Unable to retrieve archived item from Virtual Vault
Hello, I have a customer who is attempting to retrieve several items from thier Virtual Vault. Most items are returned properly, however there are also a considerable number that return the following error:
Enterprise Vault is unable to retrieve this archived item.
There was a problem opening this item. Try again later.
The first line of the email body does show up properly in the preview pane in Outlook. However dobule clicking the message for retrieval produces the error listed above. If the customer opens the message through the Search Vault cleint then it is returned without error so we are reasonably certain this issue is specific to this customers Virtual Vault. The client is an XP SP3 client running Outlook 2007 SP. The EV client is the 9.0.0.1193.0 DCOM client configured for "HTTP-only" via policy.
We turned up the EV_Cleint log to Informational (including Virtual Vault) and it appears that ther pertinent portion of the log would be as follows. Any ideas why the customer can open some items, but not others, yet everything seems to be retrievable from the customers online vault?
... 17/11/2010 19:02:51.893[2524]: HDR:SCHED: Seconds to next sync:77218 17/11/2010 19:02:53.173[1168]: EVMSP: <EVMSP-20101117-190244-327> [EVMSP::MSProviderInit] mapiVer: 0x00010010 17/11/2010 19:02:53.519[5144]: EVMSP: <EVMSP-20101117-190244-327> [EVMSP::MSProviderInit] mapiVer: 0x00010010 17/11/2010 19:02:58.058[1552]: CONTENT:STORE: [Offline Config] Maximum Store Size (MB): 11264 17/11/2010 19:02:58.101[1552]: CONTENT:STORE: ERROR :- Setting status of file to INVALID 17/11/2010 19:02:58.103[1552]: CONTENT:STORE: Filename is 'C:\Documents and Settings\USER_NAME\Local Settings\Application Data\KVS\Enterprise Vault\6E72F0963552D211933700805FA7C28E\error.db' 17/11/2010 19:02:58.107[1552]: CONTENT:STORE: Current status of DB is '4' 17/11/2010 19:02:58.111[1552]: CONTENT:STORE: ERROR :- Setting status of file to INVALID 17/11/2010 19:02:58.113[1552]: CONTENT:STORE: Filename is 'C:\Documents and Settings\USER_NAME\Local Settings\Application Data\KVS\Enterprise Vault\6E72F0963552D211933700805FA7C28E\error.db' 17/11/2010 19:02:58.119[1552]: CONTENT:STORE: Current status of DB is '4' 17/11/2010 19:02:58.123[1552]: CONTENT:STORE: ERROR :- Setting status of file to INVALID 17/11/2010 19:02:58.125[1552]: CONTENT:STORE: Filename is 'C:\Documents and Settings\USER_NAME\Local Settings\Application Data\KVS\Enterprise Vault\6E72F0963552D211933700805FA7C28E\error.db' 17/11/2010 19:02:58.129[1552]: CONTENT:STORE: Current status of DB is '4' 17/11/2010 19:02:58.133[1552]: CONTENT:STORE: ERROR :- Setting status of file to INVALID 17/11/2010 19:02:58.135[1552]: CONTENT:STORE: Filename is 'C:\Documents and Settings\USER_NAME\Local Settings\Application Data\KVS\Enterprise Vault\6E72F0963552D211933700805FA7C28E\error.db' 17/11/2010 19:02:58.140[1552]: CONTENT:STORE: Current status of DB is '4' 17/11/2010 19:02:58.144[1552]: CONTENT:STORE: ERROR :- Setting status of file to INVALID 17/11/2010 19:02:58.146[1552]: CONTENT:STORE: Filename is 'C:\Documents and Settings\USER_NAME\Local Settings\Application Data\KVS\Enterprise Vault\6E72F0963552D211933700805FA7C28E\error.db' 17/11/2010 19:02:58.150[1552]: CONTENT:STORE: Current status of DB is '4' 17/11/2010 19:02:58.154[1552]: CONTENT:STORE: ERROR :- Setting status of file to INVALID 17/11/2010 19:02:58.157[1552]: CONTENT:STORE: Filename is 'C:\Documents and Settings\USER_NAME\Local Settings\Application Data\KVS\Enterprise Vault\6E72F0963552D211933700805FA7C28E\error.db' 17/11/2010 19:02:58.161[1552]: CONTENT:STORE: Current status of DB is '4' 17/11/2010 19:02:58.167[1552]: CONTENT:STORE: ERROR :- Setting status of file to INVALID 17/11/2010 19:02:58.169[1552]: CONTENT:STORE: Filename is 'C:\Documents and Settings\USER_NAME\Local Settings\Application Data\KVS\Enterprise Vault\6E72F0963552D211933700805FA7C28E\error.db' 17/11/2010 19:02:58.173[1552]: CONTENT:STORE: Current status of DB is '4' 17/11/2010 19:03:00.429[5448]: EVMSP: <Acrobat Special pricing for DOE thru 31 August 2010> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:06.406[5448]: EVMSP: <Adobe Reader, versions> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:07.437[5692]: A COM error occurred: 0x80040201 17/11/2010 19:03:07.439[5448]: EVMSP: <Adobe> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040201 17/11/2010 19:03:07.443[5448]: EVMSP: <Adobe> [Common::GetFullItem] Reason for stub: 3 17/11/2010 19:03:07.455[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:07.578[5692]: A COM error occurred: 0x80040201 17/11/2010 19:03:07.579[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040201 17/11/2010 19:03:07.583[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Reason for stub: 3 17/11/2010 19:03:07.588[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:07.593[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Last error was NoAccess which can have multiple reasons many of which are quite normal for the EVMSP ranging from policy denying writable operations to the fact that archived items cannot be modified. If necessary, check more detailed EVMSP logging for the actual reason that the error was returned to the caller. 