Retain Outlook Client plugin cannot download data

I get an “Download is not completed due to an error” when trying to download data with the plugin.

The first thing to do is gather more data. Enable logging for the plugin by creating C:\temp on the workstation.

In the log file C:\temp\WrapPST.txt if you find the error "An HTTP error happened: 500" that means an Internal Server Error happened on the Retain server.

Go to the Retain server to the RetainServer log. and search for [ERROR] at about the time you tried the download.
If you find the error "PreauthorizedResponseEntityProcessor: An error has been caught before being returned to the client. java.lang.NullPointerException"

Have the user log into the Retain server and see if they can search messages. If they cannot, the user will not be able to download data with the plugin. The index may be corrupt or missing and will need to be rebuilt.

This article was originally published in the GWAVA knowledgebase as article ID 2794.