Symantec Enterprise Vault and Citrix PS4.5 (running on Windows 2003 Terminals Services using Outlook 2003)…

by Andy Grogan on December 3, 2008 · 0 comments

in Enterprise Vault, Exchange 2007 (3rd Party), Exchange 2007 (General)

When I am not wearing my Exchange Hat, like many I tend to have to dabble in other areas of the IT technical spectrum. One area other than Exchange where I have had a lot of experience is Citrix. Admittedly these days I have a very good team of Citrix professionals whom do all of the day to day admin, and indeed when new Citrix project come along they take lead on the design and implementation – however recently due to some staffing issues and indeed availability of staff I have been helping out on a major Citrix Presentation Server 4.5 migration from XPe FR3 to 600 of our customers.

Like all major roll outs, despite the most detailed of planning, there have been teething issues – and it is one such issue that I would like to share with you all.

If you have been following my Blog you will know that my current company uses Symantec Enterprise vault as its corporate e-mail compliance solution.

Now as one would expect during the “Due Diligence” phase of the migration from Citrix XPe FR3 to PS 4.5 we highlighted that we had 600 Citrix based KVS users whom were being migrated – therefore we would require the Outlook client extensions to be installed within the new PS 4.5 farm.

As part of the migration we were also providing an upgrade from Outlook 2000 to 2003 (yes I know don’t slate us – it complicated).

So to cut a long story short, we commissioned all the servers, installed all of the required applications, syspreped the servers, completed the imaging process, installed PS 4.5 and then migrated all of the users over.

For the most part it went very well, until we started receiving phone calls from customers complaining that they could not access their previously archived items via Outlook 2003.

Essentially the customers would be able to see their archived items in Outlook, which includes the preview stub and the correct icon to denote that the mail item is indeed a vaulted item - see below;

EVStub

However when trying the retrieve the item from the vault all our customers would be presented with the standard stub preview – see below:

EVStub-Opened

Clicking on the “Click here to view the original item” did nothing, functions such as forward failed to work as well.

I ran through the usual suspects that cause such issues and indeed review the tools bolted into Outlook via the client extensions:

  • Re-installing the client extensions
  • Ensuring that the Citrix Server could resolve the hosts names of the EV site and the EV server
  • Ensuring that the client had access to the Organisational Forms repository which contained the EV forms.
  • Reviewed the EV log for the user

 All of which did not help or were set correctly.

After a lot of trial and error and indeed some feverish research on the Internet I discovered that using the default method of installing Outlook 2003 (or indeed Outlook XP, and 2007) within a Terminal Server based environment will omit (or not install) the core VBSCRIPT components of Outlook. This might not seem relevant to many, but Enterprise vault still relies very heavily on VBSCRIPT within Outlook to function.

OK – so by knowing this does this fix the problem?

Essentially it would seem that if you use the standard “Transforms” file to install Office 2003 / 2007 within Terminal services the following DLL file is not installed by default “OUTLVBS.DLL“.

What you need to do is find a “normal” office (or Outlook) 2003 / 2007 installation and then copy the DLL above to one of the following locations on each Terminal / Citrix Server:

  • Outlook 2003 = Program Files\Microsoft Office\Office 11\
  • Outlook 2007 = Program Files\Microsoft Office\Office 12\

Then restart Outlook – after which retrieving items from the Vault should work correctly.

For more information on this problem see http://support.microsoft.com/default.aspx?scid=kb;en-us;302003

As always – I hope that this helps some one along the way.

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