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Josamito's avatar
Josamito
Level 3
15 years ago

Discovery Accelerator Preview Pane Error Customer ID: 6



Hello Guys!

I'm getting the following error when i am trying to view de archive item in the preview pane when using Discovery Accelerator search.

"Cannot retrieve the item Report this error to your system administrator An internal failure occurred. Internal Error: No Such interface supported [0x80004002]'.

In DA Server Event Log i found this entry:

Event ID:375
Event Type: Error
Event Source: Accelerator Service Processor

Description:
APP AS - Customer ID: 6 - An Error has occured when retrieving Item
SaveSetID: 201003128422585~200710171533360000~Z~D0122FE12EB38AD3E8F72CF0B0729861
VaultID: 1E8F490E0E9175E44967B50F893BF4AC81110000EVSERVER
Format: XML
sAttachmentID: 0.
System.Runtime.InteropServices.COMException (0x80040306): An internal failure occurred. Internal Error: 'No such interface supported  [0x80004002]'.
   at KVS.Common.VaultItem.Item.CallEcmAPI(String sSaveSetID, String sVaultID, String sAttachmentID, String sFormat)
   at KVS.Common.VaultItem.Item.GetEcmArchivedItem(String sSaveSetID, String sVaultID, String sAttachmentID, String sFormat)
   at KVS.Common.VaultItem.Item.GetItemFromECM(String itemID, String sSaveSetID, String sAttachmentID, String sFormat, String sVaultID, MessageType msgType)
 

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

My infrastructure is:

- DA Server 8 SP3: Virtual Vmware WIndows Server 2003 R2 Standard 32 Bit
- Evault Server 8 SP3: Physical Windows Server 2003 R2 Standard 64 bit.
- SQL Server: Physical Windows Server 2003 R2 Standard 64 bit

Just for test, when i installed the DA on the Evault Server and i connect to this DA Server everything works fine.

I also try reinstalling the IIS Server on EVAULT Server and doesn't work.

Thanks a lot in advance.
 
Discovery Accelerator
Error messages
Information Governance
Troubleshooting
  • Josamito's avatar
    Josamito
    14 years ago
    Just for record...

    Problem: KVS.EnterpriseVault.Common.dll was not registered properly

    Solution: Run the following command to reregister this dll REGASM KVS.EnterpriseVault.Common.dll /codebase

    Thanks Symantec Support Team

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  • TonySterling's avatar
    TonySterling
    Moderator
    15 years ago

    What version of EV is installed on the DA server?  It needs to match the EV Server so it should be EV 8 sp3.  You do not need to configure it, just install it.
  • Josamito's avatar
    Josamito
    Level 3
    15 years ago

    Hi, thanks for replay.

    The same version is installed

    - DA Server 8 sp3 on EVault Server 8 sp3 (Just services installed, not configured)
    - Evault Server 8 SP3
  • Liam_Finn1's avatar
    Liam_Finn1
    Level 6
    15 years ago
    Can you see the item in the preview pane of DA?

    If you cant identify which item is causing an issue search DA for the Saveset 201003128422585~200710171533360000~Z~D0122FE12EB38AD3E8F72CF0B0729861

    This then try to save the item in it's original format from DA.

    If that fails if you are storing your archived items on NTFS then try and retrieve the item from EV using the Saveset ID and see if you can save it and open it.


    Sounds like the original saveset may be corrupt/ encrypted or missing
  • Josamito's avatar
    Josamito
    Level 3
    15 years ago

    Hi!

    This issue happen with ALL items, but when i double-click any item this whole item open without problem, this happen only with the preview pane.

    Testing i installed DA en the same EVServer and DA works fine, but i want the DA on other server dedicate to this function.

    Thanks.
  • Liam_Finn1's avatar
    Liam_Finn1
    Level 6
    15 years ago
    What type of item is this happening to? Are the items encrypted? Is there a specific file type

    If it is email is the email encrypted?

  • Josamito's avatar
    Josamito
    Level 3
    15 years ago
    Is a normal item, however i think the problem will be related to Component Services Permissions on the Evault Server  i am checking this...
  • TonySterling's avatar
    TonySterling
    Moderator
    15 years ago

    Have you verified your permissions for the Windos Temp and ASP temp location?
  • Evault_Professi's avatar
    Evault_Professi
    Level 6
    15 years ago
    Any events reported on the EV server for this item? Make sure AV exclusions have been implemented on the directories listed in the below KB# Article. What version of Outlook is installed on your DA server?

    http://seer.entsupport.symantec.com/docs/336388.htm

     For testing purposes...as a last alternative run a test by implementing the "ECMAPITEMP" temp folder steps listed in this article. I had a similar problem with an Event 375 that contained a different error description as the one listed in this article but everything worked for me.

    Please advise on your comments or questions,
    Hope this helps!
    Dennis
    STS Symantec Enterprise Vault 2007
    STS Symantec Enterprise Vault 8.0 for Exchange