Event ID 8390 and 8391 Unspecified error when restoring to a PST from Browser Search

Article:TECH202253  |  Created: 2013-01-30  |  Updated: 2014-04-02  |  Article URL http://www.symantec.com/docs/TECH202253
Article Type
Technical Solution


Issue



If a user attempts to export browser search results to PST, the action will result in all items marked in a "failed" status.  This occurs when restoring a basket from the EV Browser Search.  There is also a corresponding Event ID 8391 and 8390 generated in the EV Event Viewer.


Error



Event ID: 8390
Task Category: Shopping Service
Description: The EnterpriseVault.DirectoryConnection object reported an error. Unspecified error
V-437-8390
 

Event ID: 8391
Task Category: Directory Service
Description: The EnterpriseVault.DirectoryConnection object reported an error. Unspecified error
V-437-8391


To determine if this is the issue, a DTRACE is needed. For more information on using the Dtrace Utility refer to Related Article HOWTO57893 below.  

 

    • Dtrace the both DirectoryService and ShoppingService processes for no less than 5 minutes while re-creating the issue 
    • Open the log file created and search for either of the following the strings:

(DirectoryService) <1532> EV:L CADOContext::CreateConnection entry
(DirectoryService) <1532> EV:L CADOContext::CreateConnection exit. source:Provider=SQLOLEDB;Server=SQL-1\EV10;Database=EnterpriseVaultDirectory;Trusted_Connection=yes hr=Success (0)
(DirectoryService) <1532> EV:L CADODataAccess::CreateCommand entry
(DirectoryService) <1532> EV:L CADODataAccess::CreateCommand exit. hr=Success (0)
(DirectoryService) <1532> EV:H {CDirectoryServiceObject::ReadArchiveRetrievalTaskByMailboxDN} HRXEX fn trace : Error [0x80004005], [.\DirectoryServiceObject.cpp, lines {20993,21002,21005,21008,21038,21041,21044,21069}, built Sep 12 21:03:57 2012].
(DirectoryService) <1532> EV~E Event ID: 8391 The EnterpriseVault.DirectoryService object reported an error.| |Unspecified error|
 

 

In the Dtrace log, run a find the line below showing the Distinguished Name (DN) of the Authenticating Account 
 

(ShoppingService) <3916>EV:M GetDN - ExchangeServer = EXCH-07, User = User1, DomainName = (null), GlobalCatalogServer = (null)

This DN is used when the database is queried to obtain a Retrieval task to process the request and no task is returned. 


(DirectoryService) <1532>EV:M DirectoryService: ADO: SELECT ArchivingRetrievalTask.TaskEntryId AS ArchiveTaskId ,RetrievalTask.TaskEntryId AS RetrievalTaskId ,Task.ComputerEntryId AS ComputerId FROM ExchangeMailboxEntry JOIN ExchangeMailboxStore ON ExchangeMailboxStore.MbxStoreIdentity = ExchangeMailboxEntry.MbxStoreIdentity JOIN ExchangeServerEntry ON ExchangeServerEntry.ExchangeServerIdentity = ExchangeMailboxStore.ExchangeServerIdentity JOIN ArchivingRetrievalTask ON ArchivingRetrievalTask.ExchangeServerEntryId = ExchangeServerEntry.ExchangeServerEntryId JOIN RetrievalTask ON RetrievalTask.ArchivingTaskEntryId = ArchivingRetrievalTask.TaskEntryId JOIN Task ON Task.TaskEntryId = ArchivingRetrievalTask.TaskEntryId WHERE LegacyMbxDN = ? |

 


Cause



This error occurs after enabling RestoreToPSTOption in the WebApp.ini and will occur to a user without the proper permissions. When a restore is attempted from an archive the Shopping Basket will fail to build a PST. The status of the Shopping Basket is marked as failed and the items do not restore. There are two documented cases for this scenario. It can either be the Authenticating Account is not enabled for archiving or the Authenticating Account is enabled in another EV site.

Note: For more information about the configuration of the WebApp.ini, refer to Related Article TECH54559 below

 


Solution



A mailbox with a valid Archiving task in the same site must be provided in the "Authenticating Microsoft Exchange mailbox:" Restore Basket form. 

If restoring from a Journal archive, use the Journal Mailbox alias.


Supplemental Materials

SourceEvent ID
Value8390
Description

The EnterpriseVault.DirectoryConnection object reported an error. Unspecified error


SourceEvent ID
Value8391
Description

The EnterpriseVault.DirectoryConnection object reported an error. Unspecified error




Article URL http://www.symantec.com/docs/TECH202253


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