Support 1

[Support 1]

Thanks for reporting this problem.

Have you upgraded Archive To Go recently from another version? If so, have you restarted the machine after installation?

In any case, as a first step I suggest that you restart the machine. You may see an error during the shutdown process, with “csc.exe” in the title.

Please let me know how you go.

Regards,
Advansys Support

[Support 1]

Thanks for the additional information.

If you are able to view the archive from another machine then I doubt the problem lies in the archive metadata. It’s likely to be an issue to do with the affected machine.

Which version of Windows (XP, Vista) is installed?

Has any other software been installed recently? It may be worth trying a reinstallation of Internet Explorer to see if that fixes the problem.

Finally – for comparison – are you able to run Finder in the network location from the affected machine?

Regards,
Advansys Support

[Support 1]

Thanks for reporting this problem. Unfortunately we need to gather more information about your environment before drawing any conclusions.

• Which version of the Viewer is being used?
• Is it the same version of the Viewer on the network and local drives?
• The Viewer file (a2goengine.exe) can be run from the _viewer sub-folder of an existing archive, the installation folder, or any other location. If run from outside an archive, it will prompt for an archive folder – so you can choose to view any archive. Does the problem occur when viewing other archives? If not, please send the contents of the _metadata folder (zipped) to support@advansyscorp.com. The exported metadata contains only Sender, Recipients, Subject and Date for each message; it contains only Display Name and Email Address for each contact.

We may need to make a special ‘debug’ version available to you, in order to identify what Viewer is doing when the error occurs.

I look forward to your reply.

Regards,
Advansys Support

[This message was edited by Support 1 on April 14, 2009 at 10:10 PM.]

[Support 1]

Thanks for reporting this problem.

We recommend upgrading to the latest point release for any major GroupWise release; in your case this will be version 6.5.7.

Was a thorough GWCheck performed on the GroupWise personal archive prior to using Archive To Go? If not, please do so before trying again.

Finally, how many items are in the folder ‘RIP Budget’?

I look forward to your reply.

Regards,
Advansys Support

[Support 1]

Tedd, thanks for your suggestion. We will keep that in mind for this kind of issue.

dchase, thanks for your detailed problem description here in this forum and by email. We have replied to you by direct email.

Regards,
Advansys Support

[Support 1]

I suggest you download the Trial version of Archive To Go, which does not require special rights. Both Trial and Full versions include the same version of the Viewer.

I hope this helps.

Regards,
Advansys Support

[Support 1]

Thanks for the confirmation.

Is it Message Viewer or Excel that fails to find the file – if an error pops up, what is the exact text? It may be easiest to send a screen shot to support@advansyscorp.com.

Which version of Message Viewer are you using?

Just out of interest, could you describe the purpose of your Excel-based email register?

Regards,
Advansys Support

[Support 1]

Thanks for the extra information, and sorry for the delay.

Does the encoding of ‘[‘ and ‘]’ in the filename lead to the file not being found when you click on its link in Excel? I’m not sure what problem stems from the encoding of these characters.

Regards,
Advansys Support

[Support 1]

Thanks for your question.

Unfortunately, Message Viewer relies on the square brackets for extracting information that is encoded between the brackets. The information is required for displaying the correct icons for a given message in the leftmost column of the message list.

Message Saver does not provide a setting to exclude the square brackets. If you remove the brackets, the Viewer will display incorrect icons in the message list and all items will appear as Unread. However everything else should work, so long as the message file’s extension remains “.fml”.

Regards,
Advansys Support

[Support 1]

Thanks for reporting this problem – including the fact that it does not occur for some accounts.

If these errors appear only in the Indexer log file, there should be no need to re-archive the account. It may help to restart the machine prior to indexing, and to ensure that no other applications are running.

It’s possible that anti-virus software is causing this. The user guide recommends disabling anti-virus software while archiving or indexing. Perhaps the software was disabled while indexing some account archives (the ones for which the errors didn’t occur)?

If you have tried the above suggestions, please send the files listed below to support@advansyscorp.com:

• The archiving process log file, in the archive folder.
• The indexing process log file, in the subfolder _indexinf.

I look forward to your reply.

Regards,
Advansys Support

[Support 1]

Thanks for reporting this problem.

Unfortunately it seems that an image can be included here only if it can be located by URL (eg. website). Alternatively, you can send screen shots to support@advansyscorp.com. Please send this error screen shot to help us clarify which specific error this is.

At what point while using Archive To Go Creator did this error appear?

Regards,
Advansys Support

[Support 1]

Dear Tim,

Thanks for your beautifully-written problem report.

We thought the error you describe was fixed in version 2.0.1; perhaps this is a similar (but different) problem. We think it occurs on a machine that has been running for several days; this is usually a server. As you have noted, it only occurs when viewing a message with HTML format available.

The only known workaround is to restart the machine. However the error may recur if the machine has been running nonstop for 30 days or more (sometimes less).

Alternatively, we can make a special build of the Viewer available to you. The build would be capable of identifying what the Viewer is attempting to do when the error occurs. This information would be very helpful to us in understanding how to fix the problem. Please let me know if you are interested.

Kind regards,
Advansys Support

[Support 1]

We have received your email, thank you.

I have confirmed that this error has been reported previously, though it is very rare.

At this stage I would suggest running a thorough GWCheck on the affected account prior to re-archiving. In addition, it may be helpful to restart the machine before starting Archive To Go, and close any applications which are not needed while archiving.

Regards,
Advansys Support

[Support 1]

Thanks for reporting this problem.

I am not sure what can cause this, which I think has not been reported before. Did the error appear while Creator was processing the remote mailbox, or at one of the other screens? If a process log file was created (in the archive folder) please send it (zipped if larger than 200 KB) to support@advansyscorp.com.

Regards,
Advansys Support

[Support 1]

Thanks for the clarification.

Have you or anyone else ever been able to view the contents of this CD-ROM based archive?

I suggest that you try the following:

• Download the latest version of Archive To Go.
• If you already have Archive To Go installed, you will need to uninstall it before running this installer (go to Add or Remove Programs in the Windows Control Panel).
• Use Windows File Explorer to navigate to the Archive To Go installation folder (usually C:Program FilesAdvansysArchive To Go).
• From the list of files, find a2goview.exe and run it. You will be prompted to select an archive: choose a volume from your CD-ROM archive.
• In this version, if the Viewer is unable to find a particular file it will display a message that includes the full path to the missing item. Please check (using File Explorer) whether the item exists.

I look forward to seeing your findings.

Regards,
Advansys Support

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