enterprise vault is unable to retrieve this archived item 8.0.4

[Sarah_Seftel1]

Hi

I have a client who cannot retrieve his e-mails from VV.

from archive explorer the files are opening correctly.

I opened his profile on a new computer, used cached mode exchsnge and gave the VV time to synchronize.

After it gives the "synch complete" I'm trying to open an item through VV and get the scroll bar of :trying to locate the item" and in the end it opens and I get "enterprise vault is unable to retrieve this archived item. there was a problem opening this item. please try again later"

I run a client DTRACE and don't realy know what is it I;m looking for there.

in the KVS folder i have the DatabaseList.ini but it's empty, so I guess it's related.

BTW - antivirus in not scanning the folders on the storage.

[RahulG]

Did u tried reseting the vaut cache ?

[JesusWept3 · Accepted solution]

Well i don't think you need to reset the vault cache, because its such a sledgehammer approach

but what i will say is use the EV9 SP1 Cumulative Hotfix client
We've had a lot of issues with VV including what you're seeing

http://www.symantec.com/business/support/index?page=content&id=TECH158130&actp=search&viewlocale=en_...

I think the issue you have is where the client kept malforming the XML and won't retrieve email properly

[Sarah_Seftel1]

Rahul - I tried resetting - didn't help.

JesusWept - upgrading is impossible at the moment (it's 15 ev servers on VCS cluster). 

I don't think anyone would like to upgrade 15 servers at the moment because of one user, so I have to find a alternativev sulotion for now

Thanks :)

Sarah

[JesusWept3]

nono, not upgrading EV, upgrade the Client!!!

[Sarah_Seftel1]

that makes the whole diffrence ha?

will check tomorrow and update!

thanks :)

[Rob_Wilcox1]

I can see :

11/05/2011 13:45:18.304[4452]: Downloading: https://serverVS06.il.Company.corp/EnterpriseVault/download.asp?VaultID=1D4EFBFA8FEB1384F818E40E481C0A5BC1110000XXXEVVS01&SaveSetID=201105105062155~201003042343040000~Z~E03FB70F0994A70B96F84E944C75A491&FormatType=Unicode&Client=EV9.0.1.1090-Outlook12&Format=MUD&AttachmentID=0

Followed by :

11/05/2011 13:45:18.308[4452]: CThreadManager::Add thread THID=4920

11/05/2011 13:45:18.315[4920]: CDownloadBytesImpl::FetchDataInThread

11/05/2011 13:45:18.315[4920]: CDownloadBytesImpl::ThreadMain

11/05/2011 13:45:18.315[4920]: CDownloadBytesImpl::InitCritSect

11/05/2011 13:45:18.316[4920]: ~CDownloadBytesImpl::InitCritSect

11/05/2011 13:45:18.316[4920]: CDownloadBytesImpl::OutlookExiting

11/05/2011 13:45:18.316[4920]: ~CDownloadBytesImpl::OutlookExiting

11/05/2011 13:45:18.317[4920]: CDownloadBytesImpl::Connect: 0x0

11/05/2011 13:45:18.319[4920]: DesktopCommon::GetEVUserAgent: 0x0

11/05/2011 13:45:18.320[4920]: DesktopCommon::GetClientDLLVersion: 0x0

11/05/2011 13:45:18.321[4920]: ~DesktopCommon::GetClientDLLVersion: 0x0

11/05/2011 13:45:18.322[4920]: ~DesktopCommon::GetEVUserAgent: 0x0

11/05/2011 13:45:18.322[4920]: CInternetHelper::OpenURL

11/05/2011 13:45:18.335[4920]: DesktopCommon::GetIELanguageHeader: 0x0

11/05/2011 13:45:18.335[4920]: sHeader = [Accept-Language:en]

11/05/2011 13:45:18.336[4920]: ~DesktopCommon::GetIELanguageHeader: 0x0

...

11/05/2011 13:45:48.851[4452]: CDownloadSTA::DialogMsg: WM_COMMAND IDABORT

11/05/2011 13:45:48.852[4452]: CDownloadBytes::SetDlg

11/05/2011 13:45:48.852[4452]: CDownloadBytesImpl::SetDlg

11/05/2011 13:45:48.852[4452]: ~CDownloadBytesImpl::SetDlg

11/05/2011 13:45:48.852[4452]: ~CDownloadBytes::SetDlg

11/05/2011 13:45:48.862[4452]: ~CDownloadSTA::DialogMsg: WM_COMMAND IDABORT

11/05/2011 13:45:48.863[4920]: ~CInternetHelper::OpenURL

11/05/2011 13:45:48.863[4920]: ~CDownloadBytesImpl::Connect: 0x80004005

11/05/2011 13:45:48.863[4920]: CDownloadBytesImpl::OutlookExiting

11/05/2011 13:45:48.863[4452]: CDownloadBytes::End

11/05/2011 13:45:48.863[4920]: ~CDownloadBytesImpl::OutlookExiting

11/05/2011 13:45:48.864[4452]: CDownloadBytesImpl::End

11/05/2011 13:45:48.864[4920]: CDownloadBytesImpl::OutlookExiting

11/05/2011 13:45:48.864[4452]: Waiting for DownloadBytes thread, THID=4920 to exit

11/05/2011 13:45:48.864[4920]: ~CDownloadBytesImpl::OutlookExiting

11/05/2011 13:45:48.865[4920]: CDownloadBytesImpl::DeleteCritSect

11/05/2011 13:45:48.865[4920]: ~CDownloadBytesImpl::DeleteCritSect

11/05/2011 13:45:48.866[4920]: CDownloadBytesImpl::Complete

11/05/2011 13:45:48.866[4920]: ~CDownloadBytesImpl::Complete

11/05/2011 13:45:48.866[4920]: ~CDownloadBytesImpl::ThreadMain

11/05/2011 13:45:48.866[4920]: CThreadManager::Remove thread THID=4920

11/05/2011 13:45:48.867[4920]: ~CDownloadBytesImpl::FetchDataInThread

And

unless I'm mistaken you're already running the roll-up client, that JW2 mentioned :

11/05/2011 13:45:12.273[4452]:     Enterprise Vault Client 9.0.1.1090.0 (HTTP)

11/05/2011 13:45:12.273[4452]:     Microsoft Windows XP Professional Service Pack 3 (Build 2600)

11/05/2011 13:45:12.274[4452]:     Intel(R) Pentium(R) Dual  CPU  E2180  @ 2.00GHz x86 Family 6 Model 15 Stepping 13;

11/05/2011 13:45:12.274[4452]:     Microsoft Outlook 2007

I would suggest :

a/  Check that the client IE setting isn't checking for server certificate revocation

b/  Check what happens when you enter the HTTPS URL above, manually in IE on the client machine.  Does it retrieve the item, properly?  Does it take a long time? i.e. more than 30 seconds that we wait above.

c/  What (if anything) ends up in the IIS logs, 30 seconds later, on the EV Server

d/  Check IIS permissions .. can the user get to https://serverVS06.il.Company.corp/EnterpriseVault

e/  What is your content policy set to for VC..  no content, full content, or store only stuff which has been accessed by the client?

f/  Do you ONLY have a databaselist.ini file?  No .MDC file?

g/ Is this every message, regardless of size, or certain messages, above a particular size?

[Sarah_Seftel1]

I upgraded to client 9.0.2, did the full vault cache reset and now it's working again...

thanks for your help huys!

Sarah.

[Rob_Wilcox1]

Glad you have it sorted.