Hotfix for Symantec Enterprise Vault for Microsoft Exchange 10.0.1, Build 1171, Exchange Organization named in double byte characters causes mailboxes not to be listed in the Enterprise Vault (EV) Enable Mailbox wizard

Article:TECH187868  |  Created: 2012-05-01  |  Updated: 2014-06-24  |  Article URL http://www.symantec.com/docs/TECH187868
Article Type
Technical Solution

Product(s)

Issue



The EV enable mailbox wizard does not list any mailboxes even though mailboxes have been provisioned correctly. 


Cause



The issue is caused by the fact that there are double byte characters in the string within the exchange mailbox store distinguished name. An issue has been identified where the double byte characters are being inserted into certain SQL columns as ANSI characters so are being inserted as question marks.

To identify the issue perform the following steps:

  • Run the relevant Exchange Provisioning Task. This process adds the mailbox store details and mailbox details to the EnterpriseVaultDirectory database.
  • Open SQL Server Management Studio.
  • Click on New Query and connect to the SQL server that houses the EnterpriseVaultDirectory database.
  • Run the following SQL command and replace the value EXCHANGE2007 with the value of the relevant Exchange server:

Use EnterpriseVaultDirectory
Select * from ExchangeMailboxstore where ExchangeComputer = 'EXCHANGE2007'

  • Identify the relevant mailbox store or stores.
  • If this particular issue is present the following facts can be identified:
  1. The double byte characters are showing correctly within the ExchangeServerEntry table.
  2. The value of the ExchangeServerIdentity column is NULL and not an integer.
  3. The section of the distinguished name within the ADMbxStoreDN column which should should as double byte characters will be showing as question marks.
  4. The section of the distinguished name within the ServerName column which should should as double byte characters will be showing as question marks.

In the following example the Microsoft Exchange Organization has been named with simplified Chinese characters:-

The ExchangeServerEntry ADExchSvrDN shows the characters as expected (shown below) and the ExchangeServerIdentity column has an integer value:

CN=EXCHANGE2007,CN=Servers,CN=Exchange Administrative Group (FYDIBOHF23SPDLT),CN=Administrative Groups,CN=简体字,CN=Microsoft Exchange,CN=Services,CN=Configuration,DC=ev2007,DC=local

The ExchangeMailboxStore ADMbxStoreDN column shows the organization as question marks:

CN=Mailbox Database,CN=First Storage Group,CN=InformationStore,CN=EXCHANGE2007,CN=Servers,CN=Exchange Administrative Group (FYDIBOHF23SPDLT),CN=Administrative Groups,CN=???,CN=Microsoft Exchange,CN=Services,CN=Configuration,DC=ev2007,DC=local

The ExchangeMailboxStore ServerName column shows the organization as question marks:

CN=EXCHANGE2007,CN=Servers,CN=Exchange Administrative Group (FYDIBOHF23SPDLT),CN=Administrative Groups,CN=???,CN=Microsoft Exchange,CN=Services,CN=Configuration,DC=ev2007,DC=local


Solution



This issue has been addressed in the following release:

Enterprise Vault 9.0.4
http://www.symantec.com/docs/TECH147785

Enterprise Vault 10.0.2
http://www.symantec.com/docs/TECH147789

If running any version of EV 8 or EV 9 upgrade to EV 9.0.4

If running EV10 upgrade to EV 10.0.1 and install the EV 10.0.1 hotfix attached or upgrade to 10.0.2.


Attachments

EV 10.0.1 Hotfix - Exchange Organization named in double byte characters causes mailboxes not to be listed in the Enterprise Vault (EV) Enable Mailbox wizard
EV_10.0.1_Hotfix_Etrack_2771450.zip (168 kBytes)

Supplemental Materials

SourceETrack
Value2770290
Description

Exchange Organization named in Chinese characters is causing Enable Mailbox issues. (EV 9.0.4 FIX)


SourceETrack
Value2771450
Description

Exchange Organization named in Chinese is causing Enable Mailbox issues (EV10.0.1 HOTFIX)


SourceETrack
Value2771451
Description

Exchange Organization named in Chinese is causing Enable Mailbox issues (EV10.0.2 FIX)



Article URL http://www.symantec.com/docs/TECH187868


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