GENERAL ERROR: Enterprise Vault OWA Resource Tool reports "Virtual Directory information could not be obtained" and/or "Failed - Virtual Directory"

Article:TECH142796  |  Created: 2010-10-27  |  Updated: 2014-06-11  |  Article URL http://www.symantec.com/docs/TECH142796
Article Type
Technical Solution


Issue



The Enterprise Vault OWA Resource Tool (EVORT) analyzes Exchange Server environments to confirm that the OWA configuration is correct for integrating with Enterprise Vault. The environment section of the report displays all the configuration information for each Exchange Server in the environment.


Error



Virtual Directory (UnableToContactWMIService)
Virtual Directory (failed)


Solution



Verify the following:

  • The Server is no longer active or is off. Verify that the server can be accessed from the machine running EVORT

    1. Open a command prompt window.

    2. Type ping <server name>.

    3. Observe if the ping is successful rerun EVORT.exe alternatively use the troubleshooting techniques.  

  • Network connection to server is not possible. Ensure that network access is available to the server:
     
    1. Open Control Panel, select Network Connections and verify that connection on to the network is enabled.
       
    2. Use the troubleshooting techniques below.
       
  • Firewall blocking registry access. Review the Firewall policy of the Exchange server:
     
    1. Open Control Panel and select Windows Firewall.
       
    2. Verify that Firewall settings enable access to the network and to the server client running EVORT.
       
    3. Use the troubleshooting techniques below.
       
  • The Web-WMI Role feature is not installed. Install IIS 6 WMI compatibility Role Services:
     
    1. Open a command prompt window on the server in question.
       
    2. Enter the command: ServerManagerCMD –i web-wmi
       
    3. After the installation completes, rerun EVORT.
       
    4. If this solution does not work, additional troubleshooting tips are given in the troubleshooting section below.
       
       


Troubleshooting

The messages "Virtual Directory (UnableToContactWMIService)" and "Virtual Directory (failed)" can be caused by many different causes, that are mainly due to environmental settings or issues. To determine why this error has occurred the following troubleshooting steps should be followed. 

Note: This information should be passed onto a Technical Support Engineer via a new Symantec case, if you are unable to determine the cause of the error from the steps below:-

  • Are any restrictions applied via Group Polices that may affect the ability of the Enterprise Vault OWA Resource Tool to complete? To confirm what policies are applied, the Microsoft Group Policy Management Console could be utilized or GPResult.exe.  If possible test  Enterprise Vault OWA Resource Tool from a PC/Server that has no additional Group Policies applied.
     
  • Any permissions issues or errors in Application or Security Event Logs? If a suspected permissions issue is occurring on the local PC/Server, Microsoft's Process Monitor can be run whilst the issue is replicated with Enterprise Vault OWA Resource Tool.  Microsoft Process Monitor is available via the URL below and any logs created should be reviewed and where required, saved and passed to the Symantec Technical Support Engineer:

    http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx
     
  • If EVORT is run in a multiple domain environment, or perhaps accessing Microsoft Exchange Servers separated by a Firewall device from the PC/Server that EVORT is being run from, does the issue/error occur if the tool is run in the target domain that contains the Exchange Servers? This would therefore remove any Firewall/Domain permissions from the troubleshooting process.
     
  • Symantec utilize the AppCritical utility, from Apparent, to analyze network performance. A customer download is available via the URL below with full instructions.  The target should be one or more Microsoft Exchange Servers that should be a Front-End or Client Access Server:

    How to run an AppCritical Network Analysis test
    http://www.symantec.com/docs/TECH87209
     
  • Run Microsoft Netmon on the PC/Server that EVORT is being run on to troubleshoot any possible network issues. Save any logs generated after the issue is reproduced and pass this to a Symantec Technical Support Engineer if you are unable to determine the root cause of the issue from these logs. Microsoft Netmon is available via the URL below:

    http://www.microsoft.com/downloads/en/details.aspx?FamilyID=983b941d-06cb-4658-b7f6-3088333d062f&displaylang=en
     
  • Confirm Enterprise Vault Virtual Directories have been created in IIS on the Microsoft Exchange Servers targeted.
     
  • Run the test script below to confirm WMI is functioning locally and as a remote call from the PC/Server that EVORT is being executed from. The script below can be placed into notepad and saved with a .VBS extension.  To perform a remote call from the source PC/Server EVORT is being executed on, place the fully qualified domain name of the target Microsoft Exchange Server between the quotation marks ".", save and execute.  This will then confirm if a WMI query was successful to the target Microsoft Exchange Server. If not an error will be displayed and the error itself will need further research or can be passed to a Symantec Technical Support Engineer.
     
    Option Explicit
    Dim objWMIService, objComputer, colComputer, strComputer
    strComputer = "."
    Set objWMIService = GetObject("winmgmts:" _
    & "{impersonationLevel=impersonate}!\\" _
    & strComputer & "\root\cimv2")
    Set colComputer = objWMIService.ExecQuery _
    ("Select * from Win32_ComputerSystem")
    For Each objComputer in colComputer
    Wscript.Echo objComputer.UserName & " is logged on"
    Next
    ' End of Sample Script. Who is logged on?

 





Article URL http://www.symantec.com/docs/TECH142796


Terms of use for this information are found in Legal Notices