Suddenly, some users cannot access their archives

Question

We recently had several users that cannot access their archives. We can't think of any recent changes to the environment that would have brought this on.

When a user attempts to archive or restore an item, EV prompts for username and password, and after the user enters their credentials, Outlook times out with the following error:
Veritas Enterprise Vault: Could not process the selected Items. Reason: The web server responded with error 0.

We've also seen this error:
Veritas Enterprise Vault: Could not process the selected Items. Reason: The request timed out.

The rest of our 400 users are working fine, it's just a few people. In fact one of the users has 2 pcs, and EV works fine on one of them, but not the other, so it really looks like a client issue.

We checked the eventlog on the client and on the server, nothing.

We've tried uninstalling the client, deleting the Outook profile, deleting temp internet files, clearing cached passwords, no luck.

We checked the trusted sites settings and they look good.

Here's a dtrace from the client, you'll notice a couple line items towards the bottom that reference the http request erroring out. Maybe somebody here can decipher this better than I can. I'll be the first to admit that I only know enough to be dangerous! :)

I've only pasted the bottom portion of the log, let me know if more of the log file is necessary:

29/08/2006 18:14:54.562: ~CCommands::GetHTTPRequestURL: 0x0
29/08/2006 18:14:54.563: ::CInternetReconnect
29/08/2006 18:14:54.563: ::CInternetReconnect - refCount : 0
29/08/2006 18:14:54.564: ::IsInetOffline
29/08/2006 18:14:54.565: ~::IsInetOffline
29/08/2006 18:14:54.566: ~::CInternetReconnect
29/08/2006 18:14:54.566: CDesktop::StartOutlookSync: 0x0
29/08/2006 18:14:56.658: COutlookSynch::SynchronizeFolder succeeded.
29/08/2006 18:14:56.775: ~CDesktop::StartOutlookSync: 0x0
29/08/2006 18:14:56.775: CHTTPRequest::Begin: 0x0
29/08/2006 18:14:56.776: CThreadManager::Add thread THID=3392
29/08/2006 18:14:56.776: CHTTPRequest::ThreadMain: 0x0
29/08/2006 18:14:56.777: ~CHTTPRequest::Begin: 0x0
29/08/2006 18:14:56.779: ~CCommands::DoArchive: 0x0
29/08/2006 18:15:06.816: HTTP request error: 320 (0)
29/08/2006 18:15:06.817: Connect failed, unmarking items: 0x80004005
29/08/2006 18:15:06.817: CHTTPRequest::UnmarkItems: 0x0
29/08/2006 18:15:06.818: CItemMarker::UndoMarkArchiveMe: 0x0
29/08/2006 18:15:06.819: Undo mark for archive:
29/08/2006 18:15:06.843: ~CItemMarker::UndoMarkArchiveMe: 0x0
29/08/2006 18:15:11.048: ~CHTTPRequest::UnmarkItems: 0x0
29/08/2006 18:15:11.049: ::~CInternetReconnect
29/08/2006 18:15:11.050: ::CInternetReconnect - refCount : 0
29/08/2006 18:15:11.051: ::IsInetOffline
29/08/2006 18:15:11.052: ~::IsInetOffline
29/08/2006 18:15:11.052: ~::~CInternetReconnect
29/08/2006 18:15:11.053: ~CHTTPRequest::ThreadMain: 0x80004005
29/08/2006 18:15:11.053: CThreadManager::Remove thread THID=3392
29/08/2006 18:15:11.054: CThreadManager: Last thread removed
29/08/2006 18:15:16.765: CCommands::DoArchive: 0x0
29/08/2006 18:15:16.765: CDesktop::GetOLConnectionState: 0x0
29/08/2006 18:15:16.766: Outlook Exchange Connection Mode: 8
29/08/2006 18:15:16.766: ~CDesktop::GetOLConnectionState: 0x0
29/08/2006 18:15:16.767: Exchange connection state: 8

micah_wyenn · Answer

Weird...2 things to try to help narrow the problem down. First, get a full client debug by hitting the shift and search toolbar button at the same time. Post that after you get a failed attempt as it might give us a better idea of the problem. Oh, be sure to set the logging level appropriately high, and to restart the client. You might also want to rename the logfile so you get a fresh one (that's easier to read).

