Unable to open shortcut - MAPI issues

Question

I'm an administrator for a 60,000 mailbox Exchange organization. We are using EX/DX at one hospital with 1500 users. Recently upgraded the host server and clients to 4.81.564. Shortcut recovery using OWA is working just fine. I receive a few call a week where the client just stops opening the shortcut and instead opens a seperate window with the standard 'Archived by emailXtract' message. I remote to the desktop and see it with my own eyes, then check to see if the client is installed and move on to he next steps. I sign the user off and I sign on, create a new profile and can open my own shortcut messages using their desktop. Then I add their mailbox in my Outlook on my own desktop and again, successfully open their shortcuts. I have the user open our OWA site and try opening the shortcut - works fine. I close out of Outlook and re-run the 4.81.564 client install and use the option to 'Repair'. Then restart the machine and have the user sign-on. Same thing. Their profile is not setup to use Exchange Cache Mode. I'm not sure what else I can do for them. It happens sporadically throughout the enterprise and doesn't seem to be a GPO interfering but it does seem to be isolated to the user profile on their desktop. Any advice would be appreciated.

RKatwal · Answer

Hi Glenn,Outlook has tendency to disable third party add-ins if due to any given reason outlook will crash. This gets controlled using the registry keys for outlook.If it would be me I would check the disabled add-in's on users desktop. In outlook 2003 you can click on HELP > About Microsoft Office 2003 Outlook > Disabled Items.If you find EX Add-in there enable it back and restart outlook. I have seen it many times. There are other things ot be checked as well but I would start from checking disabled items first.Thanks,Raj

GlennBII · Answer

Thanks Raj! This was our problem and was also the resolution.I'm adding this to our Help Desk Knowledge Base.

Pit1 · Answer

Thanks Rajan Katwal for information.Thanks to all.

Rod--qI3O · Answer

Hey guyswe had exactly this problem as well. We tried to change mail profile, user profile the shortcuts never worked. I've never heard aobut this Disabled Items. THANKS a lot.Shortcuts are working again.Regards,Rod

RKatwal · Answer

I belive now all we need to do is to wait for Glen to mark this thread as answered

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