Retrieving Item from Archive takes a long time

[Thiyagu]

Hi, EV version: EV 8 SP4 Client : Outlook 2003 SP3 Virtual Vault is enabled. Users are not able to retrieve items faster. It sometimes takes 5-10 minutes to retrieve an item. Tried rebuilding the index, didnt help. Has anyone got similar issues? any help/thoughts/suggestions? thanks Thiyagu

[Thiyagu]

Exact error is;
"Enterprise Vault is retrieving your item"

Usual pop up box , which says this, and says "Locating your item"
Check below screenshot:


thanks
Thiyagu

[Rob_Wilcox1]

The first thing is :-

Policy

Do you migrate data off of EV on to secondary storage, eg via NBU ?

The second thing is :-

Known issue

There is a known issue with the 8 SP 4 client whereby items that are in Virtual Vault/Vault Cache are still retrieved from the server (when there is a perfectly good "copy" of the item in Vault Cache).  Take a look at the hotfix mentioned in this link :

http://support.veritas.com/docs/350361

Specifically this issue :

http://support.veritas.com/docs/354789

• 
  
  After installing the 8.0 SP4 Outlook Add-In's (HTTP or DCOM), users are no longer able to access their Vault Cached items due to the items not being retrieved from Vault Cache when shortcuts are opened.

[Thiyagu]

Thanks for responding Rob.

1. No Data migration , everything is stored in Centera.

I will check those two hotfixes and update you.

thanks
Thiyagu

[Nick_White]

In addition to Rob's comment could you check that the primary connection point on the Centera is up and available? You will get a noticable delay in recalling items as the Centera will normally try for 60 seconds on the primary before failing over to the secondary

[Thiyagu]

Thanks Nick,

I tried to test connection on the Centera , on all the different Vault Partitiions and they test out successfully, i dont think centera is an issue, becoz we use same centera on another server as well.

Is there any upgrade  or maintainence going on the symantec webpage?
i am not able to open this kb article links given by Rob.

http://support.veritas.com/docs/350361

http://support.veritas.com/docs/354789

It gives me this message:
"""
Document: 354789 has been migrated to the our new knowledge management and search solution featuring InQuira's technology.
We are redirecting you to the latest copy of this document in our system. If you have JavaScript disabled, this redirection will fail and you should click here: http://www.symantec.com/business/support/index?page=content&id=TECH130470 to get the latest version of this document.
Thank you,
Symantec Global Enterprise Support Services. If you feel this is in error please Contact Technical Support.

"""

thanks
Thiyagu

[Rob_Wilcox1]

There is a "small" bug with the new knowledge management system... IT is working on it.

[Rob_Wilcox1]

The issue with the knowledge management system appears to be fixed

[Thiyagu]

Hi Rob,

I tried installing the hotfix which you have mentioned and that didnt help either.
I took some minimal tracing on the client when the item take a long time to retrieve and when we get that dialog box which i pasted in the second post.
Below is the log:

05/08/2010 07:57:48.409[5452]: Waiting for DownloadBytes thread, THID=2640 to exit
05/08/2010 07:57:48.410[2640]: CThreadManager::Remove thread THID=2640
05/08/2010 07:57:48.410[5452]: ::CInternetReconnect - refCount : 1
05/08/2010 07:57:48.411[3452]: ConcurrentDownloadMgr: Storing downloaded message '(null)' [0].
05/08/2010 07:57:48.411[3452]: A COM error occurred: 0x80040205
05/08/2010 07:57:48.411[5452]: EVMSP: <Inbox> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040205

thanks
Thiyagu

[Rob_Wilcox1]

Hmm, can you attach the full log?

[Thiyagu]

No authentication prompt.
it does reach the EV server, i check the IIS logs.
It happens on all kind of message, it could be big / small.

 

[Rob_Wilcox1]

Hmm, what happens if you go to the download.asp URL (copy and paste it) ?

[AndrewB]

i have seen this before and the authentication prompt might be hidden behind another window. once you fill in the proper credentials it fixes the issue. be careful because by default it prompts for EVSERVER\Username where it should be DOMAIN\Username.

[JesusWept3]

have seen this happen when upgrading a client that had offline vault to Virtual Vault, simple removal of OV resolved it, then set up for Vault Cache going forward

[Thiyagu]

JesusWept2,

We didnt have OV enabled before, this was a direct VV setup.

AndrewB,

Sometimes back we used to get the authentication prompt, but now it stopped.

[JesusWept3]

could you try setting up a new mail profile for the user and make sure its not in cached mode or using VC/VV and try again?

[Thiyagu]

we never used cached mode at all.

[Thiyagu]

Will this be enough?

