Error opening shortcuts using EV8 client if user is disabled and had their mailbox "zapped"

Problem

If a user has been disabled, and had their mailbox "zapped" to clear the filter message and they have the Version 8.x client installed, they may see the following error when double-clicking on a shortcut :

Error Message

"There was an error loading this item -- some functionality may not be available"

This only affects EV8.x clients as Enterprise Vault 8 introduced "Vault Cache" and additional coding to work with this function causes this issue. A client trace will show the following (this is an extract of a complete trace) :-

LoadSettingsFromHiddenMessage com_error: 0x80004005
~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x80004005
~DesktopCommonConfig::GetSetting: 0x8004E00C
~DesktopConfig::GetSetting: 0x0
CShortcutItem::DisplayWithGuessedURL returns: 0x8004E00C

Solution

Symantec Corporation has acknowledged that the above-mentioned issue is present in the version(s) of the product(s) referenced in this article.

There are currently no plans to address this issue by way of a cumulative hotfix or service pack in the current or previous versions of the software at the present time. This issue may be resolved in a future major revision of the software at a later time, but is not scheduled for any release. If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Symantec Sales representative or the Symantec Sales group to discuss these concerns. For information on how to contact Symantec Sales, please see http://www.symantec.com.

 

 

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