Offline Vault Processing window hangs with no progress

[madey]

Recently we have problem with WinXP (SP3) user.The offline vault cannot be updated. it just hang with no progress.

we have check everything and now no idea anymore...:
1) Check DCOM <-- OK
2) Use HTTP 1.1 and also HTTP 1.1 through proxy connections <-- OK
3) able to ping our KVS server
4) reinstall the KVS client

Please help

[Rob_Wilcox1]

What version of the EV client are you using?
Is this when in the office (I assume yes, as you say you can ping the server)?
Do you have a full client trace?

[madey]

EV server : Enterprise Vault 2007 v7.5 SP1
EV client   : v7.0

Attached is the "maximum trace log" from the affected client.Hope this can help for your troubleshooting.

 

[Rob_Wilcox1]

Thanks for attaching that.  I have taken a quick look at it, and here is what I have found so far :

Your version information is :

01/06/2010 14:37:11.706[5464]: CDesktop::GetSetting: 0x0
01/06/2010 14:37:11.706[5464]:     Desktop Setting: SERVERVERSION
01/06/2010 14:37:11.707[5464]:     Value: 7.51

01/06/2010 14:37:12.817[5464]:     Enterprise Vault Client 7.5.1.1397.0 (Full)

We go to get a list of archives :

01/06/2010 14:37:29.559[5048]:  URL to be used is 'http://euhsmmuc03/EnterpriseVault/TreeViewXML.asp?state=0&version=1&archivetypes=9'

But we get back :

01/06/2010 14:37:31.993[5048]: +++ Got NON success code from IIS '401'

Actually we do get a list of folders and things back, but towards the end we are getting the above line.

Does the IIS log on the EV server show anything?  Is there a credentials dialog hiding away behind some of the windows?  Can you try the link above in a browser for this user?

[madey]

Hi Rob,

Thanks for the update,i have check from our server,there is nothing weird from the event viewer :( . any other clue ?

[Rob_Wilcox1]

What is in your IIS logs on the EV server around the times indicated above?

[Ameen]

Hi,

Please also make sure that the below article is followd,
http://seer.entsupport.symantec.com/docs/280977.htm

Ameen.

[madey]

Hi Ameen,

Thanks for the feedback,

Yes,i have check on the client machine,all the form are syncronize. Weard thing is,all the user are WinXP (SP3) users.

Any idea ?

Sorry for the late reply due to long vacation here :)