UPDATED – Open Text Email Management for Exchange 10 – “What happened to all my archived email?”
Nothing like receiving an email from an end-user that reads:
Why do I receive a message from Outlook that says “The owner deleted the document on the server. Please contact your administrator.” on most of my emails that have been archived?
Let me take a step back for a moment. About two months ago, we implemented Open Text’s Email Management for Exchange 10, latest and greatest release, in our organization. The method we chose to archive email was via Microsoft Exchange 2007 Managed folders leaving a stub behind in Exchange.
Overall, everything is working as expected.
Fast forward to December. We start receiving reports that some email that has been archived can no longer be retrieved and users are getting the error outlined above.
We determined that nothing is wrong with our configuration (that we can see) after triple checking it. Further investigation (with the assistance of AppTier) determined that the product had a bug and a major one.
The Problem
The Personal Email Volume (“PEV”) Cleanup job was flagging newly archived emails as orphaned and 28 days later were being purged from LiveLink and we have been able to reproduce this issue in multiple environments. When have opened a ticket with OpenText support and after they were able to replicate the issue it been flagged as an official bug.
The strange thing about this bug is that it only impacts emails stored in the root folder of managed folders. A number of our users created sub-folders and archived their emails there and are not impacted.
For now, we decided to disable the PEV job to prevent the problem from perpetuating and are anxiously waiting for a fix/resolution from OpenText support.
We are also trying to determine if this problem existed in version Open Text Email Management for Exchange 9.7.5.
What a way to start the new year – I’ll report back once I get notice of a fix/resolution.
1/12/2010
I received word from Open Text today that this has been confirmed as a bug and will most likely be issuing a security alert and patch by the end of next week.
2/22/2010
The patch that resolves this issue is EXA-1000-001.
