One mailbox out of 9,000 will NOT show up in EV to enable

[GianniCool]

Hello again,

I have a client that has a mailbox on exchange that will not show up in EV in order to enable it for archiving.  We have deleted the mailbox, even deleted the user account in AD, and still does not show up in EV.  There is another user that has the same first initial, last name combo, but the have different e-mail addresses and are on different Exchange servers.  Also, the user does not have the icons in his Outlook.  One more thing, my client has other e-mail addresses similar (first initial, last name), but has no problem with these in enabling them in EV.  I read some other similar posts to this issue, but not familiar with the "zap" utility.

Please help!

-Thanks!
-John

[JesusWept3]

OK so you need to do the following

1. Make sure that the exchange servers and domain are added as a target properly
    - if the users exchange server isn't targeted, the users won't be provisioned

2. Make sure that the users in question are targeted by a provisioning group 
    - if the user is not provisioned, that means they cannot be enabled
    - if the exchange server and the provisioning is already set, put the report mode to full and re run provisioning
    - afterwards go to the \Enterprise vault\Reports directory and find the latest ProvTask report and see if the user is listed

3. Check the event viewer log to make sure theres no errors in regards to provisioning users

It is also possible the users have been disabled somehow with in EV or that they are already enabled which is why they dont show in the enable mailbox wizard
but then that user would have an archive in the Archives list with in the admin console

Also note that the user will not have any icons in their outlook until the outlook add in has been installed and the user has been enabled correctly.
Zapping the mailbox will also be of no use due to the fact that all that does is remove the hidden message and disables the user, removing all custom EVPM scripts and such, but again if they're not enabled they wont have any of that, and the zap won't work because the user won't be found within EV.

One thing you could also do is make sure they're in the ExchangeMailboxEntry table.
If you connect to the SQL Server that hosts the EnterpriseVaultDirectory database, you could run a query like this

USE EnterpriseVaultDirectory
SELECT *
FROM ExchangeMailboxEntry
WHERE MbxAlias = "users Name"

Or you can also search on "WHERE legacyDN = " or NTUser etc


Also note that if you are targeting multiple domains and the exchange server is in another domain than EV, you may be required to enter a specific Global Catalog server for EV to run its LDAP queries against.

 

[GianniCool · Accepted solution]

Thanks!  This article fixed the issue:

http://seer.entsupport.symantec.com/docs/292785.htm