Cannot restore from EV

[yeow_km]

I have problem restoring archive email from my EV 9.0.2.

email that I m trying to restore is stuck at the clock with blue arrow icon.

On the EV server, i m getting alot of error 6838 from migrator server.

[JesusWept3]

Migrator Server indicates something else is going on, so its just coincidence
You might find there is something wrong with the Storage service which might explain the migrator errors and the reason items are remaining as restore pending

Can you manually open items through the shortcuts or through search or archive explorer?
What does the actual errors in the Event Viewer show? (other than the subject)

Are you currently doing any PST Exports or Imports or have many/any people set up for Vault Cache?

[yeow_km]

i can open the archived emails manually.

just that the status shows that my retrieval from archive pending.

We dont do PST exports or imports.

is it normal for me to have the archive pending status ?

[Percy_Vere]

Restore requests go via the R and storage restore MSMQ's so you may want to check these are ok and / or restart the MSMQ and dependant services.

Also check that the storage device is on line / accessible.

If it still fails then perform a simultaneous client and server dtrace to capture a restore attempt and then post them here.

[JesusWept3]

can you paste the actual contents of the migrator server error?

[Rob_Wilcox1]

I'd also be interested in seeing the full content of one of the errors.  ID's don't mean a lot to mean I'm afraid :(

[yeow_km]

eventID 6838 full contents

Failed to recall a Saveset from its Collection.

Reason: Failed to extract the file from the CAB file. The file name is not in the CAB file index. (0xc0041bdf)

Relative Saveset Filename: 2011\12-04\C\101\C1011C735B21C81EDE98443A823FA541~38~8596A7E7~00~1.DVSSP

Relative Collection Filename: 2011\12-04\C\Collection17412.cab

PartitionEntryID: 11F9504AAF6E82F4EB318FBAEC3807B501q10000ASREVSERVER

PartitionGUID: 1F9504AAF6E82F4EB318FBAEC3807B50

Partition Root Path: D:\Enterprise Vault Stores\EmailArchiveVaultStore Ptn1

Secondary Location:

Migrated File Id:

Reference: NSDR/LMF

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

[JesusWept3]

thats not good, thats not good at all

call support

[yeow_km]

I rebooted the EV server and this is what i get after the reboot.

eventID 41291

	It is more than 2 days since any archive-enabled mailboxes on Exchange Server 'ASREXCHANGE' were scanned for new archive eligible items. Date of last scan: 1/9/2012 9:01 AM
	Mail is not being archived from the mailboxes. There is likely to be a build up of unarchived mail that will increase the mailbox sizes. The unarchived mail is not available to discovery applications. The problem is most likely to be that Enterprise Vault cannot access Exchange Server.

I believed this started after there were some issues with our exchange server that cause the whole email server to go down.

[Rob_Wilcox1]

Before calling Support I would be tempted to :-

a/  See if this CAB file truly exists in the location given :

2011\12-04\C\Collection17412.cab 

b/  Take a copy of it to somewhere temporary.. and open it to see if the DVSSP file is in it which is mentioned:

C1011C735B21C81EDE98443A823FA541~38~8596A7E7~00~1.DVSSP

c/  Do a DTRACE which doing a restore operation, just a single operation, and see if that gives any more clues.

Hope that helps,

[yeow_km]

I can only a find C1011C735B21C81EDE98443A823FA541.DVS file on the CAB folder.

how do i do a DTRACE ?

[JesusWept3 · Accepted solution]

Please please call support I think you have bigger problems at the moment that this forum can't deal with and for the best of intentions, posting the DTrace here would just slow down a resolution for you

[TonySterling]

JW2 is right.  This forum is great but some problems just require a hands-on look and the forums back and forth will just slow things down. 

Give support a call and open a high priority ticket so they can verify what's what with your environment.

[yeow_km]

I have logged a case with support. The fault started when my exchange cluster went down because of the anti-spam mail software.

managed to get it resolve yesterday. I dont see the above mentioned errors in the event viewer.

but now the EV is saying that I have directory backup issues, will follow up support to say what is says.