SourceOne Offline Access - Outlook crash while using Offline Access and Symantec Endpoint Protection (SEP)

When both SourceOne Offline Access add-in and Symantec Endpoint Protection (SEP) add-in are enabled in an Outlook client  at the same time you may experience a crash when accessing shortcut emails.

The following repeated lines can be observed in the OfflineAccessAddIn.log on the workstation in question:-

Module: CoEMCOAAddIn.cpp(1226)
Function: CoEMCOAAddIn::RetrieveMessage
RetrieveMessage () begin.

The Outlook crash is generated due to a conflict between Offline Access (OA) and Symantec Endpoint Protection (SEP).

When a shortcut message is selected SEP will scan the body of the message and any attachments for any possible threat. The attachment should be immediately downloaded to your computer and scanned.

A conflict occurs when the attachments are shortcut items with HTML extension, SEP will attempt to download the original item and Offline Access will issue a retrieval call to the back end servers. Once Offline Access starts the retrieval process,it can be seen in the OfflineAccessAddIn.log logs numerous RetrieveMessage () begin. calls. At this moment OA enters in an endless loop and that will lead the Outlook client to eventually crash.

To resolve this issue please follow the next steps:

 - Change the Registry Key value on the client machine ForceSaveForCacheMode = 1, under HKEY_CURRENT_USER\Software\EMC\SourceOne\OfflineAccess\Config

This method will commit changes to the OST file and will cause a sync from the OST to the Exchange server, generating a size increase on user mailbox.

The loop is created due to consecutive requests being made to retrieve the same message. Offline Access don't control if the first shortcut retrieval request was fulfilled before doing the consecutive ones, therefore we will see numerous RetrieveMessage calls.

OfflineAccessAddIn.log entry:

Module: CoEMCOAAddIn.cpp(1226)
Function: CoEMCOAAddIn::RetrieveMessage
RetrieveMessage () begin.



In order to avoid this behaviour, SourceOne procedure for shortcut retrieval will force saving the message to local cache when swap the shortcut with the complete message.


A side effect has been found with this workaround. If ForceSaveForCacheMode is enabled, Outlook will generate the error "You don t have appropriate permissions to perform this operation" when setting a flag on shortcut message.

EMC SourceOne Offline Access patches or Service Pack versions later than version 7.2.6.6265 address this issue.

Refer to SDR 62468 when contacting EMC Technical Support.