Enterprise Vault Client Notification Balloon

Article:TECH184772  |  Created: 2012-03-26  |  Updated: 2014-02-27  |  Article URL http://www.symantec.com/docs/TECH184772
Article Type
Technical Solution


Issue



End user is seeing an Enterprise Vault system tray pop-up with the following text:

There is an issue with Virtual Cache synchronisation. Please contact your IT helpdesk

Or

Virtual Vault could not archive one or more items during synchronization. Please contact your IT helpdesk


Environment



Enterprise Vault 9.0.3 client (build 1243 or later)


Cause



This notification is shown to the end user because an unexpected Vault Cache synchronisation problem has been detected during a manual, scheduled or threshold based synchronisation. After the synchronisation has finished, the client queries the status of the MDC header cache and if it finds one of the following states it notifies the end user with one of two warning messages.

1. The message “There is an issue with Virtual Cache synchronisation. Please contact your IT helpdesk” will be shown when:

  •  It has been determined that the local disk location specified to host the Vault Cache files is out of space.
  • There has been an unhandled exception. It is highly likely that administrative intervention is required to resolve this status.
  • The MDC cannot be loaded or is detected to be in a potentially corrupted state. It is highly likely that administrative intervention is required to resolve this status.

Not being able to connect to the Enterprise Vault server is not a reason to generate a synchronisation failure. It is normal for a user to be disconnected from Enterprise Vault when offline from the network. In this case synchronisation will fail (but in an expected fashion) and will simply retry on the next synchronisation period.

2. The message “Virtual Vault could not archive one or more items during synchronization. Please contact your IT helpdesk” will be shown when:

  • Items that have been dragged or copied into Virtual Vault for archiving have failed to be archived and uploaded to the Enterprise Vault server 3 (default setting) or more times.

Solution



The balloon and tray notification will automatically disappear once the root cause of failure is resolved and a subsequent synchronisation is successful.

Use the Symantec knowledgebase or log a support case in order to resolve the root cause.

Symantec support site for Enterprise Vault for Exchange: http://www.symantec.com/business/support/index?page=landing&key=50996

Virtual Vault Best Practice: http://www.symantec.com/business/support/index?page=content&id=TECH75381

Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.

To enable/disable Vault Cache synchronisation failure notification, create a new DWORD key under the users Enterprise Vault registry hive:

Location: HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client

Type: DWORD

Key: NotificationsEnabled

Value: 0 (No balloon notification - default), 1 (A balloon notification will be displayed if Vault Cache encounters an unexpected synchronisation error.)




Article URL http://www.symantec.com/docs/TECH184772


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