You receive a "Can't open this item" error message when you try to open a posted item in a public folder in Outlook (895523)


The information in this article applies to:

  • Microsoft Exchange Server 2003 Enterprise Edition
  • Microsoft Exchange Server 2003 Standard Edition
  • Microsoft Exchange 2000 Enterprise Server
  • Microsoft Exchange 2000 Server
Important This article contains information about how to modify the registry. Make sure to back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows registry

SYMPTOMS

Because of an issue in Microsoft Exchange Server 2003 or in Microsoft Exchange 2000 Server, when you try to open a posted item in a public folder in Microsoft Outlook 2000 or in a later version of Outlook, you may receive one of the following error messages:

Error message 1

Can't open this item. Unknown error.

Error message 2

Can't open this item.
If you try to manually open the posted item on a server that is running Microsoft Exchange Server , you may receive the following error message:
The file Drive:\OrgName\PublicFolders\PublicFolderName\ItemName.eml could not be opened because it does not exist or is being used by another application (0x800CCF65, 3).

CAUSE

This issue occurs when you use the GFI MailSecurity for Microsoft Exchange/SMTP version 7.2 antivirus program on the computer that is running Exchange 2003 or Exchange 2000. The GFI MailSecurity antivirus program puts file locks on files that are attached to the posted item.

WORKAROUND

You can disable the GFI MailSecurity antivirus program when an Exchange server has been temporarily isolated from the network. To do this, follow these steps.

Step 1: Disable and stop the GFI MailSecurity version 7.2 service

To do this, follow these steps:
  1. Click Start, click Run, type services.msc, and then click OK.
  2. Double-click the service for GFI MailSecurity version 7.2.
  3. On the General tab, click Disabled in the Startup type list.
  4. Click Stop, and then click OK.
  5. Close the Services console.

Step 2: Create a registry value to enable the HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeIS\VirusScan registry subkey

To do this, follow these steps.

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall your operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.
  1. Click Start, click Run, type regedit, and then click OK.
  2. Locate and then click the following registry subkey:

    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeIS\VirusScan

  3. Set the value to the following:
    • Value name: Enable
    • Value Type: REG_DWORD
    • Value Data: 0
    Note After you configure this registry value, you must restart the computer.
According to GFI software, you can both avoid and resolve this issue if you use the following methods in the order that they are presented:You can also resolve this issue if you remove and then reinstall the GFI MailSecurity antivirus program. For more information about the GFI MailSecurity antivirus program and for GFI MailSecurity product updates, visit the following GFI Web site:

http://www.gfi.com/mailsecurity/index.html

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

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

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

MORE INFORMATION

For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base:

245822 Recommendations for troubleshooting an Exchange Server computer with antivirus software installed

328841 Exchange and antivirus software

Modification Type:MinorLast Reviewed:7/12/2005
Keywords:kbtshoot kbprb kbinfo kbexchSTORE KB895523 kbAudITPRO
©2004 Microsoft Corporation. All rights reserved.