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Barracuda ArchiveOne

'Cannot display the folder' error when retrieving search results in Outlook

  • Type: Knowledgebase
  • Date changed: 2 years ago

Solution # 00007774

 

Scope: ArchiveOne, v6.6 or

 

Answer:

 

SYMPTOMS
You access the AOneSearch website through the Search Archive folder in Outlook. Having run a search, you double-click one of the messages to retrieve it from the archive. Outlook then displays the message:

'Cannot display the folder. Microsoft Outlook cannot access the specified folder location'.

ROOT CAUSE
If you use Outlook in cache mode then you may see this behaviour. When you retrieve a message and Outlook is in cache mode, you may find that the message hasn’t yet synchronised with the Outlook cache. Thus ArchiveOne is requesting Outlook to display an item that doesn’t yet exist in Outlook’s cache, and hence Outlook reports the ‘cannot display folder’ error.

WORKAROUND

Option 1: Inhibit the Outlook protocol

You will see from the Home Page tab of the Search Archive folder that the website address is appended with the Outlook protocol ('OL=true'). This means that though you are viewing the web page from within Outlook, any retrieved messages will still be displayed in an Outlook window rather than opening in a new web browser page. If you wish, you can choose to inhibit the Outlook protocol. This is a global setting and will thus affect all users. Inhibiting the Outlook protocol will force the retrieved message to display in a web browser in Outlook Web Access (if configured), regardless of whether the user is in Outlook or a web browser. You can do this as follows:

1. On the server(s) where the AOneSearch website is installed, browse to: C:\Program Files (x86)\Barracuda\ArchiveOne\Web\AOneSearch.
2. Open the file web.config in Notepad.
3. Find the line:
<add key="InhibitOutlookProtocol" value="false"></add>
4. Modify this line so that it is set to true:
<add key="InhibitOutlookProtocol" value="true"></add>
5. Save and close the file.
6. Open Internet Information Services (IIS) Manager from Administrative Tools on the Start Menu.
7. Expand the server name in the left hand tree and select Application Pools.
8. Right-click the application pool 'Archive One' and select Recycle...

Now test your retrieval again from Outlook to confirm that this now retrieves in a separate web browser window, rather than Outlook.

Option 2: Increase the Outlook retrieve delay

Alternatively, you can increase the retrieval delay. This is a global setting and will thus affect all users. This introduces an artificial delay which gives Outlook time to update its cache before ArchiveOne requests Outlook to display the message. This can be done as follows:

1. On the server(s) where the AOneSearch website is installed, browse to: C:\Program Files (x86)\Barracuda\ArchiveOne\Web\AOneSearch.
2. Open the file web.config in Notepad.
3. Find the line:
<add key="OutlookRetrieveDelay" value="4000"></add>
This value is in milliseconds, so by default is 4 seconds.
4. Modify this line to initially double the value:
<add key="OutlookRetrieveDelay" value="8000"></add>
You may need to conduct multiple rounds of testing to find the optimum delay depending on how often your Outlook cache updates.
5. Save and close the file.
6. Open Internet Information Services (IIS) Manager from Administrative Tools on the Start Menu.
7. Expand the server name in the left hand tree and select Application Pools.
8. Right-click the application pool 'Archive One' and select Recycle...

Now test your retrieval again from Outlook to confirm that the message correctly opens (in Outlook) after the configured delay time. If the message opens successfully, you can test decreasing the delay value gradually to find the optimal level. If the retrieval fails, you may need to increase the timeout value further.

RESOLUTION
This issue will not occur if Outlook is not in cache mode. To use Outlook in non-cache mode, follow the steps below.

For Outlook 2010/2013,

1. On the File tab, select Account Settings.
2. The Account Settings window will open. Select your name on the E-mail tab and click the Change button.
3. The Change Account window will open. Untick the option 'Use Cached Exchange Mode' to disable it.
4. Click Next.
5. A prompt will open stating 'The operation you selected will not complete until you quit and restart Microsoft Outlook'. Click OK.
6. Click Finish to close the wizard.
7. Click Close to close the Change Account window.
8. Now close Outlook and restart it.

Retrieve the message again to confirm that this is now successful and the error no longer occurs.

 

 

 

Link to This Page:

https://campus.barracuda.com/solution/50160000000SwKBAA0