Symantec Enterprise Vault - Symantec Enterprise Vault - Error

[FutureReliance]

Hi There

We are getting number users complaining that they can't access their Old attachments.

Most are getting this error.

Symantec Enterprise Vault - Error

The requested item is no longer in the Vault.

Not all attachments but a quite a few. 

We havn't made any changes to the system or policies.

Please help.

Product: Enterprise Vault 2007 version: V7.5

[JesusWept3 · Accepted solution]

Either Storage Expiry is enabled or the user has deleted them.

To check for a deletion, usually the easiest way is to see if they can find the item in Search.asp or ArchiveExplorer, because if its gone from the index, then that would mean that it has been deleted.

You can check the event logs on the EV Server to see if there were any errors trying to retrieve the item.
Also if they can find the item in Archive Explorer and open it, then that would mean you have a client issue (maybe you have DisablePST and Disable PST Growth registry keys set?)

If you can find them in AE and Search but cant find the files, then it may mean the physical DVS files have gone missing on the storage side of things, or maybe something is missing in the SQL databases.

Usually though, the simplest explanation is the correct one.
Users went to Archive Explorer or Search or Virtual Vault and deleted the item, they then go back a few months later where they still have the shortcut in the mailbox and then it says the item no longer exists.

If this is the case then suggest turning on Orphaned Shortcut Deletion within your policies, as when you delete from Search, or Archive Explorer or Virtual Vault, it will not go and delete the shortcut with it.

The same is true for Storage Expiry, when that runs it will not delete the shortcuts, it is up for the Orphaned Shortcut Deletion process to get rid of them.

 

[MarkBarefoot]

Maybe you have Storage Expiry enabled and aren't deleting expired Shortcuts?

Storage Expiry

The Enterprise Vault Storage service automatically deletes items from archives

when their Retention Periods expire.

Storage Expiry does not delete mailbox shortcuts to the items that it deletes.

To set up Storage Expiry

1 In the left pane of the Administration Console expand the hierarchy until

the appropriate vault site is visible.

2 Using the right mouse button, click the vault site.

3 From the shortcut menu, select Properties.

The Site Properties are displayed.

4 Select the Storage Expiry tab.

5 Select the settings you want to use and click OK.

Shortcut Deletion

You are recommended to run Shortcut Deletion at the end of the Storage Expiry

run, so that it removes shortcuts to items that have been deleted from archives

by Storage Expiry. Shortcut Deletion begins at the time you specify and then

runs to completion. You cannot schedule it to run it more than once each week.

You can define separate maximum ages for shortcuts in users' mailboxes and for

shortcuts in public folders.

To set up Shortcut Deletion

1 In the left pane of the Administration Console expand the hierarchy until

the appropriate vault site is visible.

2 Using the right mouse button, click the vault site.

3 From the shortcut menu, select Properties.

The Site Properties are displayed.

4 Select the Shortcut Deletion tab.

5 Select the settings you want to use and click OK.

[FutureReliance]

Thanks guys..

After further digging i find that all emails from certain date (23rd July 2010) email attachments cannot be opened for all users.

I have checked the Storage Expiry.

Base Expiry on - Archived date is selected

Emails can still be accessed but not the attachments.

How do i go about retrieving these emails.

HELP!!

[JesusWept3]

Call support, they will go through and run an EVSVR to make sure you dont haev any data loss etc

[MarkBarefoot]

EVSVR isn't appicable to this as EV is v 2007. You will need to place a call with Support who should be able to help you, they will be able to provide you with the tools that EVSVR superceeded (VSVerify and DVSChecker)

Did you check using Archive Explorer or Search? Also, are you getting the error opening a shortcut or clicking on the attachment link? Would be odd it if were just the attachment as expiry would expire the item (i.e. the mail and attachments, or at least remove the sharing attributes on the .DVS file as part of SIS)

[JesusWept3]

Regardless of 2007 or above some tools will need to be run, so the point still stands Thanks for correcting me though, much appreciated