So that logfile should give us an idea of the http string that it's trying to hit. So are you using the full msi client (dcom), or the lite client (http)? It sounds like you're using the lite client, but it helps to know fer sure. If you're using the lite client, try uninstalling it. Install the full dcom client and see if this problem persists.

Other thing you can try is to disable the user, zap the mailbox, and then re-enable them as if they were new. That sorta assumes that your problem is corruption in the hidden EV msg...which shouldn't really happen, but is my best guess at such a "random" thing to happen in the evironment.

And oh yeah, it goes without saying that you should be pinging and nslookuping from the client to assure that the EV server can be located, etc, etc,etc...

micah

jason_sauer_2 · Answer

Okay, here's the full log:I don't think it's corruption in the vault because like I said, we have a user that has the problem on one pc, but not the other.Checked nslookup and ping, things look great.29/08/2006 18:14:45.344: Log file created (level 3).29/08/2006 18:14:45.345: CCommands::FinalConstruct: 0x029/08/2006 18:14:45.350: Connections now on Desktop object: 129/08/2006 18:14:45.352: ~CCommands::FinalConstruct: 0x029/08/2006 18:14:45.354: CCommands::InstallCommands: 0x029/08/2006 18:14:45.355: CDesktop::GetSetting: 0x029/08/2006 18:14:45.356: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.358: CDesktop::OpenDesktopSettingsAttachment: 0x029/08/2006 18:14:45.360: GetMsgStoresTable: 0x029/08/2006 18:14:45.361: Mailboxes: 129/08/2006 18:14:45.362: Name: Mailbox - Reynolds, Valerie B.29/08/2006 18:14:45.371: OpenMsgStore: 0x029/08/2006 18:14:45.371: CStore::OpenDesktopSettingsAttachmentInStore: 0x029/08/2006 18:14:45.374: ~CStore::OpenDesktopSettingsAttachmentInStore: 0x029/08/2006 18:14:45.375: ~CDesktop::OpenDesktopSettingsAttachment: 0x029/08/2006 18:14:45.375: CDesktop::GetMailUserProperty: 0x029/08/2006 18:14:45.376: ~CDesktop::GetMailUserProperty: 0x8004010F29/08/2006 18:14:45.377: DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.378: CDesktop::GetSetting: 0x029/08/2006 18:14:45.378: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.379: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.380:     Desktop Setting: RemovePSTEntries29/08/2006 18:14:45.381:     Value: 429/08/2006 18:14:45.381: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.381:  RemovePSTEntries = 4 29/08/2006 18:14:45.382: ~DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.383: CDesktop::RemovePSTEntries: 0x029/08/2006 18:14:45.385: ~CDesktop::RemovePSTEntries: 0x029/08/2006 18:14:45.386: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.387:     Desktop Setting: USERSCANDELETEITEMS29/08/2006 18:14:45.387:     Value: 129/08/2006 18:14:45.388: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.389: DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.389: CDesktop::GetSetting: 0x029/08/2006 18:14:45.390: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.391: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.391:     Desktop Setting: DELETEORIGINALITEM29/08/2006 18:14:45.392:     Value: 229/08/2006 18:14:45.392: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.393:  DELETEORIGINALITEM = 2 29/08/2006 18:14:45.394: ~DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.394: DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.395: CDesktop::GetSetting: 0x029/08/2006 18:14:45.395: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.396: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.397:     Desktop Setting: