Unable to archive emails manually

[Cdee]

When my users are trying to archive mails manually from outlook it wont do anything the icon would change back to normal email. After looking at the event logs on the server found below errors.

 

Event Type: Error
Event Source: Enterprise Vault
Event Category: Archive Task
Event ID: 3172
Date:  11/1/2011
Time:  6:22:13 PM
User:  N/A
Computer: EV
Description:
An ArchiveMarkedItems request has failed.

Mailbox: /o=Company/ou=Users/cn=Recipients/cn=User
Folder:  

Error: Failed to determine the provisioning group for the mailbox .     This mailbox cannot be processed until the Exchange provisioning task has processed the corresponding user's details. Ensure that a provisioning group includes this user and then run the provisioning task.     Error:       (0x80040d21)
==========
 

Event Type: Warning
Event Source: Enterprise Vault
Event Category: Archive Task
Event ID: 3361
Date:  11/1/2011
Time:  6:22:12 PM
User:  N/A
Computer: EV
Description: Failed to determine the provisioning group for the mailbox /o=Company/ou=Users/cn=Recipients/cn=User.

This mailbox cannot be processed until the Exchange provisioning task has processed the corresponding user's details. Ensure that a provisioning group includes this user and then run the provisioning task.

Error: No policy information recorded for this mailbox. Provisioning synchronization may be required.      (0xc0040d13)
===========================
Any idea on how to go about it.

[TonySterling · Accepted solution]

Is it all users?  If yes, do are run now on the provisioning task and make sure it completes successfully.

If it is just a few users, have you verified they are in a provisioning group?

1. Expand "Targets" in the Vault Administration Console.

2. Right-click on "Exchange" and select "Display Policies Assigned to Mailboxes". (Figure 1)

Figure 1
 

3. Type in the user's last name and click on Find at the bottom of the page.

[Cdee]

Just did and it worked thanks for the help, any specific reasons this kind of issue occurs

[TonySterling]

What did you do?  and what worked? 

[Cdee]

Restarted the Provisioning task which took around 15 mins to complete and then tried to archive the mails manually and it worked.

[LCT]

The event logs are self explanatory, you needed to run the provisioning task to update the users' details, perhaps the users were moved between OU, security groups etc. andtheir details were needed to be updated for EV.

Please mark this thread as Solution Resolved for Tony. Thanks.

[TonySterling]

Sounds like your Provisioning Task was hung and not running according to its schedule.  Without going over your Event Logs and knowing what has been going on in the environment it is hard to say with certainty what could have caused it.

My recommendation is to keep an eye on it for the next littly bit.  If you look in the *:\Program Files\Enterprise Vault\ Reports directory you should see a report from that last time provisioning ran.

[MarkBarefoot]

You can also check what level of detail your Provisioning Reports give you. http://www.symantec.com/docs/HOWTO38021