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Wally_Simmonds's avatar
Wally_Simmonds
Level 3
14 years ago

Journal mailbox not clearing items - Event 2243

Hi guys,


Had a case logged to me on Friday around our client's DA not being able to search items for this year, which was a bit worrying.  Had a poke around on the EV server and unfortunately it looks like the journal mailbox has not been clearing - event ID 2243 

 

Could not scan user mailbox %customerinfo%/CN=EVJOURNALING, cannot list messages.

 

I have run a DTrace against the EVjournaltask (49) and uploaded the results to Symantec, but thought I would also post here.  Looking through the forums I suspect the issue is related to an item that cannot be processed correctly.  Can open the mailbox fine and see the 850,000 messages in it =/

Is there something specific that I should be looking for?  I would attach the dtrace, but it does have customer info in it.

 

Appreciate any help here.

 

Thanks

Brendan

Enterprise Vault
Error messages
Information Governance
  • Michael_Bilsbor's avatar
    Michael_Bilsbor
    14 years ago

    Hi,

     

    It looks like there is a message we are having a problem with.  See this part of the dtrace

     

    4> EV:H :CArchivingAgent::IsEligibleForArchive() |Entering routine  |
    48385 19:14:45.453  [12172] (JournalTask) <8124> EV:L :CArchivingAgent::IsEligibleForArchive(/O=customer/OU=IRGMO/CN=RECIPIENTS/CN=EVJOURNALING) |The message titled: Accepted: Mass Arrivals communications planning is eligible for archive  |
    48386 19:14:45.453  [12172] (JournalTask) <8124> EV:M CJournalPart::MakeJournalPartMsg - Considering Message [Accepted: Mass Arrivals communications planning]
    48387 19:14:45.453  [12172] (JournalTask) <8124> EV:M CJournalPart::MakeJournalPartMsg - Is a E2007 Journal Message? [True]
    48388 19:14:45.453  [12172] (JournalTask) <8124> EV:M CJournalPart::MakeJournalPartMsg - Opening The Message
    48389 19:14:45.453  [12172] (JournalTask) <8124> EV:M CJournalPart::ReadUniqueIdentifier - Message-Id: <of45090a17.81b1f675-oncc257802.0009da80-cc257802.0009da96@moh.>
    48390 19:14:45.469  [12172] (JournalTask) <8124> EV:M HRXEX fn trace :|Source     : .\JournalPart.cpp (CJournalPart::MakeJournalPartMsg) [lines {1106,1223,1234,1257,1258}] built Oct 24 07:10:48 2008|Description: Call error 0x8004011b
    48391 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::IsEligibleForArchive() |Exiting routine |
    48392 19:14:45.469  [12172] (JournalTask) <8124> EV~E Event ID: 2243 Could not scan user mailbox /O=customer/OU=IRGMO/CN=RECIPIENTS/CN=EVJOURNALING, cannot list messages |
    48393 19:14:45.469  [12172] (JournalTask) <8124> EV:M CArchivingAgent::processMessages() - Could not scan user mailbox /O=customer/OU=IRGMO/CN=RECIPIENTS/CN=EVJOURNALING, cannot list messages [0x8004011B] [(null)]
    48394 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::ProcessFolders() |Exiting routine |
    48395 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::PF_ProcessSubFolders() |Exiting routine  |
    48396 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::ProcessFolders() |Exiting routine |
    48397 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::ProcessUser() |Exiting routine |
    48398 19:14:45.469  [12172] (JournalTask) <81

     

    The message is titled

     

    Accepted: Mass Arrivals communications planning is eligible for archive  |

     

     

    I'd move that into the failed to store folder for now and see if that resolves things.  Also send copy of the message to support so we can identify what about the message is causing EV an issue

     

    Mike

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  • TonySterling's avatar
    TonySterling
    Moderator
    14 years ago

    Hey ya,

    Have you seen this technote?

    Article URL http://www.symantec.com/docs/TECH74526

    It might help.

