IM Manager Export Job Fails When Exporting Conversations that contain large File Transfers

Article:TECH148475  |  Created: 2011-01-19  |  Updated: 2011-10-05  |  Article URL http://www.symantec.com/docs/TECH148475
Article Type
Technical Solution

Product(s)

Issue



  • When running an export job, the exports fails with an error message in the Application event log.  See the error messages below for the appropriate error message for each operating system.
     
  • There is a File Transfer policy that is archiving file transfers.
    To verify this follow these steps:
    1. Login  to the IM Manager Admin Web UI
    2. Click on Policies->Group Policy->All Rules
    3. There is at least one File Transfer On/Off rule listed where the Value shows 'File transfer is enabled with archiving'
     
  • In the Export Job folder the most recent XML file in the folder is much larger then other XML files in the folder. 
    Depending on the system, this file may be tens of megabytes or hunderds of megabytes larger than other XML files in the same location.
    To view these files follow these steps:
    1. Open the IM Manager Admin Web UI
    2. Click on Administration->Export
    3. Click the export tab for the affected export job.
    4. Note the path listed in the XML Output Directory field.
    5. Open the above path in a windows browser.
    6. Sort the files by Date Modifed to locate the latest XML file created.
     
  • In the Export Job folder the most recent XML file contains the following string:
    <filename>

    NOTE: Often the affected files are very large and many common text editors can have challenges opening such files.  In these situations tools like grep or findstr can more easily search the contents of a file for specific content.

Error



  • In some situations there is a pop-up warning that the IMArchiveEXE.exe process has terminated unexpectedly.  
  • For Direct to EV exports there is a similar error message is shown in the Application event log:

          On Windows 2003:
          Event Type:    Error
          Event Source:    IMLogicAdminService
          Event Category:    None
          Event ID:    16389
          Date:        2/11/2011
          Time:        3:45:58 PM
          User:        BLACKOPS-SIMM\jesse_von_dietsch
          Computer:    JVD84
          Description:
          Generic unhandled exception caug
    ht.
     
          On Windows 2008 x64 R1:
           Log Name:      Application
          Source:         IMLogicAdminService
          Date:          3/15/2011 10:31:33 AM
          Event ID:      113
          Task Category: None
          Level:         Error
          Keywords:      Classic
          User:          BLACKOPS-SIMM\jesse_von_dietsch
          Computer:      jvdw2k8r2im8417.blackops-simm.com
          Description:
          Error 0x8007000e processing input file C:\IMManagerExports\EVExport2\IML4.xml.

          Description: Not enough storage is available to complete this operation.
          . Failed conversation was moved to C:\IMManagerExports\EVExport2\errors\Error-IML4.xm


          On Windows 2008 x64 R2:
          Log Name:      Application
          Source:         IMLogicAdminService
          Date:          3/15/2011 10:31:33 AM
          Event ID:      113
          Task Category: None
          Level:         Error
          Keywords:      Classic
          User:          BLACKOPS-SIMM\jesse_von_dietsch
          Computer:      jvdw2k8r2im8417.blackops-simm.com
          Description:
          Error 0x8007000e processing input file C:\IMManagerExports\EVExport2\IML4.xml.

          Description: Not enough storage is available to complete this operation.
          . Failed conversation was moved to C:\IMManagerExports\EVExport2\errors\Error-IML4.xml

     
  • For SMTP based exports there is a similar error message is shown in the Application event log:

    On Windows 2003:

                  Event Type: Information
     
            Event Source: DrWatson
     
            Event Category: None
     
            Event ID: 4097
     
            Date:  1/20/2011
     
            Time:  3:16:15 AM
     
            User:  N/A
     
            Computer: JVD84
     
            Description:
     
            The application, C:\Program Files\Symantec\IMManager\IMArchive\IMArchiveEXE.exe, generated an application error The error occurred on 01/20/2011 @ 03:16:14.921 The exception generated was e06d7363 at address 77E4BEF7 (kernel32!RaiseException)

     
            For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

      On Windows 2008 x64 R1:

                  Log Name:      Application
     
            Source:        Application Error
     
            Date:          1/17/2011 2:26:39 PM
     
            Event ID:      1000
     
            Task Category: (100)
     
            Level:         Error
     
            Keywords:      Classic
     
            User:          N/A
     
            Computer:      jvdwin2k8r164x.blackops-simm.com
     
            Description:
     
            Faulting application IMArchiveEXE.exe, version 8.4.1362.0, time stamp 0x4b691659, faulting module kernel32.dll, version 6.0.6001.18000, time stamp 0x4791a81d, exception code 0xe06d7363, fault offset 0x0002f35f, process id 0x133c, application start time 0x01cbb67bbfee90cf.

      On Windows 2008 x64 R2:

                 Log Name:      Application
     
            Source:        Application Error
     
            Date:          1/20/2011 9:50:47 AM
     
            Event ID:      1000
     
            Task Category: (100)
     
            Level:         Error
     
            Keywords:      Classic
     
            User:          N/A
     
            Computer:      jvd2k8R28413.blackops-simm.com
     
            Description:
     
            Faulting application name: IMArchiveEXE.exe, version: 8.4.1356.0, time stamp: 0x4ad17ee9
     
            Faulting module name: KERNELBASE.dll, version: 6.1.7600.16385, time stamp: 0x4a5bdbdf
     
            Exception code: 0xe06d7363
     
            Fault offset: 0x0000b727
     
            Faulting process id: 0xe14
     
            Faulting application start time: 0x01cbb8c4f3e5b68a
     
            Faulting application path: C:\Program Files (x86)\Symantec\IMManager\IMArchive\IMArchiveEXE.exe
     
            Faulting module path: C:\Windows\syswow64\KERNELBASE.dll
     
            Report Id: cf288da5-24bd-11e0-b176-005056b32670


Cause



Large amounts of File Transfer data is causing the export job to fail.


Solution



This issue has been addressed with the release of IM Manager 8.4.18.

Please upgrade to the latest version of IM Manager to resolve this issue.



Supplemental Materials

SourceETrack
Value2244313



Article URL http://www.symantec.com/docs/TECH148475


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