I work the Help Desk at a university and have a user that is experiencing
something I haven't seen. She is using a POP3 account. She's obviously
received messages in her Inbox without any problems. She can read them just
fine. She then moves these messages to other folders within "Personal
Folders." The problem is that when she goes to look at some of these
messages in the folders they were moved to, she can't view them in the
reading pane and gets the following message:

Cannot open this item. This operation is not supported until the entire
message is downloaded. Download the message and try again.

I did a Google search on this and tried to download the following hotfix:

http://support.microsoft.com/kb/938534

Since the hotfix wasn't available I had to go to another website to download
it. During the installation process, I received the following error message:

Expected version of product not found on system.

Consequently, the hotfix did not install. The user has Outlook 2007. I
don't understand why she could originally view some of these messages, but
then cannot later on. There isn't any commonality that I'm aware of such as
they all have attachments, are forwarded, etc. I'd greatly appreciate it if
someone would please help me with this. Thank you.

It sounds like the OST (offline) is not downloading the entire message.
It is only storing the Headers. Then when the message is moved from
her OST (Offline) folder, the full message is not available. Is she
configured to download only the headers of her mailbox?

Have you tried deleting her OST file and letting outlook rebuild a
fresh one? I think I would try this first.

You may want to look for updates (not just a hotfix).

Nikki

"Gary" <(E-Mail Removed)> wrote in message
news:2768EB94-0D34-479C-B0B2-(E-Mail Removed)...
I work the Help Desk at a university and have a user that is experiencing
something I haven't seen. She is using a POP3 account. She's obviously
received messages in her Inbox without any problems. She can read them just
fine. She then moves these messages to other folders within "Personal
Folders." The problem is that when she goes to look at some of these
messages in the folders they were moved to, she can't view them in the
reading pane and gets the following message:

Cannot open this item. This operation is not supported until the entire
message is downloaded. Download the message and try again.

I did a Google search on this and tried to download the following hotfix:

http://support.microsoft.com/kb/938534

Since the hotfix wasn't available I had to go to another website to download
it. During the installation process, I received the following error
message:

Expected version of product not found on system.

Consequently, the hotfix did not install. The user has Outlook 2007. I
don't understand why she could originally view some of these messages, but
then cannot later on. There isn't any commonality that I'm aware of such as
they all have attachments, are forwarded, etc. I'd greatly appreciate it if
someone would please help me with this. Thank you.

Nikki,

Thank you for responding. Why would a POP account have an OST file? That
doesn't make sense to me. If the user was using an Exchange account
(something the university does NOT have or use) or an IMAP then I could
understand that. Perhaps I'm wrong, but I don't believe that will fix the
problem. I will instruct the user to download updates. In the meantime, I'd
appreciate it if anyone would please pass along any information regarding
this problem. Thanks.

It is still a problem with the client only downloading the headers
of the email. You need to check her settings on how she down-
loads.

Nikki

"Gary" <(E-Mail Removed)> wrote in message
news:90389BC8-4A8F-49D0-B861-(E-Mail Removed)...
Nikki,

Thank you for responding. Why would a POP account have an OST file? That
doesn't make sense to me. If the user was using an Exchange account
(something the university does NOT have or use) or an IMAP then I could
understand that. Perhaps I'm wrong, but I don't believe that will fix the
problem. I will instruct the user to download updates. In the meantime,
I'd
appreciate it if anyone would please pass along any information regarding
this problem. Thanks.