After upgrading to Enterprise Vault (EV) 8.0 SP2, Archive Explorer no longer displays the folder structure correctly and manual archiving fails when using the DCOM (Full) EV Outlook Add-in

Article:TECH126689  |  Created: 2010-01-19  |  Updated: 2012-04-04  |  Article URL http://www.symantec.com/docs/TECH126689
Article Type
Technical Solution


Environment

Issue



After upgrading to Enterprise Vault (EV) 8.0 SP2, Archive Explorer no longer displays the folder structure correctly and manual archiving fails when using the DCOM (Full) EV Outlook Add-in


Solution



During folder synchronization, the Exchange folder hierarchy and permissions are synchronized with the archive.  After upgrading to EV 8.0 SP2, folder synchronization may replace the value in the ParentFolderRootIdentity column of the ArchiveFolder table with a NULL value.  This table is located in the EnterpriseVaultDirectory database.  As a result, manual archiving will fail when using the DCOM (Full) EV Outlook Add-in and Archive Explorer folder structure will not display properly.

The following warning may be logged in the EV event log:

Event ID:     2270
Event Type:     Warning
Event Source:     Enterprise Vault
Event Category:     Archive Task
Computer:        EVSERVER1
Description:
A queued operation exceeded the retry count and has been discarded

m_pIArchivingAgentV35->ArchiveItemV35(ClientID = "",
 TransactionID = "D15A37EC4EFD32399D6A6E48F123E601",
 m_pIArchivableItem,
 ArchiveID = "1397345C8181A564EB946A526C028B4631110000evault",
 m_pILocation,
 m_pIShortcutAccessor,
 ExchangeSystem = "EXMBX1",
 RetentionCategory = "17B4C9B6F87374F40B77B66C007EBBC031b10000evault",
 NULL,
 nRetryCount = 3,
 NULL,
 CallerSID,
 isARearchive = 0,
 CallerIsAdministrator = 0);
HRESULT: 0xC0041AE8

Dtrace of ArchiveTask will capture the following:

2059    14:05:54.261   [9072] (ArchiveTask)  <7676>            EV:M   HRXEX fn trace :|Source     : ..\AgentsCommon\FolderHelper.cpp (CFolderHelper::GetArchiveIdForArchiveItemRequest) [lines {1147,1164,1165,1171,1172,1173,1215,1227,1279,1287,1322}] built Dec 10 04:12:47 2009|Description: Call error 0xc0041ae8
2060    14:05:54.261   [9072] (ArchiveTask)  <7676>            EV:M   CFolderHelper::GAIDFAIR() - Error 0xC0041AE8|Internal:..\AgentsCommon\FolderHelper.cpp (CFolderHelper::GetArchiveIdForArchiveItemRequest) [lines {1147,1164,1165,1171,1172,1173,1215,1227,1279,1287,1322}] built Dec 10 04:12:47 2009
2061    14:05:54.261   [9072] (ArchiveTask)  <7676>            EV:H   :CArchivingAgent::ArchiveItem() |Something has gone wrong. Calling OperationFailed to undo the Marked For Archive status on the message |


To verify this exact issue exists and to identify the archive name and number of folders affected, run the SQL query below:

USE EnterpriseVaultDirectory
SELECT  AV.ArchiveName, (Count (DISTINCT FolderName)) as FolderCount
FROM ArchiveView AV with (NOLOCK)
INNER JOIN ArchiveFolderView AFV on AFV.ArchiveVEID = AV.VaultEntryID
WHERE AV.Type = 9 and FolderName <> 'Top of Information Store' and ParentFolderRootIdentity is Null
Group By AV.ArchiveName

 
If no archives are listed, a different issue may exist. Please refer to TECH52763 in the Related Documents section for additional troubleshooting steps.
 


Solution:
To resolve both the manual archiving and Archive Explorer issue, export the archive then import to a new archive. Please refer to the instructions in TECH66934 found in the Related Documents section below.  

Depending upon the number of archives with NULL entries, this may not be feasible.  

The workaround below will allow users to manually archive but will not repair the Archive Explorer folder view. Symantec is currently investigating a method to correct the NULL entries which, in turn, will repair the Archive Explorer folder view.


Workaround for manual archiving:
Use the HTTP (Lite) Outlook Add-in for the affected users which will allow manual archiving.  The Desktop policy must be modified to force the DCOM (Full) EV Outlook Add-in to behave as the HTTP (Lite) Outlook Add-in.  

1. Copy the appropriate Desktop Policy by right-clicking the name of the current policy the mailboxes receive and then select Copy Policy.

2. Change the policy setting, Outlook Add-In behavior to HTTP-only.
 
a. Right-click and select Properties of the newly copied Desktop Policy.
 
b. Select the Advanced tab.
 
c. Using the List settings from drop-down, select Outlook.
 
d. Scroll down and locate Outlook Add-In behavior.
 
e. Select Modify and change the setting to HTTP-only.
 

3. Create a new Provisioning Group and move the affected mailboxes into the Provisioning Group.
 
a. Right-click Provisioning Groups and select New > Provisioning Group.
 
b. Work through the wizard, selecting the new Desktop Policy and add the accounts of the affected archives.
 
c. Perform a Run Now on the Provisioning Task to ensure the user is provisioned under newly assigned Provisioning Group.
 
d. Once the Provisioning Task completes, synchronize the user's mailbox.
 

4. Confirm manual archiving is now working.
 
a. Open the mailbox of an affected archive in Outlook.  
 
b. From the menu, select Help > About Enterprise Vault to verify the EV Outlook Add-in is now behaving as the HTTP (Lite) client.
 
c. Manually archive an item.  The option to choose an archive in which to store the item will not be available.
 

 

Symantec Corporation has acknowledged that the above-mentioned issue is present in the current version(s) of the product(s) mentioned at the end of this article. Symantec Corporation is committed to product quality and satisfied customers.

Symantec Corporation currently plans to address this issue by way of a patch or hotfix to the current version of the software. Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here. A link to the patch or hotfix download will be added to this document when it becomes available. Please note that Symantec Corporation reserves the right to remove any fix from the targeted release if it does not pass quality assurance tests.  Symantec's plans are subject to change and any action taken by you based on the above information or your reliance upon the above information is made at your own risk.

Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.  You may also subscribe to this document using the link below.
 

Supplemental Materials

SourceETrack
Value1900882
Description

Incorrect NULL ParentFolderRootIdentity entries in ArchiveFolder table prevent manual archive from DCOM Client


SourceETrack
Value1874881
Description

Synchronizing folder hierarchy and permissions causes NULL entries in ParentFolderRootIdentity in ArchiveFolder table



Legacy ID



340554


Article URL http://www.symantec.com/docs/TECH126689


Terms of use for this information are found in Legal Notices