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Outlook Web Access issue

Posted on 2006-11-27
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Last Modified: 2012-06-21
We have an Exchange 2003 Server with Outlook Web Access and when users use Outlook Web Access with Internet Explorer outside of the network, they are able to respond to e-mail and create and send new e-mail but when they are on the network and they try using Outlook Web Access by sending a new e-mail or responding, the body of the e-mail cannot be accessed and there is a red x icon in the body.  The users do not have this problem with Firefox and just IE.  
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Question by:regsamp
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Expert Comment

by:LeeDerbyshire
ID: 18019598
I would suggest checking the IE Security settings for the zone that the server is in.  When you are using OWA, have a look at the bottom-right status bar, and see which zone it says the server is in.  Compare the name of the zone, and it's IE settings in Internet Options/Security, for both the offsite and onsite PCs, and see if there is a difference.  It sounds like the IE scripting permissions may be too restrictive for the onsite users.
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Author Comment

by:regsamp
ID: 18019710
Internal it says unknown zone (mixed) for IE and will have to check external for zone listing.  
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Expert Comment

by:LeeDerbyshire
ID: 18019764
Try adding the server name (as typed into the address bar) to IE's Local Intranet zone.  I'm sure that's where it ought to be, anyway.
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Author Comment

by:regsamp
ID: 18019827
Added the server name to IE's Local Intranet zone but still having the same occurence.  
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Expert Comment

by:LeeDerbyshire
ID: 18019870
What is the Local Intranet zone's security setting?  Does it say 'Custom', or a Default setting, like 'Medium-Low'?
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Author Comment

by:regsamp
ID: 18019883
The default setting and it is at Medium-Low.  
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Author Comment

by:regsamp
ID: 18019922
Tried to toggle between default and custom with different settings but the issue still occurs.  
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Expert Comment

by:LeeDerbyshire
ID: 18019963
Are you using IE7, by any chance?  There is a known issue with the original OWA MIME control and IE7.
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Expert Comment

by:LeeDerbyshire
ID: 18019990
Also, have a look at this from the Exchange Team Blog:

http://msexchangeteam.com/archive/2006/11/16/431521.aspx
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Author Comment

by:regsamp
ID: 18020002
No, this is IE 6 as we have not yet upgraded the systems to IE7.  
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Author Comment

by:regsamp
ID: 18020163
Tried the 912945 package for Windows XP systems with SP2 and the package crashes each time it is run.  
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Expert Comment

by:LeeDerbyshire
ID: 18020454
There are a few registry keys mentioned here, that you might check:

http://bink.nu/Article2310.bink

Also, it might be worth re-installing the S/MIME control from the OWA Options page.
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Author Comment

by:regsamp
ID: 18020529
Tried the 912945 package again for a Windows XP SP2 system and it installed but IE still has the same issue.  Checked the registry keys and they were missing but not able to get to a machine at this time that may have the two keys.  There is also the server hotfix but appears to be mainly targeted for Windows Vista.  http://www.microsoft.com/downloads/details.aspx?amp;displaylang=en&familyid=5BC06E8A-08EB-4976-BC68-A03EBE3A2552&displaylang=en
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Expert Comment

by:LeeDerbyshire
ID: 18020548
Did you try re-installing the S/MIME control from the OWA Options page?  It's a long shot, but I would definitely try it.
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Author Comment

by:regsamp
ID: 18020583
Have not tried re-installing the S/MIME control yet.  I am somewhat hesitant as OWA is functioning fine otherwise with Mozilla and external usage.  
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Expert Comment

by:LeeDerbyshire
ID: 18021145
The OWA GUI is totally different in non-IE browsers.  IE gets the full JavaScript-ActiveX-Enabled GUI, where non-MS browsers get a much simpler one.  Do you think the external users are getting the Basic GUI, instead of the Premium one?  I can't think why they would, based simply on their location, but if they are (perhaps they all use FireFox, or something), then that would explain the difference in behaviour.

The S/MIME control is the enhanced text box that the Premium GUI uses to edit messages - the re-install might patch those missing reg. values.  It's installed on the client side - you won't be breaking anything on the server.
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Author Comment

by:regsamp
ID: 18021191
Most users including myself use IE when external and it works okay.  Do you have a link or KB for re-installing the S/MIME control on the client side?  
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Expert Comment

by:LeeDerbyshire
ID: 18021324
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Author Comment

by:regsamp
ID: 18021443
Reinstalled the S/MIME control from the OWA Options page and still having the same issue.  I did refresh, clear cache, history, etc but same issue.  
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Expert Comment

by:LeeDerbyshire
ID: 18021699
This MS article suggests that some locally installed firewalls might prevent ActiveX controls from operating:

http://support.microsoft.com/kb/283807

Do you have anything like that installed on your PC, with a setting to enable ActiveX?
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Author Comment

by:regsamp
ID: 18021764
Windows Firewall is turned off and nothing else installed to enable ActiveX.  Checked IE settings and there is nothing preventing ActiveX from at least prompting.  
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Expert Comment

by:LeeDerbyshire
ID: 18021841
Does the following file exist on your PC

C:\Program Files\Common Files\Microsoft Shared\Triedit\dhtmled.ocx
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Author Comment

by:regsamp
ID: 18022010
C:\Program Files\Common Files\Microsoft Shared\Triedit\dhtmled.ocx is on my current PC.  
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Expert Comment

by:LeeDerbyshire
ID: 18022037
And do you now have these registry keys and subkeys:

