EV 9.0.2 - Event IDs 6469, 6578 & 6629 (after applying hotfixes)

[E-MC2]

During last week the following hotfixes were applied to our Enterprise Vault (EV) Journaling  Archiving server, which is on 9.0.2.

• EV 9.0.2 Hotfix - E-tracks 2495932 & 2217899
• EV 9.0.2 Hotfix - Converter Updates 2654150

Since then, EV has been logging  a large number of errors (6469, 6578 and 6629), which pertain to file conversion. To stop these errors from filling the event logs, the following files have been excluded from being converted: Doc, Docx, Pdf, Ppt, Xls, and Xlsx by means of using the registry key ExcludedFileTypesFromConversion. This does mitigate the majority of the entries, but there are still errors being reported for .rtf files, which have not been excluded.

On the contrary, the same hotfixes were applied to the EV Aailbox Archiving server, but it is very rarely that these errors are reported on that server.

After reviewing the Event logs and DTrace, my research revealed the following:

• Event ID 6469, "An exception has occurred" http://www.symantec.com/business/support/index?page=content&id=TECH177573.
• Event ID 6629, "Unable to convert item content Reason: Conversion failed      (0xc00419e0)" http://www.symantec.com/docs/TECH146281.
• Event ID 6578 "Abnormal error occurred Object: CINSOConverter Reference: L/LIL" http://www.symantec.com/docs/TECH125610.
  • (StorageArchive) <5880> EV:M {CStoreAccessor::SelectStore}|EntryId:<ArchiveID> (found in Dtrace)

Has anyone on this version of EV (9.0.2) experienced this issue? If so, what have you done to overcome it?

[JesusWept3 · Accepted solution]

Best suggestion is to call support, those are a lot of items that you've stopped from being converted to html, and is going to break compliance/discovery

[A_J1]

Hi,

Could you please upload the Dtrace log which you have taken on the affected EV Server..

[EdLacey]

I'll admit I had similar issue before because I didn't read the installation instructions properly and therefore didn't apply the hotfix correctly. Please take a amoment to reread the installation instructions for the Converter updates and confirm you applied the hotfix exactly as per the instructions.

[E-MC2]

Thank you for your feedback, I shall do what you suggested, and let you know what the outcome is.