OL: You Cannot Move, Synchronize, or AutoArchive Messages (317953)

SYMPTOMS

When you try to AutoArchive messages, move messages, or synchronize items while Microsoft Outlook is connected to a Microsoft Exchange Server mailbox, you may receive the following error message

Error while archiving folder <folder name - Inbox> in store "Archive Folders". The source and destination folders for this operation cannot be the same.

or you may receive the following message in the synchronization log:

12:51:31 Error synchronizing folder    
12:51:31 [80004005-501-0-550]    
12:51:31 The client operation failed.    
12:51:31 Microsoft Exchange Server Information Store

or you may receive the following error message when you attempt to copy/move:

Can't move the items. The item could not be moved. It was either already moved or deleted or access was denied.

CAUSE

This behavior can occur if you are using the Symantec Norton AntiVirus Corporate Edition (NAV CE). This behavior is by design for items with attachments that are not flagged as scanned by the LANDesk Virus Protect (LDVP) client software. Unscanned items cannot be moved or archived until they have been opened and scanned.

If you have recently installed the Symantec NAV CE, old items that contain attachments may not have been scanned.

NOTE: If you use the Mark As Read option in Outlook (with the Edit menu or by right-clicking a message, and then clicking Mark As Read), the messages are not opened, and the scan does not occur.

RESOLUTION

To resolve this behavior, verify that all items with attachments are either opened or deleted when you receive them.

You can use the Preview pane in Outlook to view the messages. This opens the messages and allows the scan to take place. There may be minor delays in the process while the scans occur.

MORE INFORMATION

For additional information about solutions to server-side aspects for issues such as synchronization, moving messages, and AutoArchive, click the article number below to view the article in the Microsoft Knowledge Base:

264731 XADM: MAPI-Based Tasks Do Not Work with Virus API Anti-Virus Software Running on the Exchange Server Computer

For additional information about antivirus solutions for the Microsoft Exchange Server environment using the Exchange Virus Scanning Application Programming Interface (VS API), click the article number below to view the article in the Microsoft Knowledge Base:

306105 XGEN: Microsoft's Position on Antivirus Solutions for Exchange 2000

For more information about the LDVP client software, see the "How Norton AntiVirus Corporate Edition and LANDesk Virus Protect Scan Microsoft Exchange Email Client File Attachments" article in the Symantec online Knowledge Base. This article is available at the following Symantec Web site with the following identification:

Document ID: 1999081812564148

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.