     

    Cheers

  • JesusWept3's avatar
    JesusWept3
    Level 6
    14 years ago

    Heres some of your issue, EV is in read only mode

    HKEY_LOCAL_MACHINE\SOFTWARE\KVS\Enterprise Vault\Storage

      EnableArchive   (DWORD) 0  [0x0]
      EnableCrawler   (DWORD) 0  [0x0]
      EnableExpiry   (DWORD) 0  [0x0]
      EnableReplayIndex   (DWORD) 0  [0x0]
      EnableRestore   (DWORD) 0  [0x0]
      EnableFileWatch   (DWORD) 0  [0x0]

     

    Set these to 1 and restart your storage server

  • Wally_Simmonds's avatar
    Wally_Simmonds
    Level 3
    14 years ago

    I'll check that - however I dare say that's because the server was getting backed up by our storage team when I was running the dtrace.  I'll reset it back and run another dtrace, but I don't think this is the root cause of the issue.

  • JesusWept3's avatar
    JesusWept3
    Level 6
    14 years ago

    If you could set it back to 1, restart the storage service, get some dtrace that would help
    The thing is i think t will scan the entire mailbox before it starts processing.

    One suggestion KarlW made on another post is probably the best way to go, set up a brand new journa mailbox and target that mailbox, and you can start archiving new journaled items, and you can deal with troubleshoot the backlog.

    Most likely you are going to have to move the items somewhere and feed them in to the journal mailbox several thousand and a time, having close to 1,000,000 messages really isn't helping

  • Wally_Simmonds's avatar
    Wally_Simmonds
    Level 3
    14 years ago

    Thanks - have run the dtrace, as attached.  I am starting to think I will have to set up another journal mailbox like you suggested to ensure things continue to work for the timebeing, then I can look at migrating the current messages into the new mailbox.


    PITA!

  • Michael_Bilsbor's avatar
    Michael_Bilsbor
    Level 6
    14 years ago

    Hi,

     

    It looks like there is a message we are having a problem with.  See this part of the dtrace

     

    4> EV:H :CArchivingAgent::IsEligibleForArchive() |Entering routine  |
    48385 19:14:45.453  [12172] (JournalTask) <8124> EV:L :CArchivingAgent::IsEligibleForArchive(/O=customer/OU=IRGMO/CN=RECIPIENTS/CN=EVJOURNALING) |The message titled: Accepted: Mass Arrivals communications planning is eligible for archive  |
    48386 19:14:45.453  [12172] (JournalTask) <8124> EV:M CJournalPart::MakeJournalPartMsg - Considering Message [Accepted: Mass Arrivals communications planning]
    48387 19:14:45.453  [12172] (JournalTask) <8124> EV:M CJournalPart::MakeJournalPartMsg - Is a E2007 Journal Message? [True]
    48388 19:14:45.453  [12172] (JournalTask) <8124> EV:M CJournalPart::MakeJournalPartMsg - Opening The Message
    48389 19:14:45.453  [12172] (JournalTask) <8124> EV:M CJournalPart::ReadUniqueIdentifier - Message-Id: <of45090a17.81b1f675-oncc257802.0009da80-cc257802.0009da96@moh.>
    48390 19:14:45.469  [12172] (JournalTask) <8124> EV:M HRXEX fn trace :|Source     : .\JournalPart.cpp (CJournalPart::MakeJournalPartMsg) [lines {1106,1223,1234,1257,1258}] built Oct 24 07:10:48 2008|Description: Call error 0x8004011b
    48391 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::IsEligibleForArchive() |Exiting routine |
    48392 19:14:45.469  [12172] (JournalTask) <8124> EV~E Event ID: 2243 Could not scan user mailbox /O=customer/OU=IRGMO/CN=RECIPIENTS/CN=EVJOURNALING, cannot list messages |
    48393 19:14:45.469  [12172] (JournalTask) <8124> EV:M CArchivingAgent::processMessages() - Could not scan user mailbox /O=customer/OU=IRGMO/CN=RECIPIENTS/CN=EVJOURNALING, cannot list messages [0x8004011B] [(null)]
    48394 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::ProcessFolders() |Exiting routine |
    48395 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::PF_ProcessSubFolders() |Exiting routine  |
    48396 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::ProcessFolders() |Exiting routine |
    48397 19:14:45.469  [12172] (JournalTask) <8124> EV:H :CArchivingAgent::ProcessUser() |Exiting routine |
    48398 19:14:45.469  [12172] (JournalTask) <81

     

    The message is titled

     

    Accepted: Mass Arrivals communications planning is eligible for archive  |

     

     

    I'd move that into the failed to store folder for now and see if that resolves things.  Also send copy of the message to support so we can identify what about the message is causing EV an issue

     

    Mike