Forum Discussion

binuthomas's avatar
binuthomas
Level 2
11 years ago
Solved

Unable to login to Evault Client from MAC

one of our user is unable to login to Evault client on his MAC. After entering the credentials, he gets the below message.

"Enterprise Vault client failed to login.Unable to retrieve configuration information"

so far only this user is experiencing the issue. I see the below messages on the log file.

2014-11-19 18:00:06 +0000 : Exchange server setting : {
    "Exchange ID" = "user.name";
    "Exchange Server Address" = "https://autodiscover.domain.com/ews/exchange.asmx";
    "Exchange Server RequiresSSL" = true;
    "Exchange Sever Sever Port" = 443;
    "Exchange Sever Use Kerberos Authentication" = false;
}
2014-11-19 18:00:06 +0000 : Exiting : [ClientBroker getSelectedMailExchangeProperties]
2014-11-19 18:00:06 +0000 : Entering : [ClientBroker populateUserInfoFromSelectedAccount:withExchangeConnection:]
2014-11-19 18:00:06 +0000 : Exiting : [ClientBroker populateUserInfoFromSelectedAccount:withExchangeConnection:]
2014-11-19 18:26:34 +0000 : Entering - [BackgroundActionThread registerMailClients]
2014-11-19 18:26:34 +0000 : Getting mailbox details from MailClient for mail client registration
2014-11-19 18:26:34 +0000 : Exiting - [BackgroundActionThread registerMailClients]
2014-11-19 18:26:34 +0000 : Entering - [BackgroundActionThread receiveNotification]
2014-11-19 18:26:34 +0000 : Exiting - [BackgroundActionThread receiveNotification]
2014-11-19 18:26:34 +0000 : Entering - [BackgroundActionThread handleMachMessage]
2014-11-19 18:26:34 +0000 : Recieved Client Registration Notification
2014-11-19 18:26:34 +0000 : Entering - [BackgroundActionThread performClientRegistrationAction]
2014-11-19 18:26:34 +0000 : User credentials are not available for the user "user.name", client registration will not happen at this time
2014-11-19 18:26:34 +0000 : User credentials are not available for the user "missing value", client registration will not happen at this time
2014-11-19 18:26:34 +0000 : User credentials are not available for the user "missing value", client registration will not happen at this time
2014-11-19 18:26:34 +0000 : Exiting - [BackgroundActionThread performClientRegistrationAction]
2014-11-19 18:26:34 +0000 : Exiting - [BackgroundActionThread handleMachMessage]
2014-11-19 18:38:29 +0000 : Entering : [ClientBroker getSelectedMailExchangeProperties]
2014-11-19 18:38:29 +0000 : Selected account info : {
    AccountID = 1;
    Domain = DOMAIN;
    Email = "user.name@razorsight.com";
    FullName = "Name, User";
    Name = Domain;
    SearchBase = "";

 

Exchange Version - 2010 SP2

Evault Client  - 10.0.2

Please let me know if anyone can help.

 

 

 

 

Enterprise Vault
Information Governance
Mac OSX
  • AndrewB's avatar
    AndrewB
    11 years ago

    technically the EV client is supported +/- 1 version but if it works for you that would be great. you might want to look into upgrading to EV 11 soon. you can take advantage of IMAP access to the archive and not have to deal with the Mac client anymore.

    EV 11

    https://www-secure.symantec.com/connect/blogs/enterprise-vault-11-now-available

    EV 11 SP1

    https://www-secure.symantec.com/connect/blogs/no-ordinary-service-pack

  • AndrewB's avatar
    AndrewB
    Moderator
    11 years ago

    what verion of EV are you running? what OS and Outlook is the client running?

  • TonySterling's avatar
    TonySterling
    Moderator
    11 years ago

    I found this, but it was for Exch 2007

    "Login Failure: Unknown user or bad password" when attempting to sign into the Enterprise Vault (EV) for Mac tool bar.

    Article:TECH198273  |  Created: 2012-10-11  |  Updated: 2013-08-27  |  Article URL http://www.symantec.com/docs/TECH198273

    Can you attach the complete client log?

  • MassimoVagli's avatar
    MassimoVagli
    Level 4
    11 years ago

    Hello binuthomas

    Like AndrewB mentioned we need to get more details about the environment, like for example the OS X version and the Outlook version (service pack etc).

    Still without having such details I would uninstall the current version and install the EV Mac Client for 10.0.4 CHF3 (the DMG is contained in the CHF3 http://www.symantec.com/docs/TECH215093). If Mac OS X is 10.10 then you must use the latest EV Mac client currently available (from 11.0.1).

    Massimo

     

     

     

     

     

  • binuthomas's avatar
    binuthomas
    Level 2
    11 years ago

    All,

    thanks for reponses. Please find the below requested information

    Microsoft Exchange server 2010 SP2

    EV Version :  9.0.0.1193

    Outook : Outlook for MAC 2011

    MAC OS : OS X Yosemite (10.10.1)

    EV Client : 10.0.2

    As massimo suggested, we will try to install the EV MAC client 11.0.1 and see if that helps.

    Binu

     

     

  • AndrewB's avatar
    AndrewB
    Moderator
    11 years ago

    technically the EV client is supported +/- 1 version but if it works for you that would be great. you might want to look into upgrading to EV 11 soon. you can take advantage of IMAP access to the archive and not have to deal with the Mac client anymore.

    EV 11

    https://www-secure.symantec.com/connect/blogs/enterprise-vault-11-now-available

    EV 11 SP1

    https://www-secure.symantec.com/connect/blogs/no-ordinary-service-pack

  • nazirkolliyath's avatar
    nazirkolliyath
    Level 4
    11 years ago

    The new client along released on 5-Jan-2015 with EV 11.0.1 is works fine with OS X Yosmite 10.10.1 in Outlook 2011. This can be download from the file connect. 

  • binuthomas's avatar
    binuthomas
    Level 2
    11 years ago

    thanks. I have asked the user to update the client. Will post the update as soon i hear from him.

    Binu

  • JimmyNeutron's avatar
    JimmyNeutron
    Level 6
    11 years ago

    You will have to login this way:

    Domain = user.name@razorsight.com  (not domain\user.name)
    FullName = user.name

    password: xxxxxxx

     

    Hope this works for you. I've tested it on Yosemite 10.10 with EV client 11.0.1