Common problems: Shopping service
If anything goes wrong with Shopping, check first that all the appropriate services have started. All the following must be running for Shopping to work:
IIS Admin service
World Wide Web Publishing service
Enterprise Vault Shopping service
Enterprise Vault Directory service
Enterprise Vault Exchange Mailbox task
If all the tasks and services are running, check the Application Event log on the computer that hosts the Shopping service and the computer that hosts the Exchange Mailbox task. Most high-level errors are self-explanatory, and the solution is straightforward.
Table: Log messages lists the error messages that you may receive.
Table: Log messages
What to do
The Shopping Service root directory (<...>) does not exist
Create the folder and try again.
Failed to connect to the Shopping Service
Make sure that the Shopping service is started.
Failed to create new basket BasketName
Failed to create file: filespec.
Failed to open file filespec
Check the access permissions on the Shopping folders, as follows:
Enterprise Vault\Shopping\. All Enterprise Vault users who use Shopping require Write access to the Shopping folder.
One way to ensure that users have this access is to grant the Authenticated Users group Write access to the Shopping folder. You may prefer to grant access to a smaller group that contains only Enterprise Vault users.
Enterprise Vault\Shopping Access. Everyone must have Full Control.
Enterprise Vault\Shopping\Domain. Everyone must have Full Control
Enterprise Vault\Shopping\Domain\user. Both the user (Domain\user) and the Administrators group on the Web Server computer (WebServerComputer\Administrators) must have Full Control.
Failed to open file: <filespec>
Check the access permissions on the file. Both the user (Domain\user) and the Administrators group on the Web Server computer (WebServerComputer\Administrators) must have Full Control.
Failed to retrieve the Shopping Service directory information
Make sure that the Directory service is started.
If there are no errors in the Application Event Log, or the errors listed do not point to an obvious solution, try stopping and then restarting all the Enterprise Vault tasks and services. If restarting the tasks and services does not fix the problem, try increasing the tracing level to see whether that produces any additional information in the Application Event Log.
See Problems with Enterprise Vault components