EMC Desktop 6.3.1 Email workitems empty

[marta2]

Hi there all.

I'm having a major issue at a client of ours.

I have set up emails, and the mails queues successfully, and they even deliver successfully, but, when the mail arrives at the Agent desktop, them mail is blank.

There is no to, or from fields, the subjects are blank, and the body section is grayed out.
Desktop application recieve information but not show it.

ASGUIHost.Log:
Info [5760] ASDesktopUtilityPlugin.DropCall.XMLStation_Station CallChanged: Phantom call delivered. Not found UCID in Buffer case - AutoAcceptBuffer count is now 2.
Info [804] ASMediaController.MediaController.m_ASMediaClient_ WorkItemRefDelivered(): Work Item ID = 709dd9f5-52c3-4a57-a29c-69d8cc035a03; Work Item Type = 1; UCID = 10000000931390198743
Info [5760] AgileSoftware.Multimedia.MediaStore.EMS.Client.Ema ilPlugin.EmailControlUC_OnInternalError(): [AgileSoftware.CommonControl.Email.EmailControlUC.E mailControlUC()] Unexpected error occurs.
Info [5760] ! System.NullReferenceException: В экземпляре объекта не задана ссылка на объект. (Link to object not set in object instance)
Info [5760] ! в AgileSoftware.CommonControl.Email.EmailControlUC.. ctor(IHtmlEditorPool htmlEditorPool, String documentWindowKey, String emailAddress, enEmailControlType controlType, Boolean includeOriginalMsg, Boolean allowEditOriginalMsg, Boolean addAttachmentExternally, Boolean enableToField, Boolean enableCcField, Boolean enableBccField)
Info [5760] AgileSoftware.ASTimeInAUXDisplay.m_pGUIHost_Window Activated - window key 49eddac4-c39b-4432-b552-c2b9ab72d1d5.
Info [5760] ASGUIHost.ASGuiHostPlugin.FireDocumentWindowCreate dEvent: Document Window Created event will be fired. Document Window Key = 49eddac4-c39b-4432-b552-c2b9ab72d1d5
Info [5760] AgileSoftware.ASTimeInAUXDisplay.m_pGUIHost_Docume ntWindowCreated - Entry point. New document is 49eddac4-c39b-4432-b552-c2b9ab72d1d5, selected document is 49eddac4-c39b-4432-b552-c2b9ab72d1d5
Info [5760] AgileSoftware.ASTimeInAUXDisplay.m_pGUIHost_Docume ntWindowCreated - adding document window 49eddac4-c39b-4432-b552-c2b9ab72d1d5.
Info [5760] ASDesktopUtilityPlugin.DropCall.GuiHost_DocumentWi ndowCreated: strAutoAcceptNonVoiceInteractions = false. Checking QueueConfiguration table entry with Document Window Key: 49eddac4-c39b-4432-b552-c2b9ab72d1d5
Info [5760] ASDesktopUtilityPlugin.DropCall.GuiHost_DocumentWi ndowCreated: Associated Call Data UCID = 10000000931390198743
Info [5760] ASDesktopUtilityPlugin.DropCall.GuiHost_DocumentWi ndowCreated: Found UCID in Buffer case - AutoAcceptBuffer count is now 1.
Info [5760] ASWorkItemAlertPlugin.WorkItemAlertPlugin.CheckMai nFormVisibility: Work Item Alert window is visible, CCE Desktop visible = true, DisplayWhenHostVisible = true.
Info [5760] ASWorkItemAlertPlugin.WorkItemAlertPlugin.m_GUIHos t_DocumentWindowCreated: Work Item Alert window is created.
Info [5760] AgileSoftware.Multimedia.MediaStore.EMS.Client.Ema ilPlugin.EmailControlUC_OnInternalError(): [AgileSoftware.CommonControl.Email.EmailControlUC.L oadMessageIntoEditor()] Unexpected error occurs.
Info [5760] ! System.NullReferenceException: В экземпляре объекта не задана ссылка на объект. (Link to object not set in object instance)
Info [5760] ! в AgileSoftware.CommonControl.Email.EmailControlUC.L oadMessageIntoEditor(EditorInfo editorInfo, MimeMessage message, Boolean contentOnly)
Info [5760] AgileSoftware.Multimedia.MediaStore.EMS.Client.Ema ilPlugin.EmailControlUC_OnInternalError(): [AgileSoftware.CommonControl.Email.EmailControlUC.s et_EmailOriginalMimeMessageForView()] Unexpected error occurs.
Info [5760] ! System.NullReferenceException: В экземпляре объекта не задана ссылка на объект. (Link to object not set in object instance)
Info [5760] ! в AgileSoftware.CommonControl.Email.EmailControlUC.L oadMessageIntoEditor(EditorInfo editorInfo, MimeMessage message, Boolean contentOnly)
Info [5760] ! в AgileSoftware.CommonControl.Email.EmailControlUC.s et_EmailOriginalMimeMessageForView(MimeMessage value)
Info [5760] AgileSoftware.Multimedia.MediaStore.EMS.Client.Ema ilPlugin.MediaController_WorkItemRefDelivered() : Identifier for the unclosed window [Delivered.A]: interaction id = b7505d46-77af-471d-9231-c096b347d0d4; main doc wnd key = 49eddac4-c39b-4432-b552-c2b9ab72d1d5<49eddac4-c39b-4432-b552-c2b9ab72d1d5 View>; workItemInfo = 2013564; email control count = 1
Info [5760] ASRulesPlugin.Plugin.RulesEvent: Received 'Email.WIDelivered' event.

ASGRules.log:
Info [5760] CASRulesEngine::ASValidateServerEvent - Loaded rule 3. Rule trigger is Email.WIDelivered
Info [5760] CASRulesEngine::ASValidateServerEvent - Found possible match at rule index 2 (Rule 3)
Info [5760] CASRulesEngine::ASValidateServerEvent - Found filter match at rule 3. Returning ASCLIENTAPI_EC_NO_ERROR, we will accept this event.
Info [4992] CASRulesEngine::ASHandleServerEvent - Received new event named Email.WIDelivered
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value InteractionID/b7505d46-77af-471d-9231-c096b347d0d4
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value ConversationID/db0b77f4-82ab-40b8-8373-7048d194d678
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value CustomerID/callback@sr-ens-ccem
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value MSQueueID/7cd6ae5b-fbb7-40bf-8701-62d8f07e6319
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value From/CallBack <callback@sr-ens-ccem>
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value To/callback@sr-ens-ccem
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value Subject/Test queue 1 [InteractionID:b7505d46-77af-471d-9231-c096b347d0d4]
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value AgentID/7801
Info [4992] CASRulesEngine::ASHandleServerEvent - Received event key/value StationDN/7399

Can anyone suggest anything?

Kind Regards,
Alex

[davis1061]

This happened after Windows updates on 6.6.1. We were finally able to clear it after several Media Director stop/starts. hope this helps.