Versions / Builds Affected
AnyStatus
ResolvedProblem Summary
If the folder chain is broken in the archive stores the Outlook Connector does not display certain folders.TT / JIRAID
854How to Identify
For this article, let's assume the bottom most folder (Level3) is not displayed in the OC: \Level1\Level2\Level3
Step 1 - Confirm that the OC log shows the following error for the Level3 folder:
2012-10-18,10:26:52,194,1,"#000023f0","#000023f4","error ","logmartransport","TransportMessagesProcessor::ProcessParentFolders - folder 'Level1|Level2|Level3' having folderId '52B45205EE0E6F4FB6B6172089024BE9000000176871' is not found in the FoldersId listed by GetFoldersList. On Message -2147427003 "
Step 2 - Confirm issue in archive store database
QUERY #1 - GET USER LIST OF DATABASE
SELECT arc_users.userName FROM arc_users ORDER BY arc_users.userName ASC
QUERY #2 - GET FOLDER LIST PER USER
SELECT arc_users.userName, arc_tags.tagId, arc_tags.tagValue
FROM arc_tags
LEFT JOIN arc_users ON arc_tags.usrId=arc_users.usrId
WHERE arc_tags.tagType=0 AND arc_users.userName='DOMAIN\USER'
ORDER BY arc_tags.tagValue ASC
You need to replace the placeholder DOMAIN\USER in the 2nd query with the proper string gathered via query #1.
The 2nd query should then show a gap when looking at the folder in question (look at the tagValue column) and you would see a row missing for Level2
This output would confirm this issue:
userName tagId tagValue
DOMAIN\USER -2147483648 Level1
DOMAIN\USER -2147483635 Level1|Level2|Level3
This output would NOT confirm this issue (this is how it should look like when everything is ok)
userName tagId tagValue
DOMAIN\USER -2147483648 Level1
DOMAIN\USER -2147483628 Level1|Level2
DOMAIN\USER -2147483635 Level1|Level2|Level3Workaround / Fix Details
E.g. let's assume the bottom most folder (Level3) is not displayed: \Level1\Level2\Level3
1. In the Exchange mailbox of the user, move any email into the folder mentioned above
2. Wait until you can see this email in the target folder from within the web interface of MailArchiver
3. Close the Outlook of the user
4. Open %localappdata%\GFI\MailArchiver for the user
5. Rename the fdb-file to bak
6. Open Outlook again and let the mailbox resync from scratch
7. Check if the mentioned folder appears now
8. Move the email from step 1 back to its original folder within the Exchange mailbox
(For above UMPolling must be in use.)Required Actions
Apply above per affected folder.
Note: The original issue which could cause such database rows missing was addressed in an older 6 version. But customer's could still run into the symptoms caused by this today.
