SourceOne Email Management: Shortcut retrieval stops working intermittently.

Summary: This article explains the solution when the shortcut retrieval stops working intermittently.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms

End users report shortcut restores fail intermittently. Restarting the EMC SoureOne Document Management Service resolves the issue temporarily.

The following errors are continuously posted to the DocManageService.log when the issue is present:

CExExchLookup::LookupObjectAdsPath|ERROR|Cannot retrieve the ADsPath of the current search object. (0x86040E17) Unknown error (0x80005008)|CExExchLookup.cpp(2029)
CExExchLookup::DetermineType|ERROR|System call failed. (0x86040100) Cannot retrieve the ADsPath of the current search object. (0x86040E17) Unknown error (0x80005008) [DocManageService, CExExchLookup.cpp(2029).CExExchLookup::LookupObjectAdsPath]   |CExExchLookup.cpp(3012)
CExExchLookup::PopulateProperties|ERROR|System call failed. (0x86040100) [DocManageService, CExExchLookup.cpp(3012).CExExchLookup::DetermineType]   >Cannot retrieve the ADsPath of the current search object. (0x86040E17) Unknown error (0x80005008) [DocManageService, CExExchLookup.cpp(2029).CExExchLookup::LookupObjectAdsPath]   |CExExchLookup.cpp(3219)



When this issue is present the Document Management service may become unresponsive to any retrieval request. This can also impact message preview in SourceOne Web Search, Discovery Manager, and retrieval of message via Offline access or Shortcut restore. 

Cause

This issue can be caused by a connectivity problem to Active Directory resources.  For Offline Access a software defect can cause this to occur with more frequency. 

Resolution

Workaround:   If the preview fails to display restart the EMC SoureOne Document Management Service on servers which log the message. 

If Offline Access is in use a code fix is available in EMC SourceOne Email Management 7.2 SP8 or higher. 

Hotfix Bundles and Service Pack kits are available for download via https://www.dell.com/support.
* Please note, Hotfixes are only available for the most current patch or Service Pack versions of the product that were available when this problem was resolved.
** Please note that it is always recommended to upgrade to the latest version of the SourceOne release, service pack and Hot Fix Bundle to ensure all currently resolved issues will be fixed including the issue as stated above.

Affected Products

SourceOne Email Management

Products

SourceOne, SourceOne Discovery Manager, SourceOne Email Management, SourceOne Offline Access
Article Properties
Article Number: 000055324
Article Type: Solution
Last Modified: 11 Jun 2026
Version:  5
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