Forum Discussion

Paultje's avatar
Paultje
Level 3
16 years ago

Via Explorer Placeholder won't open document, Search Vault can open document

Hi,
We have started in production (actualy the same server as the testserver) file-archiving. During the testperiod we had no problems (all solved). No we started really archiving a lot of data and we get 1 strange problem.
All archived files are replaced with placeholders. If I try to open a document using the Explorer, the application (Word) starts but after a short while get an error message: Documentname of path invalid, check the rights of the document or the station, or try to open using the Open file diaolog, followed by the path to the document. (sorry translated is from Dutch to English).
When I try the Search Vault icon in my Outlook client I can find and open the document. Even when I use archiveexplorerui.asp I'm able to open the document. So the rights are OK I guess. What can be wrong? The users are instructed to use the regular Explorer.

Paul
Basics
Enterprise Vault
Features
Information Governance
  • Paultje's avatar
    Paultje
    16 years ago
    It takes forever to get help from Symantec support, all just by mail. When I phoned the person who answered the phone promissed me an engineer would call back, mostly the day after, once even the same day, BUT NO, no engineer talked to me and I had just a few emails.....
    Last weekend I had the oppertunity to reboot the cluster servers several times, and finally, after the 3rd or 4th reboot I was able to open the placeholder without problems. So my problem is solved, but what the cause of this all was I still don't know.
    Thanks for all the advice and I hope this forum will help me next time again, because the support desk........

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  • Paultje's avatar
    Paultje
    Level 3
    16 years ago

    Event Type: Error
    Event Source: Enterprise Vault
    Event Category: File Placeholder Service
    Event ID: 20491
    Date:  4/9/2009
    Time:  3:59:25 PM
    User:  N/A
    Computer: NTDHCL01C
    Description:
    deleted text (path to placeholder)
    http://servername/EnterpriseVault/download.asp?VaultID=1E978649D67EF9140BF627C8C04FBF9081110000evaultdh&SavesetId=124400000000000~200304280739560000~0~508A0FAE082444229A88668C750FEA4&Request=NativeItem&EVHeaders=1
    Error Unspecified error  [0x80004005]

    For more information, see Help and Support Center at http://evevent.symantec.com/rosetta/showevent.asp

  • TonySterling's avatar
    TonySterling
    Moderator
    16 years ago
    What version of EV?

    Does this happen to all placeholders?

    There was an issues for placeholders created with EV 6 when you upgrade to EV 2007 and a tool was created to update them.

    http://seer.entsupport.symantec.com/docs/290116.htm

  • John_Chisari's avatar
    John_Chisari
    Level 6
    16 years ago
     Can you login to the FileServer as the vault service account and put this link into IE.

    http://servername/EnterpriseVault/download.asp?VaultID=1E978649D67EF9140BF627C8C04FBF9081110000evaultdh&SavesetId=124400000000000~200304280739560000~0~508A0FAE082444229A88668C750FEA4&Request=NativeItem&EVHeaders=1

    Does that work? Does it ask for a login and password?  Or does it just download?

    May be your IE proxy settings.
  • Paultje's avatar
    Paultje
    Level 3
    16 years ago
    Hi all,
    thanks for all the responses.

    Tony: we are running version 2007 7.5 and we didn't upgrade from version 6.

    MichelZ: I'm running the dtrace what should i look for to report here?

    John: when I use the url as EV-admin on the fileserver (w2k3) i need to login on and give password. After that i get the http 400 - bad request IE-message

    Wayne: servername? For this article I removed the name we're using.  The servername for EV is different than the enviromental name of EV.

    I hope you'll be responding so that I can fix my problem.

    Thanks to all.
  • John_Chisari's avatar
    John_Chisari
    Level 6
    16 years ago
     If you can't download from the fileserver, and from that error, sounds like you have a IE Proxy setup - can you check IE settings whilst logged in as the vault service account.  You may need to exclude the EV server from Proxy settings - better still just make sure all the check boxes are unchecked.

    Also check the Intranet Zone settings - make sure the EV server is in the list, and you have automatic logon checked.

    Another test is - can you put that link into IE on the EV server - again does it download with no prompts?
  • Paultje's avatar
    Paultje
    Level 3
    16 years ago
    Hi John,
    If I try the link in IE on the EV-server, it will open the document. I cannot get it working on the fileserver.
    The problem doesn't seem to be IE, but the normal Windows Explorer. When I use the Explorer to open an archived item, it goes wrong. If I use the Search Vault button in Outlook or the archiveexplorerui.asp in IE it's working.
    Any other idea?
  • John_Chisari's avatar
    John_Chisari
    Level 6
    16 years ago
     Why I got you to test in IE is because the placeholder service when it recalls a file uses HTTP to download the file to the file server.

    Again, try what I have said above - if you can't get it working, suggest logging a case with Support.