Error message when you try to open e-mail messages in Outlook or in OWA: "You cannot open the item" (896420)

SYMPTOMS

Consider the following scenario. You try to open e-mail messages in Microsoft Outlook or in Microsoft Outlook Web Access. You are using Japanese text encoding scheme programs on the computer. Additionally, the following conditions are true:

You are running the Japanese version of Microsoft Windows on the computer.
You have the Japanese language support installed on the computer.

In this scenario, you receive an error message that is similar to the following:

You cannot open the item

However, you can open the same e-mail messages in Microsoft Outlook Express.

RESOLUTION

Hotfix information

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Microsoft Exchange Server 2003 service pack that contains this hotfix.

To resolve this problem immediately, contact Microsoft Product Support Services to obtain the hotfix. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

Prerequisites

You must install Microsoft Exchange Server 2003 Service Pack 2 (SP2) before you install the hotfix.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

836993 How to obtain the latest service packs for Exchange Server 2003

Restart requirement

You do not have to restart the computer after you apply the hotfix. However, the Microsoft Exchange Information Store Service and all dependent services will be restarted.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File information

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

File name	File version	File size	Date	Time	Platform
Mdbmsg.dll	6.5.7233.28	3,261,952	21-Jun-2005	03:00	x86
Redir.asp	Not Applicable	3,304	04-Jun-2005	01:56	Not Applicable
Store.exe	6.5.7233.28	5,176,832	21-Jun-2005	03:33	x86

MORE INFORMATION

The symptoms that are described in this article occur on computers that are using encoding schemes for Japanese text. For example, these symptoms occur when computers use the JIS (Japanese Industrial Standard) encoding or the EUC (Extended Unix Code) encoding schemes. These encoding schemes are used on computers that are running the Japanese version of Windows or that have Japanese language support installed.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

817903 New naming schema for Exchange Server software update packages