Outlook 2007 "Cannot open this item"

jamesyuen
jamesyuen used Ask the Experts™
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I am currently running Exchange 2003, Outlook 2007

It seem like my exchange server had an unexpected shutdown over the weekend.

When I login to Outlook with Cache Mode on, I am not able to received any email, it doesn't seem to be updateing.

When I login to Outlook with Chache mode off, i am able to see the email in my inbox but when I click on it said "Cannot open this item".

This is happen to my entire orgainization.
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Top Expert 2008

Commented:
Can you try to access the e-mail through outlook webapp? What are the results there?
If OWA is enabled in your organization, just browse to http://exchangeservername/owa or https://exchangeservername/owa from any of your computers, login there and see if you can open the items in OWA.

This is to rule out Outlook as the cause of the problem.

If that doesn't work too, is there some kind of antivirus software installed like Symantec or Trendmicro which force every mail to go through them before being presented to the clients?

Author

Commented:
We don't have OWA enable or at least i cannot get open it via the method you provide.
I do have symantect, should I disable it and see what happens?
Top Expert 2008
Commented:
I suspected that you have Symantec - I do have a customer who also uses Symantec and sometimes, when an update of the pattern engine fails, I experience the exact same issue there. Just stop the Symantec Mail Service on the server and see if you can access your e-mails then.

To disable it, login to your server, click on Start -> Run and type "services.msc". Scroll down in the list until you see something like "Symantec Mail ...", double click it and in the dialog that shows up, click on the "Stop" button.
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Top Expert 2008

Commented:
BTW: Link to OWA could also be:

http://exchangeservername/exchange
or
https://exchangeservername/exchange

You did replace "exchangeservername" with the name or IP address of your exchange server, did you? Sorry if this is a stupid question, but you never know... :)

Author

Commented:
It is the symantec!!!!!!! What should i do now?
Top Expert 2008

Commented:
On your server, manually run the symantec update until it finishes with "all-green". I think they also released a product update which requires a reboot some time ago, maybe you got this update and the server just needs a reboot now or you need to install this update now and afterwards, reboot your server.

You can do that later though when you have time to reboot the server, just keep in mind that at the moment, your server is not protected from viruses - bad tongues now would say that it also is not protected when Symantec is running, but that's just words on the street :)

Author

Commented:
Where can I find or run the manual update?
Top Expert 2008

Commented:
I just tried logged in to my customer's server with Symantec Endpoint Protection on it.
Double click the "Symantec Protection Center" icon on your desktop or in the start menu, login to the protection center (default username is "admin") and at the top right, there's a "common tasks" drop down box, choose "Run liveupdate" there.

This should run liveupdate on the management server and restart services if necessary.

Alternatively, start the "Symantec Mail Security for Exchange" link on your desktop or in the start menu and right there on the homepage, it shows you the current version and pattern files. Mine is 6.5.5.255 (don't know if the versions are comparable). Click on the "Update version status" button to get the latest versions from liveupdate.

Author

Commented:
Got it. Thank you so much for your help in narrow down the problem to AV. I will contact Symantec to finish off this problem.
Thanks.

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