ENABLEDELETEKEYHOOK29/08/2006 18:14:45.398:     No Value29/08/2006 18:14:45.398: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.399:  ENABLEDELETEKEYHOOK = 1 29/08/2006 18:14:45.399: ~DesktopCommon::GetConfigValue: 0x129/08/2006 18:14:45.400: CDesktop::GetOLConnectionState: 0x029/08/2006 18:14:45.401: CDesktop::GetOutlookApp: 0x029/08/2006 18:14:45.474: ~CDesktop::GetOutlookApp: 0x029/08/2006 18:14:45.475: Outlook Exchange Connection Mode: 829/08/2006 18:14:45.476: ~CDesktop::GetOLConnectionState: 0x029/08/2006 18:14:45.477: Outlook cached Exchange mode detected29/08/2006 18:14:45.478: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.479: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.479: CDesktop::GetSetting: 0x029/08/2006 18:14:45.480: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.481: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.481:     Desktop Setting: SERVERVERSION29/08/2006 18:14:45.482:     Value: 6.0229/08/2006 18:14:45.482: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.505: 29/08/2006 18:14:45.505: Environment:29/08/2006 18:14:45.506:     Enterprise Vault Client 6.0.2.7791.0 (Lite)29/08/2006 18:14:45.507:     Microsoft Windows XP Professional Service Pack 1 (Build 2600)29/08/2006 18:14:45.508:     Microsoft Outlook 200329/08/2006 18:14:45.508: CDesktop::GetOLConnectionState: 0x029/08/2006 18:14:45.509: Outlook Exchange Connection Mode: 829/08/2006 18:14:45.509: ~CDesktop::GetOLConnectionState: 0x029/08/2006 18:14:45.510:         29/08/2006 18:14:45.511:     Microsoft Internet Explorer 6.0.2800.110629/08/2006 18:14:45.511: 29/08/2006 18:14:45.512: Contents of Desktop Settings:29/08/2006 18:14:45.512:     ;SERVER; = MSXSERVER29/08/2006 18:14:45.513:     ADDSERVERTOINTRANETZONE = EVSite.ourdomain.local;EVSite;EVServer01.ourdomain.local;EVServer01;EVServ.ourdomain.local;EVServ29/08/2006 18:14:45.515:     ALLOWCOPYSHORTCUT = 029/08/2006 18:14:45.515:     ARCHIVEEXPLORERBTNVISIBLE = 129/08/2006 18:14:45.516:     DEFAULTARCHIVEID = 11D61DB2141A59644BEC0C41CE8A81C4D1110000EVSite.ourdomain.local29/08/2006 18:14:45.517:     DEFAULTDOUBLECLICKVIEW = 029/08/2006 18:14:45.517:     DEFAULTRETENTIONCATEGORYID = 1DD94F6F553A41A4799A58D24FA910ABD1b10000EVSite.ourdomain.local29/08/2006 18:14:45.519:     DEFAULTWEBAPPURL = http://EVServer01.ourdomain.local/EnterpriseVault29/08/2006 18:14:45.520:     DELETEBTNVISIBLE = 029/08/2006 18:14:45.520:     DELETEORIGINALITEM = 229/08/2006 18:14:45.521:     INACTIVITYPERIOD = 029/08/2006 18:14:45.521:     INACTIVITYPERIODUNITS = 229/08/2006 18:14:45.522:     LARGEITEMSSIZEKB = 1024029/08/2006 18:14:45.522:     MAILBOXDN = /O=org/OU=ourdomain/cn=Recipients/cn=user29/08/2006 18:14:45.523:     MAILBOXSTATE = 129/08/2006 18:14:45.524:     MINAGEPERIOD = 029/08/2006 18:14:45.524:     MINAGEPERIODUNITS = 029/08/2006 18:14:45.525:     NOPSTDEPENDENCY = 129/08/2006 18:14:45.525:     OWA2003CANCELFROMCONTEXTMENU = 029/08/2006 18:14:45.526:     OWA2003CANCELFROMTOOLBAR = 029/08/2006 18:14:45.527:     OWA2003DELETEFROMCONTEXTMENU = 029/08/2006 18:14:45.527:     OWA2003DELETEFROMTOOLBAR = 029/08/2006 18:14:45.528:     OWA2003DELETEMODE = 229/08/2006 18:14:45.528:     OWA2003HELPFROMTOOLBAR = 029/08/2006 18:14:45.529:     OWA2003PREMIUMARCHIVEFUNCTION = 029/08/2006 18:14:45.530:     OWA2003PREMIUMRESTOREFUNCTION = 029/08/2006 18:14:45.530:     OWA2003RESTORECONFIRMATION = 029/08/2006 18:14:45.531:     OWA2003SEARCHFROMBASICNAVBAR = 029/08/2006 18:14:45.532:     OWA2003SEARCHFROMPREMIUMNAVBAR = 029/08/2006 18:14:45.532:     OWAWEBAPPURL = http://EVServer01.ourdomain.local/EVAnon29/08/2006 