EV states Restoring Email items but never actually restores.

[workshop777]

Hello All,

We recently had one of our vendors setup EV for Exchange for us.  Everything seems to be running properly to our knowledge.  There is one problem I have been having though.

I currently have a few users who are requesting email to be restored.  We are supposed to use the web based app to restore emails directly back to the users mailbox.  I create a basket for this user and fill in the search terms and EV searches for these emails.  It returns the results as it should as well.  Well I add the specific items to be restored to the basket and when I attempt to restore the basket all the items now state "Restoring".  This all looks correct of course however they never go into "restored" state and are never restored.  Just states restoring and remain that way.  No error messages occur either.  This occurs if it is just one item I am attempting to restore, or 1000 items.

This is all being done using the EV Service account we had created.  The account has access had full access to that archive and the users mailbox.  I am putting in te correct server name for the uses mailbox and alias as well.

Anything in particular to look at for this.  Sorry if I am being to vague.  This is a new product to us.

Thanks in advanced!

H.

[GertjanA]

Hi H.

Restoring can take some time.

Did you try a refresh in the browser window, and did you check outlook?

Best practice is to restore to the 'restored items' location, so you can verify items are being restored.

[workshop777]

Yes I have refreshed multiple times and have checked hours later as well.  I ran this as a test on my own account first as well as a users account and it still doesn't show up in outlook.

Thanks for the suggestions!

[JesusWept3]

the search app really isn't meant for use when restoring bulk items, the limit is around 750 (as nick white pointed out in an earlier thread its more to do with the IIS integration where these limits come from)

[workshop777]

Regardless, this problem still occurs when trying to restore 1 email or 750 emails.

[JesusWept3 · Accepted solution]

OK i re-read your original post, and if you are trying to restore using the EVAdmin account to someone elses mailbox, it will not work, you will most likely find that you have an error in the Event Viewer on the EV server saying that the user tried to restore in to a mailbox that is not their own.

Also make sure that the Shopping Service is running and that you have a valid shopping location set in the properties of the Shopping Service in the Vault Admin Console, but strictly speaking it wouldn't matter regardless, users can only restore mail to their own mailbox and no one elses

[workshop777]

The vendor who set this up for us created a video instructing us on how to do the restore.  In the video he uses the EV Service Account in our production environment.  This account has access to all of our users mailboxes (take ownership and Full mailbox access).  We have also granted it full permission to this particular users vault hence it retrieving results from it.

I'm sorry if I come off as stubborn.  This is how the vendor set it up for us months ago.  This is how it worked at one point as well as displayed in the video he created for training purposes.  Thank you for all your suggestions as well.  I will be sure to look into the Shopping Service and location setting.

This is all done via the EV Search Web App as well from our main EV Server (http://servername/enterprisevault/search.asp .)  No error occurs in the Event Log, no error occurs in the application either.

[JesusWept3]

what version of EV?

What i would suggest is get a DTrace of W3WP, ShoppingService and StorageRestore , after its logging, restart the shopping service and try replicating the issues, do you per chance have any items "stuck" in either in Storage Restore, Storage Spool or R2 queues in your MSMQ?

 

[DavidO]

I assume you are talking about journaling, and not mailbox archiving...

If so, you may want to consider our new End User Search and Restore product that allows users to do their own restores from the journal.

http://www.vault-solutions.com/ourproducts/enterprise-vault-end-user-search-and-restore.html

Dave

Vault Solutions LLC

www.vault-solutions.com