Enterprise Vault (EV) File System Archiving (FSA) placeholder files cannot be recalled stating 'Account detail required, you must supply your account details'.

Article:TECH146519  |  Created: 2010-12-17  |  Updated: 2014-11-04  |  Article URL http://www.symantec.com/docs/TECH146519
Article Type
Technical Solution

Product(s)

Environment

Issue



Placeholder files are not able to be recalled when EV is installed on a Windows 2008 server. 

The following can be seen in a Dtrace of the EVPlaceholderService on the Windows file server.   For more information on Dtrace please refer to the link in the Related Articles section. 

(EvPlaceholderService) <3708> EV:H CDownloadFile::ThreadMain: exit with failure, error: 0xc004502d
(EvPlaceholderService) <3708> EV:L CDownloadFile::ThreadMain (Exit) |Account detail required, you must supply your account details      [0xc004502d] |
(EvPlaceholderService) <5352> EV:L Download status for file: \\?\C:\files\test\file.csv is c004502d
(EvPlaceholderService) <5352> EV:L RequestArchivedFile::DownLoadFile (Exit) |Exception occurred.  [0x80020009] |
(EvPlaceholderService) <5352> EV~E Event ID: 20491 Error downloading file:
\\?\C:\files\test\file.csv, Url: http://evault.domain.com/EnterpriseVault/download.asp?
VaultID=115C3257A1CF1ED4A9F2E92CAE08979391110000evault.domain.com&
SavesetId=201011048896712~200910070147030000~Z~
C0CF945861CC465F9AD6426B10131601&Request=NativeItem
&EVHeaders=1&HashName=SHA256

|Error Account detail required, you must supply your account details      [0xc004502d] |

If the file server is a NetApp then the following will be seen in a Dtrace of the EvNetAppPHSvr process. 

(EvNetAppPHSvr) <3184> EV:H Exception occured in CDownloadFile::ThreadMain(), error 0xc004502d
(EvNetAppPHSvr) <3184> EV:H CDownloadFile::ThreadMain: exit with failure, error: 0xc004502d
(EvNetAppPHSvr) <3184> EV:L CDownloadFile::ThreadMain (Exit) |Account detail required, you must supply your account details      [0xc004502d] |

 If 'Enabled PassThruRecall' is selected then DTRACE will have below lines:

65 14:11:55.403  [7540] (EvPlaceholderService) <7360> EV:H CPassThruDownLoadFile::ThreadMain: exit with failure, error: 0xc004502d
66 14:11:55.403  [7540] (EvPlaceholderService) <1872> EV:H Failed to download data for request 2964, Offset - 0, requested bytes - 32768.
67 14:11:55.403  [7540] (EvPlaceholderService) <1872> EV:H {PassThroughArchivedFileData::DownLoadFile} (Exit) Status: [Exception occurred.  (0x80020009)]


Error



Event ID: 20491
Description: Account detail required, you must supply your account details
V-437-20491
 


Solution



This issue may be cause by the type of authentication on the EnterpriseVault virtual directory within Internet Information Services (IIS) Manager

  1. Disable Digest Authentication on the EnterpriseVault virtual directory on the EV server. 

    Note:  If this does not resolve the issue then proceed to step 2.  
     
  2. Disable Basic authentication on the EnterpriseVault virtual directory on the EV server. 

Supplemental Materials

SourceEvent ID
Value20491
Description

Error downloading file:

Error Account detail required, you must supply your account details      [0xc004502d] |
 


SourceETrack
Value2440483
Description

Placeholder recall failed after upgrade from EV 9.0 SP3 to EV 10.


SourceETrack
Value2366365
Description

Recall fails from windows explorer for EV on Win2008 R2 SP1


SourceEvent ID
Value20491
Description

Account detail required, you must supply your account details


SourceUMI
ValueV-437-20491
Description

Account detail required, you must supply your account details




Article URL http://www.symantec.com/docs/TECH146519


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