Windows 2008 File Server stop responding when accessing an Enterprise Vault (EV) File System Archiving (FSA) placeholder

Article:TECH163755  |  Created: 2011-07-01  |  Updated: 2013-06-10  |  Article URL http://www.symantec.com/docs/TECH163755
Article Type
Technical Solution

Product(s)


Issue



The FSA target file server may stop responding when all conditions below are met:

  • Server version is Windows Server 2008
  • EV placeholder service is installed
  • Client is accessing to a placeholder shortcut

Error



There are no clear error messages. The file server may become unresponive or stop responding when a placeholder is accessed.

If dump file can be collected, there should be a thread which has stack trace like this:

 

fffff880`0a5df630 fffff880`067a0f7d : 00000000`00000004 fffffa80`29298140 fffffa80`1e1012c0 fffffa80`35751d50 : fltmgr!FltSetInformationFile+0xde
fffff880`0a5df690 fffff880`0679fbe0 : 00000000`00000000 fffffa80`183dfa58 fffffa80`0dad1630 00000000`00010800 : evmf+0x9f7d
fffff880`0a5df740 fffff880`0679f0d8 : fffffa80`183dfa60 00000000`00000000 00000000`00000000 fffff8a0`46f20700 : evmf+0x8be0
fffff880`0a5df820 fffff880`0679ec13 : fffffa80`183dfa30 fffff880`0a5df980 00000000`00000000 fffffa80`0dad1630 : evmf+0x80d8
fffff880`0a5df870 fffff880`0175d027 : fffffa80`0dad16d0 fffffa80`29298450 fffffa80`0dad1580 00000000`00000000 : evmf+0x7c13
fffff880`0a5df930 fffff880`0175dbe9 : fffff880`0a5dfa00 fffffa80`1e101203 fffff880`0a5dfb00 fffffa80`211c0a00 : fltmgr!FltpPerformPreCallbacks+0x2f7
 

It means FltpPerformPreCallBacks (a part of NTFS system) calls evmf (a mini filter which is a part of Enterprise Vault placeholder service), then evmf calls FltSetInformationFile (a NTFS API). Actual address values (like "fffff880`0a5df630") may vary by environments.


Environment



Windows Server 2008 for FSA target.

Enterprise Vault 8.0, 9.0


Cause



An API parameter flag FLTFL_IO_OPERATION_SYNCHRONOUS_PAGING is newly introduced in Windows Server 2008 and Windows 7. Earlier versions of Windows OS do not have this flag. In the particular request which EV mini filter (evmf.sys) issued through Windows API need this flag on Windows Server 2008 to control synchronous paging mode properly, but the EV mini filter (evmf.sys) doesn't describe this flag for the API.


Solution



The EV mini filter (evmf.sys) was changed to add appropriate flags depending on the version of Windows. 

 

Enterprise Vault 8.0 - 8.0 SP4

Upgrade to Enterprise Vault 8.0 SP5 and apply the attached Hotfix. Customer only has to upgrade FSA Agent/Placeholder service and don't need to upgrade Enterprise Vault server. See Enterprise Vault server and FSA Agent/Placeholder service component section of compatibility chart (http://www.symantec.com/docs/TECH38537) for more detail about mixed version placeholder / Enterprise Vault server environment.

 

Enterprise Vault 8.0 SP5

Download Hotfix attached to this article and apply. See the Readme_For_ET_ 2335410.txt file included in the Hotfix zip file for installation procedure.

 

Enterprise Vault 9.0 - 9.0 SP2

1.  Upgrade the file server to the 9.0 SP2 FSA agent if not already installed. 

2.  Download and install the Hotfix for 9.0 SP2  on the file server.



This issue has been addressed as part of the following release:


Enterprise Vault 9.0.3 - Release Details
http://www.symantec.com/docs/TECH147782


Enterprise Vault 10.0.1 - Release Details
http://www.symantec.com/docs/TECH147787



 

 


Supplemental Materials

SourceETrack
Value2335410
Description

File Server stop responding when accessing to a placeholder.




Article URL http://www.symantec.com/docs/TECH163755


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