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Unable to open some items via the web app: Failed to get the document from the Storage Service

EV 11.0.1 + CHF2
Windows 2008 R2

Intermittently we're seeing the error "Failed to get the document from the Storage Service" when viewing items and attachments in the web app.
error.png


We can use 'View Whole Item', no problem. I'm not sure what's going on with the web app. There aren't any errors reported in the Event logs when this problem occurs but I do see this in the IIS logs:

 

2015-08-20 14:02:00 GET /EnterpriseVault/properties.asp VaultID=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXvault&PVID=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXvault&SavesetID=XXXXXXXXXXXXXXX%7EXXXXXXXXXXXXXXXXXX%7EZ%7EXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX&attachment=1|-|ASP_0147|500_Server_Error 80 DDD\UNAMEXXX Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729;+.NET4.0C;+.NET4.0E) 500 0 64 25178
2015-08-20 14:02:00 GET /EnterpriseVault/properties.asp VaultID=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXvault&PVID=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXvault&SavesetID=XXXXXXXXXXXXXXX%7EXXXXXXXXXXXXXXXXXX%7EZ%7EXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX&attachment=1|-|ASP_0147|500_Server_Error 80 DDD\UNAMEXXX Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729;+.NET4.0C;+.NET4.0E) 500 0 64 24726
2015-08-20 14:02:00 GET /EnterpriseVault/properties.asp VaultID=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXvault&PVID=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXvault&SavesetID=XXXXXXXXXXXXXXX%7EXXXXXXXXXXXXXXXXXX%7EZ%7EXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX&attachment=1|-|ASP_0147|500_Server_Error 80 DDD\UNAMEXXX Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729;+.NET4.0C;+.NET4.0E) 500 0 64 10998
2015-08-20 14:02:00 GET /EnterpriseVault/properties.asp VaultID=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXvault&PVID=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXvault&SavesetID=XXXXXXXXXXXXXXX%7EXXXXXXXXXXXXXXXXXX%7EZ%7EXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX&attachment=1|-|ASP_0147|500_Server_Error 80 DDD\UNAMEXXX Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729;+.NET4.0C;+.NET4.0E) 500 0 64 10608

 

Has anybody seen this "ASP_0147|500_Server_Error" before or have an idea on why I'm seeing it? Some of the info I've come across on the web says it could be a "resource problem" but nothing has been real helpful in getting to the bottom of this.

 

 

3 Replies
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If you dtrace W3WP and

If you dtrace W3WP and Storage do you see any errors?

Any other environmental factors that could come into play maybe? TMG, load-balancer?

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Have you restart enterprise

  1. Have you restart enterprise vault services

  2. How many users are facing this issue?

  3. When you identify this issue.

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Dont suppose you use McAfee

Dont suppose you use McAfee at all per chance?

https://www.linkedin.com/in/alex-allen-turl-07370146