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Unable to view attachments in OOS when EPG's Recent Activity Page option is enabled

This article applies to the following products:

     Messageware Exchange Protocol Guard 2019
     Messageware Exchange Protocol Guard 2016
     Messageware Exchange Protocol Guard 2013

 

SUMMARY


This article outlines the steps needed to resolve the issue where Outlook Web App (OWA) attachments are not able to be viewed in Office Online Server (OOS) when the Recent Activity Page option is enabled in Messageware EPG.

 

 

SYMPTOM

 

The OWA user selects to view an attachment in OOS and experiences a long delay that ends up in the error message below.

 

 

 

SOLUTION

 

There are a couple of options to remedy the error message:

 

  1. Edit an existing rule and select “Hide Recent Activity Page”
  2. Create a rule with the IP of OOS and either select the bypass or apply to “Hide Recent Activity Page”

 

Login to the EPG Administration page

 

 

Option A

 

  • Select Rules from the left menu
  • Select an existing rule that’s widely used by the organization
    • Example: Default rule
  • Within the Options tab
    • Select Hide Recent Activity Page
  • Select the Save button at the top of the page
  • You can enter an optional description and enter OK to store the change
  • Launch Services from Windows, and restart the Messageware EPG Service
  • The MSExchangeOWAAppPool must be recycled from IIS Manager under Application Pools
  • Clear the browser cache and connect to a new OWA session

 

Option B

 

  • Select Rules from the left menu
  • Create a new rule by pressing the +New button
    • Assign a name to this rule
    • Click Add button
    • Click on the checkbox to enable the rule
    • Depending on configuration, the rule execution order may need to be adjusted
  • Within the Rules tab
    • Click on the + Add New IP Address on the IP Ranges section
    • Enter the IP address of OOS
    • (See the OOS IP from IIS log section below for additional information)
  • Within Options tab
    • Select Hide Recent Activity Page
  • Within Bypass tab
    • Select Bypass EPG protection
  • Select the Save button at the top of the page
  • You can enter an optional description and enter OK to store the change
  • Launch Services from Windows, and restart the Messageware EPG Service
  • The MSExchangeOWAAppPool must be recycled from IIS Manager under Application Pools
  • Clear the browser cache and connect to a new OWA session

 

How to identify OOS IP from IIS Log

 

In order to discover the IP address of the Office Online Server, you will need to identify it from the IIS logs of the Front-End (CAS). This can also apply to environments with a load balancer that is managing multiple OOS connections.

 

  • Remotely connect to the Fron-End (CAS) Exchange server
  • Navigate to the Front End IIS logs
    • Example: \inetpub\logs\LogFiles\W3SVC1
  • Open the appropriate .log file and search for the following text
    • /wopi/files/
  • Navigate to the end of the line text and find the IP belonging to the OOS source
    • Example:  7c7e2c3b4fee;&encoding=; 443 - 10.10.1.100 MSWAC - 200 0 0 95