05/08/2010 07:57:11.578[3452]: Key: FW: mailbox~xx, xx~2010-07-27T07:00:59~IPM.Note~1
05/08/2010 07:57:11.578[3452]: Hash: 7c3dac488becdeadb9c6681206a711ed
05/08/2010 07:57:11.578[3452]: CONTENT:STORE: Using main storeIdMap
05/08/2010 07:57:11.578[3452]: CONTENT:STORE:     Query store map: /ITEMS/ITEM[@SSID='201008030837077~201007270700590000~Z~8001C1E57B6D7DED88A076533167D8B1']
05/08/2010 07:57:11.579[3452]: CONTENT:STORE: Using cached storeIdMap
05/08/2010 07:57:11.579[3452]: CONTENT:STORE:     Query store map: /ITEMS/ITEM[@HAID='7c3dac488becdeadb9c6681206a711ed']
05/08/2010 07:57:11.580[3452]: CONTENT:STORE:     Result: ENTRYID = (null) DBID = 0
05/08/2010 07:57:11.580[3452]: CONTENT: Item not in cache. Fetching item.
05/08/2010 07:57:11.581[3452]: ConcurrentDownloadMgr: Downloading message.
05/08/2010 07:57:11.581[5452]:     Desktop Setting: SERVERVERSION
05/08/2010 07:57:11.581[5452]:     Value: 8.04
05/08/2010 07:57:11.581[5452]:     Desktop Setting: DefaultWebAppURL
05/08/2010 07:57:11.582[5452]:     Value: http://srv01/EnterpriseVault
05/08/2010 07:57:11.582[5452]: sHeader = [Accept-Language:en]
05/08/2010 07:57:11.584[5452]: Attempting connection to (http://srv01/EnterpriseVault/clienttest.gif)...
05/08/2010 07:57:11.643[5452]: Connected - Returned status code(200)
05/08/2010 07:57:11.644[5452]: Internet connection state = 1 (flags = 18)
05/08/2010 07:57:11.644[5452]: Successfully contacted the EV web server using: http://srv01/EnterpriseVault
05/08/2010 07:57:11.645[5452]:     Desktop Setting: SERVERVERSION
05/08/2010 07:57:11.646[5452]:     Value: 8.04
05/08/2010 07:57:11.646[5452]:     Desktop Setting: DefaultDoubleClickView
05/08/2010 07:57:11.646[5452]:     Value: 0
05/08/2010 07:57:11.646[5452]: Downloading from: http://srv01/EnterpriseVault/download.asp?VaultID=150263EC243861547B7D30704BCADEB801110000srv&SaveSe...
05/08/2010 07:57:11.647[5452]: ::CInternetReconnect - refCount : 1
05/08/2010 07:57:11.648[5452]: Downloading: http://srv01/EnterpriseVault/download.asp?VaultID=150263EC243861547B7D30704BCADEB801110000srv&SaveSe...
05/08/2010 07:57:11.649[5452]: CThreadManager::Add thread THID=2640
05/08/2010 07:57:11.649[5452]:     Desktop Setting: VVHideProgressWithReadingPane
05/08/2010 07:57:11.650[5452]:     No Value
05/08/2010 07:57:11.650[5452]:  VVHideProgressWithReadingPane = 0 [default]
05/08/2010 07:57:11.650[5452]:     Desktop Setting: DOWNLOADSHORTCUTHIDEPROGRESS
05/08/2010 07:57:11.651[5452]:     Value: 10
05/08/2010 07:57:11.651[5452]:  DOWNLOADSHORTCUTHIDEPROGRESS = 10 [Desktop Setting]
05/08/2010 07:57:11.651[5452]: Download progress dialog delay set to 10 seconds.
05/08/2010 07:57:11.673[2640]: sHeader = [Accept-Language:en]
05/08/2010 07:57:21.642[5452]:     Desktop Setting: CUSTOMLOGINMESSAGE
05/08/2010 07:57:21.642[5452]:     No Value
05/08/2010 07:57:48.409[5452]: Waiting for DownloadBytes thread, THID=2640 to exit
05/08/2010 07:57:48.410[2640]: CThreadManager::Remove thread THID=2640
05/08/2010 07:57:48.410[5452]: ::CInternetReconnect - refCount : 1
05/08/2010 07:57:48.411[3452]: ConcurrentDownloadMgr: Storing downloaded message '(null)' [0].
05/08/2010 07:57:48.411[3452]: A COM error occurred: 0x80040205
05/08/2010 07:57:48.411[5452]: EVMSP: <Inbox> [Common::GetFullItem] Failed to obtain message from the CC: A COM error exception has been caught:80040205

thanks
Thiyagu

[Rob_Wilcox1]

Following from this bit of the trace :

05/08/2010 07:57:11.648[5452]: Downloading: http://srv01/EnterpriseVault/download.asp?VaultID=150263EC243861547B7D30704BCADEB801110000srv&SaveSe...

Does the user get an authentication prompt?  I'm thinking that they do given the delay here :

05/08/2010 07:57:11.673[2640]: sHeader = [Accept-Language:en]
05/08/2010 07:57:21.642[5452]:     Desktop Setting: CUSTOMLOGINMESSAGE
05/08/2010 07:57:21.642[5452]:     No Value

Does the request above get to the EV server?  Can you look in the IIS logs?

Is the message particularly "big" ?

[Rob_Wilcox1]

I think we need to see the full log to be fair.