Good Morning,

From the details you provided I can't see what you would have missed. Configuring the Restore Shortcut Job is pretty straight forward.

The first thing I would suggest is to re-run the task and on the "Logging" Tab, Select Message Details.

This will provide us more details on what is happening.

We would want to check that it does actually go to the UDA folders and attempts to restore shortcuts.

If it does, what is the reason/Error it is giving for not restoring shortcuts ?

What exact Version of EmailXtender are you running ? (4.81.####)

What Version of Exchange are you running ? (2003,2007)

Let us know and we can go from there.

Regards

Stephane.

Version is 4.81.1147

We are running exchange 2007

The relevant portions of the log are

Running Shortcut Task         : Restore shortcuts

Restoring existing shortcuts : True

Simulated operation only?    : False

Using MAPI profile: Outlook

Using distribution list: User, A

Process messages from all dates

Using Received date in messages

Searching for messages which have been read

Searching for messages which are unread

Task Start Time             : 07-28-2010 12:07:31

Server availability checked...

Processing messages for all date ranges.

12:08:49:   Skipping ...

12:08:49: Mailbox: User, A

12:08:50:   Got User Archive folders information from the server for the user 'User, A'. Number of folders: 6

12:08:50:     Folder: User Archive Folders Skipping (User Archive Folder)

12:08:50:   Total Msg Processed:      0  Size (MB):     0  Matched:      0  Size (MB):     0  Archived:      0  Size (MB):     0  Shortcut:      0  Size (MB):     0

12:08:50:   Deleted:      0  Size (MB):     0

So it appears to find the mailbox, but then ignores the User Archive Folders sub-directory.

I have also run a similar job to restore the shortcuts from all sub-folders of the User Archive Folders. This again restores no email, but in addition creates similarly-named empty sub-folders in the Inbox. This suggests that the system is under the impression that the mail to be archived/shortcut/restored is in the Inbox hierarchy, not the User Archive Folders hierarchy

My line manager is keen to get this sorted ASAP. Should we report this as a fault?

Good Morning,

Thank you for the update.

With the information you provided I can't see why it would not work.

It might not be a fault, and possibly either a configuration issue or permission issue.

Regardless, I would recomend you open a Support Ticket with us and we can have a look and fix this with you.

Stephane.

Thanks, we've done that