18:14:45.533:     PFINACTIVITYPERIOD = 629/08/2006 18:14:45.534:     PFINACTIVITYPERIODUNITS = 229/08/2006 18:14:45.534:     PFLARGEITEMSSIZEKB = 1024029/08/2006 18:14:45.535:     PFMINAGEPERIOD = 229/08/2006 18:14:45.535:     PFMINAGEPERIODUNITS = 129/08/2006 18:14:45.536:     PFUSELARGEITEMSSIZE = 029/08/2006 18:14:45.536:     POLICYENTRYID = 1972C5DF182B1AB40BAF784682753A4281012700EVSite.ourdomain.local29/08/2006 18:14:45.538:     PSTIMPORTENABLED = 029/08/2006 18:14:45.538:     PSTPOLICYENTRYID = 1AEED9B796EDE3841AE2973B34400B5441012700EVSite.ourdomain.local29/08/2006 18:14:45.539:     REMOVEPSTENTRIES = 429/08/2006 18:14:45.540:     SERVERVERSION = 6.0229/08/2006 18:14:45.540:     SITEENTRYID = 17A559B664A0E444BA18BD3CCCA49E0A11d10000EVSite.ourdomain.local29/08/2006 18:14:45.541:     SYSTEMMAILBOX = evault29/08/2006 18:14:45.542:     USEINACTIVITYPERIOD = 029/08/2006 18:14:45.543:     USELARGEITEMSSIZE = 029/08/2006 18:14:45.543:     USERSCANDELETEITEMS = 129/08/2006 18:14:45.544:     USESELFINSTALLFUNCT = 129/08/2006 18:14:45.544: 29/08/2006 18:14:45.545: DesktopCommon::IsStructuredArchive: 0x029/08/2006 18:14:45.545: DesktopCommon::OpenStoreOfType: 0x029/08/2006 18:14:45.552: ~DesktopCommon::OpenStoreOfType: 0x029/08/2006 18:14:45.553: DesktopCommon::GetInboxFilterMessage: 0x029/08/2006 18:14:45.554: DesktopCommon::GetCustomPropsObject: 0x029/08/2006 18:14:45.569: ~DesktopCommon::GetCustomPropsObject: 0x029/08/2006 18:14:45.570: ~DesktopCommon::GetInboxFilterMessage: 0x029/08/2006 18:14:45.570: DesktopCommon::GetNamedProperty: 0x029/08/2006 18:14:45.571: ~DesktopCommon::GetNamedProperty: 0x029/08/2006 18:14:45.572: ~DesktopCommon::IsStructuredArchive: 0x029/08/2006 18:14:45.573: Mailbox contains structured archives.29/08/2006 18:14:45.574: 29/08/2006 18:14:45.574: PVHelper::GetOnlineDatabaseList: 0x029/08/2006 18:14:45.575: ~PVHelper::GetOnlineDatabaseList: 0x029/08/2006 18:14:45.575: DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.576: CDesktop::GetSetting: 0x029/08/2006 18:14:45.577: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.577: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.578:     Desktop Setting: PSTIMPORTENABLED29/08/2006 18:14:45.579:     Value: 029/08/2006 18:14:45.579: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.580:  PSTIMPORTENABLED = 0 29/08/2006 18:14:45.580: ~DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.581: CDesktop::GetSetting: 0x029/08/2006 18:14:45.582: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.582: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.583:     Desktop Setting: FIXOUTLOOKPREVIEWPANE29/08/2006 18:14:45.584:     No Value29/08/2006 18:14:45.584: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.585: DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.585: CDesktop::GetSetting: 0x029/08/2006 18:14:45.586: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.587: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.587:     Desktop Setting: SETFORCEFORMRELOAD29/08/2006 18:14:45.588:     No Value29/08/2006 18:14:45.589: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.589:  SETFORCEFORMRELOAD = 1 29/08/2006 18:14:45.590: ~DesktopCommon::GetConfigValue: 0x129/08/2006 18:14:45.590: DesktopCommon::SetForceFormReloadKey: 0x029/08/2006 18:14:45.591: CDesktop::GetOutlookBuildVer: 0x029/08/2006 18:14:45.592: Outlook returned version: 11.0.0.635929/08/2006 18:14:45.593: ~CDesktop::GetOutlookBuildVer: 0x029/08/2006 18:14:45.594: Installed Outlook ForceFormReload registry key fix for Outlook under 11.029/08/2006 18:14:45.595: ~DesktopCommon::SetForceFormReloadKey: 