When placing items on Legal Hold, errors are generated in the Legal Hold Details

Article:TECH61297  |  Created: 2009-01-17  |  Updated: 2014-12-18  |  Article URL http://www.symantec.com/docs/TECH61297
Article Type
Technical Solution


Issue



When placing items on Legal Hold, some items fail to be placed on hold, causing the number of failed items to be displayed in the 'Failed' data of the Legal Hold Details


Error



For DA 8.0:

Error For 102400000000000~200806030842060000~0~AD3C77ED12A340B09FF9CF1E0718730 - Error Code: 775

For DA 9.0.0, 9.0.1 or 9.0.2 with pre-EV 8.0 archived items:

Error For 102400000000000~200806030842060000~0~AD3C77ED12A340B09FF9CF1E0718730 - Error Code: -214722

For DA 9.0.0, 9.0.1 or 9.0.2 with EV 8.0 or 9.0 archived items:

Error For 102400000000000~200806030842060000~0~AD3C77ED12A340B09FF9CF1E07187301 - Error Code: -21472

Cause



Items can fail to be placed on Legal Hold for the reasons noted in the Solution section below.

In DA 9.0, the error codes were changed from 3 digit codes to 10 digit codes.  This caused an issue with the display of the error in formation in the LegalError column of the tblIntDiscoveredItems table as the error now exceeds the 100 character limit for that column.


Solution



The 'Number of errors' will display how many errors were generated when placing items on legal hold. (Figure 1)

Figure 1
 

To determine why an error was generated when placing the items on legal hold a query can be ran against the Discovery Accelerator (DA) Customer Database to determine the error code.  

SELECT KVSSavesetID, LegalStatus, LegalHoldID, LegalError FROM tblIntDiscoveredItems
WHERE LegalError IS NOT NULL AND CaseID = XX

Note: Replace the XX in CaseID = XX with the correct case id.

In order to find the Case ID, please see TECH72127 in the Related Articles section below.

Look at the LegalError value.
It should be in the form:

Error For 102400000000000~200806030842060000~0~AD3C77ED12A340B09FF9CF1E0718730 - Error Code:
 

Note: In the above error message the savesetid is going to be unique for each item.

For DA 8.0:
 
If the Error Code is 768, the item was unavailable, possibly due to an RPC service unavailable.  See Solution below for recommended resolution steps.

If the Error Code is 769, the archive containing the item was full.

If the Error Code is 770, the storage service was busy such that the item could not be accessed.

If the Error Code is 771, a permission was changed such that the Vault Service Account did not have access to the item.

If the Error Code is 772, a bad parameter was passed to the legal hold operation that prevented the item from being placed on legal hold.  See Solution below for recommended resolution steps.

If the Error Code is 773, an ambiguous parameter was passed to the legal hold operation that prevented the item from being placed on legal hold.  See Solution below for recommended resolution steps.

If the Error Code is 774, an internal failure occurred.  See Solution below for recommended resolution steps.

If the Error Code is 775, the item has been deleted before being placed on legal hold.

If the Error Code is 776, the Archive, Vault Store or Retention Category under which the item was archived does not exist.

If the Error Code is 777, the Legal Hold for the item has been barred from removal.

If the Error Code is 778, the license to allow Legal Hold placement does not exist.  Contact your Symantec Sales representative to obtain the license element required to place items on Legal Hold.

If the Error Code is 779, the license to allow Legal Hold placement has expired.  Contact your Symantec Sales representative to obtain a new license element to allow items to be place on Legal Hold.

If the Error Code is 780, an invalid device has been referenced.  Contact Symantec Technical Support for further assistance.
 
For DA 9.0 Base through 9.0 SP3 and 10.0 Base, an issue exists that truncates the last 4 or 5 characters of the error code.  This issue has been fixed in DA 9.0 SP4 and 10.0 SP1.  To obtain the full error code:
 
