message not included in archive

[ketter]

Archived a folder and received a warning that a message was not included in the archive. “The surrogate pair (0xD83D, 0xD) is invalid.” It gave me a message ID, but I don’t know how to find that message. Is there any way to resolve this?

Topic

[Support 3]

Thanks for your message.

• Start the GroupWise client and log into the account you want to view the message.
• Open the Archive To Go archive for the account. In the Viewer, go to Tools > Advanced > Open GroupWise Message…, enter the message ID and click OK.

Regards,

Advansys Support

[ketter]

Cool. So now I know which message wasn’t archived. And this one wasn’t critical, but what if the message did need to be archived. How do I fix the problem. The full error from the log is:

System.ArgumentException: The surrogate pair (0xD83D, 0xD) is invalid. A high surrogate character (0xD800 – 0xDBFF) must always be paired with a low surrogate character (0xDC00 – 0xDFFF).
at System.Xml.XmlTextEncoder.WriteRawWithSurrogateChecking(String text)
at System.Xml.XmlTextWriter.WriteCData(String text)
at System.Xml.XmlCDataSection.WriteTo(XmlWriter w)
at System.Xml.XmlElement.WriteElementTo(XmlWriter writer, XmlElement e)
at System.Xml.XmlElement.WriteTo(XmlWriter w)
at System.Xml.XmlDocument.WriteContentTo(XmlWriter xw)
at System.Xml.XmlDocument.WriteTo(XmlWriter w)
at System.Xml.XmlDocument.Save(String filename)
at Advansys.Formativ.Windows.Client.Mailbox.MessageSaver.MessageConverter.xfe9de2513f2181da(String xafe2f3653ee64ebc, String x40b9dd062ab099aa)
at Advansys.Formativ.Windows.Client.Mailbox.MessageSaver.MessageConverter.SaveToFile(String path, String attachmentsDirectoryName)
at Advansys.Arctic.Archiver.x6bd8ef71d35ab58a(Object x8a41fbc87a3fb305, String xe125219852864557, ProgressMessageInfo x0edb5b194ad02902, FolderInfo xd0e732ad4ad24a17)
at Advansys.Arctic.Archiver.x53b7203e935fcc6d(FolderInfo xd0e732ad4ad24a17, IndexBuilder x4a32c1d58415ec25)

[Support 2]

quote:

How do I fix the problem.

Thanks for your post and unfortunately that’s a very good question. A review of our records indicates four other reports of this issue since Archive To Go was released in 2005. It is related to data corruption within a GroupWise message but it is so rare we’ve never been able to replicate nor work-around this issue.

One of the problems in solving these types of issues is Advansys getting access to corrupted messages. Often if they are forwarded via the Internet to us, the act of sending via SMTP alters the message and the problem.

One approach we have just used successfully for another issue is for the customer to provide us with a copy of a GroupWise personal archive containing the message. In most cases this should preserve the integrity of the ‘problem’ message and we can subsequently graft it into a test system internally, then use debugging techniques to isolate the point of failure.

• Unarchive the problem message(s) if it is already archived in an existing personal archive.
• After documenting the current personal archive location setting, change the user’s GroupWise client archive path to a convenient temporary location.
• Archive the problem message(s) into a new GroupWise personal archive.
• Make a copy of the folder containing the new GroupWise personal archive containing the problem message(s).
• To prove the problem can be replicated, run Archive To Go and attempt to export the new GroupWise personal archive and note the results.
• Restore the problem message(s) into the user’s main account.
• Change the user’s GroupWise client archive path back to its original location, which was documented earlier.
• If required, re-archive the user’s problem message(s) back into their standard personal archive.
• If the Archive To Go archive process produces the same error in the test above, please send us the copy of the folder, including its sub-folders, which contains the GroupWise personal archive with the problem message(s).

Another fallback approach is to provide Advansys with access to the mailbox via the Internet and we can debug on the live account. We did this successfully recently to confirm a problem which was also successfully replicated using the above personal archive approach. The personal archive method is preferred as a first option because it is usually a reasonable size, faster, self-contained and isolated from the live GroupWise system. Theoretically an isolated copy of a caching or remote mailbox, disconnected from the internet, could work too.

All customer information provided for research and development is treated as confidential.

If Advansys can replicate the problem using this approach, through systematic research and development it may be possible to work around this type of corruption and subsequently export all or part of the message.

Please let us know if you have any questions and feel free to communicate directly to support AT advansyscorp.com.

Kind Regards,

Advansys Support

[ketter]

Reproduced using the steps you mentioned. I am sending you a zip file that contains the archive.

[Support 2]

Thank you very much for the personal archive which has enabled us to reproduce the problem. Engineering can now proceed with the debugging process to determine the cause and hopefully also a solution.

We will advise you as soon as we have an update on this issue.

Kind Regards,

Advansys Support

[ketter]

Thanks! I appreciate the fast responses here.

[Author]

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