Retrieval task errors - event id 8392 & 2257

[LGC]

We have EV7.5

We have a new Exchange server and have created a Mailbox Archiving Task for this server which is running. We are seeing errors in the event log event id 8392 & 2257 (retrieval service could not be started due to startup errors) but users don't seem to be having any issues.

We ran a dtrace and below is some of the output:

817 09:28:23.417  [9664] (RetrievalTask) <10580> EV:M CRetrievalAgentTask::Initialise - Com Result [0x80004005]
818 09:28:23.417  [9664] (RetrievalTask) <10580> EV:M CRetrievalAgentTask::Initialise (Exit) |Unspecified error  [0x80004005] |
820 09:28:23.417  [9664] (RetrievalTask) <10580> EV:M CBaseDirectoryServiceWrapper::CreateDirectoryService() - Entry [m_nNumTries = 1]
821 09:28:23.432  [9664] (RetrievalTask) <10580> EV:L CBaseDirectoryServiceWrapper::CreateDirectoryService() - Successfully communicated with an EV Directory Service on the local machine
822 09:28:23.432  [9664] (RetrievalTask) <10580> EV:L CDirectoryVaultObject::GetAttributeListFromType Unknown type - Task
823 09:28:23.432  [9664] (RetrievalTask) <10580> EV~E Event ID: 8392 The EnterpriseVault.DirectoryVault object reported an error.| |A call to the system function SafeArrayGetElement() failed with|The parameter is incorrect.|Internal reference: GAV| |
824 09:28:23.432  [9664] (RetrievalTask) <10580> EV~E Event ID: 8392 The EnterpriseVault.DirectoryVault object reported an error.| |An attempt to retrieve an attribute value has failed. Attribute supplied Name.| |
825 09:28:23.432  [9664] (RetrievalTask) <10580> EV~E Event ID: 2257 The Retrieval Task '10E3C9760E8511A488774CF17BC444D211012000FFKVAULT' could not be started due to startup errors. |
826 09:28:23.432  [9664] (RetrievalTask) <10580> EV:L CAgentTaskLoader::DeInitialiseTaskLoader (Entry) |
827 09:28:23.432  [9664] (RetrievalTask) <10580> EV:M CAgentTaskLoader::DeInitialiseTaskLoader (Exit) |Success  [0] |
828 09:28:23.432  [9664] (RetrievalTask) <10580> EV:M CAgentTaskLoader::TaskMain (Exit) |Unspecified error  [0x80004005] |
829 09:28:23.448

Does anyone have any ideas? We've checked the GC dependencies but that doesn't seem to be the issue.

Also when we created the mailbox archviing task it didn't give us the option to automatically create the mailbox for the task and we had to create it manaully in AD and then link it. As far as I am aware it should allow you to create it when creating the new mailbox archiving task.

Thanks in advance for any responses.

[Maverik]

Hi,

This one can be a little tricky to be honest. 

In regards the creation of a system mailbox automaticllay or during the wizard I dont believe that is true of newer versions of EV, though I know going back to 5 and possibly 6 it did do this.

The first thing I would is delete the mailbox archiving task and then recreate with a new system mailbox.  I would also repeat the above with Directory Service as well. 

Beyond that as I said this one can be a little tricky so I would log a case with Symantec.

[LGC]

Thanks.

We managed to resolve this ourselves. As part of previous troubleshooting we had removed the mailbox archiving task and recreated it on our other EV server. When doing this it created the queue's in MSMQ on both servers and there were some messages in the r2 queue which were linked to the deleted mailbox archiving task. We purged these messages and the errors have stopped.