Troubleshooting Offline Vault and what to gather for support!!

[Maverik]

Problem building, or a suspected incomplete build of, Offline Vault

Capture a client trace.

1. Open Outlook on the client.
2. Hold the Ctrl+Shift keys and click on any of the EV icons on either:
- The toolbar
- The menu
This will launch the EV Diagnostics window.
3. Click the 4 - Maximum tracing radio button.
4. Click OK.
5. Click OK.
6. Close Outlook.
7. Reopen Outlook.
8. Repeat the operation that is generating the error.
9. Hold the Ctrl+Shift keys and click on any of the EV icons on the toolbar to bring up the EV Diagnostics window.
10. Click the Open Log button.
11. Save a copy of the ev_client_log file and send it to the Technical Support representative.
12. Close the ev_client_log.
13. Reset Level of logging required: to 1 - Errors only.
14. Click OK.
15. Click OK.
16. Close Outlook.

Enabling Client Tracing via the registry if the above procedure fails:

1. Set the following registry key on the affected client
HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client
DWORD: LoggingLevel
Value: 3
2. Restart Outlook
3. Repeat the operation that is generating the error.
4. After the problem has been recreated, get the log file from your temporary files location by:
i) Click 'Start'
ii) select 'Run'
iii) type %temp% and then press return
4. The log file will have been created in the format:
ev_client_log2008xxxxxxx.log

Collect the IIS logs from the Enterprise Vault Server user connected to

To determine where your IIS log files are stored, please perform the following on the server running IIS that you want to gather log files from:

Go to Start -> Control Panel -> Administrative Tools
Run Internet Information Services (IIS)
Find the web site under the tree on the left that contains the Enterprise Vault related virtual directories and right-click it and then choose 'Properties'
On the Web Site tab, you should see an option near the bottom that says "Active Log Format." Click on the Properties button that is next to it.
At the bottom of the General Properties tab, you'll see a box that contains the log file directory and the log file name. The full log path is comprised of the log file directory plus the first part of the log file name.

For example, assuming that the dialog showed you the following values.
Log file directory: C:\Windows\System32\LogFiles
Log file name: W3SVC1\exyymmdd.log
Your full log path would be: C:\Windows\System32\LogFiles\W3SVC1

Collect Client Information
Please perform the following on the client that is experiencing the issue with Offline Vault:

1. Export the Enterprise Vault registry key
Open the Start menu and choose Run
Type regedit and hit return
Browse to the following key: HKCU\Software\KVS\Enterprise Vault
Right click the key and choose Export
Save the file
2. Export the Microsoft Office registry key
Open the Start menu and choose Run
Type regedit and hit return
Browse to the following key: HKCU\Software\Microsoft\Office
Right click the key and choose Export
Save the file
3. Collect Offline Vault setup information
Browse to the location that is specified in the OVRootDirectory value in the HKCU\Software\KVS\Enterprise Vault\Client registry key
Search that location for the files DownloadTasks.xml and StoreIDMap.xml. For every folder that you find these files in, copy them into a new folder with the same name.
4 :Zip the file.

Problem opening items from the Offline Vault

Gather Dtrace

1. Please download the *.ini file for this Dtrace from the following techfile and then copy it into the "\Enterprise Vault\Scripts for Dtrace" folder that is located on your Enterprise Vault server that the client is trying to retrieve from:
http://support.veritas.com/docs/301173
2. Open the Vault Administration Console and select the relevant Enterprise Vault server
3. Go to the Tools menu and enable the Advanced Features menu item
4. A new container called Traces should now appear in the Enterprise Vault Servers container, beneath the Enterprise Vault server that your selected. Right-click the Traces container and select New -> Trace...
5. Click Next on the first page.
6. Choose RetrievalIssues(Exchange) from the drop down list and then choose Next.
7. Put in a title for this Dtrace and then choose Next.
8. Increase the running time to allow time for you to setup the client trace and recreate the problem on the client machine, then make a note of the log file location and choose Next.
9. Choose Run Now to begin the Dtrace
Note: When the problem has been reproduced and you have captured any other data you need (i.e. a client trace), you may stop the Dtrace manually before the timeout expires by simply right-clicking on the Dtrace in the Administration Console and choosing Stop

For Enterprise Vault 6.x (also 7.x and 2007 if you wish to use the command line):

On the Enterprise Vault server that the client is trying to retrieve from:
i) Open a cmd prompt and cd into the \Enterprise Vault directory
ii) Type the following (note signifies that you need to press the carriage Return key):
dtrace
view

Note down the process number of StorageOnlineOPNS and then type:

set v
log

Accept the log file name OR type in an alternative
Note down the location of the dtrace.log file

Note: When the problem has been reproduced and you have captured any other data you need (i.e. a client trace), you may stop the Dtrace by typing:

log

Gather IIS Logs

To determine where your IIS log files are stored, please perform the following on the server running IIS that you want to gather log files from:

Go to Start -> Control Panel -> Administrative Tools
Run Internet Information Services (IIS)
Find the web site under the tree on the left that contains the Enterprise Vault related virtual directories and right-click it and then choose 'Properties'
On the Web Site tab, you should see an option near the bottom that says "Active Log Format." Click on the Properties button that is next to it.
At the bottom of the General Properties tab, you'll see a box that contains the log file directory and the log file name. The full log path is comprised of the log file directory plus the first part of the log file name.
For example, assuming that the dialog showed you the following values.

Log file directory: C:\Windows\System32\LogFiles
Log file name: W3SVC1\exyymmdd.log
Your full log path would be: C:\Windows\System32\LogFiles\W3SVC1

Gather a Deployment Scanner CAB file.

1. Open the Vault Administration Console on the Enterprise Vault Server as the Vault Service Account (make sure you are logged on as the VSA, or use 'Run As') and then select your Enterprise Vault Site in the left hand pane.
Note: If you have installed the Administration Console separately on a remote server, then you can instead install the Deployment Scanner from the Enterprise Vault installation files, run the executable as the Vault Service Account and then skip straight to step 5.
2. Select 'Advanced Features' from the Tools menu.
3. Expand your Enterprise Vault Site and then the Enterprise Vault Servers section.
4. Right click the Enterprise Vault server that you want to run it against and choose 'Deployment Scanner'
5. Choose the option 'Gather information about your environment and store it in a .cab file for Symantec Technical Support to analyze' and then choose 'Next'
6. Remove any checkboxes that correspond to functionality that is not relevant to the problem and then choose 'Next'.
7. Optionally provide your support case number and configure the number of logs captured, or just simply press 'Next'.
8. Note the location of the *.cab file which will contain all the information gathered and then choose Finish

Any other Issues

Gather an Deployment Scanner CAB file, IIS logs and Client Trace replicating the issue using the instructions above.