Could not contact the EV web server

[christiandeg]

Hi,

I am having troubles syncing the Vault Cache on some new installed workstations (Win 7 64-bit SP1 with Outlook 2010 32-bit).
Enterprise Vault is running version 9.0.1, Outlook Add in is 9.0.2 http only + Cumulative client Hotfix build 1185.

Log files show me this error:
03/10/2011 09:05:49.584[6308]: HDR: Could not contact the EV web server (http://evserver1.denys.mst/EnterpriseVault)
03/10/2011 09:05:49.584[6308]: HDR: ~EVServerConnection::GetWebAppURLEx: 0x0
03/10/2011 09:05:49.584[6308]: HDR:SYNC: EnterpriseVault is inaccessible.
03/10/2011 09:05:49.584[6308]: HDR:SYNC: ~MetaDataCacheScheduler::GetConnection
03/10/2011 09:05:49.584[6308]: CComAutoUnlock<class ATL::CComAutoCriticalSection>::~CComAutoUnlock
03/10/2011 09:05:49.584[6308]: ~CComAutoUnlock<class ATL::CComAutoCriticalSection>::~CComAutoUnlock
03/10/2011 09:05:49.585[6308]: HDR:SYNC: Could not connect to EV
03/10/2011 09:05:49.585[6308]: HDR:SYNC: Failed

I can however connect (browse) to the EV site and use Archive Explorer / Search without problems.

Also when running the system information these errors are visible:

VIRTUAL VAULT CONFIGURATION 
Status Enabled
EVMSP32.dll is in environment path 
MAPISVC.INF location C:\Program Files (x86)\Common Files\SYSTEM\MSMAPI\1043\MAPISVC.INF
EVMSP configuration error in MAPISVC.INF [Services] EVMSP = {empty} (expected value: Virtual Vault)
EVMSP configuration error in MAPISVC.INF [EVMSP] PR_SERVICE_DLL_NAME = {empty} (expected value: EVMSP.DLL)
EVMSP configuration error in MAPISVC.INF [EVMSP] PR_SERVICE_ENTRY_NAME = {empty} (expected value: ServiceEntry)
EVMSP configuration error in MAPISVC.INF [EVMSP] PR_RESOURCE_FLAGS = {empty} (expected value: SERVICE_NO_PRIMARY_IDENTITY)
EVMSP configuration error in MAPISVC.INF [EVMSP] Providers = {empty} (expected value: MS_EVMSP)
EVMSP configuration error in MAPISVC.INF [EVMSP] PR_SERVICE_SUPPORT_FILES = {empty} (expected value: EVMSP.DLL)
EVMSP configuration error in MAPISVC.INF [EVMSP] PR_SERVICE_DELETE_FILES = {empty} (expected value: EVMSP.DLL)
EVMSP configuration error in MAPISVC.INF [MS_EVMSP] PR_RESOURCE_TYPE = {empty} (expected value: MAPI_STORE_PROVIDER)
EVMSP configuration error in MAPISVC.INF [MS_EVMSP] PR_PROVIDER_DLL_NAME = {empty} (expected value: EVMSP.DLL)
EVMSP configuration error in MAPISVC.INF [MS_EVMSP] PR_RESOURCE_FLAGS = {empty} (expected value: STATUS_NO_DEFAULT_STORE)
EVMSP configuration error in MAPISVC.INF [MS_EVMSP] PR_DISPLAY_NAME = {empty} (expected value: Virtual Vault)
EVMSP configuration error in MAPISVC.INF [MS_EVMSP] PR_PROVIDER_DISPLAY = {empty} (expected value: Virtual Vault Message Store Provider)

These last errors seem to be resolved after performing a ResetEVClient.
 
 
 

[Rob_Wilcox1]

So is this from inside the network, or outside? 

And, if you put the URL directly into Internet Explorer what happens?

Either way -- it would appear that EV is not getting a response, can you post some answers, and a full client log file (as an attachment)

[christiandeg]

Here is the log file.
Ther is no problem when using the URL direct in IE, I get the EV home page and can search the safes.

[Rob_Wilcox1]

Hmm very odd, as it's definitely coming back as :

03/10/2011 15:09:56.911[ 808]: DesktopCommon::GetWebAppURLEx: 0x0
03/10/2011 15:09:56.911[ 808]: DesktopCommonConfig::GetSetting: 0x0
03/10/2011 15:09:56.912[ 808]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
03/10/2011 15:09:56.912[ 808]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
03/10/2011 15:09:56.912[ 808]:     Desktop Setting: DefaultWebAppURL
03/10/2011 15:09:56.912[ 808]:     Value: http://evserver1.denys.mst/EnterpriseVault
03/10/2011 15:09:56.912[ 808]: ~DesktopCommonConfig::GetSetting: 0x0
03/10/2011 15:09:56.912[ 808]: DesktopCommon::GetIELanguageHeader: 0x0
03/10/2011 15:09:56.912[ 808]: sHeader = [Accept-Language:en]
03/10/2011 15:09:56.912[ 808]: ~DesktopCommon::GetIELanguageHeader: 0x0
03/10/2011 15:09:56.912[ 808]: DesktopCommonUtil::HasInternetConnection: 0x0
03/10/2011 15:09:56.913[ 808]: Internet connection state = 0 (flags = 81)
03/10/2011 15:09:56.913[ 808]: ~DesktopCommonUtil::HasInternetConnection: 0x0
03/10/2011 15:09:56.913[ 808]: DesktopCommon::UseRPCOverHTTP: 0x0
03/10/2011 15:09:56.913[ 808]: ~DesktopCommon::UseRPCOverHTTP: 0x0
03/10/2011 15:09:56.914[ 808]: Could not contact the EV web server (http://evserver1.denys.mst/EnterpriseVault)
03/10/2011 15:09:56.914[ 808]: ~DesktopCommon::GetWebAppURLEx: 0x0

Is this just one machine?  All?  Has it ever worked?

Have you got a client trace of opening an archived item?

Is there a proxy server, or similar redirecting traffic?

[JesusWept3 · Accepted solution]

Check this thread out

https://www-secure.symantec.com/connect/forums/2-unable-manually-archive-or-restore-returning-error-...

[christiandeg]

Yes strange is the least you can say.
Got this problem on 3 new installations, 2 of them based on the same image.
Have the problem with different user accounts on the same machine, so for sure it is machine related.
Users are local admin.
There is no proxy server, client and server are on the same network.

When opening an archived item, same error - no connection (see new attached file).
Strange thing is I got it working on a certain moment, however I cannot think of what action it was that solved it (first upgrade to 9.0.2, next installing cumulative fix).

[christiandeg]

Thanks!

The problem was indeed related to the Internet Connection Settings.
The option EnableAutoDial was set to 1, changed it to 0 and after restart of Outlook problem was resolved.

Now I remember how it was solved before, I want out to the IE settings to check the connection configuration. I did not change anything but probably just opening the properties was enough to change the registry value to 0.
Strange thing is that these settings are controlled by Group Policy, and AutoDial is set be default (never choose a connection).

Probably something wrong in the installtion image of the computer.

[Rob_Wilcox1]

Glad it's sorted for you.