IndexServer error post upgrade from EV5sp5 to EV6sp2

[Lu_K]

I upgrade Enterprise Vault from 5.0 sp5 to 6.0 sp2 without a problem and configuration wizard was completed succesfull.
Now the system is up in read only mode and all users can retrive archived mail.

If I restarat the service in "normal mode", after 30 seconds by Indexing Service started, too many error and warning will be write in the Windows Event Viewer.
The Event Id are 7284 and 7288, and the desccriptions are:

-Failed to add item to the index due to failure loading the item's index metadata. |Reason: No such interface supported |Index Id: 134F533693CC94A429D26CADD47E332CA1110000EVSite.mydomain.int/Volume:7 (MailboxAliasName) |Saveset Id: 526000000000000~200601171608360000~0~D89DA8FD60624EB693BA9F1FCC9A22C |Internal reference: XML II load |

-Addition of item to index abandoned. | |Index: 1201A55BDB2415D4E81C68C896A4561631110000EVSite.mydomain.int/Volume:28 (MailboxAliasName) |Saveset Id: 544000000000000~200601171608430000~0~F0C0957E35B443C5B0081D5AFD8BB6E |Sequence Number: 40986 | |All previous attempts to add the item to the index have failed. To prevent further failures the item will not be indexed. |

This events appear repetitively each 1 second.

The follow is a partial Dtrace Log Files of IndexServer process:
----------------------------------------------------------------
557616:04:20.611 (IndexServer)<5924>EV:HCMessageRegister::RemoveIdentity Message Id: AddItem_20_59840 (hr=Success )|Register: MRIndexServer
557716:04:20.611 (IndexServer)<5924>EV:HCMessageRegister::InsertIdentity Inserting Message Id: AddItem_20_59841 (hr=Success )|Register: MRIndexServer
557816:04:20.611 (IndexServer)<5924>EV:HIndexableItem::FinalConstruct 0x71d720
557916:04:20.611 (IndexServer)<5924>EV:MIndexableItemObject::PopulateFromStream Size:106191
558016:04:20.611 (IndexServer)<5924>EV:MIndexableItemObject::Load Byte array (hr=(null))
558116:04:20.611 (IndexServer)<5924>EV:HCAVUpdator::LoadXmlIndeaxableItem XML load failed. (hr=No such interface supported )|Err: cci
558216:04:20.611 (IndexServer)<5924>EV~EFailed to add item to the index due to failure loading the item's index metadata. |Reason: No such interface supported |Index Id: 1BAEBD01DF255464C983446E412B67F971110000EVSite.mydomain.int/Volume:20 (sqlserver) |Saveset Id: 803000000000000~200602061446130000~0~15A698C9F40948FF923E50072899A74 |Internal reference: XML II load |
558316:04:20.626 (IndexServer)<5924>EV:HIndexableItem::FinalRelease 0x71d720
558416:04:20.642 (IndexServer)<5924>EV:HCMessageRegister::InsertIdentity Inserting Message Id: AddItem_20_59841 (hr=The given Archive current message identity is already in the register )|Register: MRIndexServer
558516:04:20.642 (IndexServer)<5924>EV:HIndexableItem::FinalConstruct 0x71d720
558616:04:20.642 (IndexServer)<5924>EV:MIndexableItemObject::PopulateFromStream Size:106191
558716:04:20.642 (IndexServer)<5924>EV:MIndexableItemObject::Load Byte array (hr=(null))
558816:04:20.642 (IndexServer)<5924>EV:HCAVUpdator::LoadXmlIndeaxableItem XML load failed. (hr=No such interface supported )|Err: cci
558916:04:20.642 (IndexServer)<5924>EV~EFailed to add item to the index due to failure loading the item's index metadata. |Reason: No such interface supported |Index Id: 1BAEBD01DF255464C983446E412B67F971110000EVSite.mydomain.int/Volume:20 (sqlserver) |Saveset Id: 803000000000000~200602061446130000~0~15A698C9F40948FF923E50072899A74 |Internal reference: XML II load |
559016:04:20.642 (IndexServer)<5924>EV:HIndexableItem::FinalRelease 0x71d720
559116:04:20.658 (IndexServer)<5924>EV:HCMessageRegister::InsertIdentity Inserting Message Id: AddItem_20_59841 (hr=The given Archive current message identity is already in the register )|Register: MRIndexServer
559216:04:20.658 (IndexServer)<5924>EV:HIndexableItem::FinalConstruct 0x71d720
559316:04:20.658 (IndexServer)<5924>EV:MIndexableItemObject::PopulateFromStream Size:106191
559416:04:20.658 (IndexServer)<5924>EV:MIndexableItemObject::Load Byte array (hr=(null))
559516:04:20.658 (IndexServer)<5924>EV:HCAVUpdator::LoadXmlIndeaxableItem XML load failed. (hr=No such interface supported )|Err: cci
559616:04:20.658 (IndexServer)<5924>EV~EFailed to add item to the index due to failure loading the item's index metadata. |Reason: No such interface supported |Index Id: 1BAEBD01DF255464C983446E412B67F971110000EVSite.mydomain.int/Volume:20 (sqlserver) |Saveset Id: 803000000000000~200602061446130000~0~15A698C9F40948FF923E50072899A74 |Internal reference: XML II load |
559716:04:20.658 (IndexServer)<5924>EV:HIndexableItem::FinalRelease 0x71d720
559816:04:20.658 (IndexServer)<5924>EV:HCMessageRegister::InsertIdentity Inserting Message Id: AddItem_20_59841 (hr=The given Archive current message identity is already in the register )|Register: MRIndexServer
559916:04:20.673 (IndexServer)<5924>EV~WAddition of item to index abandoned. | |Index: 1BAEBD01DF255464C983446E412B67F971110000EVSite.mydomain.int/Volume:20 (sqlserver) |Saveset Id: 803000000000000~200602061446130000~0~15A698C9F40948FF923E50072899A74 |Sequence Number: 59841 | |All previous attempts to add the item to the index have failed. To prevent further failures the item will not be indexed. |
----------------------------------------------------------------


