Can't "Archive as request" except from Outlook.

Hi Community.

A customer or ours is having a problems with archiving mails as request (from now: aar).

If the origin of the mail, is anywhere else than their mailserver, the archiving process just keeps stalling (see image). In other words, the customer is able to aar from Outlook. But not when the mail is opened from SuperOffice, since the mail is located in SO_ARC.

I've also tried to save a mail to the users desktop. Same issue.

The problem is only present at their terminal server. When doing the same thing, from their private desktop, everything works as normal.

With help from their IT, I've tried the following without luck:

  • Creating a temp terminal user. Same problems.
  • Scanning through their GPO. Couldn't find anything.
 

SuperOffice v. 8.0SR4.

Terminal server: 2008 R2.

 

RE: Can't "Archive as request" except from Outlook.

Hi Kasper,

in Service - what are the IP range on the SOAP configuration?

Your IP needs to be within the range of the given configuration to be able to archive requests:

 

Settings -> System design -> SOAP.

Verify that the Ticket port has a range that fits your use. You can also try with 1.1.1.1 - 255.255.255.255 to test and verify that this is the cause, just in case there could be something else messing it up :)

Av: Simen Mostuen Iversen 16. nov 2017

RE: Can't "Archive as request" except from Outlook.

Hi Simen.

Both Admin, Request and Customer port has the range of 1.1.1.1  to 255.255.255.255.

I doesn't seem to help.

I've looked into the log, and the last step before stalling, is in the temp folder under appdata, where the file is temporarely stored. Does this give you a hint?

Av: Kasper Rosenlund 16. nov 2017

RE: Can't "Archive as request" except from Outlook.

What is in the logfile?

Av: Emilija Vilija Treciokaite 17. nov 2017

RE: Can't "Archive as request" except from Outlook.

Hi Kasper!

This sounds like an issue with rights.

In event viewer, or even better Process Monitor (although a bit heavy to work with) I'm sure you'll see some failed requests to modify/read/delete the file - or even move it to a specific location.

If you log into the terminal server as domain admin, do you have the same problems?

Av: Hans Wilhelmsen 17. nov 2017

RE: Can't "Archive as request" except from Outlook.

Hi Kasper,

what you could do is to try it from the Terminalserver when logged in as Admin.

Also try to find out if the User have restrictions on the %appdata%.

 

Greetings

 

Alex

Av: Alexander Wohland 17. nov 2017

RE: Can't "Archive as request" except from Outlook.

#Emilija I've attached the logfile at the bottom of this post. Notice the delay of 7138ms after saving in appdata.

#Hans I do have the same problems when logged in as an administrator user. I'll check the other resources you mention.

#Alex I'm normally logged in as the admin user. If it is a problem with rights and appdata, shouldn't it give problems when archiving as request from Outlook directly as well?

 


[2017.11.06 13:27:19] OUTLOOK.EXE: OUTLOOK EVENT: Inspector_Activate (+3988ms)

[2017.11.06 13:27:19] OUTLOOK.EXE: OUTLOOK EVENT: Triggering handler. (+1ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: ComSafeHelper: Releasing object. (+14ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: Applying saved positioning. (+91ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: Applied positioning - Left: 567, Top: 318, Width: 654, Height: 354. (+1ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: Showing dialog with Left: 567, Top: 318, Width: 654, Height: 354. (+1ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: Showing modal child with repositioning = False, offScreen = False. (+0ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: Showing dialog with startup-location Manual. (+1ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: Showing dialog. (+1ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: ComSafeHelper: Releasing objects. (+115ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: ComSafeHelper: Releasing object. (+1ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: Scheduled UI-update cancelled for type SuperOffice.Ribbon.Outlook.InspectorStateProvider with identifier 6 (+0ms)
[2017.11.06 13:27:19] OUTLOOK.EXE: ComSafeHelper: Releasing object. (+1ms)
[2017.11.06 13:27:26] OUTLOOK.EXE: Saving document to file as: C:\Users\test.superoffice\AppData\Local\Temp\21\SuperOfficeMailLink\26-38-567.rfc822 (+7138ms)
[2017.11.06 13:27:40] OUTLOOK.EXE: OUTLOOK EVENT: Inspector_Activate (+14128ms)
[2017.11.06 13:27:40] OUTLOOK.EXE: OUTLOOK EVENT: Triggering handler. (+7ms)
[2017.11.06 13:27:40] OUTLOOK.EXE: Scheduled UI-update pre-emptively cancelled for type SuperOffice.Ribbon.Outlook.InspectorStateProvider with identifier 7 (+2ms)
[2017.11.06 13:27:40] OUTLOOK.EXE: ComSafeHelper: Releasing object. (+1ms)
[2017.11.06 13:27:40] OUTLOOK.EXE: Dialog closed. (+9ms)
[2017.11.06 13:27:40] OUTLOOK.EXE: ComSafeHelper: Releasing objects. (+16ms)
[2017.11.06 13:27:40] OUTLOOK.EXE: ComSafeHelper: Releasing object. (+1ms)
[2017.11.06 13:28:13] OUTLOOK.EXE: OUTLOOK EVENT: Inspector_Close (+33279ms)
[2017.11.06 13:28:13] OUTLOOK.EXE: OUTLOOK EVENTS: Unregister inspector (+1ms)
[2017.11.06 13:28:13] OUTLOOK.EXE: OUTLOOK EVENT: Triggering handler. (+1ms)
[2017.11.06 13:28:13] OUTLOOK.EXE: OUTLOOK EVENTS: Unregister mailitem (+2ms)
[2017.11.06 13:28:13] OUTLOOK.EXE: ComSafeHelper: Releasing object. (+1ms)
[2017.11.06 13:28:13] OUTLOOK.EXE: OUTLOOK EVENT: Inspector_Close (MailItem cleaned) (+0ms)
[2017.11.06 13:28:13] OUTLOOK.EXE: OUTLOOK EVENT: Inspector_Close (Inspector cleaned) (+1ms)
[2017.11.06 13:28:13] OUTLOOK.EXE: OUTLOOK EVENT: Explorer_Activate (+107ms)

Av: Kasper Rosenlund 17. nov 2017

RE: Can't "Archive as request" except from Outlook.

Hi again.

The log didn't help? I've been in contact with SO support without any luck, and the customer is on my neck, so I'm very interested in a possible explanation.

More so, what is the exact behavior of Maillink, when it tries to archive as request? 

Hope that some oberbearing soul can help me with this issue, since I'm completely stuck. :)

Av: Kasper Rosenlund 21. nov 2017

RE: Can't "Archive as request" except from Outlook.

Sadly the log doesn't tell me a whole lot.

Is debugging turned on in Maillink or is this just the default log?

Did you check out ProcMon to see what happens after it saves the file to the temp area? Are there any prohibited actions? (I know ProcMon is a bit of a nightmare to look through, so you have to do some filtering and put on some of that lotion called patience).

Av: Hans Wilhelmsen 22. nov 2017

RE: Can't "Archive as request" except from Outlook.

Hi Hans.

Debug mode is set to True, so no more help from here :/.

And Ill take a look into ProcMon.

Av: Kasper Rosenlund 23. nov 2017