0x029/08/2006 18:14:45.595: CDesktop::GetSetting: 0x029/08/2006 18:14:45.596: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.597: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.597:     Desktop Setting: ARCHIVEBTNVISIBLE29/08/2006 18:14:45.598:     No Value29/08/2006 18:14:45.598: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.599: CDesktop::GetSetting: 0x029/08/2006 18:14:45.599: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.600: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.601:     Desktop Setting: SEARCHBTNVISIBLE29/08/2006 18:14:45.602:     No Value29/08/2006 18:14:45.602: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.603: CDesktop::GetSetting: 0x029/08/2006 18:14:45.603: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.604: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.605:     Desktop Setting: CANCELBTNVISIBLE29/08/2006 18:14:45.605:     No Value29/08/2006 18:14:45.606: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.606: CDesktop::GetSetting: 0x029/08/2006 18:14:45.607: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.607: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.608:     Desktop Setting: RESTOREBTNVISIBLE29/08/2006 18:14:45.609:     No Value29/08/2006 18:14:45.609: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.610: CDesktop::GetSetting: 0x029/08/2006 18:14:45.610: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.611: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.612:     Desktop Setting: DELETEBTNVISIBLE29/08/2006 18:14:45.612:     Value: 029/08/2006 18:14:45.613: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.613: CDesktop::GetSetting: 0x029/08/2006 18:14:45.614: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.615: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.615:     Desktop Setting: OVSTARTDOWNLOADBTNVISIBLE29/08/2006 18:14:45.616:     No Value29/08/2006 18:14:45.617: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.617: CDesktop::GetSetting: 0x029/08/2006 18:14:45.618: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.619: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.620:     Desktop Setting: OVPRIORITIZEDOWNLOADBTNVISIBLE29/08/2006 18:14:45.620:     No Value29/08/2006 18:14:45.621: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.621: CDesktop::GetSetting: 0x029/08/2006 18:14:45.622: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.623: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.623:     Desktop Setting: OVDOWNLOADFOLDERBTNVISIBLE29/08/2006 18:14:45.624:     No Value29/08/2006 18:14:45.625: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.625: CDesktop::GetSetting: 0x029/08/2006 18:14:45.626: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.626: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.627:     Desktop Setting: OVOPTIONSVISIBLE29/08/2006 18:14:45.628:     No Value29/08/2006 18:14:45.628: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.629: CDesktop::GetSetting: 0x029/08/2006 18:14:45.629: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.630: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.631:     Desktop Setting: OVREFRESHAECACHEVISIBLE29/08/2006 18:14:45.632:     No Value29/08/2006 18:14:45.632: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.633: DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.633: CDesktop::GetSetting: 0x029/08/2006 18:14:45.634: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.635: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.635:     Desktop Setting: ARCHIVEEXPLORERBTNVISIBLE29/08/2006 18:14:45.636:     Value: 