Hi,

I solved the problem!

Evertime I attempted to open a shortcutted message, an error was logged on the EX server's System Log stating:-

The machine-default permission settings do not grant Local Activation permission for the COM Server application with CLSID
{B1BA0FB6-7B46-480E-B3D6-144BCF6D3644}
to the user WWEMAILX01\IUSR_WWEMAILX01 SID (S-1-5-21-14429882-267090762-2069182846-1003). This security permission can be modified using the Component Services administrative tool.

I had to go into the Component Services and grant the iusr_ user permissions.

George.

George,

I'm glad you were able to solve the issue!

Just going to clarify the message "The message selected is archived and shortcutted and cannot be retrieved. Shortcuts are not available when Outlook is offline".

This message is the new "user-friendly" message that is generated for a shortcutting problem in 4.70.477 and up.

The error message that was previously generated is located in the following file: ExInstallDrive\Program Files\OTG\EmailXtender\ExSearch\getmsgfail.log

Cheers,

ccharlto

The problem went just went away? I have the same error message on the user side but no event log error. No other hits in the knowledge database for "The message selected is archived & shortcutted, and cannot currently be retrieved. (Shortcuts are not available when Outlook is offline.) If using cache mode, please synchronize your mailbox." Outlook is online and not in cache mode.

I added the iusr_ and iwam_ users to the Component Services, DCOM Config boxes for:

ExExchangeMailbox
ExExchangeMgr
ExExchangeTask
ExExchangeUtils
ExXtractService

Within there under the Security tab, I added the users and gave them full rights in each area: Launch and Activation Permissions, Access Permissions, Configuration Permissions.

Rebooted server and had no luck. Still have the same issue. Error on the user side and no OTG log entry.

Any other suggestions? Should I add the users to all the DCOM components for EX? Support told me only these components when this happened previously. Let me know. Thanks. The EX server is Win2003 Standard SP1. Exchange is 2003 sp 2 and EX is 4.70.520 (SR1). I am working for an EMC partner doing installs of EX at a client in Southern California.

David Vautour
dvautour@globalicg.com
617-686-8579

Hi David, George here.

Yes, please make sure you installed and configured the Outlook Organisation form in the Exchange public folders as per the EX installation manual.

You seemed to have granted the approriate COM permissions ok.

Also look at the EX support matrix .pdf and make 100% sure that the version of Outlook client on the users desktop is supported. If the desktop is running Office2003/Outlook2003, make sure SP1 is applied.

In my case, the OTG log didn't have anything in it, but the System log did.

Hope this helps.

George.

Hi George,

I think it is a problem of your installation order. Before you run shortcutting tasks, you must have installed the shortcut organisational form in exchange.

Best regards,

Guido

David,

Please attempt to resolve an shortcut from the extender server.

Please return the error message listed here:
ExInstallDrive\Program Files\OTG\EmailXtender\ExSearch\getmsgfail.log

As listeded previously, the "outlook is offline" message is a new friendly message created in versions .477 and above.

If you get the error message from the getmsgfail.log, we will be able to assist you further.

In regards to the DCOM configurations, I would recommend the following:

ExExchangeMgr

Launch:
- IWAM / IUSR / Service accounts with full perm

Access:
- IWAM / IUSR / Service accounts with full perm

Configuraiton:
- Service Account

Generally you would set this configuration if you were getting http 500 errors in the getmsgfail.log, or if you were having issues hitting http://exservername/exshortcut/query.asp

I look forward to your response.

Best Regards,

Chris

Jose,

IWAM and IUSR are local accounts on the Ex box.

IWAM = Launch IIS Process Account
ISR = Internet Guest Account

-------------

Mr Parker,

Have you found a resolution to your issue? If you have let us know here, so others who encounter the same problem can use this as a troubleshooting resource.

Regards,

Chris

Message was edited by:
Chris Charlton

I have the same issue with "Shortcuts are not available when Outlook is Offline". I am using Outlook 2003 for a client. If I create my profile on a newly installed computer running outlook 2003 with cache mode off for the newly created profile, the shortcuts work great. I've removed cached mode from my install, no luck. I completely removed outlook and re-installed, no luck. It seems to me that the Outlook install is keeping some cached mode settings somewhere, even though I have deleted the .ost, extend.dat and all other profile files from the machine prior to re-installing outlook and re-creating profile with cache mode off. Since the shortcuts work fine from a freshly installed, never cached mode client, I doubt it's in the server(s) setup. Any suggestions on where to look on the Outlook side, other than a format and re-install .

Regards,

Julie

I have found that it is the Extender client 4.70 that is causing the Outlook is offline message. If I don't load the client the shortcuts work. I'm calling EMC Tech Support.

I fixed the problem. It was either removing Basic authentication from the EXShortcut web directory or adding the EmailXtender server to the Trusted Sites in IE or Unchecking the security setting in Outlook "Don't download pictures or other content..blah, blah". the last being the one I think fixed it.

By the way here is my config:
E2K3 Sp2 on W2K3 sp1
EmailXtender 4.70.564 with hotfix installed. on W2K sp4
Client is XP SP2, Outlook 2003 no sp, EmailXtender Client 4.70.

regards,

Julie Perkins