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lukassc's avatar
lukassc
Level 5
14 years ago
Solved

Enterprise Vault 9.0.2 - Unable to retrieve items

Hi everyone!

When I try to open an archive items, this error came up.

This happend with users with Outlook 2010 and 2007.

Any ideas will be most appreciate.

 

Enterprise Vault
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  • JesusWept3's avatar
    JesusWept3
    14 years ago

    So that message comes up when the item isn't contained within the vault cache itself
    and if it opens up from search, im assuming you mean the web browser search? so that means its pulling from the EV archive itself and not the vault cache.

    If you go to the properties of the vault cache, how many items does it say it has downloaded? and does it show that it has more items to download? sometimes it can be that you set the max cache size to be 500MB or something like that and their archive is 2gb in size, so theres 1.5GB of data not downloaded.
    It could also be that the policy is set to download headers only and not the full content etc

  • Jolaine_Y's avatar
    Jolaine_Y
    Level 4
    14 years ago

    Is it all items and all users? Any errors in the EV event log on the server?
    I think if you click on the error message banner you'll get more info about the problem. Perhaps you can post those details plus an EV client log.

  • LCT's avatar
    LCT
    Level 6
    14 years ago

    Hi Gertjan,

    I had a problem with the link that you posted and it's a hotfix that only affects 9.0.3 and after thorough testing in our environment, it's affected ONLY if you are running Outlook (All versions) using RPC over HTTPs (Outlook Anywhere) via ISA/TMG. RPC over HTTPS (Outlook Anywhere is working fine if the connection is internal (hence the connection is using internal webappurl instead of external webappurl.

    I don't think this issue is related to the link, as Jolaine has pointed out, need more info about the problem.

    1. EV Client trace would be a good start.

    2. Is it affecting all archived items o/and all users?

    3. Event logs errors on EV servers?

    4. EV services running OK, especially EV Storage Service?

    5. SQL server/services running OK?

    6. Can the affected items be opened via OWA?

    7. Can affected items be opened via Search or/and Archive Explorer/

    8. Is Vault Cached being used for users? If so, has Vault Cache being reset?

    Check the above and let us know the outcome, will help with troubelshooting the issue.

    Hope that helps.

  • JesusWept3's avatar
    JesusWept3
    Level 6
    14 years ago

    actually i think gertjan is right though, because if its working internally, it will most likely just be trying to connect to the EV Server directly, which could just very well be HTTP Only
    But if its External, you are going to be using HTTPS and the link gertjan posted fits like a glove

  • LCT's avatar
    LCT
    Level 6
    14 years ago

    Still does't explain 9.0.2 client and the link it's for 9.0.3 ONLY. I spent a fair bit of time testing that issue and I can assure you it is for 9.0.3 ONLY. Rob Wilcox has an interesting explanation internally but that another story!!!

    Again we can't be sure until the issue is reported with more info.

  • JesusWept3's avatar
    JesusWept3
    Level 6
    14 years ago

    Well the thing is we don't know what client the end user is using right?
    I mean he says 9 SP2, but that could just be the server, since you can use pretty much any client you want

  • lukassc's avatar
    lukassc
    Level 5
    14 years ago

    Thx for the answers,

    It's only happend with this user when try to open an archived item. BUT, if he use the search option, he can access to the email...

    All user use VAult Cache.

    When a have the logs, i will post it here.

    Thx again!

  • JesusWept3's avatar
    JesusWept3
    Level 6
    14 years ago

    So that message comes up when the item isn't contained within the vault cache itself
    and if it opens up from search, im assuming you mean the web browser search? so that means its pulling from the EV archive itself and not the vault cache.

    If you go to the properties of the vault cache, how many items does it say it has downloaded? and does it show that it has more items to download? sometimes it can be that you set the max cache size to be 500MB or something like that and their archive is 2gb in size, so theres 1.5GB of data not downloaded.
    It could also be that the policy is set to download headers only and not the full content etc

  • LCT's avatar
    LCT
    Level 6
    14 years ago

    Check JW2 suggestions and also try and disable his vault cache, (make his Outlook online) and try and retrieve his archived items. It sounds like his vault cache is corrupted. Also try and reset his vault cache.