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dulceweigel
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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!
- Hi Dulce,
Here is what I usually try (you tried half of it already):
1. Test if shortcuts fail streight away of after few seconds to rule out that add-in on the machine is not disabled in outlook.
2. Test users mailbox on another machine where other users shortcuts are resolving to rule out any problem with the install on machine itself.
3. If shortcuts do not work on another machine then try opening users mailbox while logged in as service account for EX to rule out any permission issues that might be the root cause. "Send As" and "Recieve As" permissions in exchange are required for service account to help in resolving shortcuts. Some time permissions can go missing on certain message stores only.
4. Check users from the same store where this user in question is located to see if you could resolve shortcut for those users.
5. Check to see if all shortcuts are failing or just a particular date range.
6. Check to make sure that same messages are searchable from the search plug-in.
7. To rule out local permission see if you make user member of local admin group if that helps because there are few registry hives that gets accessed while shortcut resolution and if shortcut add-in is older and a particular release that used to make a modify call instead of read call.
There are tools that can be used to further go down deep to dig out what could have happened but I would not be discussing those here as those should be used when you have EMC support on call with you. If above mentioned things didn't help then its time to call EMC EmailXtender Support.
Thanks,
Rajan dulceweigel
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Posted November 6th, 2009 11:00
Hi, Rajan and thank you for your reply.
I did try several of the things mentioned. I also restored the shortcuts to that mailbox successfully and then re-shortcutted them without success.
For the user with the issue now, I know that none of the shortcuts resolve in her mailbox regardless of date. I also tried with OWA to see if I could get an actual error code and this is what I got:
Failed to open shortcut. Could not rebuild the original message. Error code: 0x80004005. Error description: The Restored URL is Error occurred while unarchiving message. Error code: 0x80040150. Error description: ..
It's a little cryptic but it makes me think that there is something with permissions. I looked at the permissions for the stores but I don't see any differences. I also went as far as the user level and the permissions appear the same for the error mailbox and one that works. I have seen enough of these errors in the event log to know that more than one user is affected, but unfortunately only one user has complained, so I don't know if it is one or more than one store. I know that several stores work just fine.
I may try creating some test mailboxes on the store that her mailbox is on and a store without shortcut problems to see what I get. If I still get errors with shortcuts, I can move the error mailbox to the store without shortcut problems and see if it works. If it does work, then I have to tweak permissions some more. If not, then I guess I will create a support ticket.
I will post my results.dulceweigel
20 Posts
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Posted November 9th, 2009 07:00
Thank you - I will take a look at that on the user in question.dulceweigel
20 Posts
1238
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Posted December 1st, 2009 07:00
Sorry for the delayed reply. It is all shortcuts. I am going to try moving the user's mailbox to a store where the shortcuts resolve. If that works, then I know it is permisssions and I will see if I can figure out what is different with the permissions between stores. I will post results when I have them. Thanks again!
Two things that have resolved our issue that is similar to yours.
1. Check to make sure your Archive and Shortcut jobs are not to far behind. (Open a case with support on how to check this, I can not remember off hand). And then disable some jobs to allow for it to catch up. This resolved the issue for us.
2. Also in the past, deleting the Outlook Profiles and creating a new one helped out as well to resolve MAPI issues. First you will have to stop all EmailXtender services and then remove them. I don't have the doc on doing this but heres the MS article. http://office.microsoft.com/en-us/outlook/HP012304771033.aspx
Hello,
Please see the following Solution Note on Powerlink:
http://solutions.emc.com/emcsolutionview.asp?id=esg109524
The article details how to set permissions properly at the store level, following these steps should rule out this being a permission related issue. If after following these steps you continue to have problems please open a Service Request with Support and we can help you determine the root cause.
Thanks!
Andrew
ashaw1
12 Posts
1238
0
Posted December 2nd, 2009 14:00
Hello,
I believe you are on the right track here. I have seen this error before and it has been permission related. You could also try restoring the users shortcuts using EmailXtract, it should fail with a permission related error if this is a permissions issue. Are all the users who cannot restore shortcuts located in the same Mail Store and was this Mail Store created recently?
Ensure that the EmailXtender Service Account has Send-As and Recieve-As permissions to the Mail Store. If it does, ensure that the Domain Admins group does not have Deny permission set for these rights as the Service Account will be a member of this group. If Domain Admins has the deny you will need to remove it, this is usually done by clearing the "Inherit Permissions" option on the mail store, making sure you copy the permissions when you apply the change, and removing the denies at the store level. Without the Deny and the Service Account explicit Allow you should be good to go. You can confirm permissions by comparing the permissions on the working and non-working store's as well.
Hope this helps!
Andrew