Outlook Error: "The Item could not be downloaded. [OIOM]" when accessing an Enterprise Vault Shortcut

Problem

When a user clicks on a shortcut within Outlook to open a shortcut they receive an error message. This error message could contain different hexadecimal codes.

Error Message

• Error message #1: The Item could not be downloaded. [OIOM] 8004060C
  
  
   

  The following can be found in the Maximum Client trace:

  01/04/2012 06:20:49.413[1532][H]: CShortcutItem::Display...Return Last Failed error: 0x8004060C
01/04/2012 06:20:49.414[1532][L]: ~CShortcutItem::Display: 0x8004060C

  There are no errors on the Enterprise Vault Server and no errors will appear within a Dtrace, EV behaves as expected and by DTracing the RetrievalTask, ShoppingService, StorageOnlineOpns and StorageRestore processes the request can be followed through from the Client to EV and back again.

• Error message #2: The Item could not be downloaded. [OIOM] 80070005
  
  
  
  Client trace :
  
  16/08/2011 06:26:57.239[1992]: Unable to add/remove Outlook ForceFormReload registry key fix for Outlook: 0x80070005
16/08/2011 06:26:57.240[ 208]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
16/08/2011 06:26:57.243[1992]: ~SetForceFormReloadKey: 0x80070005
   
• Error message #3: There was an error loading this item - some function may not be available. The item could not be downloaded. [OIOM]  800700A1
   
• Error message #4: Could not show this item. Try again. If it still fails, contact your Help Desk. The item could not be downloaded. [OIOM] [CBVI]
  
  

Cause

• Hexadecimal codes 0x8004060C or 0x80070005 occur if the user's PST cannot be added to due to the PSTDisableGrow registry key set or if the mailbox quota has been reached.
  
  There was a change made to the 9.0.1 client to fully utilise the Outlook Object Model. Rather than using an in-memory object, EV now adds the item to a temporary PST file and then use the Outlook Object Model to display the item. EV may be able to create a temporary PST file but when it comes to adding items to it the PSTDisableGrow key will prevent this and the above error can be seen.
   
• Hexadecimal code 0x800700A1 occurs is the Outlook Object Model mode is enabled.

Solution

1. Check the user's profile for any PST restriction and the size of their PST file. If the PSTDisableGrow registry key has been configured, follow this article to override the registry key behavior:
   
   Click here for information on Overriding PSTDisableGrow
   
    
2. For the hexadecimal code 0x800700A1, collect a client trace and review it:
   
   16/09/2011 09:15:28.587[3964]: ~DesktopCommonConfig::GetSetting: 0x1
16/09/2011 09:15:28.613[3964]:  DisplayItemsUsingOOM = 1 [default]
...
16/09/2011 09:15:28.899[3964]: ~DesktopCommon::GetEVTempPath: 0x800700A1
...
16/09/2011 09:15:29.361[3964]: ~CDesktopPSTHelperBase::OpenPST: 0x800700A1
...
16/09/2011 09:15:29.433[3964]: ~CDesktopPSTHelperBase::OpenNamedPST: 0x800700A1
16/09/2011 09:15:29.458[3964]: ~CPSTHelper::OpenTemporaryPST: 0x800700A1
16/09/2011 09:15:29.483[3964]: ~CDesktop::CreateTempMsgEx: 0x800700A1
16/09/2011 09:15:29.503[3964]: ~CDesktop::CreateTempMsg
16/09/2011 09:15:31.556[3964]: CShortcutItem::Display...Return Last Failed error: 0x800700A1
16/09/2011 09:15:31.600[3964]: ~CShortcutItem::Display: 0x800700A1
   
   Enterprise Vault Outlook Add-in uses the Exchange Client Extensions to display archived items.  When installed, the Add-in limits the problems encountered when deploying Outlook forms.  Most notable is the policy setting which can be used to Deploy Forms Locally.
    
3. If the DisplayItemsUsingOOM entry is found in the client trace, disable Outlook Object Model mode on the client by setting DisplayItemsUsingOOM registry key to 0:
   
   Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry.  Registry modifications should only be carried-out by persons experienced in the use of the registry editor application.  It is also recommended that a complete backup of the registry and workstation / server be made prior to making any registry changes.
    

   Location	HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client
   Value	DWORD - DisplayItemsUsingOOM 0 - The Enterprise Vault client uses the Extended MAPI form viewer to display archived items. 1 - The Enterprise Vault client uses the Outlook Object Model to display archived items.
   Description	Determines the mechanism that is used to display archived items: the Extended MAPI form viewer or the Outlook Object Model.