DOCUMENT:Q178766  10-MAR-2000  [exchange]
TITLE   :XWEB: Error Message: Failed to Open this Message
PRODUCT :Microsoft Exchange
PROD/VER:WINDOWS:5.0,5.5
OPER/SYS:
KEYWORDS:

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The information in this article applies to:

 - Microsoft Outlook Web Access, version 5.5 
 - Microsoft Exchange Active Server Components, version 5.0 
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SYMPTOMS
========

You may receive one of the following error messages in the Microsoft Outlook Web
Access (OWA) client when you attempt to open a message:

   Failed to open this message.
   Your message does not exist in this folder. It may have been deleted.

   -or-

   Failed to open this item.
   Your item does not exist in this folder. It may have been deleted.

CAUSE
=====

There are two known causes of this problem:

1. The Microsoft Exchange Information Store service may not be started.

   -OR-

2. Outlook97 was installed on the Exchange Server computer after Exchange Server
   was installed.

WORKAROUND
==========

To workaround the first cause, start the Microsoft Exchange Information Store
service on the Microsoft Exchange Server computer where your mailbox is located.
To workaround the second cause, register the updated Cdo.dll using Regsvr32.exe
or re-install Exchange Server 5.5. For more inforation about registering
Cdo.dll, please refer to the following article in the Microsoft Knowledge Base:

   Q176744 XCLN: Installing Outlook on OWA Server Causes Access Failure

STATUS
======

Microsoft has confirmed this to be a problem in the Microsoft products listed at
the beginning of this article. We are researching this problem and will post new
information here in the Microsoft Knowledge Base as it becomes available.

Additional query words:

======================================================================
Keywords          :  
Technology        : kbOutlookSearch kbZNotKeyword6 kbExchangeSearch kbZNotKeyword2 kbOWASearch kbOWA550 kbExchangeActiveServComp500
Version           : WINDOWS:5.0,5.5
Issue type        : kbbug
Solution Type     : kbpending

=============================================================================

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