How to perform a client trace for Enterprise Vault (EV) within Outlook

Article:TECH38096  |  Created: 2010-01-23  |  Updated: 2014-02-27  |  Article URL http://www.symantec.com/docs/TECH38096
Article Type
Technical Solution

Product(s)

Environment

Issue



How to perform a client trace for Enterprise Vault (EV) within Outlook


Solution



Overview:

A client trace can be used to troubleshoot problems with the EV client. To perform a client trace follow the steps below:


Resolution:

1. Open Outlook on the client.

2.  Hold the Ctrl+Shift keys and click on any of the EV icons on either:

i) The toolbar (Figure 1)

Figure 1
 


ii) The Menu (Figure 1a).


Figure 1a
 


This will launch the EV Diagnostics window (Figure 2).

Note: If the diagnostics window does not open then you will need to enable client tracing via the registry as described at the end of this technote.


Figure 2
 


3. Click the 4 - Maximum tracing radio button.

4. Click OK.

5. Click OK.

6. Close Outlook.

7. Reopen Outlook.

8. Repeat the operation that is generating the error.

9. Hold the Ctrl+Shift keys and click on any of the EV icons on the toolbar to bring up the EV Diagnostics window.

10. Click the Open Log button.

11. Save a copy of the ev_client_log file and send it to the Technical Support representative.

12. Close the ev_client_log.

13. Reset Level of logging required: to 1 - Errors only.

14. Click OK.

15. Click OK.

16. Close Outlook.



Enabling Client Tracing via the registry if the above procedure fails:
 
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.

1. Set the following registry key on the affected client
 
HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client
DWORD: LoggingLevel
Value: 3
 
Three levels of information can be logged:
0. Errors.
1. Information (default).
2. Tracing.
3. Tracing, with function calls.
 
 
2. Restart Outlook
3. Repeat the operation that is generating the error.
4. After the problem has been recreated, get the log file from your temporary files location by:
i) Click 'Start'
ii) select 'Run'
iii) type %temp% and then press return
 
5. The log file will have been created in the format:
ev_client_log2008xxxxxxx.log
 



Legacy ID



276094


Article URL http://www.symantec.com/docs/TECH38096


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