Error Message

If attempting to open the item from EVS, the user will see an error message dialog box containing:

Cannot download the archived item from [URL]

If attempting to open a shortcut, the error message is:

Enterprise Vault cannot open this item
Copy or move it to your mailbox and then try again from there

One of two error codes is traced in the EV client log.

MAPI_E_NETWORK_ERROR:

26/11/2020 11:19:19.311[4432][L]: CDesktop::OpenItem: 0x0
26/11/2020 11:19:19.311[4432][H]: Opening Item with URL - [Server]/EnterpriseVault/download.asp...
26/11/2020 11:19:19.312[4432][L]: DesktopCommonUtil::OpenStoreOfType: 0x0
26/11/2020 11:19:19.723[4432][L]: ~DesktopCommonUtil::OpenStoreOfType: 0x80040115
26/11/2020 11:19:19.723[4432][L]: ~CDesktop::OpenItem: 0x80040115

MAPI_E_LOGON_FAILED:

26/11/2020 11:19:19.311[4432][L]: CDesktop::OpenItem: 0x0
26/11/2020 11:19:19.311[4432][H]: Opening Item with URL - [Server]/EnterpriseVault/download.asp...
26/11/2020 11:19:19.312[4432][L]: DesktopCommonUtil::OpenStoreOfType: 0x0
26/11/2020 11:19:19.723[4432][L]: ~DesktopCommonUtil::OpenStoreOfType: 0x80040111
26/11/2020 11:19:19.723[4432][L]: ~CDesktop::OpenItem: 0x80040111

The exact cause of this issue is unknown.  The failures occur when calling the MAPI function OpenMsgStore.  Since the issue does not occur in cached mode, it is thought that there is an issue in the Exchange RPC over HTTP infrastructure causing the errors.

Switching the mailbox to use MAPI over HTTP instead of RPC over HTTP addressed the issue.

The Outlook add-in fails to open archived items approximately fifteen minutes after starting Outlook. The issue was observed when the following conditions were met:

• The Outlook profile is configured for "online" mode (not using cached Exchange mode)
• The Outlook profile is using RPC over HTTP protocol shown in "Connection Status"

This can affect items opened from Enterprise Vault Search (EVS) or from shortcuts. When Outlook is first started everything works fine until this fifteen minute time period elapses. If the Outlook profile is switched to cached Exchange mode, or the mailbox is connected using MAPI over HTTP, the issue does not occur.