17/11/2010 19:03:07.602[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: You do not have permission to perform this Enterprise Vault operation. 17/11/2010 19:03:07.622[5692]: A COM error occurred: 0x80040201 17/11/2010 19:03:07.624[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040201 17/11/2010 19:03:07.628[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Reason for stub: 3 17/11/2010 19:03:07.633[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:07.638[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Last error was NoAccess which can have multiple reasons many of which are quite normal for the EVMSP ranging from policy denying writable operations to the fact that archived items cannot be modified. If necessary, check more detailed EVMSP logging for the actual reason that the error was returned to the caller. 17/11/2010 19:03:07.647[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: You do not have permission to perform this Enterprise Vault operation. 17/11/2010 19:03:07.667[5692]: A COM error occurred: 0x80040201 17/11/2010 19:03:07.669[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040201 17/11/2010 19:03:07.673[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Reason for stub: 3 17/11/2010 19:03:07.679[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:07.683[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Last error was NoAccess which can have multiple reasons many of which are quite normal for the EVMSP ranging from policy denying writable operations to the fact that archived items cannot be modified. If necessary, check more detailed EVMSP logging for the actual reason that the error was returned to the caller. 17/11/2010 19:03:07.692[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: You do not have permission to perform this Enterprise Vault operation. 17/11/2010 19:03:09.761[ 920]: 17/11/2010 19:03:14.083[5692]: A COM error occurred: 0x80040201 17/11/2010 19:03:14.085[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040201 17/11/2010 19:03:14.089[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Reason for stub: 3 17/11/2010 19:03:14.094[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:14.099[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Last error was NoAccess which can have multiple reasons many of which are quite normal for the EVMSP ranging from policy denying writable operations to the fact that archived items cannot be modified. If necessary, check more detailed EVMSP logging for the actual reason that the error was returned to the caller. 17/11/2010 19:03:14.108[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: You do not have permission to perform this Enterprise Vault operation. 17/11/2010 19:03:14.131[5692]: A COM error occurred: 0x80040201 17/11/2010 19:03:14.132[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040201 17/11/2010 19:03:14.136[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Reason for stub: 3 17/11/2010 19:03:14.141[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:14.146[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Last error was NoAccess which can have multiple reasons many of which are quite normal for the EVMSP ranging from policy denying writable operations to the fact that archived items cannot be modified. If necessary, check more detailed EVMSP logging for the actual reason that the error was returned to the caller. 17/11/2010 19:03:14.155[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: You do not have permission to perform this Enterprise Vault operation. 17/11/2010 19:03:14.177[5692]: A COM error occurred: 0x80040201 17/11/2010 19:03:14.179[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040201 17/11/2010 19:03:14.183[5448]: EVMSP: <MSLogon> [Common::GetFullItem] Reason for stub: 3 17/11/2010 19:03:14.188[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: Your changes could not be saved. You cannot modify the properties of items within your Virtual Vault. 17/11/2010 19:03:14.193[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Last error was NoAccess which can have multiple reasons many of which are quite normal for the EVMSP ranging from policy denying writable operations to the fact that archived items cannot be modified. If necessary, check more detailed EVMSP logging for the actual reason that the error was returned to the caller. 17/11/2010 19:03:14.203[5448]: EVMSP: <Adobe purchases> [Common::GetLastError] Returning text: You do not have permission to perform this Enterprise Vault operation. 17/11/2010 19:03:15.991[5448]: Exchange connection state: 1
Corey
All, we actually tried a partial reset, however that didn't work so we initiated a Full Reset before we had seen Rob Wilcox's response above, so we obviously weren't able to try that path of advice. Regardless, the customer is reporting that a partial reset did apparently resolve the issue.
With regards to the recommendation to exclude the certain folders from scanning, I did some digging and found the following article which has some recommendations on what should be excluded from scanning.
Thanks!
Corey