Vault Cache content disappears for few users

[ABHIJIT_BANSODE]

Hello All,

We are using EV 10.0.4 on Windows Server 2008 R2 Sp1.

EV Outlook addin version: 9.0.4

Client Operating system: Windows 7

We initially had couple of users who complained that the Vault Cache content is missing. However since then everday we have 2-3 users who complain the same.

When we perform the Reset, The hierarchy and contents are back however the issue reoccurs after few days.

Please provide pointers to get rid of the issue.

Regards

[JesusWept3 · Accepted solution]

Would probably start with getting the client on 10 SP4 CHF3 Client and also applying 10 SP4 CHF3 on the servers as well, but really there have been a lot of improvements in the EV Outlook Add-In since 9 SP4 and really should match the server version you're using 

But honestly for this would need to see client logs.
I know from my experience i've seen issues where Windows Desktop Search locks the DB files and when you try to retrieve items, it fails, turning Vault Cache off for Windows Desktop Search resolves that issue

Also is the item there and you just cant retrieve it? or is the item physically missing but you can see it in Archive Explorer?

[ABHIJIT_BANSODE]

The item can be seen in archive explorer however in outlook client under Virtual Vault we can see the hierarchy, but not the contents. Also,I have attached dtrace of the same. 

URGENT HELP REQUIRED!!!

[JesusWept3]

For urgent help contact support

[AndrewB]

without a doubt get the newest EV client on there like JW suggested and apply CHF3 to your EV servers when you can. those are basic things support will want you to do anyway.