HKEY_CLASSES_ROOT\CLSID\{2D360200-FFF5-11d1-8D03-00A0C959BC0A}

HKEY_CLASSES_ROOT\CLSID\{2D360201-FFF5-11d1-8D03-00A0C959BC0A}
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Author Comment

by:regsamp
ID: 18022070
I do not have the subkeys 2D360200-FFF5-11d1-8D03-00A0C959BC0A and 2D360201-FFF5-11d1-8D03-00A0C959BC0A on my current PC.  
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Expert Comment

by:LeeDerbyshire
ID: 18022093

Can you open a cmd prompt, and navigate to the C:\Program Files\Common Files\Microsoft Shared\Triedit folder, and then type

regsvr32 dhtmled.ocx

Make sure that a success message is displayed, then refresh the view in your regedit (F5), and make sure that the CLSID keys got created.
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Author Comment

by:regsamp
ID: 18022153
The CLSID keys are now displayed after registering dhtmled.ocx.  
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Expert Comment

by:LeeDerbyshire
ID: 18022193
Does it make any difference to your OWA?
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Author Comment

by:regsamp
ID: 18022233
Same issue in Internal IE browser.  
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Expert Comment

by:LeeDerbyshire
ID: 18022394
Hmm.  Ah well, I have to finish for today - I'll have another look tomorrow.
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Expert Comment

by:LeeDerbyshire
ID: 18026601
Can you try these same last steps with the triedit.dll in the same folder?

regsvr32 triedit.dll
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Author Comment

by:regsamp
ID: 18027051
Performed regsvr32 triedit.dll and the issue is still occuring.  
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Expert Comment

by:LeeDerbyshire
ID: 18027692
When you go to compose a new message, and it shows the red X, is there a small triangular yellow warning indicator at the bottom left of the browser status bar?
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Author Comment

by:regsamp
ID: 18027796
No, there is not a small triangular yellow warning indicator at the bottom left of the browser status bar.  
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Expert Comment

by:LeeDerbyshire
ID: 18027863
Do you have a PC (say, a laptop) that you can try to connect both internally and externally?  Just to see if it is a direct result of the nature of the connection to the server?
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Expert Comment

by:LeeDerbyshire
ID: 18028017
Also, this:

http://www.messagingtalk.org/content/433.html

suggests that it might help to un-register (regsvr32 /u) the two libraries, before re-registering them.
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Author Comment

by:regsamp
ID: 18028225
I don't currently have a system that I can test internally and externally but I was able to connect externally last night without issue.  
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Expert Comment

by:LeeDerbyshire
ID: 18028419
Did you try the regsvr32 /u  suggestion in my 02:27 message?
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Author Comment

by:regsamp
ID: 18028601
Tried these steps and same issue:
Re-register these ocx & dlls.

regsvr32 /u "C:\Program Files\Common Files\Microsoft Shared\Triedit\dhtmled.ocx"

regsvr32 /u "C:\Program Files\Common Files\Microsoft Shared\Triedit\triedit.dll"

regsvr32 "C:\Program Files\Common Files\Microsoft Shared\Triedit\dhtmled.ocx"

regsvr32 "C:\Program Files\Common Files\Microsoft Shared\Triedit\triedit.dll"
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Expert Comment

by:LeeDerbyshire
ID: 18028638
Is the server at the highest OWA patch level?  In the Program Files\Exchsrvr\exchweb folder, there are some numbered subfolders.  The highest one should be 6.5.7651.43 .  Do you have that?
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Author Comment

by:regsamp
ID: 18028829
The highest folder is 6.5.7226.0 listed at that location.  
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Expert Comment

by:LeeDerbyshire
ID: 18028933
That's quite old - there have been four OWA-specific patches since.  The thing is, I don't even know if updating would help at all, since your external users are not having any problems.  Do you like to keep things patched, or do you prefer to leave well alone if something's working?
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Expert Comment

by:LeeDerbyshire
ID: 18028994
BTW, I subscribe to the MSExchange.org mailing list, and a similar problem has appeared today:

http://forums.msexchange.org/m_1800424063/mpage_1/key_/tm.htm#1800424082

Unless that is you as well?  I note that someone's already suggested the regsvr32 thing, but it might help if you subscribe to that thread, in case something else is suggested.
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Author Comment

by:regsamp
ID: 18029187
That was not me for the thread.  I like to wait a little bit or more on patches if things are working for the most part and since everything but internal OWA with IE is the only issue I may hold off as we don't use it for that function.  
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Accepted Solution

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LeeDerbyshire earned 500 total points
ID: 18029256
Well, I'll watch that thread too, and see if anything else crops up, since I don't know what else to suggest.  If you don't use OWA internally very much, perhaps you could select the Basic option each time.  A bit of a cop-out, I know, but at least you can get to send messages.  I have patches DL'd automatically (but not applied straight away) by Microsoft Update.  Unfortunately, one side effect is that it makes it more difficult to work out what's going wrong on an unpatched server.  All the JavaScript files (which is where the problem may lay) get changed with each patch, since there are so many scripting vulnerabilities being dreamed-up these days.
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Author Comment

by:regsamp
ID: 18029345
How can we choose to use the Basic option each time so I can at least test that?  
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Expert Comment

by:LeeDerbyshire
ID: 18029381
If you are using Forms-based Authentication, you just select it when you log in.  But it sounds like you are not, so it's a bit more complicated:

http://support.microsoft.com/kb/833340

Here, it is called the 'Rich' client.
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Author Comment

by:regsamp
ID: 18030220
Okay will take a look at Rich client.  
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Expert Comment

by:LeeDerbyshire
ID: 18030314
Remember, you want to disable it, leaving just the Basic client.
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Author Comment

by:regsamp
ID: 18036688
LeeDerbyshire, thank you for your help.  
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