129/08/2006 18:14:45.636: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.637:  ARCHIVEEXPLORERBTNVISIBLE = 1 29/08/2006 18:14:45.638: ~DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.638: DesktopCommon::GetConfigValue: 0x029/08/2006 18:14:45.639: CDesktop::GetSetting: 0x029/08/2006 18:14:45.640: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.640: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.641:     Desktop Setting: EXPIRYREPORTBTNVISIBLE29/08/2006 18:14:45.642:     No Value29/08/2006 18:14:45.642: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.643:  EXPIRYREPORTBTNVISIBLE = 0 29/08/2006 18:14:45.644: ~DesktopCommon::GetConfigValue: 0x129/08/2006 18:14:45.644: CDesktop::GetSetting: 0x029/08/2006 18:14:45.645: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.646: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.646:     Desktop Setting: ALLOWOFFLINESEARCH29/08/2006 18:14:45.647:     No Value29/08/2006 18:14:45.647: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.650: CDesktop::GetSetting: 0x029/08/2006 18:14:45.650: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.651: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.652:     Desktop Setting: ADDSERVERTOINTRANETZONE29/08/2006 18:14:45.652:     Value: EVSite.ourdomain.local;EVSite;EVServer01.ourdomain.local;EVServer01;EVServ.ourdomain.local;EVServ29/08/2006 18:14:45.654: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.656: CDesktop::GetSetting: 0x029/08/2006 18:14:45.656: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.657: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.658:     Desktop Setting: REMOVESERVERFROMINTRANETZONE29/08/2006 18:14:45.658:     No Value29/08/2006 18:14:45.659: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.659: CDesktop::GetSetting: 0x029/08/2006 18:14:45.660: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.661: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.661:     Desktop Setting: MAILBOXDN29/08/2006 18:14:45.662:     Value: /O=org/OU=ourdomain/cn=Recipients/cn=user29/08/2006 18:14:45.663: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.663: ::EnabledForVault: 0x029/08/2006 18:14:45.664: CDesktop::GetSetting: 0x029/08/2006 18:14:45.665: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.665: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.666:     Desktop Setting: MailboxState29/08/2006 18:14:45.667:     Value: 129/08/2006 18:14:45.667: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.668: CDesktop::GetSetting: 0x029/08/2006 18:14:45.668: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.669: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.670:     Desktop Setting: SiteEntryID29/08/2006 18:14:45.670:     Value: 17A559B664A0E444BA18BD3CCCA49E0A11d10000EVSite.ourdomain.local29/08/2006 18:14:45.671: ~CDesktop::GetSetting: 0x029/08/2006 18:14:45.672: CDesktop::GetOLConnectionState: 0x029/08/2006 18:14:45.672: ~CDesktop::GetOLConnectionState: 0x029/08/2006 18:14:45.719: CFilterPageHelper::GetFilterValuesObject: 0x029/08/2006 18:14:45.749: ~CFilterPageHelper::GetFilterValuesObject: 0x029/08/2006 18:14:45.751: ~::EnabledForVault: 0x4038029/08/2006 18:14:45.751: PVHelper::Enabled: 0x029/08/2006 18:14:45.752: CDesktop::GetSetting: 0x029/08/2006 18:14:45.753: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.753: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.754:     Desktop Setting: OVEnabled29/08/2006 18:14:45.755:     No Value29/08/2006 18:14:45.755: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.756:  Enabled: false29/08/2006 18:14:45.756: ~PVHelper::Enabled: 0x129/08/2006 18:14:45.757: PVHelper::Enabled: 0x029/08/2006 18:14:45.757: CDesktop::GetSetting: 0x029/08/2006 18:14:45.758: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.759: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:45.759:     Desktop Setting: OVEnabled29/08/2006 18:14:45.760:     No Value29/08/2006 18:14:45.760: ~CDesktop::GetSetting: 0x129/08/2006 18:14:45.761: ~PVHelper::Enabled: 0x129/08/2006 18:14:45.763: ~CCommands::InstallCommands: 0x029/08/2006 18:14:46.529: CCommands::FinalConstruct: 0x029/08/2006 18:14:46.530: Connections now on Desktop object: 229/08/2006 18:14:46.531: ~CCommands::FinalConstruct: 0x029/08/2006 18:14:46.531: CDesktopUI::HookExplorersEvents: 0x029/08/2006 18:14:46.532: ~CDesktopUI::HookExplorersEvents: 0x029/08/2006 18:14:54.286: CCommands::DoArchive: 0x029/08/2006 18:14:54.287: CDesktopUI::InSearch: 0x029/08/2006 18:14:54.288: ~CDesktopUI::InSearch: 0x029/08/2006 18:14:54.289: User initiated archive.29/08/2006 18:14:54.289: DesktopCommon::IsSearchFolder: 0x029/08/2006 18:14:54.290: ~DesktopCommon::IsSearchFolder: 0x8004010229/08/2006 18:14:54.291: CDesktop::GetOLConnectionState: 0x029/08/2006 18:14:54.292: Outlook Exchange Connection Mode: 829/08/2006 18:14:54.293: ~CDesktop::GetOLConnectionState: 0x029/08/2006 18:14:54.293: ::EnabledForVault: 0x029/08/2006 18:14:54.294: ~::EnabledForVault: 0x029/08/2006 18:14:54.295: DesktopCommon::ConvertFileTimeToISO8601: 0x029/08/2006 18:14:54.296: ~DesktopCommon::ConvertFileTimeToISO8601: 0x029/08/2006 18:14:54.297: CItemMarker::SetArchivedDate: 0x029/08/2006 18:14:54.524: ~CItemMarker::SetArchivedDate: 0x029/08/2006 18:14:54.525: CItemMarker::MarkArchiveMe: 0x029/08/2006 18:14:54.526:     Marking for archive: 29/08/2006 18:14:54.527: CItemMarker::GetCalculatedModifiedDate: 0x029/08/2006 18:14:54.528: ~CItemMarker::GetCalculatedModifiedDate: 0x029/08/2006 18:14:54.532: ~CItemMarker::MarkArchiveMe: 0x029/08/2006 18:14:54.533: CItemMarker::GetFolderPath: 0x029/08/2006 18:14:54.534: CItemMarker::GetParentFolderName: 0x029/08/2006 18:14:54.535: ~CItemMarker::GetParentFolderName: 0x029/08/2006 18:14:54.536: Folder path is: Inbox29/08/2006 18:14:54.537: ~CItemMarker::GetFolderPath: 0x029/08/2006 18:14:54.539: CCommands::GetHTTPRequestURL: 0x029/08/2006 18:14:54.540: CDesktop::GetSetting: 0x029/08/2006 18:14:54.540: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:54.541: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:54.542:     Desktop Setting: MAILBOXDN29/08/2006 18:14:54.543:     Value: /O=org/OU=ourdomain/cn=Recipients/cn=user29/08/2006 18:14:54.543: ~CDesktop::GetSetting: 0x029/08/2006 18:14:54.544: CDesktop::GetSetting: 0x029/08/2006 18:14:54.545: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:54.545: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:54.546:     Desktop Setting: SiteEntryId29/08/2006 18:14:54.547:     Value: 17A559B664A0E444BA18BD3CCCA49E0A11d10000EVSite.ourdomain.local29/08/2006 18:14:54.548: ~CDesktop::GetSetting: 0x029/08/2006 18:14:54.549: CDesktop::GetSetting: 0x029/08/2006 18:14:54.550: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:54.551: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:54.551:     Desktop Setting: DefaultWebAppURL29/08/2006 18:14:54.552:     Value: http://EVServer01.ourdomain.local/EnterpriseVault29/08/2006 18:14:54.553: ~CDesktop::GetSetting: 0x029/08/2006 18:14:54.554: CDesktop::GetSetting: 0x029/08/2006 18:14:54.554: CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:54.555: ~CDesktop::LoadSettingsFromHiddenMessage: 0x029/08/2006 18:14:54.556:     Desktop Setting: