locked
Exchange/Outlook 2007 Search problem - cannot open this item RRS feed

  • Question

  • Hi,

     

    Environment: Exchange 2007 SP2 RU4 and Outlook 2007 (Online mode) SP2+latest updates/fixes.

     

    We have 2 shared mailboxes in our environment that our users use as an archive for incoming emails. Alot of email forwarded to theese mailboxes. Shared Mailbox #1 is 20GB and Shared Mailbox #2 is 42GB. The users have Full Access Permissions (through EMC) on these mailboxes. Mailboxes are connected to Outlook as an additional mailbox.

     

    Sometimes when the users search (advanced search) in these shared mailboxes and the search result is displayed in the pane, the user clicks on the email and receives an error that says:

     

    “Cannot open this item”

     

    If the user browse the email in the shared mailbox it is possible to open the email without any errors.

     

     

    If the user restarts Outlook and search again, it is possible to open the item successfully through the search pane. After a while the problem is back when searching, “cannot open this item”.

     

     

    I removed the Full Access Permissions from one of the affected users and then I used a tool called PFDAVADMIN to give that user Owner rights on that specific mailbox and subfolders. Then the user tried to search and it has worked since that day. One disadvantage of this is that the user cannot connect this mailbox through the OWA anymore because I removed the access. When I give the user Full Access again the “Cannot open this item” is back when searching but OWA is working... :)

     

     

     

    Any clues?

     

    BR

     

    Markus


    Monday, March 28, 2011 10:13 AM

All replies

  • Since the user can access the email from the Search result sometimes with the same permission, I think the issue may not be related to permission problem. To troubleshoot the issue, please perform the following steps.

     

    1. Start Outlook 2007 via Exchange Cached Mode and try to access the shared mailbox E-mail.

    2. Replace another machine with a different user mailbox.

    3.  Try to access the search result as the test user with clean Outlook client.

     

    1.) Perform a clean boot

    a. Load System Configuration Utility by run "msconfig".

    b. On tab Services, select Hide all Microsoft Services.

    c. Click button Disable All to disable all third party services.

    d. On tab Startup, click button Disable All.

    e. Restart the computer.

     

    2.) Logon Outlook in safe mode by run command "Outlook /safe".

    3.) Try to reproduce the issue.

     

    Thanks.

    Novak Wu

     

    TechNet Subscriber Support in forum

    If you have any feedback on our support, please contact tngfb@microsoft.com  


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Tuesday, March 29, 2011 7:04 AM
  • Hi,

    Thank you for your answer. Could you explain what you mean with this:

    "Replace another machine with a different user mailbox."

    We have several users with the same problem so it not a specific computer issue.

    Should we install a fresh PC and create a new Active Directoy user and then connect that user to the shared mailbox and try to search?

     

    BR

     

    Markus


    Tuesday, March 29, 2011 11:16 AM
  • To eliminate the cause, you can install a fresh PC and create a test account to check the result. Please start Outlook with Cached Mode to check whether the message from the shared mailbox can be opened or not.

     

    Did you try the safe-mode? It'll not allow third party programs to run their binaries in conjunction with the Outlook client. Check if client were using Windows Desktop Search instead of Outlook search.

     

    <Start->Run->fill in "outlook /safe">

     

    Thanks.

    Novak Wu

     

    TechNet Subscriber Support in forum

    If you have any feedback on our support, please contact tngfb@microsoft.com  

     


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    • Marked as answer by Novak Wu Tuesday, April 5, 2011 1:06 AM
    • Unmarked as answer by Markus W Friday, April 15, 2011 12:14 PM
    Thursday, March 31, 2011 1:54 AM
  • To eliminate the cause, you can install a fresh PC and create a test account to check the result. Please start Outlook with Cached Mode to check whether the message from the shared mailbox can be opened or not.

     

    Did you try the safe-mode? It'll not allow third party programs to run their binaries in conjunction with the Outlook client. Check if client were using Windows Desktop Search instead of Outlook search.

     

    <Start->Run->fill in "outlook /safe">

     

    Thanks.

    Novak Wu

     

    TechNet Subscriber Support in forum

    If you have any feedback on our support, please contact tngfb@microsoft.com  

     


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.


    Right now im testing a clean win xp with office default settings, no GPO's etc on user/computer objects. I noticed that when the Outlook client is in cached mode im not able search subfolders on shared mailboxes and thats exactly how theese users work. They are using the advanced search (ctrl+shift+f) feature. So now im back with the online mode Outlook.

     

    I'll get back with the results.

     

    Wednesday, April 6, 2011 12:29 PM

  • Right now im testing a clean win xp with office default settings, no GPO's etc on user/computer objects. I noticed that when the Outlook client is in cached mode im not able search subfolders on shared mailboxes and thats exactly how theese users work. They are using the advanced search (ctrl+shift+f) feature. So now im back with the online mode Outlook.

     

    I'll get back with the results.

     

    bad news, same issue on a Clean Win XP SP3 with all WSUS security/updates, .NET Framework and an updated Office 2007 with latest updates.

    We used a new AD test account with no GPO's to user/computer, only default domain policy. No loginscripts etc..

    This must be an Exchange issue....?

    Thursday, April 7, 2011 6:08 AM

  • Right now im testing a clean win xp with office default settings, no GPO's etc on user/computer objects. I noticed that when the Outlook client is in cached mode im not able search subfolders on shared mailboxes and thats exactly how theese users work. They are using the advanced search (ctrl+shift+f) feature. So now im back with the online mode Outlook.

     

    I'll get back with the results.

     

    bad news, same issue on a Clean Win XP SP3 with all WSUS security/updates, .NET Framework and an updated Office 2007 with latest updates.

    We used a new AD test account with no GPO's to user/computer, only default domain policy. No loginscripts etc..

    This must be an Exchange issue....?


    Even tried with Outlook safemode on the clean client but still the same issue.
    Monday, April 11, 2011 8:13 AM
  • To eliminate the cause, you can install a fresh PC and create a test account to check the result. Please start Outlook with Cached Mode to check whether the message from the shared mailbox can be opened or not.

     

    Did you try the safe-mode? It'll not allow third party programs to run their binaries in conjunction with the Outlook client. Check if client were using Windows Desktop Search instead of Outlook search.

     

    <Start->Run->fill in "outlook /safe">

     

    Thanks.

    Novak Wu

     

    TechNet Subscriber Support in forum

    If you have any feedback on our support, please contact tngfb@microsoft.com  

     


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.


    Do you have any other suggestions for me on the Exchange side?

     

    • Proposed as answer by IT Tropolis Friday, January 27, 2012 4:40 PM
    Friday, April 15, 2011 12:15 PM
  • Hi Markus W.:

    Did you ever find out the solution to this issue? 

    I have the same issue.  Environment is Exchange Server 2010 SP1 with Outlook 2007 clients.  A typical Outlook client has permission to 1 or 2 additional generic/shared mailboxes, which thus automatically appear in their Outlook (not IMAP or POP or HTTP).  When users search on the additional mailbox(es), they intermittently get the "Cannot open this item" error and in additional the search results are often not accurate. 

    I saw a comment above about checking to see if Outlook is using Windows Search instead of the native Outlook search.  I plan  to check and if so disable the Windows Search add-in then test.

    Any other ideas?

    Thank you!
    Bob H. 


    Bob Herman
    Friday, January 27, 2012 4:40 PM
  • Hi Markus,

    Did you ever find a solution to your problem after? The same issues have been reported to me form end users.

    We are working off the same versions as yourself, and the problem is becoming a real pain.

    Any help would be great.

    Regards

    Kevin

    Monday, November 5, 2012 3:10 PM