Error Message

The user sees the following error message:

A dtrace of the w3wp process contains the following error:

11923    11:49:37.193     [5344]    (w3wp)    <796>    EV:H    {CAutoAgentsOnline::GetExchangeAgentDetailsEx} HRXEX fn trace : Error [0x80004005], [.\AutoAgentsOnline.cpp, lines {178,187,208}, built Apr  2 11:54:49 2014].
11924    11:49:37.209     [5344]    (w3wp)    <796>    EV:M    CAutoAgentsOnline::GetExchangeAgentDetailsEx - Com Exception [0x80004005]
11925    11:49:37.209     [5344]    (w3wp)    <796>    EV:M    CAutoAgentsOnline::RequestActionForItems - Failed to Locate Corresponding Task - Exchange [EX2013-MBX]|Mailbox [/o=Lock Stock ]|FolderPath [ ]
11926    11:49:37.209     [5344]    (w3wp)    <796>    EV:M    CAutoAgentsOnline::RequestActionForItems - Com Result [0xC0040B28]

NOTE:This workaround is to remain Internal. The process involves modification of EV's javascript files, please contact Backline support prior providing to your customer. eTrack Owner:Chris Langevin.

Modify the OfficeMailApp.js file to URI-encode the Mailbox DN portion of the string.

1. Make a backup of the following file from the Enterprise Vault installation directory:

\Enterprise Vault\WebApp\V11.0.0.1347\OfficeMailApp\OfficeMailApp.js

2. Then open the file in Notepad.

3. The content is difficult to read as it has been compressed to save bandwidth. Search for the term "dn=". There should be only one occurrence and it should be followed by a variable called 'j'.

4. Replace the 'j' with the following text:

encodeURIComponent($('

    So that the file now reads:

5. The client browser caches the OfficeMailApp.JS file. Clear the browser's Temporary Internet Files to make the change take effect.

6. Retry the Store or Restore operation.

The user's LegacyExchangeDN attribute contains a character from the HTTP reserved character set. This causes the Office Mail App's store or restore request to be truncated prematurely, resulting in a bad request.

In this example, the Organization name ('/o') of the mailbox has an ampersand ('&') character in it.

The Provisioning Task synchronizes this to the ExchangeMailboxEntry table as LegacyMbxDn:

Note how in the dtrace, the Maibox value is truncated at the '&' character:

Mailbox [/o=Lock Stock ]|FolderPath [ ]

The correct value should be

Mailbox [/o=Lock Stock & Barrel/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=060f97917ecd4caaa9be8aef7db8a309-User]|FolderPath [ ]

But because the & is a reserved character, it is interpreted as the start of a new parameter rather than as part of the current string.

A workaround exists for prior versions of EV 11.0.1.  Please contact Technical Support if you are unable to upgrade to 11.0.1 CHF4.
 

For additional solutions to similar symptoms see also Article 100027608