SERVERVERSION29/08/2006 18:14:54.557:     Value: 6.0229/08/2006 18:14:54.558: ~CDesktop::GetSetting: 0x029/08/2006 18:14:54.558: Sending HTTP request: http://EVServer01.ourdomain.local/EnterpriseVault/clientaction.asp?act=0&amp;fdrenc=SQBuAGIAbwB4AA==&amp;dn=/O%3dorg/OU%3dourdomain/cn%3dRecipients/cn%3duser&amp;svr=MSXSERVER&amp;sid=17A559B664A0E444BA18BD3CCCA49E0A11d10000EVSite.ourdomain.local&amp;tsp=2006-08-29T18:14:54&amp;pdl=AAAAAAAAKIFJAGAMLHEBLPEPIBHKHJAOIBIHLJHPABAAOKEGFBIGJCLFNPEHKHBFMJHEPBADBHLPAAAAAOHHCNDPAAAA29/08/2006 18:14:54.562: ~CCommands::GetHTTPRequestURL: 0x029/08/2006 18:14:54.563: ::CInternetReconnect29/08/2006 18:14:54.563: ::CInternetReconnect - refCount : 029/08/2006 18:14:54.564: ::IsInetOffline29/08/2006 18:14:54.565: ~::IsInetOffline29/08/2006 18:14:54.566: ~::CInternetReconnect29/08/2006 18:14:54.566: CDesktop::StartOutlookSync: 0x029/08/2006 18:14:56.658: COutlookSynch::SynchronizeFolder succeeded.29/08/2006 18:14:56.775: ~CDesktop::StartOutlookSync: 0x029/08/2006 18:14:56.775: CHTTPRequest::Begin: 0x029/08/2006 18:14:56.776: CThreadManager::Add thread THID=339229/08/2006 18:14:56.776: CHTTPRequest::ThreadMain: 0x029/08/2006 18:14:56.777: ~CHTTPRequest::Begin: 0x029/08/2006 18:14:56.779: ~CCommands::DoArchive: 0x029/08/2006 18:15:06.816: HTTP request error: 320 (0)29/08/2006 18:15:06.817: Connect failed, unmarking items: 0x8000400529/08/2006 18:15:06.817: CHTTPRequest::UnmarkItems: 0x029/08/2006 18:15:06.818: CItemMarker::UndoMarkArchiveMe: 0x029/08/2006 18:15:06.819:     Undo mark for archive: 29/08/2006 18:15:06.843: ~CItemMarker::UndoMarkArchiveMe: 0x029/08/2006 18:15:11.048: ~CHTTPRequest::UnmarkItems: 0x029/08/2006 18:15:11.049: ::~CInternetReconnect29/08/2006 18:15:11.050: ::CInternetReconnect - refCount : 029/08/2006 18:15:11.051: ::IsInetOffline29/08/2006 18:15:11.052: ~::IsInetOffline29/08/2006 18:15:11.052: ~::~CInternetReconnect29/08/2006 18:15:11.053: ~CHTTPRequest::ThreadMain: 0x8000400529/08/2006 18:15:11.053: CThreadManager::Remove thread THID=339229/08/2006 18:15:11.054: CThreadManager: Last thread removed29/08/2006 18:15:16.765: CCommands::DoArchive: 0x029/08/2006 18:15:16.765: CDesktop::GetOLConnectionState: 0x029/08/2006 18:15:16.766: Outlook Exchange Connection Mode: 829/08/2006 18:15:16.766: ~CDesktop::GetOLConnectionState: 0x029/08/2006 18:15:16.767: Exchange connection state: 8

micah_wyenn · Answer

H'okay,
For the benefits of just testing, uninstall the lite client and install the full dcom client. It should be included with your installation source (in user extensions). Here's the part of the log that caught my eye:

Environment:
29/08/2006 18:14:45.506: Enterprise Vault Client 6.0.2.7791.0 (Lite)
29/08/2006 18:14:45.507: Microsoft Windows XP Professional Service Pack 1 (Build 2600)
29/08/2006 18:14:45.508: Microsoft Outlook 2003
29/08/2006 18:14:45.508: CDesktop::GetOLConnectionState: 0x0
29/08/2006 18:14:45.509: Outlook Exchange Connection Mode: 8
29/08/2006 18:14:45.509: ~CDesktop::GetOLConnectionState: 0x0
29/08/2006 18:14:45.510:
29/08/2006 18:14:45.511: Microsoft Internet Explorer 6.0.2800.110

The rest of it looks pretty good. If pulling out the client and using the full dcom client works, then the problem is due to http communication between the client and server...which can be hellish to debug. If that's that situation, I would recommend just using the full client (which I tend to recommend anyhow). The lite client (in my experience) does tend to exhibit more instability in the field, and thus I think this might be a good test.

micah

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