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Mimecast for Outlook v6.2.1917.19320 - On Hold Items: Failed to process request

Question asked by user.zNlNB6S5WOkDK on Apr 20, 2017
Latest reply on Apr 25, 2017 by user.2oEIBdeQKn

Hello everyone,

 

We have had this happen to two of our users in the past week so we're concerned that it may start impacting other as well.

 

To reproduce the problem:

Open Outlook - Mimecast tab - click On Hold Messages

 

see attached pic

 

and in the application logs we see:

 

19-04-2017 17:29:14,509 DEBUG [349] sessionId: ***...
19-04-2017 17:29:17,539 DEBUG [349] Intercepted exception: CommunicationException, inner: <null>. (MsoServiceInterceptor)
19-04-2017 17:29:17,539 DEBUG [349] raw http data: <empy> (MsoServiceInterceptor)
19-04-2017 17:29:17,539 DEBUG [349] Token will not be renewed. (MsoServiceInterceptor)
19-04-2017 17:29:17,540 ERROR [349] wrapping error as fault: System.ServiceModel.CommunicationException: Internal Server Error

Server stack trace:
at System.ServiceModel.Dispatcher.WebFaultClientMessageInspector.AfterReceiveReply(Message& reply, Object correlationState)
at System.ServiceModel.Dispatcher.ImmutableClientRuntime.AfterReceiveReply(ProxyRpc& rpc)
at System.ServiceModel.Channels.ServiceChannel.HandleReply(ProxyOperationRuntime operation, ProxyRpc& rpc)
at System.ServiceModel.Channels.ServiceChannel.Call(String action, Boolean oneway, ProxyOperationRuntime operation, Object[] ins, Object[] outs, TimeSpan timeout)
at System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCallMessage methodCall, ProxyOperationRuntime operation)
at System.ServiceModel.Channels.ServiceChannelProxy.Invoke(IMessage message)

Exception rethrown at [0]:
at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg)
at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
at Mimecast.Services.Windows.CloudClient.IMsoServiceRaw.GetHoldQueue(String accountCode, String emailAddress, String searchText, Int32 startRow, Int32 pageSize, Int32& totalCount, HoldQueueItemRaw[]& items)
at Mimecast.Services.Windows.CloudClient.MsoService.GetPersonalOnHoldItems(String accountAddress, Int32 startRow, Int32 pageSize)
at Castle.Proxies.MsoServiceProxy.GetPersonalOnHoldItems_callback(String accountAddress, Int32 startRow, Int32 pageSize)
at Castle.Proxies.Invocations.MsoService_GetPersonalOnHoldItems.InvokeMethodOnTarget()
at Castle.DynamicProxy.AbstractInvocation.Proceed()
at Mimecast.Services.Windows.Model.ResettableInvocation.Proceed()
at Mimecast.Services.Windows.CloudClient.MsoServiceInterceptor.Intercept(IInvocation invocation) (OutlookWcfErrorHandler)
19-04-2017 17:29:17,543 DEBUG [10] [44] (OL): call fault from GetPersonalOnHoldItems with reason as CriticalFailure (ServiceAgent)
19-04-2017 17:29:17,543 DEBUG [10] [VSTA_Main] (OL): AsyncOp(OnHoldItemsDialog): WorkerTaskFaultedMethod: Worker Task status = Faulted, Completion Task status = Canceled (AsyncOperationFactory)
19-04-2017 17:29:17,543 DEBUG [10] [VSTA_Main] (OL): AsyncOp(OnHoldItemsDialog): FAULTED, Worker Status = Faulted, Completion Status = Canceled, Thread ID = 1 (AsyncOperationFactory)
19-04-2017 17:29:17,543 DEBUG [10] [VSTA_Main] (OL): AsyncOp(OnHoldItemsDialog): TaskFaultedMethod: Unexpected Exception: GetPersonalOnHoldItems (AsyncOperationFactory)
19-04-2017 17:29:19,639 DEBUG [10] [VSTA_Main] (OL): GetCapabilities... (ServiceAgent)
19-04-2017 17:29:19,640 DEBUG [218] session: [OsUser: ***, WorkspaceId: Default Outlook Profile, Padea: ***@***.***, Client Process ID: 9184, instance: -597583394], isindomain: [True], call: GetCapabilities (MswSessionServiceBehavior)
19-04-2017 17:29:19,643 DEBUG [10] [VSTA_Main] (OL): 98 capabilities received from service (ServiceAgent)
19-04-2017 17:30:29,182 DEBUG [221] sessionId: ***...

 

Please advise.

 

Thank you

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