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clehman's avatar
clehman
Level 2
10 years ago

User Keeps getting prompted for Credentials (Enterprise Vault)

I have mulitple users that will randomly get prompted to enter there credentials for enterprise vault.  When the prompt appears, it does not show the server or location it is trying to connect to like I've seen it should.

The users are using Outlook 2013.  Any suggestions? 

Enterprise Vault
Information Governance
Windows 7
  • JesusWept3's avatar
    JesusWept3
    10 years ago

    Typically if you're getting prompted for username/password randomly, but you can get to Archive Explorer or Search without being prompted, then it typically means one of the ASPX pages is throwing an error in the background.

    Your best bet is dtracing W3WP

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  • AndrewB's avatar
    AndrewB
    Moderator
    10 years ago

    here's a technote of things to check:

    Users are prompted for username and password when attempting to open Enterprise Vault (EV) archived items

    Article:TECH56220  |  Created: 2007-01-17  |  Updated: 2014-07-15  |  Article URL http://www.symantec.com/docs/TECH56220

    also, this topic comes up pretty often and has been covered in the following posts. can you see if any of them are similar to your issue?

    https://www-secure.symantec.com/connect/forums/enterprise-vault-continually-prompting-credentials

    https://www-secure.symantec.com/connect/forums/user-gets-repeated-prompt-logon

  • clehman's avatar
    clehman
    Level 2
    10 years ago

    Andrew, they are getting this just when using Outlook.  They are not even trying to open archived items. 

  • AndrewB's avatar
    AndrewB
    Moderator
    10 years ago

    id still rule out the basic troubleshooting steps first then grab a client trace and see what's going on under the covers.

  • Patti_Rodgers's avatar
    Patti_Rodgers
    Level 4
    10 years ago

    If they are enabled for Vault Cache, then it may be the background VC sync processes that are attempting to connect to the server and causing the popups.  I'd follow the Technotes that Andy offered, as the security and authentication principles are going to be the same at least for the most common issues we see.  That's a very good starting point.

  • JesusWept3's avatar
    JesusWept3
    Level 6
    10 years ago

    Typically if you're getting prompted for username/password randomly, but you can get to Archive Explorer or Search without being prompted, then it typically means one of the ASPX pages is throwing an error in the background.

    Your best bet is dtracing W3WP

  • clehman's avatar
    clehman
    Level 2
    10 years ago

    Can you please give me some guidance on that?  I'm new to using EV and basically have been thrown into figuring out the issue. 

  • Patti_Rodgers's avatar
    Patti_Rodgers
    Level 4
    10 years ago

    Use the Command Line steps from this article: http://www.symantec.com/docs/TECH38122

    Set this up on the EV server holding the user archive. Target the w3wp process JW3 mentions in the post above.

    Repro the issue---- that might mean you just have to wait till the prompt pops up.

    This should help catch the issue into the log.

     

  • ChayDouglas's avatar
    ChayDouglas
    Level 4
    10 years ago

    I have an issue where users are only being prompted on the Enterprise Vault Search. Initially the page just sits loading forever and then if I click around such as 'advanced' it prompts for credentials. I feel I have exhausted all troubleshooting suggestions from this forum...

  • GusFring's avatar
    GusFring
    Level 4
    10 years ago

    I would suggest that on your client computers, you ensure all your EV servers' and Aliases FQDN's are added to sites under Security > Local Intranet > Sites in your IE settings.

    And under Security level .. ensure that User authentication > Logon ... is not set to 'prompt for user name and password'.

    For me the Logon is set to 'Automatic logon only in Intranet zone'.