to http call to the asp page from the Outlook client when users click on the stubbed e-mail.
Have you
1. Try logging on to the EXM through the browser to see IIS or the search site is working? http://hostname_of_exm.
2. Logon to the seach site using the user e-mail and see if the search works under the user e-mail account.
3. Check the windows registry on the client to make sure ExchShortcut with a Default URL pointing to http://your_exm_server_name/EXShortcut/query.asp exist under HKCU\Software\EMC\EMCShortcutAddin.
FYI, the ExClient (Outlook Addin) uses MAPI to connect to EXM while the shortcuts are using HTTP call to EXM through ASP query.