I already upgrade to version 6.0 sp2 in the past about 10 more EV servers without this strange problems!

How to recover Indexing Service?

[TonySterling]

Is this just occuring for a few ( I saw 3 indexes mentioned) or for several indexes?
It might be worth trying to rebuild.

If you run the dtrace now in 6.0 for indexing you will want to include StorageCrawler, that process is used in converting the items and might have some additional info as to what is going on.

[Lu_K]

The events are occurring for several indexes, they occurring for all users mailboxes.
I hope we don't need to rebuild 20GB index database, maybe to many mounths to recover it :(

I just try to dtrace StorageCrawler, but no Error/warnings about items convertions process.

[TonySterling]

That being the situation hopefully you will not need to do that! :)

I think the key is this line "-Failed to add item to the index due to failure loading the item's index metadata. |Reason: No such interface supported "

What are the details of the EV server? (OS, Outlook, etc)
Where are the indexes located?

[Lu_K]

EV6.0 sp2
Windows 2003 Standard Sp1 - fully patched
SQL 2000 Sp4
Outlook 2003 Sp2 patched as by symantec documentations

I've got good know how about EV upgrade. I got a good understand about EV requirements.

the index database are on NAS (network attached storage) server.

Never problem was on index corruption before upgrade from EV5.0sp5.
The IndexServer error are occurring immediatly after Ev6.0sp2 upgrade!

[TonySterling]

Sorry, I was not trying to imply anything w/ my questions, just wondering what the set up was. :)

When you did the upgrade, was MSMQ empty?

[Lu_K]

No problem! I also prefer receive more question from you than silence :)

Yes, before the upgrade all MSMQ was empty.

Info update:
-IndexCheck.exe tool can check succesfull all Index database without errors
-IndexVolumeReplay.exe cannot find any available Index database

[Lu_K · Accepted solution]

For your information my Idexing service is now working fine.
I solve the problem with remove MSXML3sp5 components and install MSXML3sp7.

I don't know if MSXML3sp7 is supported version because on redistributable Veristas CD is reported the early version MSXML3sp5, but all EV components work without any problems.