A SQL Profiler Trace log will have to be recorded while attempting to reapply Legal Holds to the failed items.  See TECH66365 in the Related Articles section below for the steps on reapplying Legal Holds to the failed items.
The SQL Profiler Trace logging needs to be configured as follows:
1) Open SQL Server Profiler (for SQL Server 2005 on Windows Server 2003: Start > Programs > Microsoft SQL Server 2005 > Performance Tools > SQL Server Profiler; for SQL Server 2008 R2 on Windows Server 2008 R2 X64: Start > All Programs > Microsoft SQL Server 2008 R2 > Performance Tools > SQL Server Profiler)
2) Click File, then New Trace
3) Click the Connect button to connect to the appropriate Server Name \ Instance
4) On the General tab
- enter a name for the trace in the Trace name: field
- scroll up and select the Blank template in the Use the template: field
- check the Save to file: check box and navigate to the drive and folder in which the Dtrace log file(s) will reside
- change the Set maximum file size (MB): field contents to 250 MB from the default value of 5
- ensure the Enable file rollover check box is checked
5) On the Events Selection tab
 - expand Errors and Warnings
--- select Exception
--- select Execution Warnings
--- select User Error Message
- expand Stored Procedures
--- select SP:Starting
--- select SP:Completed
- click the Column Filters... button
- click on DatabaseName in the left panel
--- expand Like in the right panel
----- enter the name of the DA Customer database in the field that opened below Like
--- check the check box for Exclude rows that do not contain values
--- click the OK button
6) Click the Run button to begin logging.
7) Attempt to reapply the holds using the instructions in TECH66365 in the Related Articles section below.
8) When the reapplication of holds has completed, click the red square in the toolbar, located just below the Help drop-down menu item, to stop the logging.
9) Search the TextData column for instances of 'exec usp_LegalItem_upd_bulk'.  Any instances found can contain multiple Savesets that failed the hold process.  Each Saveset will have information similar to that in the Error section above, with the complete Error Code shown.
 
If the Error Code is -2147220728, the Archive or Vault Store in which the item resides or the Retention Category under which the item was archived no longer exists in the EnterpriseVaultDirectory database.  This is equivalent to Error Code 776 above.
 
If the Error Code is -2147220729, the item no longer exists in the Vault Store database.  This is equivalent to Error Code 775, where the item has been deleted before it could be placed on hold.
 
If the Error Code is -2147220730, there is communications issue between the Enterprise Vault Server for the associated Vault Store and the Discovery Accelerator Server.
1) If the AcceleratorService Dtrace states 'No such interface supported (0x80004002)', verify the registry entries and EV binaries on both servers are of the correct version.
2) If the AcceleratorService Dtrace states 'Exception: An internal failure occurred. Internal Error: 'The parameter is incorrect.  [0x80070057]'. Info:{C2.EN_US} An COM error occurs [adding] holds, Error Code: -2147220730 Diag:HRESULT: 80040306', follow the instructions in TECH180872 in the Related Articles section below.
 
If the Error Code is -2147220732, there is communications issue between the StorageOnlineOpns process on the Enterprise Vault Server for the associated Vault Store and the Discovery Accelerator Server.  This issue has been found to be caused by a hung StorageOnlineOpns process that is awaiting data from some source, such as Discovery Accelerator.  The cause of the StorageOnlineOpns process hang can be having Backtrace enabled on the EV server for troubleshooting purposes and not getting fully disabled.  See TECH66365 in the Related Articles section below for steps to ensure Backtrace is fully disabled.
 
If the Error Code is -2147220736, the Enterprise Vault Storage Service for the associated Vault Store is not found to be accessible.


Solution for Errors 768, 772, 773, 774 and -2147220736:

1) Check the Enterprise Vault, Discovery Accelerator and SQL Servers for TCP Chimney and / or TCP Offload Engine.  Disable if found to be enabled.  Refer to TECH55653 in the Related Articles section below for further information.
2) Access the Application Administration | System Configuration | Settings for: Legal Hold page for DA 6.x, 7.x or 2007.x, or, for DA 8.x, click on the Configuration button in the top toolbar, then the Settings button in the second toolbar, and expand the Legal Hold section
3) Change the Placing hold items Batch Size setting to half of the current value
4) Change the Removing hold items Batch Size setting to half of the current value and click the OK button at the bottom right of the page for DA 6.x, 7.x, or 2007.x, or the Save button for DA 8.x
5) Restart the Customer Background Task or restart the Enterprise Vault Accelerator Manager Service (EVAMS) to implement the size changes
6) Run iisreset from a Command Line prompt on the DA server to clear the IIS cache
7) Reapply holds on just the failed items per the instructions in TECH66365 (see the Related Articles section below).
8) If the error continues after following the above steps, contact Symantec Enterprise Vault Technical Support for further assistance.

 

 




Legacy ID



305390


Article URL http://www.symantec.com/docs/TECH61297


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