The 'View' and 'Restore' buttons are not functioning on the EV client extensions for MAC.

Problem

The 'View' and 'Restore' buttons are not functioning on the Enterprise Vault (EV) client extensions for MAC.

Error Message

Attempting to restore an archived results in a pop up message "Unable to restore because you have not selected any archived items".

The Enterprise Vault Log will show the following when attempting to restore:

 2012-05-24 15:05:51 +0000 : Exchange server setting : {
    "Exchange ID" = user1;
    "Exchange Server Address" = https://webmail.symante.com/ews/exchange.asmx;;
    "Exchange Server RequiresSSL" = true;
    "Exchange Sever Sever Port" = 443;
    "Exchange Sever Use Kerberos Authentication" = false;
}
2012-05-24 15:05:51 +0000 : Exiting : [ClientBroker getSelectedMailExchangeProperties]
2012-05-24 15:05:51 +0000 : Unable to get the path for currently selected item or folder
 2012-05-24 15:05:51 +0000 : Entering : [ClientBroker showAlertWindowForError:withInformation]
2012-05-24 15:05:55 +0000 : Exiting : [ClientBroker showAlertWindowForError:withInformation]
2012-05-24 15:05:55 +0000 : Nothing to do with the selected items
2012-05-24 15:05:55 +0000 : Exiting : [ClientBroker performArchiveActionForType]
2012-05-24 15:05:55 +0000 : Exiting : [ClientBroker performRestoreFromArchiveAction]
2012-05-24 15:05:55 +0000 : Exiting - [ApplicationDelegate onRestoreAction]
 

Also notice there are no entries for x-ev-archiveid and x-ev-savesetid.

Cause

As of Outlook 2011 SP2 (14.2.0 and 14.2.2) Microsoft has changed the design in how messages are download from Exchange to Outlook 2011 for Mac.
This results in Enterprise Vault (EV) client extensions for Mac no longer working for the View and Restore buttons.

The (EV) client extensions for Mac rely on the presence of the downloaded copy of a standard message header which include the presence of two (EV) specific headers 'x-ev-savesetid' and x-ev-archiveid'. These (EV) specific headers are added to the shortcut when items are archived by (EV) in Exchange. The design changes of Outlook 2011 SP2 implemented by Microsoft no longer download these (EV) specific headers. The View and Restore buttons rely on these headers in order to determine which archive and saveset id to either View or Restore.  As a result the View and Restore buttons do not work as expected.

Workaround:
1) Revert to Outlook 2011 SP1 by uninstalling Outlook 2011 SP2 and then install Outlook 2011 SP1. Refer to "How To Completely Remove Office for Mac 2011" . In order to fix existing shortcuts so that they will work with Outlook 2011 SP1 it will be necessary to recreate the Outlook cache so that all data is downloaded again locally with the (EV) required custom headers .

2) The end user can use the Search button from the (EV ToolBar) to view and restore items.

3) The end user can use the "View Original Item" link in the shortcut body.

4) On individual Mac machine parental controls can set in order to prevent the Office Autoupdate process from being run.

Solution

This issue is resolved in the following releases:

Enterprise Vault 10.0.2 Hotfix
'Hotfix for Symantec Enterprise Vault (EV) Client Extensions for Mac 10.0.2, Build 1055'


Enterprise Vault 10.0.3
http://www.symantec.com/docs/TECH193300


Applies To

Enterprise Vault (EV) Client Extensions for Mac 10 SP1, Outlook 2011 SP2, and Mac OS X 10.7.x

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