You can't start the eDiscovery PST Export Tool from the Exchange admin center in Exchange Online

Original KB number: 2919825

Note

Microsoft 365 compliance is now called Microsoft Purview and the solutions within the compliance area have been rebranded. For more information about Microsoft Purview, see the blog announcement.

Problem

Consider the following scenario. In Microsoft Exchange Online, you create an eDiscovery mailbox search in the Exchange admin center. You're then ready to export the search results to a PST file. You click Export to a PST file, and then you're prompted to install the eDiscovery PST Export Tool. However, after you install and start the eDiscovery PST Export Tool, you experience one of the following symptoms:

  • If you're using Windows Internet Explorer 9.0 or later, the application tries to connect but then crashes without displaying an error message.
  • If you're using a third-party browser, you receive the following error message:

    Cannot Download the application. The application is missing required files. Contact application vendor for assistance.

Cause

This issue may occur if one or more of the following conditions are true:

  • You're not using the latest version of Windows.
  • You're using Internet Explorer 9.0 or later, and you don't have the Microsoft .NET Framework 4.5 or later installed.
  • Local intranet zone settings aren't set up correctly in Internet Explorer.
  • You're using a third-party browser, and you don't have the ClickOnce browser extension installed.
  • You're using an outgoing proxy server, and the connection times out.

Solution

To resolve this issue, do one or more of the following, as appropriate for your situation.

Scenario 1: You're not using the latest version of Windows

Upgrade to Windows 10.

Scenario 2: You're using Internet Explorer 9.0 or later, and you don't have the .NET Framework 4.5 or later installed

Install the .NET Framework 4.5 or a later version.

Scenario 3: Local intranet zone settings aren't set up correctly in Internet Explorer

Make sure that https://*.outlook.com is added to the Local intranet zone in Internet Explorer. To do this, follow these steps:

  1. In Internet Explorer, click Internet Options on the Tool menu.
  2. On the Security tab, select Local intranet.
  3. Click Site, and then click Advanced.
  4. Add https://*.outlook.com (if it's not already listed).
  5. Click Close.

Additionally, make sure that the following URLs are not listed as Trusted zone sites:

  • https://*.outlook.com
  • https://r4.res.outlook.com
  • https://*.res.outlook.com

Scenario 4: You're using a third-party (non-Microsoft) browser, and you don't have the ClickOnce browser extension installed

Install the ClickOnce extension. The extension can be found on the add-on webpage for that browser.

Scenario 5: You're using an outgoing proxy server, and the connection times out

Use the netsh command-line tool to open port 8080 on the proxy server. To do this, follow these steps:

  1. Open a Command Prompt window, and then run the following command:

    netsh winhttp show proxy
    
  2. Run the following command:

    netsh winhttp set proxy proxyservername:8080
    

    For example:

    netsh winhttp set proxy proxy.contoso.com:8080
    

More information

For more information about eDiscovery, see eDiscovery solutions in Microsoft 365.

For more information about the latest browser requirements for Microsoft 365, see System requirements for Office.

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