OWA Extension error 500

[Lu_K]

Hi, we have a clustered Exchange 2003 and one Enterprise Vault 6.0 Sp1 (no front end)
All worked fine until we change the EV service domain account password.

I already change the credentials in EV console and restart all EV services.
Now Outlook works fine, but OWA 2003 extension cannot retrive archived mails!!

When double-click is press on archived mail, it open a shortcut with a banner message "The archived item is currently unavailable" and the follow error is write in EV server IIS logfile:
2006-02-19 22:38:04 10.x.x.x GET /EVAnon/restoreo2k.asp vaultid=10DCC92060F90BC459E613A1C2F6F04361110000sitealias.kvs.com&savesetid=812000000000000~200601270002560000~0~484AFF8BE4664DFBBDB827CF1A201FA&mbx=user@kvs.com&server=exchbe&restorelocation=3&foldername=Deleted%20Items 80 - 10.x.x.x - 500 0 0


I already to uninstall, install and configure. No errors in "BackEnd2003Setup.wsf.log" file, reboot, but OWA doesn't work.

Any idea to troubleshoot the "500 error" before open a case to technical support?

[Tremaine]

Did you perhaps also change the EV Anonymous account that you configured for the EVAnon Virtual Directory?

If so you can either manually reconfigure this on the virtual directory and update the registry key HKCU\software\KVS\EnterpriseVault\AnonymousUser (when logged in as the service account) or rerun the OWAUser.wsf script with the new details and make sure that everything is updated correctly.

Cheers

[Lu_K]

thanks Ghost, but I already configure EVAnon Virtual Directory on IIS (with .WSF script) but no difference. OWA Extension cannot retrive Archived mail in OWA style, but I can retrive mail in Enteprise Vault Style.

example:

If I open my mailbox on Exchange 2003 OWA backend, and double-click on archived mail, I open only shortcut and the follow 500 error is write in EV server IIS logs:

2006-02-21 00:11:33 10.x.x.1 GET /EVAnon/restoreo2k.asp vaultid=17B566613C2930C43A95BA2FE8EC24AB41110000sitealias.kvs.com&savesetid=166000000000000~200511140607240000~0~F58B5E1C4576467AAD920A9058838D3&mbx=user@kvs.com&server=exchbe&restorelocation=3&foldername=Deleted%20Items 80 - 10.x.x.2 - 500 0 0


In the shortcut, if I click on a yellow banner (the archived item is currently unavailable. Click here to preview the original item) the mail opens but in EV Style and the follow log is reported on EV server IIS logs:

2006-02-21 00:11:54 10.x.x.1 GET /EVAnon/ViewMessage.asp VaultID=17B566613C2930C43A95BA2FE8EC24AB41110000sitealias.kvs.com&SavesetID=166000000000000~200511140607240000~0~F58B5E1C4576467AAD920A9058838D3&AttachmentID=&Format=WEB&mbxname=user&mbxdom=kvs.com 80 - 10.x.x.2 Mozilla/4.0+(compatible;+MSIE+6.0;+Windows+NT+5.2;+SV1;+.NET+CLR+1.1.4322) 200 0 0

How to troubleshoot EV-OWA errors? can I enable verbose logging about restoreo2k.asp, EVAnon or any Dtrace set?

thanks
Luca

[Tremaine]

Hi Lu K

I find it odd that it stopped working after you reset the VSA password, unless there was an issue when you reset the PW in the Admin console and the Dcom permissions were not updated correctly.

The fact that you can actually retrieve items on the fallback to using the pre-V6 method (HTML rendering) indicates that the EVAnon is configured correctly.

Couple things to check.
Do you get any errors in the event log on the EV server when trying to retrieve an item.
Can you try to login to your OWA session using different permutaions for the login name. (domain\user; UPN and just user)

To set up logging for this will be a twofold process:
1. On the Exchange BE server goto \program file\EV\OWA\EVBackend.ini and set ExchangeDiagnostics to 2.
Save the file. This will create a log file under the OWA\Logging folder for the test user.

2. On the EV server start a dtrace and setup logging for the following:
W3WP
RetrievalTask
TaskController
AgentclientBroker
ShoppingService

3. Restart your OWA session and try to retrieve an item.
4. If you cannot see any obvious reason for the failure from the trace's then send those through to support along with details of the account being used (a LDP dump for the user should be sufficient)

A 500 error will generally indicate that something is going awry on the EV side.

Can you think of anything else that may have changed/been reconfigured over and above the password change?

Cheers

[Lu_K]

Hi Ghost,
after one mounths without answer from tech support, I try to upgrade my enviroment from EV6.0sp1 to EV6.0sp2, and the problem was solved.
Many thanks Ghost for your helpfull information.