Mailbox exchange task not working

[Claire_Wilson]

Hi all,

We're running Enterprise Vault 7.5 and we're recently had some issues with the exchange task.

Whenever a user manually tries to archive an email the icon changes to "Pending" and stays like that, the e-mail is never added to the vault. E-mails older then 6 months are also meant to be archived automatically but this is not happening.

The task is running and there are no errors in the event log. I've tried running the task in report mode but no report appears in the Enterprise Vault\Reports folder.

 This is a recent issue, the emails had been archiving fine before now. The only recent change was that EV was moved to a new server. However, it was tested after and everything was working fine.

Anyone have any ideas?

Thanks
Claire

[Nick_White]

Are any entries appearing on the mailbox archiving task message queues? A dtrace of the Archiving task including a start up of the task might also give some clues as to what is going on

[Claire_Wilson]

Hi Nick, thanks for the suggestion. Unfortunately I don't know where to check the queues! Is it somewhere in the Vault console?

Thanks

Claire

[RahulG]

You would need to check that in computer mangement --apllications and services ---MSMQ --Private queues....

[RahulG]

Incase if your vault store is configured to remove safety copies after backup, then the icom for the item would chage from pending to a normal archive icon once you have performed the backlup of your vault stroe

some document which you can refer

http://support.veritas.com/docs/316761 Why items may get 'stuck' in a Pending State - Basic Archive Process.

http://support.veritas.com/docs/354395 When attempting to archive S/MIME signed email manually or during a scheduled archive, email item will change to Pending, then revert back to an unarchived item.

 http://support.veritas.com/docs/308675 Some archived emails show the Enterprise Vault Pending Archive icon while other archived emails show the Enterprise Vault archived icon in the same mailbox.

http://support.veritas.com/docs/281339 Archived items (emails) remain in Archive Pending state in Enterprise Vault (EV) for Microsoft Exchange

http://support.veritas.com/docs/273157  How to cancel items in an "archive pending" state in Enterprise Vault (EV) for Microsoft Exchange.

[Claire_Wilson]

Thanks Rahul.

I've checked the queues and discovered the following:

• A1 has 1 item in it
• A2 has 573 items
• A3 has 13
• A5 has 9 and
• A6 has 1

Not sure what the next step is there but I checked those articles and one of the links says to edit some values in the registry to ensure the vault is not read only. I checked this location:

HKEY_LOCAL_MACHINE
\Software
\KVS
\Enterprise Vault
\Storage

for these keys:

• EnableArchive
• EnableExpire
• EnableFileWatch
• EnablePSTMigrations
• EnableReplayIndex

but they aren't there. Should I just create them or does this spell bigger issues?

Thanks

Claire
 

[RahulG]

The registry keys are ideally created to perform backup of enteprise vault ..

[Claire_Wilson]

Sorry, forgot to say, the safety copies are set to be removed immediately.

[Claire_Wilson]

I'm a bit confused, we use Symantec Backup Exec to backup the vault. Should I create the keys manually?

[MichelZ]

Forgive me for that, but: Have you tried rebooting the server? :)

[Claire_Wilson]

Yes, I did :) Wish it was that simple!!

[Nick_White]

As there are items stuck in the A2 and A3 queue, getting a trace of the Archiving task is definitely going to be the way to go here. The task should be picking up those entries regardless of whether storage is read-only or not; items would be queuing on the Storage Archive queue if the problem was there. You could also check the properties of the Archiving task to make sure that it's not set to report mode and also that the scheduled period hasn't been cleared

[Claire_Wilson]

Thanks Nick, I did the dtrace but can't see any errors, I've attached it to the post and I'd be grateful if someone could take a look.

I checked the properties and it's in normal mode and the schedule is set to run hourly.

Claire

[MichelZ]

That log is way too small.

Can you try that again and then do a "Run Now" on the archiving task?

Try doing 10 minutes instead of 5

Cheers

[Claire_Wilson]

Hi Michel, here's the trace for 10 minutes, it's not that much bigger though!

[MichelZ]

OK, that's somehow unexpected, as there is absolutely NO archiving activity going on.

You might want to open a case with Symantec for this, sorry.

[RahulG]

Also just make sure you are not ruunign the task in report mode ...

Check the properties of the Mailbox archiving task and make sure run task in report mode is not selected ...

Also try running the task in report mode and see if the report is generated ..

[RahulG]

OOPs...sorry you have already tried running the task in report mode ....

As tehre are items stuck in quue you probably need to purge the Queues...

Do not purge the a1 Queue as it would result into duplicate items in the users archive.

http://support.veritas.com/docs/337716

http://support.veritas.com/docs/276082  How to purge Microsoft Message queues (MSMQ) as part of Enterprise Vault (EV) administration tasks

Also you can refer the document which I suggested previous to turn the pending items to normal email , but before that make sure the item is not in the archive (you can check this by opening the archive exporere or searching the item in the archive )

 But would suggest you to call support before you purge any queue.

[Nick_White]

That's really odd that there is no trace at all from archivetask. If you stop the task, then start dtrace and then start the task does it throw anything into the log file?

[Claire_Wilson]

Nick, I followed your instructions, looks a bit better but I still can't see any errors