An error listing no previewer is installed is generated when an Accelerator-created PST is viewed in Microsoft Outlook

Problem

When attempting to view messages that were Exported to PST from Enterprise Vault (EV) Compliance Accelerator (CA) or Discovery Accelerator (DA) by opening the resulting PST file in Microsoft Outlook, the error below is generated in the Outlook Reading Pane. This error is not generated when previewing the message in the CA or DA Review tab.

Error Message

This file cannot be previewed because there is no previewer installed for it.

Cause

Messages Archived via EV SMTP Archiving are stored as electronic mail or e-mail messages with a .eml extension. The .eml message type is recognised by multiple messaging platforms and can be read by numerous mail clients. These messages can be found by Accelerator Searches and Exported, either as the original .eml type or stored in a Microsoft Outlook Personal Storage Table data file (PST). When opening individual messages from a PST file by clicking on the message in the PST's list view, Outlook uses a preview handler for each individual file type found. If the error message above is generated, this means Outlook cannot find a valid preview handler for the .eml file type. However, when double-clicking on the same message, the message opens normally.

Solution

As the error is generated by Outlook, and not CA or DA, the preview handler settings must be reviewed and adjusted according to Microsoft's guidelines. For more information on how to resolve this issue, please review the following link:

- Preview Handlers and Shell Preview Host
https://msdn.microsoft.com/en-us/library/windows/desktop/cc144143(v=vs.85).aspx

It is suggested to contact Microsoft Support for additional assistance.

In addition, the CA and DA versions 12.5.1 and greater have an export option check box available to select that will allow the .EML files to be converted to .MSG files prior to being moved into PST files.  This option does require additional processing that can make the export completion take longer.